Frequently asked questions

This information has been designed to help you user our services,  

General

So what are you all about?

We are a chain of Retail Stores that specializes in wines, spirits, beer, cigars and some specialty food items. We are located in Antigua & Barbuda, West Indies. Please visit our about us page for more information. 

How can I make a complaint?

Our aim is to provide a great customer service experience, and whilst we do our best, there may be times when we've done something wrong. If you would like to make a complaint, please contact our customer service team for assistance.

How can I contact you?

Please use the Contact Us page to get in touch with us.

What are your operating times?

You can use our premiercru.biz website to place and track orders 24 hours a day, 365 days a year. However our business operating hours are Monday-Friday 8am-6pm and Saturday from 9am-1pm, Friars Hill Road and English Harbour (except public holidays). Our Duty Free Store in the departure lounge at V.C. Bird International Airport is open every day from 8am until the last flight leaves (except for Good Friday and Christmas Day).

Postage & Delivery

Where is my order?

There could be a number of reasons as to why you may have not received your order. This may include payment failures, shipping problems or even us. We ask that you allow 2-3 working days to receive your order within Antigua. To further assist you, please check the status of your order via Your Account. If you still need help then please contact our customer service team, who will be happy to help.

Who will deliver my order?

If your order is to be delivered in Antigua, we use our own delivery vehicles. If your order is to be delivered overseas, we use internationally recognized couriers to ship your order. They both provide a great delivery service and we reflect this onto your experience of shopping with us.

How will my order be packed?

As you can imagine, shipping of fragile items can be a challenge. At Premier Beverages, we ensure that all products are in their original packaging and when boxed, the products are protected securely and tightly to avoid them breaking in transit to you. We do our best to ensure that your order arrives intact and undamaged.

Do you offer next day / Saturday delivery?

All orders received Monday-Friday before 9am will be delivered on the same day.  However if you place an order on Friday afternoon at 13.57Pm, you order will be delivered on Monday. Orders placed after 9am will be received the next working day, so please monitor your tracking via Your Account. Orders received on weekends or public holidays will be processed and shipped on the next working day. For example if you place an order at anytime on a Saturday then we will process and deliver it on Monday. For international orders, we will contact you via email with the delivery charges and, once approved your order will be dispatched the next working day. Currently we do offer limited Saturday delivery for local orders. Please request it on checkout and we will call to confirm your request.

What countries do you deliver to?

Our service is primarily for Antigua-based customers, but we can accommodate regional (Caribbean) orders and even international orders. However we are currently unable to deliver to any Middle Eastern countries and Canada due to local laws. Please note that you may need to pay duty depending on your country. Premier Beverages will NOT be responsible for import duties. All products sold through our portal are Antigua & Barbuda duty paid. You may need to pay duty at the destination port.

How much does postage and packaging cost?

Orders being delivered in Antigua over EC$250 qualify for our free delivery service. Under EC$250 we charge a flat rate of EC$25 per order. For overseas orders, we will contact you with the freight amount for approval before processing your order.

Can you deliver to a different address from the billing address?

Yes. This option is given to you during the checkout process. Please take care when entering your delivery details.

Can I collect my order?

Yes you can collect your order from our Retail Store, Premier Cru on Friars Hill Road in St. John's or any of our other locations.

I received a faulty / damaged bottle, what shall I do?

Shipping bottles and fragile products can lead to damages whilst your orders are in transit. Whilst we carefully select and package your products, once they have left our depot unfortunately we have no control over how they are handled (although we have told our courier to take extra special care). Should you receive a damage or faulty product, view our returns policy for further information.

Further information?

For further and more detailed information on deliveries please see Delivery Information.

 

Ordering

How do I place an order?

To place an order, simply add products to your shopping cart and follow the checkout procedure. If you are having technical issues, please call us and we will take your order over the phone.

What is the minimum / maximum order I can place?

We do not have a minimum or maximum order requirement. You can order as little as one (1) product to any quantity. For orders over EC$250 in value, you can take advantage of our free island-wide delivery service.

Can I order by telephone or fax?

Whilst we prefer you to use our online system to place your orders, we understand that sometimes you may like to speak to someone. Therefore please call us on +1 268 480 3200 if you would like to place an order over the phone. You can also fax your orders to +1 268 480 3215, if you prefer.

Can I cancel my order once if has been placed?

You may cancel your order at anytime up to 7 days once it has been placed. Please view our returns policy for further details.

 

Payments

Are my transactions secure?

To give customers’ confidence we use SSL to protect and secure transactions between your web browser and our servers. Your payment information is not made visible or accessible to the outside world as our servers are maintained and hosted in a secure location.

What payment methods do you accept?

We accept all major credit and debit cards, as well as cheque payments. If you have a credit arrangement with us, you may also buy on account. Payment options are given during the checkout process. 

Why has my payment not been accepted?

Premier Beverages carry out a number of validation checks to authenticate payment made electronically. However sometimes payments may be rejected. If this happens, please recheck your payment method and details. Alternatively you may contact our customer service team who will be happy to assist you.

 

Returns

Can I return something that I ordered?

Should you want to return an order to us, please view our returns policy for further details.

Do I have to pay anything for returning my order?

You will either need to pay postage on all items returned to Premier Beverages or drop it at our office on Friars Hill Road, St. John's. Please view our returns policy for further details.

Support

I'm stuck, I need help, may I speak to someone?

Of course you can. We are here to help so if you require any assistance whatsoever then please feel free to get in touch with our nadine@premierbev.biz.