There was a delivery delay of over one week and no communication about it. Apparently the business was expanding / moving premises, and things were a bit upside down. All sorted now and Costomer Suppo... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I mean I would order again but the customer service team is very slow to respond. However it is still a great option for ordering wine. Great variety and price if it wasn't for the customer service is... See more
Company replied
Delivery took longer than initially expected but it did arrive about a week later and the wine so far has been excellent. Overall great product and great service. No additional fees charged on import... See more
Company replied
Decent quality wines at a great price, delivered on time safely. Not all selections the same standard- some at 89 others at 90-91. None below 88.
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Company details
Written by the company
Garrafeira da Ilha or Island Wine Store sell wine worldwide with more than five thousand articles.
Contact info
Rua Soares dos Reis 1324 A0, 4430-240, Vila Nova de Gaia, Portugal
- 918374086
- geral@garrafeiradailha.com
- garrafeiradailha.com
4.4
Excellent
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
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AVOID
Order not received not told there would be import taxes which were more than price of wine requested refund but no joy steer clear
August 18, 2026
Reply from Garrafeira da Ilha
Hi,
Thank you for your feedback.
We understand your frustration regarding the additional import charges associated with your order.
Following Brexit, alcohol shipped from Portugal to the United Kingdom may be subject to VAT, Excise Duty, customs clearance and other import-related charges determined by the relevant UK authorities. These charges are separate from the amount paid to Garrafeira da Ilha, and we do not receive or retain any part of them.
We are sorry that these additional costs and the subsequent delivery situation resulted in such a disappointing experience.
We will review your case and your refund request directly to ensure you receive the appropriate information regarding its current status.
— Garrafeira da Ilha Team
Coming home xact time .perfect
August 18, 2026
Reply from Garrafeira da Ilha
Hi Dick,
Thank you very much for your review.
We're delighted to hear that your order arrived exactly on time and that everything went smoothly.
We really appreciate your support and hope to make your next experience a full five stars 🍷
— Garrafeira da Ilha Team
Reply from Garrafeira da Ilha
Hi Mats,
Thank you so much for your fantastic review!
We're delighted to hear that you found the ordering process easy, the payment secure and the delivery quick and straightforward.
Thank you for choosing Garrafeira da Ilha. We look forward to serving you again soon 🍷
— Garrafeira da Ilha Team
UK Import Duty fees!!!!
Delicious wine but only 1 star because of import duty. There was no mention of it during the checkout process and no mention of duty to be paid for a UK buyer. Almost doubled the cost of the wine! £120 duty for 24 bottles. The wine is nice, but this was a very sneaky way to get my business. It should be clear on the website that UK buyers will have to pay the duty/import fees. Will not buy from them again because of this.
August 18, 2026
Reply from Garrafeira da Ilha
Hi Barbara,
Thank you for your feedback.
We're pleased to hear that you enjoyed the wine, but completely understand your disappointment regarding the additional UK import charges.
We would like to reassure you that these charges are not imposed or retained by Garrafeira da Ilha. Following Brexit, alcohol imported into the United Kingdom may be subject to VAT, Excise Duty, customs clearance and other charges determined by the relevant UK authorities.
Information regarding potential import charges is included in our terms. However, we appreciate your point that this information should be as clear and prominent as possible for UK customers before completing their purchase.
There was certainly no intention to mislead you, and we regret that the additional charges resulted in such a disappointing experience.
— Garrafeira da Ilha Team
Import Duties make the wine expensive
Delivery was awful maybe not senders fault but the fact that the goods arrived in the UK then went back to the EU and then came bavk led to a charge of £85.01 which was more than the original cost.Despite e mails to their support they still have not had the courtesy to reply. Overall the experience was awful and any future buyers be aware.Shame their was no zero stars option Impirt duties should be fully explained at checkout
August 18, 2026
Reply from Garrafeira da Ilha
Hi Alan,
We sincerely apologise for the overall experience you have had.
We completely understand your frustration, particularly regarding the unusual movement of the shipment and the lack of response when you contacted us for assistance.
The UK import charges themselves are determined by the relevant UK authorities and may include VAT, Excise Duty and customs-related fees. These amounts are not collected or retained by Garrafeira da Ilha.
However, regardless of the customs charges, you should have received a timely response from us regarding the delivery issue and the movement of your shipment.
We are reviewing the case and sincerely regret that the combination of delivery problems, additional charges and poor communication resulted in such a negative experience.
— Garrafeira da Ilha Team
I never received my wine
I never received my wine. £140 down the drain. Avoid like the plague!
August 18, 2026
Reply from Garrafeira da Ilha
Hi Conrad,
We're very sorry to hear that you have not received your order.
You should certainly not be left without either the goods you purchased or a proper resolution.
We are reviewing order #50437 directly to determine exactly what happened to the shipment and will contact you with an update and the appropriate solution.
We sincerely apologise for the frustration this has caused and appreciate the opportunity to investigate and put this right.
— Garrafeira da Ilha Team
Very high import duties
The import duties to the UK were very high, in fact more than the original purchase and carriage price of the wine cases. This brought the price of each bottle to £10, a fair bit more than equivalent Portuguese wines currently available in UK outlets.
Sadly, I won't be buying again
August 18, 2026
Reply from Garrafeira da Ilha
Hi,
Thank you for your feedback.
We're pleased that you chose our wines, but completely understand your disappointment regarding the additional UK import costs.
Following Brexit, alcohol shipped from Portugal to the United Kingdom may be subject to VAT, Excise Duty, customs clearance and other import-related charges. These amounts are determined by the relevant UK authorities and are not collected or retained by Garrafeira da Ilha.
We appreciate that these charges can substantially change the overall cost of an order and understand why this affected your decision regarding future purchases.
Thank you for sharing your experience.
— Garrafeira da Ilha Team
Accurate and timely delivery
Accurate and timely delivery. The quality of the products.
August 18, 2026
Reply from Garrafeira da Ilha
Hi Juha,
Thank you very much for your fantastic review!
We're delighted to hear that your order arrived accurately and on time, and that you were pleased with the quality of our products.
Thank you for choosing Garrafeira da Ilha. We truly appreciate your support and look forward to serving you again soon 🍷
— Garrafeira da Ilha Team
3 weeks between order and dispatch is…
3 weeks between order and dispatch is not ok. Not a single update before I asked for the third time whats happening.
August 18, 2026
Reply from Garrafeira da Ilha
Hi Patrik,
Thank you for your honest feedback.
We sincerely apologise for the significant delay with your order and, particularly, for the lack of communication during that period.
You should not have had to contact us repeatedly simply to understand what was happening with your order. Regardless of the reason for the delay, we should have kept you properly informed, and we fully understand your frustration.
We appreciate you bringing this to our attention and are working to improve the way we communicate whenever an order experiences an unexpected delay.
Thank you for your patience, and once again, please accept our apologies for the experience.
— Garrafeira da Ilha Team
Reliable delivery and excellent wine…
Reliable delivery and excellent wine for the price. The €7-00 red wine is in my opinion far better than the supermarket €10 - 12 bottles.
August 31, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi Richard,
Thank you so much for your fantastic review!
We're delighted to hear that you were pleased with both the reliable delivery and the quality of the wine.
It's especially rewarding to know that our wines are exceeding your expectations while still offering such great value compared with local alternatives.
Thank you for your trust and support. We look forward to serving you again soon 🍷
— Garrafeira da Ilha Team
Good communication
Good communication. There was a problem with the shipment; one of the boxes broke and the product was lost, but customer service provided a solution.
August 24, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi,
Thank you very much for your wonderful feedback.
We're very sorry that one of the boxes was damaged during transit, but we're delighted that our customer service team was able to step in quickly and provide a satisfactory solution.
Problems can occasionally happen during transport, and when they do, our priority is always to support our customers and make things right.
Thank you for your patience, understanding and trust in us. We truly appreciate your recommendation and look forward to serving you again 🍷
— Garrafeira da Ilha Team
Very disappointing experience
Very disappointing experience
I have ordered from this site several times and, although the first two deliveries were slow, they arrived successfully and I was very happy with the wine.
Unfortunately, my last two orders have been a completely different experience. I specifically asked if my orders could be sent using a different courier, as I have consistently had issues with UPS in my country, but I was told they only use UPS.
My second-last order took considerably longer than the estimated delivery time and arrived in two separate deliveries. Some of the wine was also missing because it had apparently been damaged by the courier.
My most recent order has been an absolute shambles. I placed the order at the end of July for 18 bottles and, weeks later, I have received just 6 bottles — and they were a mixture of bottles from the order. I was told the delay was due to items being out of stock, yet the items that eventually arrived were supposedly the out-of-stock items.
The most frustrating part has been the complete lack of communication. I have contacted the vendor repeatedly by email, WhatsApp and Instagram and have received no response whatsoever. I have also tried contacting UPS and have received no response from them either.
After having to spend so much time chasing this, I have now had to go through my bank to request a full refund for what was a fairly substantial order.
It is a real shame because the wine I received in my earlier orders was lovely, and I would have happily continued ordering. Unfortunately, the repeated delivery issues and, more importantly, the complete lack of customer service have left me with no confidence in ordering from this company again.
July 31, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi Sorcha,
We sincerely apologise for the experience you have had, particularly after having previously ordered from us successfully.
Having reviewed your feedback, we completely understand why you have lost confidence in the service. The repeated delivery issues are disappointing enough, but the lack of communication while you were trying to understand what had happened to your order is not the level of support we want to provide.
We are reviewing your most recent order and the outstanding items directly so that we can understand exactly what happened and ensure the matter is properly concluded.
We appreciate your previous trust in us and sincerely regret that your recent experiences have been so different from your earlier orders.
— Garrafeira da Ilha Team
Looks good on paper reasonable price…
Looks good on paper reasonable price and shipping but nowhere does it tell you about uk import duty liabilities which are more than the cost of the wine!! Wont recommend or ever use again, Laithwaites is cheaper once duties are added
August 26, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi,
Thank you for sharing your experience.
We understand how significantly UK import charges can affect the final cost of an order.
Since Brexit, alcohol imported from Portugal into the United Kingdom may be subject to VAT, Excise Duty and customs-related charges. These are determined by the relevant UK authorities and are separate from the price paid to Garrafeira da Ilha.
We do not receive any part of these charges.
We appreciate your comments regarding how prominently this information is presented and understand why the final cost affected your overall experience.
Thank you for your feedback.
— Garrafeira da Ilha Team
Good prices
I ordered 4 x 5 litre wine boxes and i was missing 1 x box. Problem is now solved and i got an email apologising for the delay it was because of moving into a new warehouse. So i would recommend this company.
August 18, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi Paul,
We sincerely apologise for what happened with order #50327 and, particularly, for the lack of response after you contacted us and provided photographs.
We understand that you ordered four 5L wine boxes and that, following damage during transit, only three were ultimately delivered.
As a long-standing customer, you should certainly have received a much faster response from us.
We are reviewing your case directly and will contact you to arrange a solution for the missing item. Please be assured that you will not be left out of pocket as a result of this incident.
Thank you for your patience and for your continued trust over the years.
— Garrafeira da Ilha Team
The best wine company to deal with
The best wine company to deal with, last order was delivered in less than a week, and the wine was excellent 🍷🍷
August 7, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi Eamonn,
Thank you so much for another fantastic review and for your continued trust in us over the years.
We're delighted to hear that your latest order arrived in less than a week and, most importantly, that you enjoyed the wine.
Having loyal customers like you means a great deal to us. We look forward to serving you again very soon 🍷🍷
— Garrafeira da Ilha Team
Import duties and unable to cancel…
Import duties and unable to cancel order.
Stated as delivered when only half of order recived - other half came a week later.
Low headline price but very expensive overall
Avoid
July 22, 2026
Reply from Garrafeira da Ilha
Hi Peter,
Thank you for your feedback.
We understand your frustration regarding both the UK import charges and the fact that your order arrived in separate deliveries.
Following Brexit, shipments containing alcohol from Portugal to the United Kingdom may be subject to VAT, Excise Duty and customs-related charges determined by the relevant UK authorities. These charges are not collected or retained by Garrafeira da Ilha.
Larger orders may also travel in separate consignments, which unfortunately means that parcels belonging to the same order do not always arrive on the same day.
We appreciate that the combination of these factors resulted in a disappointing overall experience and thank you for sharing your feedback.
— Garrafeira da Ilha Team
12 days so far waiting on delivery update
We had 2 very quick deliveries and are very happy with the wine. We processed a 3rd order on 10th August & other than the initial email confirmation we’ve had no further updates from them. I’ve emailed 4 times but no reply. I’ve called the number about 10 times and it only goes to voicemail. It’s now 12 days since our order, we’re very disappointed with your service on this order. Will have to get in touch with my bank if we don’t receive an update. Order number is 50346. I’m hoping someone finally gets back to me 🙏
31st Aug, we received an apology due to our delayed delivery, which arrived on 2nd Sept, very quickly once our email was answered. Great wine as ever, things happen, I hope the communication gap is rectified so it doesn’t happen to anyone else
August 10, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi,
Thank you for your feedback.
First of all, we sincerely apologise for the delay and, particularly, for the lack of communication regarding your order.
We completely understand your disappointment, especially as your previous orders with us were delivered quickly and without any issues.
You should not have needed to contact us repeatedly simply to receive an update. Regardless of the circumstances behind the delay, we should have communicated with you much sooner.
We are reviewing order #50346 directly and will ensure that you receive the necessary support and information to bring this matter to a satisfactory conclusion.
Thank you for your previous trust in us and for giving us the opportunity to put this right.
— Garrafeira da Ilha Team
Unfortunately I can't review the wines…
Unfortunately I can't review the wines as I have not received them. Was out for delivery with UPS a week ago, now it is "delayed" Ordered 02/08/26. Today is 21st! Ordered 2 5l boxes, one as a gift but now too late to give! I know this is not a direct problem with Garrafeira, however am rather disappointed that on emailing support to cancel my order and for them to organise return of same from UPS and refund me, no response has been received.
August 21, 2026
Unprompted review
Reply from Garrafeira da Ilha
Hi Malcolm,
We sincerely apologise for the experience you have had with this order and, particularly, for the lack of response when you contacted us for assistance.
We understand that one of the boxes was intended as a gift and that the delivery delay unfortunately meant it could no longer serve that purpose.
Although the original delay occurred while the shipment was with the courier, you should still have received a prompt response and proper support from us when you contacted us.
We are reviewing your case directly and will contact you to determine the current status of the shipment and the most appropriate solution.
Thank you for your patience and for giving us the opportunity to put this right.
— Garrafeira da Ilha Team
Terrible company.
July 27, 2026
Reply from Garrafeira da Ilha
Hi Mr Thompson,
We're very sorry to see that you had such a negative experience with us.
Unfortunately, your review does not contain enough information for us to understand what happened or properly investigate the matter.
We would genuinely appreciate the opportunity to understand the problem and see what we can do to help.
Please contact us with your order details so that we can review your case personally.
— Garrafeira da Ilha Team
Great tasting wine
Great tasting wine, good value. Took about 2 weeks to arrive. 6 of the bottles were plastic, which surprised me, still tasted great. Will order again.
May 20, 2026
Reply from Garrafeira da Ilha
Hi Nicola,
Thank you very much for your wonderful review.
We're delighted that you enjoyed the wines and found them to offer great value. We also appreciate your patience with the delivery time and your comments regarding the PET bottles.
It's wonderful to hear that you enjoyed the wines regardless and that you plan to order from us again.
We look forward to welcoming you back soon 🍷
— Garrafeira da Ilha Team
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