Returns and Refunds

If a bottle is not right, tell us. This policy sets out what can be returned, in what condition, and how refunds are issued. It sits alongside your statutory rights, which it does not replace.

Unopened bottles

Unopened bottles may be returned within 14 days of delivery provided the seal is intact, the label is undamaged and the item is in its original packaging. Contact us first for a return authorisation, because parcels sent back without one may be refused. Return shipping is your responsibility unless the item was wrong or faulty when it reached you.

Opened bottles

For legal and safety reasons we cannot accept returns of bottles that have been opened, partly consumed or decanted, except where the contents are faulty. If a wine is corked, oxidised or otherwise spoiled, keep the cork and at least most of the liquid in the bottle and contact us. We will assess it and, where appropriate, refund or replace it.

Items damaged in transit

Report a damaged or leaking parcel within 48 hours of delivery. Photograph the outer carton, the internal packing and the affected bottle, and keep everything until we confirm what to do next. Once the report has been reviewed we will arrange a replacement or a refund, including any shipping charge. Please do not pour the contents away before speaking to us.

Wrong or missing items

If the parcel contains the wrong bottle or is short of an item, tell us within the same 48-hour window with a photograph of the packing slip and the bottles received. We will correct the order at our cost.

Refunds

Approved refunds are issued to the original payment method. Allow several business days for the money to appear, since card issuers set their own posting times. Where an order is cancelled before dispatch we refund in full; where only part of an order is returned, the original shipping charge is refunded only if the whole order comes back.

Condition of returned goods

Returned items are inspected on arrival. Items that arrive back damaged through inadequate packing, or that are not in a resaleable condition, may be refused or refunded in part. Reusable packaging and a sturdy outer carton make this straightforward.

Exceptions

We cannot accept returns for change of mind on clearance items, personalised items, or any bottle we are legally obliged to destroy once it has left our control.

Contact

Start any return by emailing [email protected] or calling with your order number.Registered business details and alcohol licence information are available on request from customer support.