Returns and Refunds

Before you open it

If an order has not yet left the warehouse it can be cancelled for a full refund, with nothing to explain. Once it has been delivered, the rules change, because a bottle that has been opened cannot be resold and cannot be returned.

Unopened bottles

An unopened bottle may be returned within thirty days of delivery. To qualify, the bottle must be in its original condition: the closure intact and unbroken, the label undamaged and legible, the glass free of cracks and chips, and the bottle sent back in the packaging it arrived in or in packaging of equivalent strength. Condition is assessed when the parcel reaches us. A return that fails the condition check can be sent back to you at your cost or disposed of, whichever you prefer.

Damaged or faulty bottles

A parcel that arrives damaged, leaking or with a lifted cork is our problem, not yours. Tell us within two working days of delivery and include a photograph of the outer box, the inner packaging and the bottle itself. Keep everything until the claim is settled, because the carrier may ask to inspect it. Once the report is accepted we will send a replacement if stock allows, or refund the bottle and the shipping charge in full. You will not be asked to ship a broken bottle back.

How to start a return

• Email the order reference, the bottle name and the reason for the return.
• Wait for the return authorisation and the address to send it to. A parcel sent without one cannot be matched to an order.
• Pack the bottle upright with padding on every side and use a tracked service. A return that goes missing in transit is not something we can refund.
• Send the tracking number so the parcel can be watched in.

Refunds

Refunds are issued to the original payment method once the return has been inspected, usually within five working days of arrival. Original shipping costs are refunded when the whole order is returned or when the fault was ours; for a partial return of a sound bottle, the outbound shipping charge is not returned. A refund may be reduced where a bottle arrives back in a condition that no longer allows it to be sold.

What cannot be returned

Opened bottles, bottles stored for months in a warm room after delivery, and anything bought as a clearance or final-sale item are excluded. A bottle that simply did not suit a personal taste is not faulty, but tell us anyway — we would rather explain the style than leave you guessing.

Operator record

Registered business details and alcohol licence information are available on request from customer support.

Contact

Start a return or ask about a refund by writing to [email protected] or calling .