Returns and Refunds

Returns and refunds

Alcohol is a regulated product and cannot simply be posted back, so this page sets out the short list of situations where we replace a bottle or refund your money. The rule of thumb is simple: if the fault is ours or the carrier’s, we fix it. If the bottle has been opened, we cannot.

Damaged or faulty bottles

If a parcel arrives with a cracked bottle, a soaked box, a broken seal or a bottle that is visibly cloudy, leaking or short of the expected level, contact us within a few days of delivery. Send the order number and a photograph of the damaged bottle and its packaging. We will arrange a replacement where stock allows, or a refund to the original payment method. Please do not pour the contents away until we have replied; carriers sometimes ask for the bottle back, and emptying it makes that harder.

Wrong item

If you receive a different bottle from the one on your confirmation, tell us and keep it sealed and upright. We will send the correct bottle and cover the cost of retrieving the wrong one, or refund you if you would rather not wait for a swap.

Condition of accepted returns

Where a return is possible at all, the bottle must be unopened, with the cap, cork or screw cap intact, the label undamaged and the fill level unchanged. Photographs may be requested before we issue a label. Because we cannot verify the storage history of a bottle that has left our hands, unopened returns are accepted at our discretion and only where the law of the destination state permits it.

Change of mind and cancellation

You can cancel an order before it is picked. Once it has left us, cancellation becomes a return, and the carrier may already have attempted delivery. Refunds go back to the same payment method used for the order, and banks typically take five to ten business days to show the credit. Shipping charges are refunded when the problem was ours, and not when an order comes back because nobody of legal age was home to sign.

Contact

To start a claim, write to [email protected] or call with the order number to hand.