If a wine you ordered is unavailable for any reason, we will email as soon as possible after order to indicate how long it will take to get your order to you, suggest an alternative or offer a refund.
Whilst we think it would be a shame to miss out on any of our fantastic wines, we realise that sometimes you can change your mind about an order. If that is the case, you can cancel your contract within 14 days of delivery and receive, within the following time frames, a refund for any unopened and intact bottles and for certain delivery costs:
Please note that some of our wines come in beautiful wooden cases imprinted with the name of the producer - this will be mentioned in the tasting notes; where you have ordered a full case of those wines, we can only make a refund for any intact and unopened wooden cases.
If we have slipped up and got something very wrong in our general description of any wines you have ordered, e.g. we have described it as red wine when it is white wine, you can cancel your contract and receive a full refund of any delivery costs, of the price of any unopened and intact bottles and any unopened and intact wooden cases and any reasonable costs of returning the wine to us via our courier company.
Given that everyone has different tastes, you may not agree fully with our tasting notes. The tasting notes are meant for guidance only and so we are unable to offer a refund if you disagree with our description of the wine in them.
When you cancel your contract, please send us by any of the following means full details of your order including the reference number:
Please see our Terms and Conditions for full details of your cancellation rights.
We will contact you upon receiving your cancellation notification to organise collection of the goods or return of the goods to us which should be no later than 14 days after cancellation
Unless you are returning goods to us because they are not as described, you will be responsible for the cost of returning the wine to us; we may offer to collect the wine from you for which we charge 45 pence per mile up to a maximum of £15 including VAT or we will ask you to use the carrier that delivered the wine to you. The costs will vary depending on the postcode area for collection but shall not exceed the charges set out in our Sale and Purchase of Goods Terms & Conditions .
All bottles to be returned to us should be intact, unopened and in their original packaging.
We and our delivery partners take great care to ensure that your products arrive intact. On the rare occasion that any bottles are damaged upon delivery, please call us on 0333 772 0301 or email us at firstname.lastname@example.org within 48 hours of delivery and we'll arrange to send a replacement or offer a refund.
Bottles that have been damaged prior to delivery should be kept for inspection.