MESSAGE IN A BOTTLE
As of 18 June 2023
Please carefully read our refund policy. This policy has been put in place to guide both parties in the rare event things may go wrong.
In all cases, please contact us as soon as possible and we will do our best to resolve the issue (based on the policy below). Our goal is for your to enjoy our wines.
Issues during delivery
We understand that sometimes things may go wrong and that's why we have a refund policy for wines that are damaged or not as per your order.
We ask you to please contact us via WhatsApp within 24 hours of delivery and provide photographic proof of damage or discrepancy. We will replace the item with the same vintage or similar, depending on availability.
Please note we cannot exchange damaged wines which you have opened. We also cannot be accountable for damage or theft after delivery in situations where you have asked for the items to be left on your doorstep.
Label damage or minor foil damage unfortunately doesn’t qualify for replacement or refund. If there are obvious signs of the foil being cut or tampered with, please WhatsApp us.
We do not accept returns or refunds for wines that are not damaged or defective, but simply do not suit your taste preferences. We encourage you to read the product descriptions and reviews carefully before placing your order. If you need any assistance in choosing a wine, please contact our customer service team who will be happy to help you.
Mould on corks isn’t an unusual phenomenon and can often indicate correct storage. Therefore we don’t offer refunds or exchanges for wines which have mouldy corks.
Corked/Tainted bottles can be exchanged providing you have kept over half the bottle and the cork so we can trace this back to the source. Please contact us within 24 hours of opening the wine. If you have purchased multiple bottles of the same vintage, we ask you to keep them unopened in their packaging until we confirm their condition with you.
We reserve the right to charge you for these additional bottles opened by you.
We don’t offer refunds or exchanges on wines which are oxidised.
If you have any questions, concerns, or complaints regarding this refund policy, we encourage you to contact us using the details below:
This document was last updated on June 17, 2023