Returns, Exchanges & Refunds

We accept returns, refunds and exchanges if you received the wrong product in your package or if there was a breakage during delivery and/or you received damaged goods. 

We highly recommend that you immediately inspect the goods delivered to you to ensure that you have received the correct items. You must notify us within 24 hours of receiving your wine if there are any discrepancies or damages with your order.

In the unlikely event of a discrepancies or damages to goods delivered, please contact us via email or Whatsapp with a photo proof of the wrong or damaged item as soon as possible.

If the wrong wine or vintage has been delivered to you, we will replace the wine the next working day. It is your responsibility to ensure that the wine remains unopened and in good order until we collect them. We will not offer store credit, refund or replacement once the wine has been opened and consumed.

In cases where we are instructed to leave your wine at your doorstep during delivery, we take no responsibility for theft or breakages after the wine has been delivered. Photos are taken during such deliveries as proof that you will have received the correct number of bottles and the items are intact at the time of drop-off.

In the event of a wine fault or damage, we will either offer you a refund in the form of store credit, or a product exchange. Our return policy on these are as follows: 

Label or Foil Damage

We do not offer any replacement or refund for slight tears on labels or foils. A label may have been inadvertently cut while opening the wine cases for Customs checks or during the fulfilment process. However, if the foil has been visibly cut or scored with a knife, and if there is evidence of wine seepage, we will offer a replacement or full refund in the form of a store credit. 

Corked Wine

In the event of cork taint, we will require proof in the form of the unfinished bottle of wine containing at least 500ml, as well as the cork (the cork seal has a serial number that helps us to track the issue with our producers). You will need to inform us within 24 hours of opening the bottle, so we can arrange the collection. 

If you have purchased several bottles of the same wine from the same vintage, please ensure that you keep the remaining bottles intact and unopened until we can confirm approval of a product return. We reserve the right to charge you for any additional bottles opened from the case.

Oxidized Wines

All our wines are kept under optimal storage conditions. Once the wine has been delivered to you, we have no control over how the wines are stored and managed in your possession. Therefore, we will only accept returns on oxidized wines within 3 days of delivery. 

Mould on Cork

The ideal wine storage needs about 60% relative humidity, and 13-15°C. Mould on cork is therefore a sign that the wine has been stored in proper storage conditions. For this reason, we do not offer refunds or accept returns of wine bottles with mouldy cork.

Having a Party and ordered too much wine? 

If you're having a party and ordered too much wine we're happy to take back whatever you didn't use within 3 days of delivery. It's critical our wines are kept in optimal storage conditions therefore we reserve the right to decline returns if the wines have been found to not be kept in a cool storage location before the return. We're here to help though so give us a call if you have any questions or concerns.