RETURN POLICY
We are committed with the delivery of high-quality product and the complete satisfaction of our clients is our goal. We work with the best quality transport companies available in the market to guarantee that.
All our products are stored in a temperature-controlled environment and are in excellent condition upon leaving the fulfillment center.
If you receive a damaged parcel
During the delivery of your order, you should inspect all parcels and report any visible damages to the transport courier. Should any bottle be broken during shipping, you should contact us at [email protected] within 48 hours of receipt of the order, so that we can initiate a claim with the transport company. We may need photos of the damaged parcel so we advise you to take pictures. The original box should be kept and if you pretend to return the parcel, the contents should be kept exactly as found. We will either arrange to have the parcel picked up, send a new parcel with the missing bottles or refund the missing bottles, according to your request.
If you bought too much
To make event planning easier, we accept returns on unopened bottles of wines. If you have wines left over after an event, you may return those bottles, along with the original sales receipt. We will inspect your return and proceed with the refund of those bottles until one week after the return. The return of those bottles should be made according to the "How to return items" procedure that we explain below.
If you found a defective product
We stand behind all the products we sell. You just need to contact our customer care team to the email [email protected] explaining the issue and we will follow the "How to return products" procedure. In all cases the defective products are subject to our evaluation, or if needed, to the producers evaluation and without any guarantee of being accepted as defective. In all cases, if the product is in good conditions to be marketed again, or returned in the same conditions as it was delivered, the complaint is accepted and the product replaced or refunded according to the procedures explained below in the "How we issue refunds and exchanges"
If you found a defective bottle
If you open a bottle and find that it's defective, you should keep the cork and take the batch number. Usually you can find it in the back label of the bottle. The next step is to report that to our customer care team by email to [email protected]. We may need to ask the cork back, and in those cases you can post it in a mail envelope to our address that can be found in the invoice that followed your order.
According to the batch number provided or the cork received, we will inform you of our decision and if the complaint is accepted, we will issue a coupon voucher for the bottle or replace it for another bottle of the same wine depending on your decision.
Since we cannot control how you store your bottles, we will only accept complaints on defective bottles within 30 days of the purchase. Items to be returned are subject to evaluation by our staff, and must be accompanied by the original sales receipt.
If you refused or weren't able to receive the parcel
We will always do a second delivery attempt if you weren't able to receive the original parcel, but please follow your parcels with the tracking link provided in the shipping confirmation just to avoid having wines traveling back and forward. The transport cost on the second delivery attempt will be on us but we ask you to be alert about the estimated day for the delivery to avoid a third shipping, that will be on your expense.
Parcels that are refused by the client will be canceled and refunded for the value paid minus the shipping fees and the customs fees if arriving from outside the EU space.
Parcels returned twice with the indication of "unable to deliver" will be canceled and refunded for the value paid minus the shipping fees and the customs fees if arriving from outside the EU space, or shipped one more time if the client assume the shipping cost for this new shipment.
How to return items
If you wish to return items, please contact our customer care team within 30 days of the purchase.
Wines should not be returned without prior approval from our customer care team.
All concerns of this nature should be addresses to the email [email protected] with the inclusion of the order id and the reason for the return .
After you receive our ok for the return, you can send the items back to our warehouse. The return address can be found in the invoice that goes along with the products. If you need our services for the return, we can book with our transport company the pickup of the parcel and the expenses will be charged to you.
If the parcel is damaged, wrongly delivered or if you received an incorrect product we will solve this directly with you, either refunding the missing / damaged bottles or asking our transport partners to pick the bottles in your address.
Who pays for return shipping
We will assume all costs regarding situations of damaged or wrongly delivered items. Our customer care team will arrange with you the pickup of the parcel and we will use our transport companies.
If you opt to return items, please follow the "How to return items" procedure sending the items in the original box to our address at Rua Dr. Eduardo Santos Silva nº 261 - AT | 4200-283 Porto - Portugal.
How we issue refunds and exchanges
Defective items may be exchanged for items of equal or greater value. Refunds on returned wines will be issued in the original form of payment or in a coupon voucher depending on the clients approval and until 7 days after the return.
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