We are committed to the delivery of high-quality wines and your complete satisfaction is our goal. We utilize the best quality shipping companies available.
All of our wines are stored in a temperature-controlled environment and are in excellent condition upon leaving the fulfillment center.
If you receive a damaged parcel
Please inspect all packages as soon as they are received. Should any bottle(s) be broken during shipping, please contact us at email@example.com within 48 hours of receipt of your package(s), so that we can initiate a claim with the shipping company. Please keep the original package(s) and its contents exactly as you found them if at all possible. We will arrange to have the wine picked up or we will send a new parcel with the missing bottles.
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 them, along with your original sales receipt, for a full refund within 30 days of purchase.
If you bought a defective item
We stand behind all the wines we sell. If you open a bottle and find that it is defective, we will gladly exchange it for a bottle of equal or greater value. The exchange value is based upon what you paid for the defective item, NOT the item’s price the day you return it. If you exchange an item for one of greater value, you will be asked to provide the retail price difference, along with any applicable taxes, at the time of the exchange. We do not issue store credit.
Since we cannot control how bottles are stored once they leave our possession, we will only accept bottles for exchange within 30 days of purchase. Items to be returned are subject to evaluation by our staff, and must be accompanied by your original sales receipt.
If you refused or weren't able to receive the parcel
We will do a second delivery attempt if you weren't able to receive the parcel. We will assume the cost for the delivery so we ask you to be alert about the estimated day for the delivery because we can't assume more deliveries attempts.
Orders that are shipped and refused by the customer or returned by the shipping company as "unable to deliver" will be credited the cost of the product minus any and all shipping charges.
How to return items
If you wish to return items please contact our customer care team within 30 days of your purchase.
Wine should not be returned without prior approval from our customer care team.
Please address all concerns of this nature to firstname.lastname@example.org and make sure to include customer name and address, date of purchase, product name and vintage, and reason for concern.
After you receive our ok you can send your items back to our warehouse. You can find the address in the invoice that goes along with the products.
If the parcel is damaged, wrongly delivered or if you receive an incorrect product we will be glad to ask our transport partners to pick the parcel(s) 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 company.
If you opt to return items please follow the "How to return items" procedure and send the items in the original box to our address at Rua Dr. Eduardo Santos Silva nº 261 - AI | 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 your decision.