Returns policy

We are committed to delivering high quality products and the full satisfaction of our customers is our goal. We work with the best transport companies available on the market to guarantee this.

All of our products are stored in a temperature-controlled environment and are in excellent condition when leaving our distribution center.

If you receive a damaged package

During delivery of your order, you must inspect all packages and report any visible damage to the carrier. If a bottle breaks during transport, you must contact us via email at within 48 hours of receiving the order, so that we can initiate a claim with the carrier. We may need photos of the damaged package, so we recommend taking photos. The original box must be kept and if you intend to return the package, the contents must be kept exactly as found. We will arrange to collect the package, send a new package with the missing bottles, or refund the missing bottles, depending on your request.

If you bought too much

To make event planning easier, we accept returns of unopened wine bottles. If there are wines left over after an event, you can return these bottles, along with the sales invoice. We will inspect your return and refund the value of these bottles within one week of receipt. The product must be returned in accordance with the "How to return products" procedure explained below.

If you found a defective product

We guarantee every product we sell. Just contact our customer support team by email at explaining the matter and we will follow the “How to return products” procedure. In all cases, defective products are subject to our assessment, or if necessary, the assessment of the producers and without any guarantee of being accepted as defective. In all cases, if the product is in good condition to be resold, or returned in the same condition in which it was delivered, the claim is accepted and the product replaced or returned in accordance with the procedures explained below in "How we issue refunds and exchanges "

If you found a defective bottle

If you open a bottle and discover it is defective, you must keep the cork and copy the batch number. Normally the batch is present on the back label of the bottle. The next step is to communicate this to our customer support team by email at . We may need you to send the cork back to us and in these cases you can send it in a post envelope to our address which can be found on the invoice accompanying 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 voucher for the bottle or replace it with another bottle of the same wine depending on your decision.

Since we cannot control how you store your bottles, we will accept complaints about defective bottles within 30 days of purchase. Items to be returned are subject to evaluation by our team, and must be accompanied by the original sales invoice.

If you refused or were unable to receive the order

We will always make a second delivery attempt if we are unable to receive the original order, but always follow your orders via the tracking link provided in the shipping confirmation just to avoid wines traveling back and forth. The shipping cost for the second delivery attempt will be at our expense, but we ask that you pay attention to the scheduled delivery date to avoid a third shipment, which will always be at your expense.

Orders that are refused by the customer will be canceled and refunded the amount paid less shipping costs and customs fees if arriving from outside the EU.

Orders returned twice with the indication "undeliverable" will be canceled and refunded the amount paid less shipping costs and customs fees if arriving from outside the EU, or sent once again if the customer assumes the shipping costs. sending this new shipment.

How to return products

If you wish to return products, please contact our customer service team within 30 days of purchase.

Wines must not be returned without prior approval from our customer service team.

All questions of this nature should be sent to the email including the order ID and the reason for the return.

After receiving our OK to return, you can send the products back to our warehouse. The return address can be found on the invoice accompanying the products. If you need our services for the return, we can arrange collection of the order with our carrier and the costs will be borne by you.

If your package is damaged, delivered incorrectly or you received an incorrect product, we will resolve the issue directly with you by returning the lost/damaged bottles or asking our shipping partners to collect the bottles from your address.

Who pays the return cost

We will assume all costs relating to damaged or poorly delivered products. Our customer service team will arrange collection of the package with you and we will use our transport companies.

How we issue refunds and exchanges

Defective products may be exchanged for others of equal or greater value. Refunds are issued in the same form as the original payment or via a coupon, depending on customer approval and up to 7 days after return.