The wine was damaged in transport

We try hard to minimise breakage risk with top packaging, as we know how disappointing it is to get a broken bottle, but they do occasionally happen.

Always check as soon as possible and if there are any problems call us as soon as possible so we can fix it for you.

For damage to the bottle or packaging, please take photos (of the packaging also if it was damaged) as it helps us identify the cause and perhaps prevent other problems in the future.

If you receive a damaged bottle (labels)

For mature vintages labels can have small amounts of damage - but if the parcel was damaged and the label consequently damaged, please get in touch and we'll try to make it right.

If you are told your parcel is delayed

Most of the time delays are just delays, but sometimes they are breakages

If a package is identified as containing a broken bottle the delivery will be marked as delayed. We have to contact the courier and wait for confirmation before we act, as we cannot tell if it is a breakage or a delay for another cause.

If the courier tells us there is a breakage we will if possible immediately send a replacement delivery and request the damaged parcel be returned. But sometimes they decide to deliver the parcel. 

We will try to keep you informed throughout and do our best to get you wine as soon as possible.

If you receive a broken bottle

It is is also possible that a breakage may not be detected prior to delivery so please check your wine for damage as soon as possible after receipt. The sooner you notice the better, so please try to open and check the case on delivery if possible.

We need to know how a breakage could happen, so please take a photo of the damage and the packaging so we can find out what has occurred and raise the issue with the courier if necessary.

Categories: After Sales
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