We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with its original labels, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address: Quinta da Portela, Nesperal, 6100-459 Sertã, Portugal
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
Damaged or defective: If the item is damaged or defective upon delivery, please take a picture and send it to firstname.lastname@example.org within 14 days after delivery. If we confirm that the product is indeed damaged or defective, we will give you a 100% discount code plus a free shipping code (this covers your replacement order shipping costs) with which you can order (free of charge) a replacement in our webshop. The replacement must be the same product (same product, same quantity) as the damaged/defective product. Please do not return the damaged/defective item to us; we do not accept returns of damaged/defective items. It is easier and cheaper both for you and for us if you keep the products and get a replacement from us.
Items that do not count as damaged or defective are wine bottles that are 'corked' / have a cork taint. We adhere to all hygiene standards and we do our utmost best to maintain a high quality wine production. Every now and then, however, a handful of wine bottles gets a cork taint.
Wrong item: if the item you received is not the item you ordered, please take a picture of the back label of the bottle and send the picture to email@example.com , with ''Wrong item'' in the e-mail subject line. If we confirm that the product is indeed different from your order, we will accept your return request.
We will give you instructions on how to return the products. After reading the instructions, please send us a proof of the return shipping so we know you're returning the item(s) to us.
We will then send you the product(s) from your original order.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns or refunds on gift cards.
We can also not accept returns or refunds for 'corked' bottles (wine with cork taint). Even though we keep high standards during the production process, it may happen that a bottle becomes corked. This happens very rarely.
The fastest way to ensure you get what you want is to apply for a return via e-mail, and once the return is accepted, make a separate order for the new item.
European Union 14 day cooling off period
If you order from a country in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. In this case shipping costs for the return are borne by you. As above, your item must be in the same condition that you received it, unused, with its original labels, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your refund request, and let you know if the refund was approved or not. If approved, you’ll get your order replacement voucher within 10 business days after the decision.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.