Wine is not a normal parcel, so it is worth being clear about what you can send back and when.
Changing your mind
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the wine back.
To cancel, email sales@landofwine.uk with your order number. You do not have to give a reason.
Bottles must come back unopened, with seals and capsules intact, and in a condition we could sell them in. We cannot refund a bottle that has been opened or tasted unless there is something wrong with it, which is covered below.
Return postage is yours to pay unless the wine is faulty or we sent the wrong thing. Please use a tracked service and pack the bottles properly: until they reach us they are your responsibility, and wine sent loose in a box rarely survives.
We refund within 14 days of the wine getting back to us, to the card you paid with, and that includes the outbound delivery charge.
If a wine is faulty
Corked, oxidised, or otherwise not right: tell us within a reasonable time and we will replace the bottle or refund it. Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund.
Keep the bottle and whatever is left in it. We do not need much, but we do need to see it, and it also lets us take it up with the producer.
You do not pay return postage on a faulty bottle.
Damaged in transit
Photograph the box and the bottles before you clear anything up, then contact us. We will replace or refund. Please tell us within 48 hours of delivery if you can, because that is the window our courier gives us to make a claim, though we will not refuse you for missing it.
Wrong item
If we sent the wrong wine, that is on us. We will collect it and send the right one, or refund you in full.
What we cannot take back
- Opened bottles, unless the wine is faulty.
- Bottles that have been stored somewhere hot or in direct sun. Wine is perishable, and heat damage is not something we can resell through.
- Anything bought as part of a trade order. Trade sales are business to business and the consumer cancellation rights above do not apply. Talk to us and we will sort it out on the merits.
Getting in touch
Email sales@landofwine.uk with your order number and we will pick it up from there.