Damaged or Incorrect Items

Damaged Parcels / Damaged Item

If your parcel is visibly damaged or shows signs of leakage upon delivery, you should not accept it. In such cases, please request that the courier returns the goods to us. This process ensures that you are not held responsible for any damage that occurred prior to receiving your order, and allows us to manage replacements or resolutions promptly.

Damaged items - We are committed to ensuring that all our customers receive their items in perfect condition. If you believe there is a fault with any item you have received, please contact us immediately. Prompt notification allows us to address and resolve any concerns regarding faulty items as swiftly as possible. It is important that you inform us as soon as you discover any fault, so we can provide a timely solution to the issue.

Packing and Shipping Procedures

To minimise the risk of damage during transit, we take great care in packing all items securely and safely. Every item is wrapped and cushioned appropriately to prevent breakages and spillages, ensuring your order arrives in perfect condition.

If your purchase includes bottles with gift boxes, please note that the gift boxes will be flattened and packed separately alongside your item. This method helps to protect the integrity of the gift box and reduces the likelihood of it being damaged in transit.

For items with a hard outer shell, such as tins, wooden boxes, or unusually shaped cases, these components will be sent separately with your consignment. This approach further safeguards both the product and its packaging from potential harm during delivery.

Reporting Damaged Items

In the very unlikely event that your order arrives with any damage, please contact us as soon as possible. When getting in touch, include as much detailed information as you can regarding the issue. We may request photographs that clearly show the extent of the damage, including images of all the packaging. These details are necessary for insurance purposes and to help us process your claim efficiently.

Photographic Evidence Requirements

When reporting damaged or faulty items, it is essential to provide clear photographic evidence to assist in the resolution process. Please ensure you include:
  • Photographs that clearly show the detail of the damage or any faults on the items received. These images should capture the affected areas as comprehensively as possible, making it easier for us to assess the issue.
  • A picture that demonstrates the seal is intact on any damaged or broken bottle. This helps us verify that the product was not tampered with after dispatch and supports any necessary claims or investigations.

Retention of Packaging and Items

To assist us in resolving any issues related to damaged or faulty items, it is important that you retain the product, the original box, and all associated packaging materials until you receive further instructions from our team. Keeping these items intact is essential for the assessment and processing of your claim, as well as for any potential returns or investigations that may be required. Please do not dispose of any part of the packaging or the product until we have advised you on the next steps.

Lost Goods / Wrong Goods

In the rare circumstance that goods are misplaced during transit, we will arrange for a replacement to be dispatched directly to you, subject to availability.

Any discrepancies regarding the contents of your order, including any wrong items, should be reported to our Customer Services team at
01895 833 527 (International: +44 1895 833 527) within 24 hours of receiving your order. Our representatives are available Monday to Friday, from 9:00 am to 5:00 pm GMT, and are committed to providing prompt assistance.

Please note that no additional compensation will be provided.

If a replacement item is unavailable due to discontinuation or if the original product was a rare item, we will refund you the full cost of the item.