One of our core values at The English Vine is that ‘the small things make the biggest difference’. That’s why we’ll always go above and beyond to ensure that if you’re not happy with your wine or it arrives damaged, we’ll replace it for you, free of charge. Just contact us here or drop us an email at email@example.com and we’ll take it from there.
Want to know the details, then read on my friend - we are here for you.
My products arrived all sorts of broken
Please notify us within 5 working days of any goods that arrive damaged using the contact details above.
We request that broken bottles are not returned but please capture 2-3 photos of the damage in case this is requested by the team. Once done, damaged glass bottles can be recycled through your local recycling centre or through your local council.
If the damage relates to products other than wine please keep hold of the damage product until you have contacted us and we’ve agreed the next steps. If anything needs returning, we will cover the cost of the return.
Urgh, I’m not happy with my wine
Firstly, that sucks. We pride ourselves on tasting hundreds of wine from across the UK, the good, the bad and the ugly. We’ll only sell wine that we love and hope you do too. But for whatever reason if the love is gone then here is what you need to do:
Within 3 months of placing your order:
If you’ve opened two bottles or less in a case of twelve, or one in a case of six, we can organise collection and give you a full credit or refund — your choice.
If you’ve opened more, or it’s a smaller order or mixed case, please contact us and we will make a plan from there.
We will organise and pay for the collection of the wine, no charge to you, and you’ll have a choice of either a replacement, refund or credit on your next order. All we ask is that the wine is packaged in a suitable box, in good condition, with unopened bottles inside, taped up securely and free from dangerous materials e.g. sharp edges. Got to keep those courier drivers happy.
OK, done everything you asked, how long do refunds, replacement or credit take?
If you decided that you would prefer a refund over a replacement or credit, then we’ll work hard to make that happen as soon as we can.
For broken bottles, once you’ve contacted us and supplied necessary details (including photos if required), we will then send the refund or replacement or issue a credit within 2-3 working days.
For returned bottles, the refund or replacement or credit will be issued once the wine has been received by us. Please allow 2-3 working days from this point.