RETURNS

We want you to be happy with your order. If something is not right, please tell us and we will help. This page explains your rights and how to return an item.

YOUR RIGHT TO CANCEL AN ONLINE ORDER

If you buy from us online, you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days after you receive the goods, without giving a reason. To cancel, email sales@chiswickwine.co.uk with your name, your order number and a statement that you wish to cancel. You must then return the goods to us within 14 days of telling us you want to cancel.

CONDITION OF RETURNED GOODS

Goods must be returned unopened, sealed and in the condition in which you received them, so that we can resell them. Please take reasonable care of the goods while they are with you. The right to cancel does not apply to goods that have been opened, or to goods that are made to your specification or personalised.

HOW TO RETURN AN ITEM

1. Email sales@chiswickwine.co.uk with your name and order number.

2. We will confirm the return address and how to send the goods back. You can also bring them to the shop at 66 Southfield Road, London W4 1BD.

3. Pack the goods securely to avoid damage.

4. Keep proof of postage until your refund is confirmed.

FAULTY, DAMAGED OR INCORRECT ITEMS

If an item arrives damaged, faulty or not as described, or we send the wrong item, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and a photo. We will replace the item or refund you, and we will cover the cost of returning the item. This does not affect your legal rights under the Consumer Rights Act 2015.

CORKED OR FAULTY WINE

If you believe a bottle of wine is faulty, for example corked or spoiled, please keep the bottle and any remaining wine and contact us. We will look into it and put it right.

REFUNDS

If your return is accepted, we will refund you to the original payment method. We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them. We refund the price of the goods and standard delivery charges paid.

ORDERS COLLECTED OR BOUGHT IN STORE

If you bought in store, please bring your receipt and the item and speak to a member of the team.

GIFT CARDS

Gift cards cannot be exchanged for cash.

Email sales@chiswickwine.co.uk, Monday to Sunday, 9:00 to 22:00.