DELIVERY & RETURNS
We want every order from Secret Bottle Shop to arrive safely and exactly as expected.
If something is wrong with your order, or you have simply changed your mind, you will find everything you need to know below.
CHANGED YOUR MIND?
For most products bought online, you have a statutory right to cancel your order within 14 days of receiving it.
You then have a further 14 days to return the goods after notifying us that you wish to cancel.
To cancel an order, please contact us in writing within the cancellation period.
Once you have notified us, we will provide the appropriate return instructions.
RETURNING YOUR ORDER
Unless your order is being returned because it is faulty, damaged, incorrect or otherwise does not conform to your order, you are responsible for the cost of returning the goods to us.
Goods should be returned securely packaged and in suitable condition.
You are responsible for the goods until they have been safely returned to us, so we strongly recommend using a tracked delivery service and keeping your proof of postage.
For alcohol products, bottles should be returned unopened and in their original condition.
You may be responsible for any reduction in the value of goods caused by handling them beyond what is reasonably necessary to establish their nature, characteristics and functioning.
REFUNDS
Once a cancellation has been validly made and the goods have been returned, we will process your refund in accordance with your statutory rights.
Where a statutory cancellation applies, we will refund the standard delivery charge paid for the original order. If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery option.
We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever happens first.
Refunds are normally made to the original payment method.
Your payment provider may take additional time to make the refunded funds available in your account.
FAULTY, DAMAGED OR BROKEN ORDERS
We take great care when packing your order, but bottles can occasionally be damaged during transit.
If something arrives damaged, broken or faulty, please contact us as soon as possible.
IF YOUR PARCEL IS DAMAGED ON DELIVERY
If the parcel is visibly damaged, leaking or broken when the courier delivers it, please do not accept the delivery if possible.
Ask the courier to return the parcel to us.
If you have already accepted the parcel, please contact us straight away.
WHAT WE MAY NEED FROM YOU
To help us resolve the issue quickly, we may ask you to provide:
- Photographs of the damaged product
- Photographs of the outer packaging
- A photograph showing the shipping label
- A photograph of the bottle and its seal
- Details of what happened when the parcel was delivered
Please keep the product and all packaging until we have confirmed that you can dispose of them.
In some cases, we may need the goods returned to us for inspection.
RETURNING DAMAGED OR FAULTY GOODS
Where a return is required because an item is damaged, faulty or does not conform to your order, we will provide the appropriate return instructions.
Where applicable, we will provide a prepaid DPD return label.
Once the returned goods have been received, we will arrange the appropriate replacement, refund or other remedy in accordance with your statutory rights.
INCORRECT OR MISSING ITEMS
Please check your order when it arrives.
If you have received the wrong product, an incorrect quantity or an item is missing, please contact us as soon as possible.
We will investigate the issue and let you know what we need to resolve it.
RECEIVED THE WRONG ITEM?
Please contact us before sending anything back.
Where the incorrect item needs to be returned, we will provide a prepaid DPD return label.
The incorrect item must be physically returned to us before a replacement is sent or a refund is processed, unless applicable statutory rights require otherwise.
Once the returned item has been received, we will arrange the appropriate replacement or refund.
SOMETHING IS MISSING?
If an item is missing from your order, please contact us as soon as possible.
We will check your order, packing records and dispatch information and work with you to resolve the issue.
ORDERS RETURNED TO US
There are occasions when a parcel is returned to us by the courier.
This can happen if:
- Nobody is available to receive the order
- The recipient cannot provide the required proof of age
- The courier cannot complete the delivery after the available delivery attempts
- The delivery address is incorrect
- A DPD Ship to Shop parcel is not collected within 7 days
- The parcel is refused or otherwise cannot be delivered
If a parcel is returned to us, we will contact you where appropriate.
Where permitted by law, the original delivery charge will not be refunded when an order is returned because it could not be delivered or collected.
If you ask us to send the order again, a new delivery charge will apply.
DPD SHIP TO SHOP RETURNS
If you choose DPD Ship to Shop, your parcel must be collected from the selected Pickup location within 7 days.
If it is not collected within this period, DPD will return it to us.
Where permitted by law, the original delivery charge will not be refunded when an order is returned because it was not collected.
If you would like us to send the order again, a new delivery charge will apply.
PERSONALISED & ENGRAVED PRODUCTS
Personalised and engraved products are made specifically to your requirements.
For this reason, personalised products may be excluded from statutory cancellation rights where the relevant legal exception applies.
This can include bottles engraved with your chosen message.
Please check your engraving details carefully before placing your order.
If your personalised product arrives damaged, faulty or incorrectly made, please contact us and we will assess the issue in accordance with your statutory rights.
GIFTS AND ORDERS SENT TO SOMEONE ELSE
If you have sent an order as a gift, the same return and cancellation rules apply.
If the recipient receives a damaged or incorrect item, please ask them to keep the product and packaging and contact us.
For alcohol deliveries, the recipient must still be aged 18 or over and may be required to provide valid proof of age.
HOW TO CONTACT US
If you need to cancel an order, arrange a return or report a problem, please contact our team.
Secret Bottle Shop
39 Widemarsh Street
Hereford
Herefordshire
HR4 9EA
UK
Telephone: 01432 357872
Email: sales@saxtyswines.co.uk
When contacting us about an order, please include your order number wherever possible.
We will always aim to resolve issues as quickly and fairly as possible.
