We pack every order carefully and want your wine to reach you in the condition it left us. If something has gone wrong, please email us and we’ll deal with it as quickly and fairly as we can.
For all order queries, contact: hello@cavebristol.co.uk
Please include your order number so we can find your order easily.
If a parcel arrives damaged, or something is missing from your order, please let us know as soon as possible.
Where damage has occurred in transit, please send us photographs of the outer packaging, inner packaging and affected bottles. This helps us raise the issue with the courier and arrange a suitable resolution.
Depending on the circumstances, we may offer a replacement, refund or store credit.
Unopened bottles can be returned within 14 days of delivery, provided they are in resaleable condition.
Before sending anything back, please email hello@cavebristol.co.uk with your order number and the bottles you wish to return.
Once the bottles have arrived back with us and have been checked, we’ll refund the value of the returned wine. Delivery charges are only refunded where the order was faulty, damaged or incorrect.
Return shipping is arranged and paid for by the customer. Please package the bottles securely and use a tracked service. Until the parcel reaches us, the wine remains your responsibility.
Wine is a living product, and very occasionally a bottle may not show as it should.
If you believe a wine is corked, oxidised, refermenting, or otherwise out of condition, please contact us within24 hours of opening.
Please reseal the bottle and keep both the bottle and remaining wine. We may need it returned to us or inspected before we can confirm a fault.
Where a genuine fault is confirmed, we’ll offer a refund, replacement or credit, depending on availability.
Claims for faulty bottles can only be considered within 3 months of purchase, and only where the wine has been stored appropriately.
Mature wine comes with a degree of uncertainty. We do our best to source carefully and describe older bottles honestly, but age, cork condition, storage history and natural bottle variation can all affect how a wine tastes.
For wines over10 years old, we cannot guarantee that every bottle will be in perfect condition. These bottles are bought with the understanding that mature wine carries a higher risk of variation or deterioration.
We are unable to offer refunds or replacements for age-related character, bottle variation or deterioration in older wines.
Approved refunds will be made to the original payment method. Please allow a few working days for the refund to appear, depending on your bank or payment provider.
This policy does not affect your statutory rights.
