Customer Service

Orders & Returns

Everything you need to know about placing orders, delivery timelines, and our returns policy.

How Orders Work

When you purchase a wine investment through our platform, the order is processed and the wine is transferred into your personal account within our bonded warehouse network. All ownership records are updated in our secure registry, and you will receive a confirmation with full details of your acquisition.

Orders are confirmed instantly with a digital receipt and contract note.
Title transfer is completed within 2–3 business days of payment clearance.
Wines remain in HMRC-approved bonded storage unless you request physical delivery.
You can view your full portfolio and order history in your investor dashboard at any time.

Physical Delivery

While we recommend keeping your investment in bonded storage for optimal conditions and ease of trading, you may request physical delivery of your wines at any time. Delivery is arranged through our logistics partners and insured transit services.

Standard delivery within the UK: 5–7 business days from request.
International shipping available with customs clearance assistance.
All shipments are fully insured and temperature-controlled where applicable.
Delivery costs vary by destination and order size — quoted at time of request.

Returns & Cancellations

As fine wine is a tangible investment asset, our returns and cancellation policy is designed to protect both buyers and sellers while maintaining market integrity.

Cooling-Off Period

Under UK consumer protection law, you have a 14-day cooling-off period from the date of your order confirmation. During this period, you may cancel your order and receive a full refund of the purchase price, provided the wine has not been physically delivered or removed from bonded storage.

Post-Cooling-Off Cancellations

After the 14-day cooling-off period, cancellations are handled on a case-by-case basis. Wines listed on our secondary marketplace may be sold back through the platform at prevailing market prices. We recommend contacting our client services team to discuss your options.

Damaged or Incorrect Items

In the unlikely event that your wine arrives damaged, or if there is a discrepancy in your order, please contact us within 48 hours of delivery or notification of transfer. We will arrange an inspection, replacement, or refund as appropriate. All wines are fully insured during transit and storage.

Need Help With an Order?

Our client services team is here to assist you with any questions about orders, deliveries, or returns.