Order Confirmation
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 5 working days, please reach out to us via email at sales@chilledvine.com so that we can help.

Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@chilledvine.com or call us on 0333 880 1970. Please note that you will need to contact this email address or number in order to receive a return address from us. Please DO NOT attempt to send your item back to the office address of Chilled Vine as there will be no-one to receive it, and any and all responsibility and costs associated with its return will lay with you, the customer.

Returns will be processed within 7 days. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any returns question at returns@chilledvine.com or call us on 0333 880 1970.

Damages, Defectiveness, and Issues
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@chilledvine.com so that we can open an insurance claim on your behalf.

Please be aware that that in the event that you sign for a physically damaged item, we cannot accept any returns. However, if you notice your item is electronically defective upon opening it from its packaging (meaning it is not physically damaged, but rather, it does not work as it should), please contact us via email at returns@chilledvine.com or call us on 0333 880 1970 and we will be able to arrange a refund for you.

Please DO NOT attempt to send your item back to the office address of Chilled Vine, as there will be no-one to receive it and any and all responsibility and costs associated with its return will lay with you, the customer.

Please note that this policy regarding defectiveness applies to electronic items only. Any physical damages or defectiveness caused by the customer will not be eligible for a return or refund.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (e.g. special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return Costs
You are responsible for any shipping costs associated with any and all returns.

Cancellations & Refunds 
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Please note that any refunds can only be issued to the same payment method that was used to place the order, and cannot be refunded to an alternative card, bank account or payment method.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will automatically be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and submit the refund.

If more than 15 business days have passed since we’ve approved your return and you have not received your payment refund, please contact us at returns@chilledvine.com or call us on 0333 880 1970.

NOTE: This and all of our policies are subject to change. Please refer to our website for the most up-to-date information.