FAQs
Delivery
We package all of our wines carefully in environmentally friendly courier packaging to try to avoid breakages. Our couriers will contact you by text on the day before delivery confirming the delivery date and estimated time and giving you options, including changing the delivery day, collecting from their depot or leaving your parcel in a safe place at your property. If you choose to have your parcel left in a safe place, this is at your own risk and we cannot be held responsible for any loss resulting from this.
We endeavour to deliver all parcels as soon as possible – usually within 1-3 working days – but there may be times when delivery times are longer. If we are out of stock of a wine or there is going to be a delay with your order, we will contact you to let you know.
Refund policy
If you don't like any wine that you buy from us, for whatever reason, you may return any unopened bottles within 30 days of purchase and we shall refund your money without question or delay. This applies to United Kingdom customers only.
Our policy lasts 30 days only. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment, within 5 working days.
Claims
Any breakage, theft or short/partial delivery must be notified immediately and the delivery note amended accordingly. We cannot accept claims for any losses if the delivery note is signed ‘unchecked’. We also cannot be held responsible for theft if you have asked the courier to leave in a safe place and the wines are stolen.
Corked or out of condition bottles
All customers should inform us within 24 hours of uncorking if a wine is out of condition to enable us to confirm the complaint. Faulty bottles should be dated and kept and the nature of the fault clearly written on the label or otherwise notified to us in writing. We ask that you follow these steps to ensure we can do our best to rectify any issues with a wine you consider out of condition.
Shipping
To return your product, you should mail your product to:
Elementary Wine Company, 33 Royal Chase, Tunbridge Wells, Kent TN4 8AX
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Environmental policy
Our business is focused on trying to do the right thing for our planet. We only sell wines from sustainable and ethical producers, recycle all cardboard and bottles, use environmentally friendly packaging, an eco-friendly courier (DPD are making the switch to an electric fleet), a green electricity supplier, and a green bank. We are B-Corp pending, meaning we put people and the planet above profits.