Returns Procedure / Unwanted items:
We are able to cancel your order whilst within the order processing status, however, once the order status has changed to Order at Depot or Completed and Dispatched and dispatched to the courier, orders cannot be recalled or stopped by a cancellation.
If the order is delivered and the items are unwanted and you wish to cancel your order you may do this within your rights of the Consumer Contracts Regulations 2013. You are obliged to retain possession of the goods and take reasonable care of them and ensure you inform us by email to firstname.lastname@example.org with your name, address, email address and telephone number and details of the order you wish to cancel within 14 days of receiving the goods or services.
Please ensure you return the goods to us within 14 days of the cancellation (at your cost) and we strongly recommend using insured postage to the value of the goods as no refunds will be issued on goods that arrive damaged). We do not arrange collections for unwanted items. Please fill out the reason for return on the reverse of the delivery note and enclosed this with the product(s) being returned. Please package up securely and please remove any original dispatch labels.
Return address: The Drinks Emporium, 217 Aston Road, Birmingham B4 4LH, West Midlands, UK.
We will reimburse you the amount in relation to the goods to which the cancellation rights apply this includes the initial cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is either as a result of unnecessary handling by you, signs of damage or tampering or damage caused during transit of the goods back to us any of which may render the goods unsaleable. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Our usual order cancellation, returns and refund policy does not apply for bespoke 'made to order' goods or perishable goods which cannot be returned unless faulty.
Damaged or faulty goods:
The Drinks Emporium will provide a replacement, credit or full refund if breakage occurs during transit or for products that are faulty. We must be notified of damaged or faulty products within 48hrs of delivery. We may require the faulty products to be returned to us so please keep all the original packing. In order to process a refund or replacement due to damage or breakage, a photograph of the damaged goods may need to be provided.
Damage to Gift Boxes: Where there is an upcharge for a gift boxed item over a standard bottle and a gift box is damaged, we will refund the difference paid. If there is no price difference or a gift box is standard then no refund can be applied. Items are sold for the bottle and contents but where we consider the gift box to be intrinsic to the product then a replacement may be sent. Boxes for the large format bottles, whilst attractive, are considered to be protective in nature and therefore any damage to these in transit is not eligible for replacement or refund.
If any replacements are required to be sent, this will be sent using a courier service by The Drinks Emporium at our cost. Should these be returned to us by the couriers following delivery attempts and or a card being left, any further redelivery costs will not be met by The Drinks Emporium.
All LSA International glassware is handmade. This means that each product is individually mouthblown and hand-finished by skilled artisans and as such may contain bubbles in the glass, uneven glass, very slight variations in size and other anomalies. This is part of the charm of handmade glass and refunds will not be given on the above. Replacements sent as part of matching sets may vary due to the handmade nature of these goods. All glassware is manufactured, packed and quality checked by LSA in the EU.
We reserve the right to refund and not to replace damaged or incorrect items at our discretion. This includes refunding for part sets. Promotional products that are added/included at no extra charge cannot be refunded if damaged or replaced without a subsequent postage charge being applied, and are subject to availability.
On international orders, any breakages or damages of parts thereof will be refunded and not replaced. In the case of glassware, part refunds may be applied to sets of glasses. In order to process a refund due to damage or breakage, a photograph of the damaged goods may need to be provided and we must be notified of damaged or faulty products within 48hrs of receipt of the goods.
On the rare occasion where the products delivered are different to those ordered, we must be informed of this within 3 working days of the receipt of the goods received in error. We will investigate the dispatch & CCTV records for your order and will arrange a collection of these goods as necessary. Items that are tampered with or consumed will not be refunded.
All credits or refunds for unwanted items will be issued within 14 days after the goods have been received back with us, other than the payments for delivery. Refunds for the goods received back will not be issued where there are signs of tampering or damage which in any way diminish and render the goods unsaleable.
For returns where the promotional "Free Delivery over £250" has been selected, if the whole order is returned or where the return of an item or items takes the value of the order below £250 then the delivery will be charged for at the Standard Delivery rate. This will be deducted from the total amount of the refund due. For returns where a promotional item has been included, if the return of an item that includes a promotional discount applied to all or part of the order, or a promotional product is returned, then the discount applied will be deducted from the refund due and/or the promotional item must be returned as well.
Please see our full Terms and Conditions for further details. (Ref. Consumer Contracts Regulations 2013 No. 3134)