We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we’ll gladly accept a return of any full priced item bought directly through our website within 7 business days of receiving your product. Items should be returned in their original condition, unused and in the box they came in. If you have any questions regarding your return, please contact firstname.lastname@example.org
How do I return an item?
To return an item, we need to provide you with a return address. Please email email@example.com Our returns team will reply with the return address within two business days.
Please Note: For a refund or exchange, your return must be in original condition, unused. The cost of returning an item is at the cost of the customer unless proven to be faulty.
How will I be refunded?
Once received and processed, your refund will be credited directly into your bank account minus original shipping charges. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase. Please allow up to 5 business days for your refund to be processed. You will be notified by email once finalised.
Please Note: Shipping will not be refunded by Winestains.
Can I exchange an item?
Of course! When completing your return request please advise you would like an exchange, and advise the details of the item you would like to exchange for. Please note for exchanges, we unfortunately cannot guarantee that your request will be available at the time of processing your return. In this case you will be provided a refund. Any exchanges or change of mind purchases will need to be returned to Winestains at the customers expense.
What do I do if I receive a faulty/incorrect item?
Please email us ASAP with your order number and we will arrange a replacement or refund for you. For a faulty item, we request that you also include a photo of the fault.
What if my item is faulty?
We’re so sorry if an item you received is not in perfect condition! If you could please email a photo of the fault to firstname.lastname@example.org
We will replace the item if the stock is available or refund you upon receiving your faulty item back.
What if I received an incorrect item?
If you have received an item you did not order, please email us at email@example.com so we can resolve this for you.
Do I have to pay for shipping my return?
If you have simply changed your mind or wish to exchange for something else then you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund or exchange. We recommend sending via a trackable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.
If your product has proven to arrive faulty, please follow the instruction under ‘what if my item is faulty’ and email firstname.lastname@example.org.
The Winestains team will then organise either a refund or replacement at no cost to you.