Returns & refunds

Our promise

Every order is checked and carefully packed before it leaves Dunedin. If your order arrives damaged, faulty or incorrect, we will make it right with a replacement or a full refund. Your rights under the New Zealand Consumer Guarantees Act always apply.

Damaged or faulty items

Glass occasionally has a hard journey. If a bottle arrives broken, leaking or otherwise faulty, please contact us within 7 days of delivery with your order number and a photo of the issue.

We will arrange a replacement or full refund, including any return shipping, and we will not ask you to send a broken bottle back.

Change of mind

If you have ordered the wrong product or simply changed your mind, get in touch within 14 days of delivery. To be eligible, the item must be:

• Unopened, with the seal intact
• In its original, undamaged packaging
• Accompanied by proof of purchase

Change-of-mind returns are refunded once we receive the item back in resaleable condition. Return shipping for change-of-mind orders is at your own cost.

Items we cannot accept

For health and safety reasons we cannot accept returns of products that have been opened or partially consumed, unless the product is faulty. Gift cards and clearance items marked final sale are also non-returnable.

How to start a return

Starting a return is simple:

1. Email us via the contact page with your order number and the reason for the return.
2. We will confirm whether your item is eligible and send return instructions.
3. Once your return is on its way (or your faulty-item photos are received), we will process your refund or replacement.

Refund timing

Approved refunds are issued to your original payment method. Please allow up to 5 to 10 working days for the funds to appear, depending on your bank or card provider.

Questions

Not sure where your order or return stands? Our team is happy to help. Reach out via the contact page and we will take care of it. You may also find a quick answer in our FAQs.