At Pure Vine Wine Store, we are dedicated to providing a seamless experience from the moment you place your order to the moment it arrives at your doorstep. Our policies are designed with your convenience and satisfaction in mind, reflecting the premium quality of our spirits collection.

Shipping Information

We are proud to serve connoisseurs across the globe (excluding Asia and select remote regions). Our commitment is to ensure your carefully selected spirits are delivered with the utmost care and efficiency.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a tracking number via email once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery within 10-15 business days after dispatch.
    • Flat rate fee: £12.95.
  • Free Shipping: Shipped via EMS.
    • Available for orders over £50.
    • Delivery within 15-25 business days after dispatch.

Please note that delivery times are estimates and may vary due to factors beyond our control, such as customs clearance procedures.

Our Returns & Exchanges Promise

Your complete satisfaction is our priority. We stand behind the quality of our products and want you to be delighted with your purchase.

Eligibility

We gladly accept returns and exchanges for most items within 15 days of you receiving your delivery. To be eligible for a return or exchange:

  • The item must be unused, unopened, and in its original packaging.
  • It must be in the same condition as when you received it.
Important Note on Non-Returnable Items: Due to the nature of our products and for health and safety reasons, we cannot accept returns or exchanges on any bottled spirits that have been opened. This strict policy applies to all products in our collection, including Bourbon, Brandy, Cognac, Gin, Liqueur, Rum, Tequila, and Vodka. Returns are only accepted if the product is faulty, damaged upon arrival, or if we have made an error in dispatching your order.

The Returns & Exchanges Process

To initiate a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template provided at the bottom of this page to ensure we have all the necessary information.
  2. Wait for Instructions: Our team will review your request and email you within 2 business days with further instructions and a Returns Authorisation (RA) number. Please do not ship any items back to us without this number.
  3. Package and Ship: Securely package the item(s) using the original packaging. Include a copy of your original packing slip or order confirmation. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error.
  4. Processing: Once we receive and inspect the returned item, we will notify you via email about the status of your refund or exchange.

Refund Timelines and Methods

We aim to process refunds quickly and conveniently.

  • Timeline: Refunds will be processed within 5-7 business days after we receive and approve the return.
  • Method: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.

Please note that original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Damaged or Incorrect Items

If your order arrives damaged or if you receive an incorrect item, please contact us immediately at [email protected]. We will apologise for the error and arrange for a free return shipment and a full refund or replacement at no extra cost to you.

Return Request Email Template

To help you get started, please use the template below.

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Pure Vine Wine Store Customer Service Team,

I would like to request a return/exchange for my recent order.

Order Number: [Please insert your order number]
Full Name: [Your Full Name]
Product Name(s): [e.g., Bottle of Brandy X, Bottle of Gin Y]
Reason for Return/Exchange: [Please specify the reason here]

I have read and understood the Returns & Exchanges Policy on your website.

Thank you for your assistance.

Kind regards,
[Your Name]

Contact Us

If you have any questions about our shipping or returns process, our dedicated team is here to help.

Pure Vine Wine Store
Email: [email protected]
Address: 44 Ledbury Rd, London, GB EC4W 4QL