Return Policy
Returns for Damaged, Flawed, or Incorrect Orders
- Due to the nature of your wine order, we are unable to issue refunds on shipments of alcohol, with the exception of wine that arrives damaged, flawed, or incorrect.
Delivery Requirements
- An adult (21+) signature is required for all deliveries.
- Our carrier will make up to three delivery attempts before placing the order on Hold at Location (HAL) or returning it to HALL. If an order is returned due to a missed signature or an expired HAL, we will contact you to arrange a second delivery at a time that works best.
- A $25 processing fee applies to orders that are returned for these reasons.
How to Request a Return
- Contact our Customer Care team within 45 days of delivery.
- Provide your order number and a brief description of the issue (e.g., damaged bottle, incorrect item).
- Follow the instructions provided by our team to return the item or arrange a replacement delivery.
FAQs
Q: What counts as “damaged or flawed”?
A: Examples include broken bottles, corked wine, leaks, or contamination. Our team will review each case and provide a resolution.
Q: How long do I have to request a return for my damaged, flawed, or incorrect order?
A: Requests must be made within 45 days of delivery.
Q: What if I miss the delivery?
A: The carrier will make up to three delivery attempts. If the package is returned, our team will reach out to arrange a second delivery. A $25 processing fee applies.
Q: Who must be present for delivery?
A: An adult (21+) must be present to sign for all wine deliveries.
Q: How long will it take to get a replacement?
A: Once the return is confirmed, we’ll coordinate a second delivery as quickly as possible, usually within a few business days, depending on location.
Q: Do I need to pay for shipping on a return?
A: If the return is due to a damaged, flawed, or incorrect item, we will cover shipping. If the order is returned due to missed delivery or expired HAL, a $25 processing fee applies.
Q: If I bought your wine from another wine retailer or restaurant, will you replace it?
A: We cannot replace wines purchased from other wine retailers or restaurants. Some states allow us to help facilitate a replacement at the store or restaurant through our distributors. Please email trade@hallwines.com.
