During the COVID-19 crisis and for health and safety reasons, the return of perishable items is not permissible under any circumstances.
If you don't like any beverages that you buy from us, for whatever reason, you may return any unopened bottles within a month of purchase and we shall refund your money without question or delay. This applies to United Kingdom customers only.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds, returns or exchanges are not permissible if you have changed your mind.
Once your approved return is received and inspected, we will send you an email to notify you that we have received your returned item and to advise the next steps.
We will also notify you of the approval or rejection of your refund or exchange.
In the case of a refund, if your return is approved, your refund will be processed, and a credit for the purchase price of the specific item will automatically be applied to your credit card or original method of payment, within 30 days.
In the case of an exchange, if your return is approved, your exchange will be processed and we will attempt to deliver your exchange items within 14 days.
Late or missing refunds (if applicable)
If you haven’t received an approved refund within 30 days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If the item you received was sent to you as a gift from a third party, all conditions relating to returns and refunds and exchanges as detailed above apply.
Claims (if applicable)
Any breakage, theft or short/partial delivery must be notified immediately and the delivery note amended accordingly. We cannot accept claims for any losses if the delivery note is signed ‘unexamined’.
Corked bottles (if applicable)
All customers should inform us within 24 hours of uncorking if a wine is out of condition to enable us to confirm the complaint. Faulty bottles should be dated and kept and the nature of the fault clearly written on the label or otherwise notified to us in writing. We ask that you follow these steps to ensure we can do our best to rectify any issues with a wine you consider out of condition.
To return your product, you should mail your product to:
Lyle's, Tea Building, 56 Shoreditch High Street, London, E1 6JJ
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.