Refund policy

If something is wrong with your order, please email orders@owloeb.com. We will help arrange the next step.

Changing your mind

For ordinary online consumer purchases, you may cancel from the time you order until 14 days after the day you receive the wine, without giving a reason. Where one order arrives in separate deliveries, the period runs from receipt of the last delivery.

Tell us by email or post, then return the wine within 14 days of notifying us. You can use the cancellation form below, but any clear statement will do. You do not need our permission to exercise this right.

Please ask us for the correct return address and pack bottles securely. You pay the direct return cost for a change-of-mind return unless we agree otherwise. There is no cancellation or restocking fee.

Keep bottles unopened when inspecting a change-of-mind purchase. If handling goes beyond what would reasonably be allowed in a shop and reduces the wine's value, we may make a lawful deduction reflecting that loss. This does not apply to opening a bottle to discover a genuine fault.

For cancellation of the whole order, we refund the wine and the least expensive standard delivery charge available for that order. We do not refund the extra cost of a premium delivery option. For cancellation of part of an order, we refund any delivery charge attributable solely to the cancelled goods.

We refund by the original payment method, without a refund fee, within 14 days of receiving the return or evidence that you sent it, whichever is earlier. If no goods were supplied, we refund within 14 days of your cancellation notice.

Faulty, damaged or incorrect wine

Your rights are different if wine is faulty, damaged or not as described. Please tell us the wine, vintage, order number and nature of the problem. Where practical, retain the bottle, closure and remaining contents so that we can investigate. We will not make unreasonable evidence demands a barrier to a valid claim.

We will provide the refund, replacement or other remedy required by law and bear reasonable return costs for a substantiated fault or supply error. In particular, the law normally gives you a short-term right to reject faulty goods within 30 days of delivery. Further rights can apply after that period.

Cork taint and other genuine faults are not treated as a change of mind simply because a bottle has been opened. Equally, a wine not matching your personal taste does not necessarily mean it is faulty. We assess the wine's description, age, price, disclosed condition and the circumstances of the complaint without excluding your statutory rights.

Special purchases

We do not apply a blanket no-returns rule to in-bond wine, mature wine or discounted wine. If a statutory cancellation exception applies to a particular future-delivery purchase, we explain it before you commit. Any exception to changing your mind does not remove your rights where goods are faulty or not as described.

Optional cancellation form

To: O.W. Loeb & Co Limited, Milton Gate, 60 Chiswell Street, London EC1Y 4AG, United Kingdom; orders@owloeb.com

I/We give notice that I/we cancel my/our contract for the following goods:

Goods and order number:

Ordered on / received on:

Name:

Address:

Date:

Signature, only if submitted on paper: