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Help

General Information

All prices shown include Excise duty, customs and VAT.

Age Verification Required on Delivery: wine is not for sale to people under the age of 18. To confirm recipient’s age, valid photographic ID with a date of birth may be required upon delivery. The driver will input your year of birth into their device and may then require an ID check to complete the age verification process.

Shipping

- In general, shipping costs are as follows: £12 (maximum) for orders of 1 to 3 bottles; £9.50 (maximum) for orders of 4 or more bottles. For orders above £150 the shipping is free (remote areas and islands not included, contact help@velvetbull.com for more information).

- Handling time: 1-2 working days; Shipping time: 2-5 working days.

- Shipping prices include shipping boxes and protective separators for bottles.

- All prices shown include VAT.

- An adult's signature is required to receive the wines. Do not place an order if you are a minor.

- You may qualify for a discount on shipping costs, depending on the number of bottles and the value of your order. This will be automatically assigned to the shopping cart if it meets the criteria. Order 12 or more bottles to further reduce shipping costs per bottle.

- If the logistics companies are unable to deliver the wines because of your absence at the delivery address or delay in collecting the wines at the designated store, the wines will be returned to us. In this case, you will be reimbursed for the cost of the wines, excluding shipping costs, twice, to cover transport to your address and return to ours. The refund will be made when the bottles reach us. If you want your wines again, you need to place a new order.

Payment Methods Available

Credit or debit card, processed through the Stripe system: Stripe allows you to make your payments securely using the card that suits you best.

Bank transfer: Please transfer the amount to the Account or IBAN number indicated in the order details.

Clients Account

To manage your orders, use the page My account. This page is available for registered users only.

Contacts and Help Desk

Feel free to contact us using any of the following methods:

- Email: help@velvetbull.com

Return, refund and Right of Withdrawal policy

1 - Cancellation requests before the order is shipped: We will refund the total amount paid. Just send an email and request the cancellation.
2 - Cancellation requests because of product damage or different product received: The customer has 30 days after the transaction date to request a return and refund for any issues related to the quality of the product. The full or partial refund, according to the number of products returned or damaged, will be made after the products return to us. You will receive a shipping label from us for return procedure.
3 - Cancellation requests after the goods are shipped without reasonable motive: The customer has 30 days after the transaction date to request a return in these conditions. The refund of the total amount of the products will be made deducting the shipping costs times two, to cover the transportation to your address and the return to ours. The refund will be made after the products return to us. You will receive a shipping label from us for return procedure.
4 - The customer may exercise his right of free withdrawal under the terms of Decree-Law No. 24/2014, of 14 February.
5 – For all the above requests just email customer service help@velvetbull.com to start the process.

Warranty

The website does not give extra warranties on the products bought from it. Warranty will be provided by the manufacturers of the individual product.