Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, undamaged and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at florence@verawine.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at florence@verawine.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Faulty Wine
If you have purchased a bottle of wine which you believe to be faulty, please contact us as soon as possible in-store, via phone, or email with your proof of purchase.

We will require bottles to be returned 2/3 full in order to assess the wine and return it to the producer/distributer.
If you are unable to return the faulty bottle (in the case of overseas or interstate customers), we are able to offer you store credit to the value of the faulty item.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food) and custom products (such as special orders, rare bottles or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.