Damaged and Wrong Goods: What to Do When You Receive a Faulty Item from Old Liquors

As a valued customer of Old Liquors, we want you to receive your orders in perfect condition. However, in the unlikely event that you receive a damaged or faulty item, or an incorrect item, we have a clear process in place to make things right for you. In this article, we will explain what you should do if you receive damaged or wrong goods from Old Liquors.

Damaged Parcels

USA

If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.

International

If your parcel clearly shows signs of damage or leakage at the time of delivery, please accept the delivery, contact us immediately to advise us of the damaged product(s), hold all goods until advised by us that they can be disposed off.

Damaged Goods

If you think there is a fault with an item you have received, please let us know straight away by contacting us at office@oldliquors.com or calling us at +1 954 261 7061. We will aim to resolve any issue with a faulty item as quickly as possible, but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

Please be aware that to ensure safe delivery:

• Decanter stoppers or other small items may be packed individually within your parcel,
• Bottles with wooden presentation boxes may not be packed within the boxes but packed separately within your consignment, and
• Bulky packaging may be sent in separate parcels.

In the very unlikely event of any damage, please contact us. Please include as much information as possible. We may also require photographs of any damage, including all the packaging, for insurance purposes.

We will need photographs showing the detail of the damage or faulty items. We also need a picture that clearly shows the seal intact on the damaged or broken bottle. Please retain the product, box, and all packaging until instructed by us.

Wrong Goods

If you have received an incorrect item in your order, let us know straight away by calling us at +1 954 261 7061 or emailing us at office@oldliquors.com. Our customer service representatives are available Monday to Friday (9 am - 6 pm EST), and they will be happy to assist you.

Lost Goods

In the unlikely event that goods are misplaced on their way to you, Old Liquors will ensure a replacement is sent directly to you, if available.

All discrepancies with the contents of your order must be reported to our customer service team on +1 954 261 7061 or by emailing us at office@oldliquors.com within 48 hours of receipt of your order. Our customer service representatives are available Monday to Friday (9 am - 6 pm EST), and they will be happy to assist you.

Where a replacement item is not available due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only. No compensation will be paid.

At Old Liquors, we take great care in packaging and shipping your orders to ensure they arrive in perfect condition. However, we understand that things can go wrong, and we are committed to making it right for you. If you receive a damaged or faulty item or an incorrect item, please follow the steps outlined above, and we will do our best to resolve the issue as quickly as possible.

FAQs

1. What should I do if I receive a damaged or faulty item?

If you receive a damaged or faulty item, please contact us immediately with as much information as possible, includingphotographs of the damage and packaging, by calling us at +1 954 261 7061 or emailing us at office@oldliquors.com. We will do our best to resolve the issue as quickly as possible.

2. Can I return a damaged item?

If you receive a damaged item, please do not return it to us without first contacting us at +1 954 261 7061 or emailing us at office@oldliquors.com. We may require photographs of the damage and packaging for insurance purposes. We will advise you on what to do next and arrange for a replacement or refund if necessary.

3. What should I do if I receive the wrong item?

If you receive the wrong item in your order, please let us know immediately by calling us at +1 954 261 7061 or emailing us at office@oldliquors.com. We will do our best to resolve the issue as quickly as possible and arrange for a replacement or refund if necessary.

4. What should I do if my order is lost?

If your order is lost on its way to you, please contact us at +1 954 261 7061 or email us at office@oldliquors.com. We will do our best to locate your order and arrange for a replacement if available.

5. What happens if a replacement item is not available?

If a replacement item is not available due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only. No compensation will be paid.

We hope you never have to experience receiving damaged or wrong goods from Old Liquors. However, in the event that you do, please follow the steps outlined above, and we will do our best to make things right for you. At Old Liquors, we value your business and want you to be completely satisfied with your order.