What is Your Return and Refund Policy?
We have been helping over 500 wineries and thousands of consumers around the world. Our breakage rate is 0.17%, about 1 bottle broken or lost for every 1,000 bottles. As you can tell, customers rarely contact us regarding refunds.
We take pride in what we do and we care about our customer's satisfaction with our services. In rare cases, when you encounter return and refund situations, we are happy to assist in these scenarios.
(A) To Cancel an Order Before Dispatch
Before, during, and after receiving the wine in our facility, we will communicate with involved parties (winery, sender, and recipient) to see if they want to proceed with the order. If you wish to cancel your order before it has been dispatched, you can notify us. You may pick up a canceled order from our facility or request a return shipment to you at your expense. If a payment is already collected, we gladly refund a full amount to the original payment method, such as a credit card. All sales are final once you confirm to proceed with the order and the shipment was already dispatched.
(B) To Change an Address
Address change may be possible, but is certainly challenging and not guaranteed, and additional associate fee may apply. That is why it is crucial for you to provide provide us an accurate shipping address upon placing an order as your responsbility. For extra caution, we send a notification about address confirmation to recipient, winery, and sender if it's gift (see following (c)) when we receive order and wine in our facility, so that you have an opportunity to correct before it gets shipped out. Please check the email and contact us immediately within 24 hours. Once shipment is already in transit, we do not guarantee a successful address change. We do our best to assist you, so be sure to get in touch with us immediately. Recipient also needs to make the address change request directly with FedEx. Gliding Eagle is not responsible for customs clearance and final delivery issues due to erroneous information supplied by the winery client and/or the end customer. Shipment may be returned to us or abandon due to incorrect address and/or overdue of address change request. As FedEx charges us for returning shipment, we will invoice client the cost which is $150 per package (Please find how many packages are in your shipment through Eagle View and tracking info. Detailed info is provided through second email notification that you receive on the day of dispatch).
(C) To Retrieve a Shipment
- If you wish to retrieve a shipment back to our facility after it was already shipped out, we can arrange this at your expense. It costs a $150 fee per package to be returned. Please note that we cannot retrieve shipments from Germany due to local regulations.
- For gifting, at times the package doesn't reach the recipient due to many reasons: incorrect address provided, the recipient does not acknowledge about wine shipment as s/he was not informed by sender, the recipient refuses to pay the required fees because it was not communicated well with sender, or refuses to accept the gift as his/her organization policy. The package will get detained at the customs. Then you, as the sender, can request to retrieve the shipment at your cost. Or we can request to destroy the package at no cost. We will contact you to make the decision before the deadline posed by FedEx. It is critical for sender to communicate well with recipient. There is no surprise gift when it comes to cross-boarder wine.
- At times, FedEx or the customs can simply decide to destroy or send back the package before you give them your decision. We will invoice you for the $150 return fee when it is sent back. We must pay FedEx for this returned shipment.
(D) To Refund for Damaged or Lost Wines
We cover full insurance against damages and lost packages. Your wines are very unlikely (0.17% chance) to get damaged or lost during transit. When such an unfortunate rare event happens, we will file an official claim with FedEx to conduct an investigation. This process might take some time. Once the claim is approved, we will make a full refund to your original payment method.
Duties & Taxes & other fees already paid
For those countries where only recipients pay for duties & taxes and other fees (brokerage, sanitation, etc.), we cannot be involved with the refund process. Please directly contact customs and the agency that processed the payment. Of course, we make a full refund of our service fee to you.
Refund process time
A refund can take anywhere from 5-10 business days from when a refund is issued to the time when the customer actually receives it.