What is Your Return and Refund Policy?

We support over 500 wineries and thousands of consumers worldwide. Our breakage rate is about 0.1%—roughly 1 bottle broken or lost per 1,000 bottles—so customers rarely reach out about refunds.

We take pride in what we do and we care about our customers’ satisfaction. In rare cases, if you encounter a return and refund situation, we’re happy to help.

(A) To Cancel an Order Before Dispatch

Before, during, and after the wine arrives at our facility, we will coordinate with the involved parties (winery, sender, and recipient) to confirm whether they want to proceed with the order. If you would like to cancel before it has been dispatched, you can notify us. You may pick up a canceled order from our facility or request a return shipment at your expense. If payment has already been collected, we will refund the full amount to the original payment method, such as a credit card. All sales are final once you confirm to proceed and the shipment has been dispatched.

(B) To Change an Address

Please make sure your shipping address is correct when placing your order. Address changes may be possible, but they are not guaranteed, especially after shipment begins, and additional fees may apply.

When your order arrives at our facility, we’ll send an address confirmation email to the recipient, winery, and sender for gifts. Please review it and contact us within 24 hours if any changes are needed. If the package has already shipped, the recipient may also need to request the change directly with FedEx.

We are not responsible for delivery or customs issues caused by incorrect address information. If a package is returned because of an incorrect address or a late change request, a $200 per package return fee will apply.

(C) To Retrieve a Shipment

If you wish to retrieve a shipment back to our facility after it was already shipped out, it depends of the situation, but we may be able to arrange this at your expense. It costs a $200 fee per package to be returned. Please contact us at hello@eagl.wine to start conversation about your request. Please note that we cannot retrieve shipments from Germany due to local regulations.
For gift shipments, delivery can sometimes be delayed or fail if the address is incorrect, the recipient is unaware of the shipment, required fees are not expected, or FedEx cannot reach the recipient. Some deliveries may also be refused by the recipient or their organization.

We monitor shipments and notify the recipient when needed, but successful delivery depends on the sender keeping the recipient informed and tracking the package closely. If customs or FedEx returns the shipment automatically, a $200 per package fee will apply. If you would like the shipment returned sooner, we can arrange that at your cost, or we can request destruction at no charge.
In some cases, FedEx or customs may return or destroy a package before we are able to act on your request. If the package is returned, we will invoice you the $200 return fee charged by FedEx.

(D) To Refund for Damaged or Lost Wines

We provide full insurance for damaged or lost packages (but not temperature-related damages). While this is very rare, if it happens, we will file a claim with FedEx and investigate the issue. Once the claim is approved, we will issue a full refund to your original payment method.

Other considerations

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.