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How we put right a problem with an order. Alcohol and perishable goods are treated differently from ordinary retail almost everywhere, so the rules below are narrower than a typical shop’s — and nothing in them takes away the rights you have as a consumer where you live.
If an order arrives damaged, or is not what was ordered, contact us with your order reference and a photograph and we will put it right.
Alcohol that has left licensed premises cannot, in many jurisdictions, be lawfully returned or resold, and caviar is a perishable product. For those reasons we do not accept change-of-mind returns on alcohol or perishable goods.
Where a return is permitted in your jurisdiction, contact us first with your order reference and we will tell you how to proceed. Goods sent back without that agreement cannot be accepted.
Approved refunds are made to the original payment method. Card refunds are processed through Stripe and typically appear within a few business days of approval, depending on your bank.
An order may be cancelled for a full refund at any time before it is dispatched — email us with the order reference.
To raise a problem with an order: sales@billionairesrow.com.