Claims Process

Claims Process

We meet our obligations required under the Consumer Guarantees Act for faulty products however in the event your goods have been lost or damaged in transit, please follow these steps:

1. Notify us via email or the Contact Us link (unless we have contacted you already) so we can initiate the process with our carrier.  Notification is required within 14 days for a lost item and 7 days for a damaged item.  Claims lodged outside these times will result in the claim being declined.
2. For lost items we will email you with regular updates as they become available to us, please allow at least 24 hours for our carrier to carry out the track and trace process.
3. For damaged items please keep all packaging and broken bottles.  The courier company will contact you to arrange collection of these items to enable them to assess and finalise claim.  Failure to keep all damaged items and satchel will result in the claim being decline.
4. Upon receipt of acceptance of the claim we will replace the items and advise you of the new shipping details.  We will endeavour to have replacement items sent out to you within 7 days of you first notifying us.