Reporting damaged or missing deliveries

We take great care to make sure every bottle reaches you safely.

If something goes wrong, don't worry. We'll always make it right at no extra cost to you.

Damaged Deliveries

If your wine arrives damaged, please report it to us immediately by submitting a ticket through https://help.winedrops.com/support/tickets/new with:

• Your order number

• A photo of the damaged bottles or packaging

• A short description of what happened

Once received, our team will review and issue a store credit or replacement for the affected bottles.

Missing Deliveries

If your tracking shows the parcel as delivered but you haven’t received it:

1. Check if it was left with a neighbour or at a safe place (as indicated by DHL).

2. Review your DHL tracking page - it often includes a delivery photo and GPS confirmation.

3. If you still can’t locate the parcel, submit a ticket through https://help.winedrops.com/support/tickets/new.

We’ll investigate the delivery with DHL and resolve it as quickly as possible

Extra tracking help: You can check the DHL Web App to confirm the delivery status or make adjustments:
https://app.dhlecommerce.co.uk/ 

Replacement or Store Credit

If a parcel is confirmed lost or damaged in transit, we’ll provide a store credit or replacement case, depending on stock availability.

If a replacement isn’t possible, we’ll ensure the equivalent value is added to your account.

Additional Notes

• Please report any delivery issues within 7 days of dispatch to help us resolve them efficiently.