At Top Cellar we apologise in advance for any damaged items you receive from us as we take the upmost care in sending out our products.
In the unlikely event that your item arrives damaged, please contact us or visit one of our stores within 7 days of receiving the item indicating your concern. Please attach pictures of the damaged items to the email. We will respond to you within 24 hours and will send you a replacement as soon as possible.
On the rare occasion that you receive an incorrect item in your order, we will do our best to rectify this error. For deliveries within 3 miles of our stores we will arrange collection of the incorrect item and send out the correct item.
To be eligible for a return, your item must be unused and in the same condition that you received it unless evidence proven otherwise. It must also be in the original packaging.
Once your return evidence is received and inspected, we will send an email to notify you that we have received your returned item along with a decision of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and this will automatically be applied to your original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please don’t hesitate to contact us again .
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you do need to exchange it for the same item, send us an email at firstname.lastname@example.org to request collection or you can drop your item to: one of our 4 shops around Edinburgh.
We cannot exchange or refund you for unwanted items that you have accidentally ordered and already received, we can only replace items defective or damaged upon arrival. We cannot validate a claim unless the above criteria has been met.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you can drop into one of our 4 stores or mail your product to: 77 Slateford Road, Edinburgh, EH11 1PR.
Depending on where you live, the time it may take for your exchanged product to reach you may vary and if within 3 miles we can arrange pick up for this exchange.
You will be responsible for paying for your own shipping costs if you chose to returning an item via mail. Shipping costs are non-refundable. If you receive an exchange which , the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Contact us at email@example.com for questions related to refunds and returns.