Check the parcel as soon as it arrives
Please inspect every delivery on the day it arrives, especially if the outer carton looks crushed, damp, punctured or has a strong smell of wine. In summer heat, and during longer routes to Durban, Johannesburg or coastal towns, packaging can take a knock if a box has been left out too long so it is worth opening it straight away.
If you are not home when the courier arrives, ask the person receiving the parcel to keep the outer packaging, inner sleeves and any loose materials. We may need these details to assess the issue properly. A quick check saves time and helps us decide whether the matter is a breakage, shortage or delivery error.
- Look for broken glass, seepage, torn seals or missing bottles
- Keep the box, dividers and labels until the matter is closed
- Do not open or chill the bottles further if damage is visible
How to report breakages or missing items
Use the enquiry form on our contact page and include your order details, delivery area and a clear description of the problem. The sooner we hear from you the easier it is for our team to trace the shipment and confirm what happened. For monthly club boxes, please include the month of the box, as selections change from one cycle to the next.
Photographs are very helpful. We need clear pictures of the outer carton, the damaged bottles, the inside packaging and the delivery label. If a bottle has leaked, a wide shot and a close shot both help. If the parcel was left with a security guard, at reception, or at a neighbour's home, please note that too. It all helps us investigate without delay.
- Order name and delivery town
- Photos of the damage and packaging
- A short note explaining what is missing or broken
- The date and time the parcel was received
What we cover and what we need from you
We assess each case on its own facts. If a bottle is broken in transit or an order arrives with items missing, we will work with you on a suitable solution once we have checked the details. We may ask for more images, the original carton, or confirmation that the parcel was received in the condition described. Please keep the damaged goods until we give you the go-ahead to dispose of them.
Because wine and sparkling drinks are fragile, we take packaging seriously and use protective materials suited to long-distance delivery. Still, rough handling can happen. If the goods were signed for without noting visible damage, or if the box was accepted and only opened much later, that can affect how we resolve the claim. A bit of care at receipt makes a big difference.
- Visible damage must be reported promptly
- Keep all packaging until we confirm the next step
- Do not pour away leaked product before we have reviewed the claim
Delivery problems, delays and failed handovers
Sometimes the issue is not breakage but a delivery problem. The parcel may be delayed in transit, sent to the wrong address, or returned after no one was available to receive it. In those cases we will check the courier record, the delivery status and the address details you provided. If access was difficult, for example in gated estates, office parks or apartment blocks with strict reception rules, let us know that when you submit the enquiry.
For regional deliveries across the Western Cape, Gauteng and KwaZulu-Natal, traffic, load-shedding at buildings, municipal access rules and weather can all affect timing. We will always try to keep you informed, but the first step is making sure the delivery details on your order are correct. If your address needs an update, tell us right away so we can avoid another failed drop off.
- Check the delivery address and suburb spelling
- Confirm whether someone was available to receive the parcel
- Let us know about security access or reception procedures
Returns for unwanted club deliveries
Monthly club boxes are curated selections, so returns for change of mind are not handled the same way as breakage claims. If you signed up for a subscription and want to pause, skip or stop future deliveries, contact us before the next packing run. That gives our team time to update your membership and avoid an order being sent out unnecessarily.
If a box has already left our Franschhoek village base, we may not be able to reverse it, especially once it has entered courier transit. For this reason, timing matters. Please check your membership schedule, and if you are planning travel, a wedding, or a long break away from home, let us know in advance so we can help you manage the next dispatch.
- Pause or stop future boxes before packing starts
- Check your membership cycle if you are unsure of the next delivery date
- Tell us in advance if you will be away from home
How our support team handles the next step
Once your enquiry comes through, our support team reviews the details and routes it to the right person. Depending on the case, that may involve our Logistics and Delivery Manager, Club Membership Manager or Wine Selection Lead. We aim to respond clearly and keep the process simple, with practical next steps instead of long back and forth. That means we may ask one or two follow up questions before confirming the outcome.
Our service area includes Franschhoek, Stellenbosch, Cape Town, Johannesburg, Durban, Paarl, Somerset West and Constantia, and we handle breakage issues across those routes in the same careful way. Please keep your original order note handy, and if the matter relates to a tasting evening, private event or club pop up, mention that too so we can match the support to the right booking.
- Submit one clear enquiry rather than multiple messages
- Include the suburb or town where delivery was received
- Wait for our reply before discarding any damaged items
