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We Are Here to Assist

From a simple product question to a complex bespoke sourcing request — our team responds to every enquiry within 4 business hours.

OUR CONCIERGE SERVICE

Our concierge service exists for those with specific or unusual requirements. Whether you are searching for a bottle from a specific vintage year, want to source a magnum of a First Growth Bordeaux, are building a cellar from scratch and need expert guidance, or need to arrange a same-day delivery for an exceptional occasion — this is the team to contact.

There is no such thing as a request too specific or a budget too high. We exist to make the extraordinary accessible.

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Privacy & Cookie policy

Privacy & Cookies policy

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RETURNS & BREAKAGE POLICY

At Noir Cellars, we are committed to delivering premium champagne, wine, and whisky in perfect condition. Due to the nature of our products, we maintain a strict but fair returns and breakage policy to ensure product quality, safety, and compliance with industry standards.

By placing an order with us, you agree to the terms outlined below.

Returns Policy

General Rule

Due to health, safety, and legal regulations surrounding alcoholic beverages:

All sales are final. We do not accept returns on alcoholic products once they have been delivered.

Exceptions (Eligible for Review)

We may offer a replacement or refund under the following conditions:

1. Damaged or Broken Items

If your order arrives damaged or broken during transit.

2. Incorrect Items Received

If you receive a product different from what you ordered.

3. Defective Products

If the product is faulty (e.g., leaking bottle, compromised seal)

Breakage & Damage Policy

We take great care in packaging all orders using protective materials. However, in rare cases, damage may occur during shipping.

What You Must Do:

To qualify for a replacement or refund, you must:

Inspect your order immediately upon delivery
Report the issue within 48 hours of receiving your order
Provide:
- Clear photos of the damaged product
- Photos of the packaging (outer box and internal packaging)
- Your order number

👉 Claims submitted after 48 hours may not be accepted.

Replacement & Refund Process

Once your claim is reviewed and approved:

We will offer either:
- A replacement (subject to availability), or
- A refund to your original payment method

Processing times may vary depending on your payment provider.

Non-Returnable Items

We do not accept returns or refunds in the following cases:

Opened or partially consumed bottles
Change of mind after purchase
Incorrect shipping address provided by the customer
Delays caused by courier services or customs

Failed Deliveries

If a delivery fails due to:

Recipient not available
Refusal to accept delivery
Failure to provide valid identification (where required)

The order may not be eligible for a refund.

Shipping & Legal Responsibility

Customers are responsible for ensuring that alcohol delivery is permitted in their location.

Noir Cellars is not liable for orders delayed, seized, or rejected due to local laws or regulations

Age Compliance

All customers must be of legal drinking age in their jurisdiction.

If delivery fails due to age verification issues, refunds may not be issued.

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