Damaged & Wrong Goods Policy
Damaged, Incorrect & Lost Orders
At D. Lawrence Drinks & Cigars, we take care when preparing your order. If something arrives damaged, you receive the wrong product or your parcel goes missing, contact hello@dldrinks.com so we can help.
1. Damaged goods
Damage visible at delivery
If your parcel appears seriously damaged or is leaking, you may refuse delivery and ask the courier to record the reason.
If you accept the parcel, this does not remove your rights concerning damaged goods. Contact us as soon as reasonably possible so we can investigate.
Do not handle broken glass or leaking contents if it is unsafe to do so.
Damage discovered after delivery
Email us with your order number and a description of the damage. Where safe and practical, include photographs of:
- The damaged product.
- The outer and inner packaging.
- The delivery label.
Keep the goods and packaging where practical until we provide instructions. Photographs and packaging help our investigation but are not conditions of your statutory rights.
International deliveries
Contact us before returning damaged goods internationally. We’ll explain the appropriate arrangements and any customs instructions.
We do not require you to accept a visibly unsafe parcel.
2. Incorrect or missing goods
If you receive the wrong product or something is missing, email us with your order number and details of what you received.
Please keep incorrectly supplied products unused and unopened where possible. If you opened a product before discovering the error, explain this when contacting us.
We’ll investigate and arrange an appropriate resolution. Where a return is needed because we supplied the wrong goods, we’ll arrange it or cover reasonable return delivery costs.
Please contact us before paying for return postage.
3. Reporting an issue
Email hello@dldrinks.com with:
- Your order number.
- Your name and delivery address.
- A description of the problem.
- Photographs, where available and helpful.
Please report issues promptly to help us investigate. A delay in reporting does not automatically remove your statutory rights.
We’ll explain the next steps and the replacement, refund or other remedy available in your circumstances.
4. Delayed or lost orders
If your order has passed its estimated delivery date, check your DPD tracking information and contact us if you need assistance. You do not need to wait an additional fixed period before reporting a concern.
We’ll investigate with DPD and keep you informed of relevant updates.
If your parcel is confirmed lost
We’ll arrange an appropriate replacement at no additional cost or a refund, taking account of your rights and product availability.
If your parcel is located
We’ll confirm its status and discuss the available delivery arrangements.
If tracking says “delivered” but you haven’t received it
Check any delivery photograph or notification and, where relevant, whether someone in your household or a nominated recipient accepted the parcel.
If you still cannot locate it, contact us. A courier’s “delivered” scan does not, by itself, settle whether you received your order.
We’ll investigate the delivery evidence and circumstances. Your statutory rights are not suspended while we pursue a claim with the courier.
5. Helping your delivery arrive safely
Before completing your order, please check that:
- Your delivery address and postcode are complete and accurate.
- Your contact details are correct.
- Any access instructions are clear.
- You can meet any identification or age-verification requirements.
Use your dispatch tracking link to follow delivery updates. If you notice an address error, contact us promptly so we can check whether it can still be corrected.
Your consumer rights
For consumer orders where we arrange the courier, we remain responsible for the goods until you, or someone you nominate, takes physical possession of them.
Nothing in this policy limits your statutory consumer rights.
Contact us
Email: hello@dldrinks.com
Include your order number so we can investigate your enquiry.
