Complaints Policy
Complaints & Resolution
At D. Lawrence Drinks & Cigars, we want you to feel confident shopping with us. If something hasn’t gone as expected, please let us know so we can look into it and work towards a suitable resolution.
1. Submit your complaint
Email hello@dldrinks.com with:
- Your name and contact details.
- Your order number, if applicable.
- A description of the issue and when it occurred.
- Any supporting photographs or documents.
- How you would like us to resolve the matter.
2. Acknowledgement
We’ll acknowledge your complaint as soon as possible. If we need more information before reviewing it, we’ll explain what we need from you.
3. Investigation
We’ll review the relevant order, product or service details and any supporting information. Where necessary, we may contact our suppliers or delivery partners, or ask you for further clarification.
If the investigation takes longer than expected, we’ll keep you informed.
4. Proposed resolution
Once we’ve reviewed your complaint, we’ll explain our findings and propose an appropriate solution. Depending on the circumstances, this may include a replacement, refund, store credit or another suitable remedy.
We’ll discuss the available options with you.
5. Final response
We’ll provide a written response explaining the outcome and any action we’ll take. If you feel something has been overlooked, reply to us with your concerns so we can consider them.
6. Escalation
If you remain unhappy, you can request a further review by emailing hello@dldrinks.com, quoting your order number or complaint reference.
Please explain why you disagree with the outcome and include any additional information. We’ll arrange a further review and provide a written response.