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Help

Shipping

- In general, the shipping costs are as follows: £9 for each 6 bottles case purchased (remote areas and islands not included, contact help@velvetbull.com for more information).

- Full shipping costs are calculated in the cart, depending on the delivery address and the weight of your bottles. Each bottle (0.75 liters) corresponds to 1.5 / 2.0 kg of transport depending on the shape of the bottle.

- Handling time: 1-2 working days; Shipping time: 3-15 working days.

- Shipping costs include shipping boxes and protective separators for bottles.

- All prices shown include VAT.

- An adult's signature is required to receive the wines. Do not place an order if you are a minor.

- You may qualify for a discount on shipping costs, depending on the number of bottles and the value of your order. This will be automatically assigned to the shopping cart if it meets the criteria. Order 12 or more bottles to further reduce shipping costs per bottle.

- If the logistics companies are unable to deliver the wines because of your absence at the delivery address or delay in collecting the wines at the designated store, the wines will be returned to us. In this case, you will be reimbursed for the cost of the wines, excluding shipping costs, twice, to cover transport to your address and return to ours. The refund will be made when the bottles reach us. If you want your wines again, you need to place a new order.

Payment Methods Available

Credit card, processed through the PayPal system: PayPal is a secure credit card payment system.

Credit or debit card, processed through the Stripe system: Stripe allows you to make your payments securely using the card that suits you best.

Bank transfer: transfer the amount to the IBAN PT50003502290001853043078. Don't forget to enter your order number in the comments field.

Clients Account

To manage your orders, use the page My account. This page is available for registered users only.

Contacts and Help Desk

Feel free to contact us using any of the following methods:

- Address: Rua Mouzinho da Silveira 27 1B
1250-166 Lisboa Portugal
- Phone: + 351 966 671 845 (Call to portuguese mobile line)
- Email: help@velvetbull.com

Return and refund policy

1 - Cancellation requests before the order is shipped: We will refund the total amount paid. Just send an email and request the cancellation.
2 - Cancellation requests because of product damage or different product received: The customer has 30 days after the transaction date to request a return and refund for any issues related to the quality of the product. The full or partial refund, according to the number of products returned or damaged, will be made after the products return to us. You will receive a shipping label from us for return procedure.
3 - Cancellation requests after the goods are shipped without reasonable motive: The customer has 30 days after the transaction date to request a return in these conditions. The refund of the total amount of the products will be made deducting the shipping costs times two, to cover the transportation to your address and the return to ours. The refund will be made after the products return to us. You will receive a shipping label from us for return procedure.
4 – For all the above requests just email customer service help@velvetbull.com to start the process.

Warranty

The website does not give extra warranties on the products bought from it. Warranty will be provided by the manufacturers of the individual product.