Damaged Parcels

We use a limited number of highly regarded and well-established businesses to ship all orders, however on occasion parcels may become damaged in transit. Should your parcel show signs of damage at time and place of delivery, please refuse the parcel on these grounds and ask the courier to return the order to sender. 

Damaged Goods

We want all our customers to receive their orders in perfect condition so if you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. 

Please be aware that to ensure safe delivery:

  • Decanter stoppers (if applicable) and/or other small items may be packed individually within your parcel,
  • Bottles with wooden presentation boxes may not be packed within the boxes but packed separately within your consignment and
  • Bulky packaging may be sent in separate parcels. 

In the very unlikely event of any damage please contact us. Please include as much information as possible. We may also require photographs of any damage including all the packaging for insurance purposes.

We will also need a picture that clearly shows the seal intact on the damaged or broken bottle.

Please retain the product, box and all packaging until instructed by us. 

Wrong Goods

If you have received an incorrect item in your order, let us know straight away by calling us at hello@houseofhazelwood.com. Customer Services representatives are available Monday to Friday (between 9am – 5pm BST) and will be happy to assist you.

Lost Goods

In the unlikely event that goods are misplaced on their way to you, House of Hazelwood Ltd. will ensure a replacement is sent directly to you, if available.

Where a replacement item is not available due to it being discontinued or the original item being a "One Off" we will reimburse you for the full cost of the item only. No compensation will be paid. 

All discrepancies with the contents of your order must be reported to our Customer Services team at hello@houseofhazelwood.com within 48 hours of receipt of your order. Customer Services representatives are available Monday to Friday (9am - 5pm BST) and will be happy to assist you.