Can I return or exchange something?
If something arrives in poor condition, contact us within seven days of delivery. We look at a photograph and then replace it or refund you. Because these are food and alcohol we cannot accept returns for change of mind, even if the item is unopened.
Updated 19 May 2026
What is covered?
| Situation | What we do | Deadline |
|---|---|---|
| The bottle arrived broken | Replacement or full refund | Within 7 days of delivery |
| Wrong item or something missing | We send the missing part, or refund | Within 7 days of delivery |
| A cold item arrived warm | Full refund | Straight away, with a photo |
| You did not like the taste | Not accepted | — |
| Wrong order, not yet dispatched | Cancelled and refunded in full | Before dispatch |
| Wrong order, already dispatched | Not accepted | — |
How do I tell you?
- 01Have your order number and photographs of the outer box and the contents ready.
- 02Email support. We reply the same working day, or the next one at weekends.
- 03Tell us whether you want a replacement or a refund; refunds go back to the card you paid with.
- 04You usually do not need to send a damaged item back — we will ask you to dispose of it.
How long does a refund take?
We process it within one working day; your card issuer may take five to ten working days to show it. Shipping is refunded in full when the fault is ours.
If a cool-delivery parcel is undeliverable and the carrier discards it after its holding period of about three days, that is not refundable. Pick a delivery date you can be there for.
Questions
Can I return something I have opened?
Only if there is a quality problem. Taste or a change of mind is not a reason we can accept for food or alcohol.
Can the recipient contact you instead of me?
Yes. Even without an order number we can find it from the recipient's name and roughly when it arrived. We never disclose the price to them.
Can I cancel an order?
Before dispatch, yes — tell us as soon as you can. After dispatch we cannot cancel.
Read next
If your question is not here, email us. info@guida.jp