Damaged & Wrong Goods

At Citywide Drinks, we take care to ensure every order arrives in perfect condition. However, we understand that occasionally, items may be damaged during transit or the wrong product may be sent. Below is our detailed guidance to help you resolve any issues quickly and smoothly.

Damaged Goods

On Delivery:
If you notice visible damage to your parcel upon delivery, please inform the courier immediately and refuse delivery if necessary. This helps ensure your claim is handled efficiently.

After Delivery:
If damage is discovered after accepting delivery, don't hesitate to get in touch with us within 48 hours at info@citywidedrinks.com. Include:

Your order number
Clear photographs of the damaged item
Photos of the packaging and shipping label

We will assess the issue and arrange a replacement or refund depending on your preference.

Wrong Items

If you receive an incorrect product, please contact us within 48 hours of delivery. The item must remain unopened and in its original condition.

Once confirmed, we will provide instructions on returning the item and ensure the correct product is sent to you promptly. Citywide Drinks will cover the cost of return shipping if the error was on our part.

Lost Orders

If your order does not arrive within the estimated delivery timeframe:

Allow an additional 3–5 working days for potential courier delays.
If your parcel still has not arrived, contact us with:
- Your order number
- Order date
- Full delivery address

We will initiate a formal investigation with the courier. This process may take up to 10 working days.

Resolution Options:

If the parcel is confirmed lost in transit, we will offer a replacement or full refund.
If the courier confirms delivery to the correct address, responsibility passes to the customer.

Preventing Issues

To minimise the risk of lost or damaged orders:

Provide accurate and complete shipping information at checkout
Ensure someone is available to receive high-value parcels

Your satisfaction is our top priority. Our team will work quickly and efficiently to resolve any issue, keeping you informed every step of the way.