Damaged Orders

Firstleaf has a 100% percent satisfaction guarantee. We want you to be fully satisfied with the wines you receive. Make sure to reach out to us within 30 days of delivery. 

Situations where we can credit you for your shipment:

• Damaged order
• Missing bottles
• Foil/Cork rise

While in transit, the carrier may damage the box and break the wine inside. We will credit you for any bottle, or reship the order if it never arrived at your doorstep. 

If you ever receive a shipment with missing bottles please reach out to us and we will credit you right away. 

For any damaged or missing bottles, please provide photos of the wine(s) received as well as the label on the box. 

Additionally, a wine that is exposed to the heat can unseal and the cork can expel out. This can expose the wine to oxygen and cause the wine to oxidize faster. This creates a taste like sherry or cider. If you happen to run into this scenario, photo evidence would be appreciated to pass this along to our wine team. We will credit you for any bottle!

If you’d rather not risk heat damage on future orders, that’s completely understandable! Here are a few options on how you can completely reduce the risk of heat affecting your orders:

1) The best option is to have the order shipped to a business address or hold at a location set by the carrier. This way your wine will arrive on the first delivery attempt and not have any unnecessary extra heat exposure from 2nd or 3rd attempts. You can find a FedEx location here, or a UPS location here. 

2) You can also change the ship date of your next order so that your wine won’t start coming again until the summer’s over. You can do this by following these easy steps:

1. Log into your account here
2. Go to the My Club page at the top of the screen
3. Click Edit under Estimated Ship Date
4. Select any of the options to delay, or choose a date from the calendar
5. Click on Reschedule to update the ship date

Common Faults that you may find in a wine:

• Cork Taint “corked”
  • A wine with cork taint will have a smell of a damp basement, wet cardboard or newspapers. Wine can be affected negatively by faulty cork used to seal the wine. The cork will affect the smell and the taste of the wine.  
• Oxidation 
  • A wine will turn if exposed to large amounts of oxygen. The wine will exhibit notes of cider or sherry. This can happen within hours of opening the wine. Make sure to seal your wine bottle and keep it in a temperature-controlled room to prevent spoilage.
• VA or “volatile acidity”
  • VA is a fault that happens in large quantities. The acetic acid in the wine can turn volatile and spoil the wine. The wine can have a sharp smell of nail polish remover.