Delivery, Returns and Refunds

Order Confirmation

When you place an order, we’ll pre-authorise your card but won’t take payment immediately. We’ll first check with our supplier to confirm the item is available for immediate shipment. Once confirmed, we’ll process your payment and dispatch your order straight away.

If there’s a delay (for example, if an item is on backorder), we’ll cancel the pre-authorisation and contact you with an update.

Delivery

If your item is in stock, we’ll charge your card and dispatch your order within 2 working days. Once shipped, we’ll email you tracking details within 24 hours.

If you haven’t received tracking details within 5 working days, please contact us at support@cooldrop.co.uk and we’ll be happy to help.

Delivery Areas and Charges

UK Mainland delivery is free on all wine fridges and wine coolers. If you live outside the UK Mainland or in a property with difficult access, delivery is still usually possible, though additional charges may apply. Please call us on 020 3051 9269 for details.

  • UK Mainland delivery is free on all wine fridges.
  • Standard deliveries take place Monday–Friday and time from order placement to delivery is between 1 - 5 working days.
  • Next working day delivery may be available for orders placed before 12pm (Monday–Friday, excluding bank/public holidays). Orders placed after 12pm may still qualify—please call to check.
  • Orders placed on weekends or public holidays will be delivered on the next working day (e.g. Sunday orders will arrive on Tuesday).
  • Deliveries may be made by our own transport team, an independent courier, or directly by the manufacturer. Multiple-item orders may arrive separately.

While we always aim for timely delivery, unforeseen delays (e.g. traffic, stock shortages, manufacturer delays) may occur. If notified, we’ll keep you updated.

Delivery Access

Please inform us in advance of any delivery conditions that may affect access (e.g. stairs, restricted vehicle access).

We reserve the right to refuse delivery if conditions are unsafe or undisclosed. In this case, items may be left at ground level or returned, with failed delivery charges passed on to you.

Installation

  • Prices include delivery only; installation is not included.
  • We cannot accept liability for items damaged or used after installation.
  • Dimensions are approximate and may vary slightly—please wait until your cooler arrives before adjusting cabinetry or worktops.

⚠️ Important: Do not book fitters until your goods are delivered and inspected. We cannot accept responsibility for related costs or compensation.

Damages

Please check your items carefully at the time of delivery. We strongly recommend:

  • Do not accept delivery if the item is visibly damaged.
  • If damage is visible, write “DAMAGED” on the delivery slip and note the issue.
  • If you cannot check immediately, write “UNCHECKED” before signing.
  • If someone signs on your behalf, please ensure they check the goods thoroughly.

⚠️ Note: Outer packaging may sometimes arrive marked or creased. This doesn’t necessarily mean the product itself is damaged. Always inspect the actual item before reporting a problem.

If you discover damage:

  • Email clear photos to support@cooldrop.co.uk within 24 hours so we can raise an insurance claim.
  • Within 7 days of delivery, all items must be fully unpacked, checked, and any issues (damage, faults, shortages, or incorrect items) reported to us immediately.

Depending on the issue, we may arrange replacement parts, a repair, or an exchange. Unfortunately, we cannot accept claims for visible damage after 7 working days unless it was not identifiable at the time of delivery.

This does not affect your statutory rights.

Cancellations and Refunds

  • Orders cancelled after 48 hours may be subject to fees.
  • If your order has already been dispatched, you (the buyer) will be responsible for return costs.
  • Refunds will only be issued to the original payment method.

Returns

  • You may return unwanted items within 14 days of delivery by notifying us in writing (via email) with your order details.
  • Items must be unused, in original packaging, and in resalable condition. Products with damaged or defaced packaging may not be accepted for return.
  • If you’d like us to arrange collection of a wine cooler, a charge of 15% of your order value applies (covering collection, admin, inspection, and repacking). This must be paid before collection. Refunds will be processed within 10 working days, minus delivery costs.
  • Returns after 14 days cannot be accepted.

Returning at your own cost

  • Please contact us for the correct return address.
  • Proof of delivery must be obtained.
  • Once items are received and inspected, refunds will be issued within 10 working days, provided they are in original condition.

Exchanges

  • If you wish to exchange an item, please follow the returns path listed above and re-order an alternative item.