Refunds and Retruns


Changed your mind? Received the wrong item? No problem – at Twil, we aim to please!

Contact customer services via our contact form, specifying “customer complaint”. Explain your problem in the “Message” box. Our customer services team will deal with your message as a matter of urgency and tell you the next steps. We undertake to replace faulty bottles as quickly as possible.

Good to know: as soon as your return has been accepted by the producer, our customer services team will send you a prepaid label to fasten to your package. You will then be able to drop it off at your Chrono collection point or send it direct from a post office. Returns will be accepted up to 14 days from the date your order was despatched.

Please note: returns will only be accepted in the original packaging or in other secure packaging.

The same procedure applies if your order involves more than one package containing faulty items.


Want to cancel an order? Received a wine that doesn’t suit you? Let us know by contacting customer services via our contact form (“Contact us” link).

Once our customer service team has agreed your refund, you will receive the refund within the following timeframes:

- no more than 3 working days for cancellations before despatch (+ bank processing time, usually less than a week)

- no more than 7 working days from the date the producer receives your return (+ bank processing time, usually less than a week).

The refund amount will be credited directly to your card.