Shipping and Delivery Policy

Last updated: 29 September 2026

This Shipping and Delivery Policy applies to consumer orders placed through rougeandcolondon.com.

It should be read together with our Terms and Conditions of Sale and Website Use.

1. Delivery Territory

We currently deliver within the United Kingdom, including:

• England;

• Scotland;

• Wales; and

• Northern Ireland.

We do not currently offer international delivery through our consumer Website unless an international delivery option is expressly made available by us.

Delivery remains subject to:

• courier availability;

• applicable law;

• age-verification requirements; and

• the ability of our delivery provider to service the requested address.

Certain remote areas, Highlands and Islands may require additional delivery time or incur different delivery charges.

Where additional charges apply, these will be shown at checkout before you submit your order.

2. Order Processing

We normally aim to process orders within 1–2 business days, Monday to Friday, excluding public and bank holidays.

Orders placed on weekends or public holidays will normally begin processing on the next working day.

Processing times are estimates and are not guaranteed dispatch times.

During particularly busy periods, promotions, adverse weather, stock checks or other exceptional circumstances, processing may take longer.

3. Order Acceptance and Dispatch

Placing an order through our Website constitutes an offer to purchase.

An automated order confirmation or payment authorisation does not by itself mean that your order has been accepted.

Unless we expressly tell you otherwise, your order is accepted when we confirm that the relevant products have been dispatched.

Once your order has been dispatched, we will normally send a dispatch confirmation by email.

Tracking information will be provided where available.

4. Standard Delivery

Our normal standard delivery estimate is:

2–4 business days from dispatch.

This timeframe is an estimate rather than a guaranteed delivery date.

Delivery times may vary because of:

• delivery location;

• remote or island destinations;

• courier disruption;

• weather conditions;

• public holidays;

• industrial action;

• seasonal peaks; or

• other circumstances outside our reasonable control.

Where a specific delivery date is important, please contact us before placing your order.

5. Legal Delivery Period

Unless we have agreed a different delivery period with you, we will deliver your order without undue delay and within the period required by applicable consumer law.

Nothing in this Policy limits your statutory rights where goods are not delivered within the legally required or expressly agreed period.

6. Delivery Charges

Delivery charges are calculated and displayed during checkout before you place your order.

Charges may vary depending on factors including:

• order size;

• order weight;

• delivery destination; and

• the delivery service selected.

You will have the opportunity to review applicable delivery charges before submitting payment.

7. Delivery of Alcohol and Age Verification

Alcohol is an age-restricted product.

You must be at least 18 years old to purchase alcohol from Rouge & Co. London.

Our delivery partners may operate a Challenge 25 or equivalent age-verification policy.

The person receiving the delivery may be asked to provide satisfactory proof that they are aged 18 or over.

Acceptable identification may include physical or digital proof of age accepted under applicable law and by the relevant delivery provider.

If appropriate proof of age cannot be provided when requested, the delivery may be refused.

8. Who Can Receive the Delivery

The person receiving the parcel does not necessarily need to be the person who placed the order.

However, anyone receiving alcohol must satisfy all applicable age-verification requirements.

Alcohol will not be knowingly handed to anyone under the age of 18.

9. Safe Places and Unattended Delivery

Because our orders contain alcohol, requests to leave parcels:

• unattended;

• on a doorstep;

• in a nominated safe place;

• with a neighbour; or

• in another location without age verification

may not be accepted by the courier.

Any delivery instruction you provide is subject to applicable law, the courier's age-verification procedures and the requirements of our alcohol licence.

A delivery instruction does not require us or our courier to leave alcohol in circumstances where doing so would be inappropriate or unlawful.

10. Your Delivery Responsibilities

Please ensure that:

• your delivery address is complete and accurate;

• any access instructions are correct;

• an eligible recipient is available where required; and

• the recipient can provide acceptable proof of age if requested.

Please check your address carefully before submitting your order.

We are not responsible for delays resulting from incorrect or incomplete information supplied by you, except where we caused or contributed to the error.

11. Failed Deliveries

A delivery may fail where, for example:

• nobody is available to receive the parcel;

• age verification cannot be completed;

• acceptable identification cannot be provided;

• the courier cannot reasonably gain access to the delivery address;

• an incorrect or incomplete address has been supplied;

• delivery is refused without a legal basis; or

• another circumstance attributable to the customer or recipient prevents delivery.

Where delivery fails for a reason for which you are responsible, we may require you to pay the reasonable additional costs actually incurred for:

• redelivery;

• return to sender; or

• storage,

to the extent permitted by law.

We may require payment of the applicable redelivery cost before arranging another delivery attempt.

12. Orders Returned to Rouge & Co. London

If an order is ultimately returned to us because delivery could not be completed for a customer-attributable reason, we may:

• arrange redelivery subject to payment of reasonable additional costs; or

• cancel the order.

If the order is cancelled, we will refund any amount legally due to you after deducting any costs that we are lawfully entitled to retain.

You will not be charged additional delivery costs where the failed delivery was caused by us or our delivery provider and you complied with your obligations.

13. Risk During Delivery

Rouge & Co. London remains responsible for the risk of loss or damage to your products until they come into the physical possession of:

• you; or

• another person identified by you to receive them.

Once the order has been properly delivered, responsibility for loss or damage normally passes to you.

Different rules may apply if you independently appoint a carrier that was not offered by us as a delivery option.

14. Damaged Deliveries and Breakages

Our wines are packed using packaging designed for bottle transportation.

If your parcel arrives visibly damaged or contains broken bottles, please contact us as soon as reasonably possible.

We strongly recommend reporting transit damage within 48 hours of delivery where possible. This helps us investigate the issue promptly with our courier.

However, the 48-hour request does not remove or reduce any statutory rights you may have.

Contact:

sales@rouge-london.co.uk

Please include your order number and, where reasonably possible, photographs of:

• the external parcel;

• courier/shipping label;

• internal packaging;

• damaged bottle(s); and

• any visible leakage or damage.

Please retain the packaging and affected products until we confirm that they are no longer required for our investigation where reasonably practical.

15. Missing or Incorrect Products

If your order contains:

• a missing product;

• an incorrect bottle;

• an incorrect quantity; or

• another fulfilment error,

please contact us as soon as reasonably possible at:

sales@rouge-london.co.uk

Please include your order number and details of the issue.

We may ask for reasonable photographic evidence to help us investigate the matter.

16. Tracking and Delivery Status

Where tracking is available, tracking information will normally be provided following dispatch.

Tracking information is supplied by the delivery provider and may occasionally be delayed or inaccurate.

A tracking update does not override your statutory rights.

If tracking shows your parcel as delivered but you have not received it, please contact us promptly so that we can investigate with the delivery provider.

17. Lost Parcels

If an order appears to have been lost in transit, please contact us at:

sales@rouge-london.co.uk

We may need to investigate the shipment with our delivery provider before confirming the appropriate resolution.

Where goods have not been delivered to you or another person nominated by you, your statutory rights remain unaffected.

18. Delays Outside Our Reasonable Control

Delivery may occasionally be affected by events outside our reasonable control, including:

• severe weather;

• transport disruption;

• industrial action;

• courier network disruption;

• telecommunications failures;

• natural disasters;

• governmental action; or

• other exceptional circumstances.

Where this happens, we will take reasonable steps to minimise disruption where appropriate.

Nothing in this section removes any statutory right you may have as a result of delayed or failed delivery.

19. Storage Following Delivery

Once your wine has been properly delivered, you are responsible for its appropriate storage and handling.

Wine may be adversely affected by excessive heat, frost, direct sunlight, significant temperature fluctuations, excessive vibration or unsuitable storage conditions.

Rouge & Co. London is not responsible for deterioration or damage caused by inappropriate storage, transportation or handling after delivery.

This does not affect your rights where a product was already faulty or damaged when supplied.

20. Changing a Delivery Address

If you need to change your delivery address, please contact us as soon as possible.

We cannot guarantee that an address can be changed once an order has entered processing or been dispatched.

For fraud-prevention, payment-security or courier reasons, we may be unable to redirect an order to an alternative address.

Where an address change results in additional courier costs, you may be responsible for reasonable additional charges where permitted by law.

21. Contact Us

For questions concerning an order, delivery, tracking, damage or a missing parcel, please contact:

Rouge & Co. London Ltd

Email: sales@rouge-london.co.uk
Telephone: +44 7400 124855
Consumer Website: rougeandcolondon.com