Your satisfaction is our top priority and we stand behind the quality of our products and services. If for any reason you are dissatisfied with a purchase, please do not hesitate to contact our Customer Service team within 30 days of receipt of the order. Items that are damaged in transit, or are not to your satisfaction, will be replaced. Any unsatisfactory items need to be re-corked with remaining contents and returned in order to receive a refund.
Cancelled, returned, reshipped, or rerouted orders will be subject to additional charges. For all returns, please contact Customer Service in order to request a return shipping label. A refund will be issued upon confirmation of the return, less a 15% restocking fee.
We are committed to delivering our products in excellent condition and in a timely manner, and feel it is important to inform you that all shipping carriers require an adult signature at the time of delivery. We always recommend shipping to a business address to ensure an adult is present during business hours.
Vintage Wine Estates Customer Service
Toll Free: 1-800-285-7770
» back to top
Due to vintage changes in inventory, if an item in your order is no longer available, we will substitute it with next available vintage.
» back to top
Credit Card Charges
Firesteed is part of the Vintage Wine Estates family, and all charges on your credit card statement will appear as our parent compay, Vintage Wine Estates.
» back to top
What information we collect and why we collect it.
How we use that information.
The choices we offer, including how to access and update that information.
Information that We Collect from You
We may collect certain personally identifiable information ("personal information" or "personal data") from you, such as:
Mailing and/or Shipping Addresses
Telephone number (including home and mobile phone numbers)
Date of Birth
Credit and/or Debit Card Numbers
We may also collect other information that we request from you and that you provide to us. In many cases, such information will be collected directly from you but information may also be gathered from our affiliated brands, third-party sources such as marketing and fulfillment companies, opt-in lists, publicly available data, consumer reporting agencies, and other companies and referrals.
How We May Use Your Information
We use the information described above to process your requests and wine club orders; communicate with you about our products, services, offers, events and promotions, and offer you products and services we believe may be of interest to you; contact you if we have not heard from you in a while; allow you to send a message to a friend (by using this functionality, you are telling us that you are entitled to use and provide us with your friend's name and email address); to participate in sweepstakes, contests or similar promotions (some of these activities may be subject to additional rules, which you should read carefully); analyze trends and enhance our communications strategies with you; and to improve the quality of our online guest services.
We may also use this information for system administration to diagnose problems with our servers and software or to administer our site, to gather demographic information, and to monitor the level of activity on our site. We track visitors' traffic patterns throughout their online sessions, including which pages or specific URLs a visitor views while visiting our pages.
How We May Disclose Your Information
In certain cases, we may disclose your personal data to third parties under limited circumstances if we conclude that we are required by law or have a good faith belief that access, preservation, or disclosure of such information is reasonably necessary to protect the rights, property, or safety of our Winery, our customers, or the public.
We may also contract with other companies and individuals to perform certain functions and services, including processing, storing, tracking, and organizing information on our behalf. These third party service providers may have access to your personal data to perform their functions and to provide services to us.
In some cases we may partner with other companies and third parties that we've carefully chosen to enhance your customer experience, usually through co-branded partnerships, sweepstakes, contests, and wine club experiences. In such cases you will need to opt in with those third-party partners to enable them to market their or other selected third parties' products and services to you. You will have an opportunity to opt-out of those communications by unsubscribing from any third party communications you do not wish to receive subject to those third parties' privacy policies.
We may aggregate your personal data so that the aggregated information does not personally identify you or anyone else. If we combine any non-personal information with personal information, the combined information will be treated by us as personal information as long as it is combined. We may collect, use, and disclose non-personal information for any purpose.
Online Advertising and Tracking
We may use third-party advertising networks and work with companies that collect information about your online activities to provide advertising targeted to suit your interests and preferences. For example, you may see certain ads on this Site or other websites because we partner with Google and other similar companies to target our ads based on information we or they have collected, including information that was collected through automated means (such as cookies and web beacons).
You may opt out of the automated collection of information by third-party ad networks for the purpose of delivering advertisements tailored to your interests by editing or opting out of your Google Display Network ads' preferences at http://www.google.com/ads/preferences/. You can opt-out of receiving targeted ads on Facebook at https://www.facebook.com/settings/?tab=ads. To exercise your choices with respect to targeted advertising and tracking on your mobile device, we recommend you explore your options to reset, limit or turn off your advertising ID on your particular device.
Not Directed to Individuals Under the Legal Drinking Age
Our Site is not intended for people under the legal drinking age of 21. We do not seek or knowingly collect any personal information from or about individuals under the age of 21. If we become aware that we have unknowingly collected personal information from an individual under the legal drinking age, we will make commercially reasonable efforts to delete such information from our database.
We take appropriate organizational, technical and administrative measures to protect personal information under our control. Unfortunately, no data transmission over the Internet or data storage system can be guaranteed to be 100% secure or is ever completely secure or error-free. Please note that you are responsible for maintaining the confidentiality of any user name or password you use.
To Opt-Out or Change Your Personal Information
To opt out of receiving electronic marketing communications from us, you may (1) follow the "unsubscribe" instructions contained in any emails you receive, (2) send a blank email with "unsubscribe" in the subject line, to firstname.lastname@example.org from the email address you would like removed, or (3) send us a request at the address in the Contact Us section below. We will endeavor to comply with all requests as soon as reasonably practicable.
You may also view, update or change information. If you have an account with us, go to the My Account page on the Site and access your account using your log-in and password. Any changes you make on your account profile page through the Sites will be reflected on that same Site (however, it may not be reflected on other sites that we or our affiliated brands operate). You may also submit updated personal information to us as set out in the Contact Us section below. In your request, please make clear what information you would like to have changed.
Regardless of your opt-out preferences, there still may be times when we will contact you for administrative reasons, such as those related to an order you placed, an inquiry you made, a legally required notice, and so on. Also, despite our efforts, there may be residual information that will remain within our databases and other records, which will not be removed or changed, or may be retained for recordkeeping purposes. Please note that we are not responsible for removing information from or updating information in the databases of third parties with whom we have already shared your personal information.
California Do Not Track Disclosures
Do Not Track is a privacy preference that users can set in their web browsers. When a user turns on the Do Not Track signal, the browser sends a message to websites requesting them not to track the user. At this time, we do not respond to Do Not Track browser settings or signals.
Your California Privacy Rights
California Civil Code sections 1798.83-1798.84 give California residents the right to ask us for a notice describing the categories of personal information we share with third parties for their direct marketing purposes. Upon request, we will identify the categories of information shared and will include a list of the names and addresses of third parties with which it has been shared. If you are a California resident and would like a copy of this notice, please submit a written request using the contact information set forth below. Please allow 30 days for a response. If your request is received by a different method, please allow 150 days for a response. Please note that we are only required to respond to one request per customer each year.
Updates to this Policy
» back to top