Insured delivery: what to do upon receipt
You chose insured shipping: the value of the bottles is covered throughout the journey, from the warehouse to your door. For the coverage to apply, five simple steps are required upon delivery. They take two minutes and fully protect you.
1. Photograph the closed box
Before opening it, photograph the box from all sides and the shipping label. If you see dents, holes, or liquid stains, photograph them up close and, if possible, write “package damaged” on the courier’s receipt before signing.
2. Record the opening
Record a short video, or a sequence of photos, while opening the box: tape, first layer of protection, and bottles in their compartments. This is the strongest evidence in the event of a dispute.
3. Check every bottle
Capsule, label, fill level, and any leaks. Photograph each bottle in full and, if something is wrong, take a close-up of the damage.
4. Report it to us within 24 hours
Write to shop@steltwines.com, or reply to the confirmation email, with the photos and video, the order number, and a one-line description. We will handle the claim with the courier.
5. Keep everything
The box, internal packaging, and damaged bottles must be kept until the claim is closed: the courier may ask to see or collect them.
What is and isn’t covered
- Covered: breakage, leakage, and loss of the package during transport, for the full value of the order.
- Not covered: damage reported more than 24 hours after delivery, packages accepted without reservation despite visible external damage, and opened bottles.
- Timing: replacement or refund within 10 business days of the claim being closed.
Questions? We reply the same day: shop@steltwines.com · +39 342 639 8349. For insured shipping costs and pricing tiers, see Shipping and packaging.