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FAQ

FAQ

01

Will your holders fit all bottle types?​

Our dual-layer system accommodates most premium champagne, vodka, and cognac bottles commonly used in nightlife environments. We are currently developing custom holders for specialty bottles like Don Julio 1942 and Clase Azul to ensure they are displayed safely and securely due to their unique shape.

02

Are the crystals real?​​

We use premium grade glass crystals, arranged in clustered placements and multi-angle facets to maximise sparkle under venue lighting. In some cases, alternative crystals may be used in order to achieve the finish. This will be discussed and agreed before manufacturing begins.​

04

What happens if damage occurs during a rental?​

If damage occurs while the unit is in your possession, you may be charged up to £75 depending on the extent of the damage. If the presenter is no longer usable and cannot be repaired, you’ll be responsible for 50% of the product’s retail value.

05

Can I get a replacement part or accessory?

Yes, please get in touch to purchase replacement parts such as bottle stabilisers.

07

What happens if I miss my scheduled delivery or pick-up time?

If you are unavailable during the agreed time slot for delivery or collection, a redelivery fee may apply. We recommend ensuring someone is available at the confirmed time and location.

08

How do I know if a bottle will fit?​

Our holder system accommodates the most popular nightclub bottles including champagne, vodka, cognac and rosé. If you’re unsure, reach out with your bottle type and we’ll confirm compatibility. You can also view the full list of compatible bottles here.

03

Is the product suitable for both shows and static displays?​

Absolutely. The design allows it to shine in active bottle shows or sit as a centrepiece, with legs or stands provided for protection and stability.

06

When do I pay the remaining balance?​

A deposit is taken at the time of booking to confirm your order. The full balance is due upon delivery, whether the item is hired or bespoke. This ensures you're fully satisfied and the item arrives as expected.

09

When will I get a reply and when does production begin?​​

​We aim to reply within 72 hours with an update on your enquiry. Due to high demand and limited manufacturing slots, there may be a waiting list. You’ll be contacted once a slot becomes available and your production window is confirmed.

10

What’s the difference between Flexi Holders and Bespoke Holders?

Yes — our adjustable Flexi Holders come as standard and can securely hold up to 15 standard-sized bottles.

Our Bespoke Holders are designed for specific bottles, such as Au Vodka, Clase Azul, Belvedere 10, Don Julio 1942, and Atilius. Magnum bottles are also bottle-specific and are not adjustable.

11

Where can I see the returns policy?

Refunds & Returns Policy – Your rights for returns, exchanges, and refunds.

12

You can read our customer service policies at any time:

Terms & Conditions – The rules for ordering, hiring, and using our products.

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Privacy Policy – How we collect, store, and protect your data.

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Cookies Policy – How we use cookies to improve your experience.

Delivery

  • We take great care to ensure your Culet Avenue product arrives safely and on time. Our delivery terms are outlined below.

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  • 1. Delivery Partners
    We work with trusted couriers such as DPD, Evri, and Royal Mail. Tracking information will be provided once your order has been dispatched.

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  • 2. Delivery Times

  • Ready-to-ship items: Usually dispatched within 2–5 working days upon the agreed dispatch date.

  • Bespoke/made-to-order items: Lead times vary depending on design complexity and order volume. You will be advised of estimated dispatch when ordering.

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  • 3. Delivery Responsibility

  • We are not responsible for courier delays or loss once items are in transit.

  • Cosmetic damage to external packaging during delivery is not covered, provided the product inside is unaffected.

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  • 4. International Orders
    Customs duties or taxes may apply and are the responsibility of the customer. Delivery times may vary due to customs processing or global affairs affecting the delivery,

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  • 5. Delivery Queries
    If your item has not arrived within the expected timeframe, contact us at:
    📧 contact@culetavenue.com
    💬 WhatsApp (if initiated by customer) for order-related communication

Returns

We aim to ensure satisfaction with every Culet Avenue product. Due to the bespoke nature of our items, our return terms are detailed below.

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1. Bespoke & Made-to-Order Items
All custom-made products are non-refundable unless a manufacturing defect is identified. Minor variations or differences due to handcrafting are not considered faults.

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2. Ready-to-Ship Items
Non-custom products may be eligible for return within 14 days if:

  • They are unused and in original packaging

  • Returned in resaleable condition

  • We are notified before the return is sent

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3. Refund Process
Once a returned item is received and inspected:

  • Refunds (if applicable) are processed within 14 days

  • Deductions may apply for handling, missing components, or damage

  • Delivery/shipping costs are non-refundable

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4. Delivery-Related Damage
We are not responsible for damage caused by couriers. However, if your product arrives damaged, please contact us immediately. We may assist in liaising with the delivery company to support resolution, but this is not guaranteed.

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5. How to Start a Return
📧 contact@culetavenue.com
💬 WhatsApp (if initiated by customer) for order-related communication

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