You can register here directly : https://www.lesgrappes.com/inscriptionRegistration can be done via :
Your email address and mobile number are important for the smooth running of deliveries. This is because :
If you already have a precise idea of what you want, you can directly use the search bar and fill in the name of the desired wine or domain.
If you know or want to choose the winemaker more than the bottle, the best thing to do is to go to the relevant section : https://www.lesgrappes.com/en/vignerons
Would you like a more precise search with well-defined criterias ?
Use the filters on the left side of the page to select: a region, an appellation, a winemaking method, a maximum price, etc.
You will be able to apply all the desired filters on our wine list. :
https://www.lesgrappes.com/en/vinsHowever, if you prefer to be guided, our selections are made for you :
If you have a specific need for an important occasion or event, do not hesitate to send us a more precise request at email@example.com, we will be delighted to advise you.
Wish to please ? We have developed for you the possibility to offer the wine you have selected, attaching to it if you wish a personalised noteAfter clicking on your basket and checking it, just tick "I would like to offer these bottles" (cf photo).You are then redirected to the payment page where you can enter your personalized word and the delivery addressThe recipient of the gift will receive your note by email when the order is picked up by the carrier.
Once you have found the wine of your choice, add it and validate the basket. Your basket is displayed on the top right (cf photo).
From your basket, you can still refine your order by modifying the quantities of bottles.For your information :
The next step is to fill in the delivery information (cf photo) :
Once the delivery information has been filled in, the last step to validate your order is to proceed to payment.
We are equipped with payment security, 3D Secure, which allows you to pay securely on the internet.
You will need to enter the SMS code sent by your bank when validating the payment. A redirection page will open automatically so that you can enter the code
You will then receive an email confirming your order.
If you do not receive the email :
If you encounter any more difficulties please write to us at firstname.lastname@example.org.
Your order is awaiting validation, it appears once or several times?
On your personal space in the heading "My orders" you can see that you have several orders pending validation as on the image below :
You have to validate one of these orders.How to do? Simply reply to one of our payment confirmation emails that you will receive within 24 hours after attempting to order.
You will then receive a new confirmation email once the payment has been validated. For the record, if you paid by wire transfer, you are able to validate an order by yourself from your customer area.
Am I being debited?
You will only be debited once you have received the order confirmation email. All duplicate orders will be cancelled and you will only be charged for a single order.
Some explanations regarding this situation :We are equipped with banking security which allows us to provide you a secure payment area.
Indeed, when you validate your order you are asked to enter a security code provided by your bank at the time of validation of your payment. You often receive this code by text message.
When an incident occurs at the time of the validation of your payment, the process of validation of the order is stopped.
Your order may still reach us, but it will then be awaiting payment confirmation.
This means that you have not been debited and that the winemaker has not received your order.
Your order transmission to the winegrower is done upon receipt of payment.It is thus necessary to count on the interbank delay which is usually from 48 to 96 hours.
Any payment by wire transfer leads to a possible refund by bank transfer (in this case, please provide us with your bank details if necessary)
Procedure for validating your order via payment by wire transfer
For the record : without reception of your wire transfer within 15 days we will cancel your order.
In the event of a complication, we invite you to contact your bank.
While waiting for your wire transfer on Les Grappes account, your order is under the status "payment pending validation".
How to unblock the situation?
You must contact us so that we can unblock your payment and thus validate your order.
You can do so by :
In your email, it is necessary to indicate either the number of your order (available on your personal space in the heading "my orders"), or the email address of your account.
You tried several times to place an order, but none of them were successful.
On your personal space in the "My Orders" section, you can see that you have several orders waiting to be validated. (cf photo).
You have to validate one of these orders.
How to do so ?If you paid by credit card : just answer one of our reminder e-mails. We will validate your order on our side and we will cancel the duplicates.If you paid by wire transfer : you can validate one of these orders by yourself on your customer area. Duplicate orders will be automatically cancelled.
In any case, you will receive a confirmation email when your payment is validated.
Am I being debited ?
You are only debited when you receive an email confirming that your order has been taken care of.
This happens when we acknowledge receipt of your payment.
There may be several reasons that can block your order. We have listed here the main sources of error you may encounter :
Browser compatibility: we notice higher failure rates when our customers use Oracle or Safari. This is why we recommend the use of Chrome.
The medium used: we notice a high failure rate when our customers order via a mobile format. The use of a computer reduces the risk.
Failure at the time of payment: your payment card may not be compatible with 3D Secure. Please check with your bank.
Thank you to also always have your mobile phone next to you when you pay, most payment failures are due to a delay in sending the confirmation code that is sent to you by text message.
To check if your order has reached us, you can refer to the article "My payment is pending validation".
For a delivery to our partner countries, you must add 8 € for delivery costs.The areas served are :
The other delivery conditions are identical to a delivery in France.
You have added your vintages to the basket and paid for it,
If your payment is accepted, then your order is "Transmitted to the winemaker".
If your order is "pending payment validation", it is not yet validated and the winemaker has not yet received it. In this case, please refer to the article My payment is awaiting validation.
Steps in processing your order :
1 - Your order arrives at the winemaker'sAs soon as we acknowledge receipt of your payment your order arrives at the winery. The winegrower must take note of your order within 72 hours following your order.
If you do not see a change in status within 48 hours and you have not received an information email from us, please contact us for more information at email@example.com.
2 - Your order will be taken care of by our carrier
When the winemaker takes note of your order, he prepares the order and gives it to the carrier.
As soon as the carrier picks up your order, you will receive an email or a text message giving you a hand on your delivery.
If you do not see any change in the status for more than 72 hours, please let us know at firstname.lastname@example.org.
3- Your order is on its way
As soon as your order enters the carrier's logistics network, you will receive an email or SMS. Your order will then reach you within two working days.
To track your shipment, you have to click on "Track shipment" in the "My Orders" section of your personal space (cf photo).
You can then follow the progress of your shipment and know the estimated delivery date.
As a reminder, as soon as the order enters the carrier's logistics area, you can intervene on your delivery :
DHL's On Demand Delivery Service :
As soon as DHL takes care of the package, you will receive a text message with an On Demand Delivery link allowing you to intervene on your delivery
For the record :
The Edesti service of Géodis accessible via the link edesti.com :
For the record: upon receipt of the second email or text message, you have a period of 8 days to schedule your delivery. After this period, your order will be returned to the domain.
Some information to know when your carrier is Geodis :
Please refer to the article "Track my delivery".
Please refer to the article "Track my delivery".
Please refer to the article "Track my delivery".
If an incident occurs on your order, it is important that you sign the delivery note correctly so that we can compensate you. In this case we will not be able to bear the costs.
What to indicate on your delivery note :
To access your invoice you need :
We work directly with the winegrowers, so you will receive one shipment per domain.
If you have not received all of your wine, the first step is to check the status of each shipment related to your order. It is possible that wines from different wineries are still in transit.
You can access it by clicking on "My Orders".
If the status do not seem clear to you, you can contact us at email@example.com.
If you find any of the following abnormalities :
If all or part of your order was broken on delivery.You can contact us on firstname.lastname@example.org by informing :
If you are confronted with one of the following cases :
The choices available to you :
We cannot give you a commercial solution below 3 damaged bottles. We therefore invite you to open several bottles to check that the damage affects several of your bottles.
Please send us an email to email@example.com with the following information :
If you still have the shipping boxes, simply return your order by :
1 - Put the bottles back in the shipping boxes
We ask you to be very careful and to protect the bottles as they will be returned to the estate by air transport.
2- Stick the slips on the boxes : there is one slip per box
When a return procedure is put in place, it means that you have exchanged with a member of Les Grappes.
He then asked you :
3 - Hand over the packages to the carrier
As a reminder, the conditions of compensation for return costs are as follows :
If you are no longer in possession of your original shipping boxes, please :
You can exercise the right of withdrawal up to14 days after your purchase.
Please contact us at firstname.lastname@example.org to assert this right, indicating your order number as well as the reference of the product(s) on which you wish to assert this right.
In case of return of the wines you must return them within 14 days following the sending of your withdrawal request.
The return costs will be at your expense unless otherwise specified.
Reimbursement terms and conditions in the event that you exercise your right of retraction :
We can send you a refund for several reasons :
When will I be reimbursed ?<:p>
We will send you your refund after receiving the return of your order or attesting to the legitimacy of the dispute.
Your refund will be sent to you within 10 working days due to inter-bank processing times.
Please be aware that if we reimburse you by bank transfer, it may take longer due to bank delays.
I still haven't received my refund
If you still haven't received anything after more than 10 working days, please send us an email to email@example.com so that we can take the necessary action.