Frequently Asked Questions

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File a Complaint

File a complaint

Once you submitted your complaints upon receipt of your order, you can file a complaint.

The complaint is made in several steps. First of all, go to your customer area, in Orders & Billing, in order to make a complaint. View the product on which you want to make a complaint. Then, click on the right of the product sheet on "File a complaint".

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After clicking on "File a complaint", you will find the claim form:

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You'll have to fill in the information: 

  • The purpose of the claim,
  • The eligibility of your complaints
  • A detailed description of the claim

Once you have completed the form, we will follow up on your claim very shortly. It is up to us to transmit the necessary information to the carrier or winemaker in order to find the best commercial solution for you. Processing time of <1 week.

Cancel or return an order

You want to cancel your order? 

The cancellation of your order is free of charge if it has not yet been prepared by our winegrower. If necessary, the return costs are at your expense. In case of return of the wines, you must return them within 14 days following the sending of your cancellation request. Please keep the shipping boxes in order to be able to put the bottles back in the shipping boxes. Stick the return slips on the boxes and give the packages to the carrier.

For your information, the refund conditions for the return costs are as follows:

  • Return due to a wine defect

You return the wine at your own expense and if the flaw is validated by us, we will reimburse you the shipping costs as well as your order. Another commercial solution can be found, depending on the order.

  • Return due to the reception of bad bottles

We offer you a tailor-made commercial solution, please contact us via our form.

Withdrawal procedure and delays

You can use your withdrawal right up to 14 days after your purchase.

Please contact us on our form to exercise this right, indicating your order number and the reference of the product(s) on which you wish to exercise this right.

The return costs will be at your expense unless otherwise specified.

The terms and conditions of reimbursement in the event that you exercise your right of withdrawal :

  • we will refund you as soon as we receive the returned goods or as soon as you provide us with proof of return.
  • we will reimburse you for the totality of your order. But the return costs remain at your expense
  • we will reimburse you via the same means of payment used to place the order. That is to say:
  • by credit card
  • by bank transfer: please send us your bank details.

Refund

At the end of a complaint or a withdrawal, if these are validated, you will be reimbursed. Any payment by credit card leads to a refund by credit card. Similarly, any payment by bank transfer, leads to a refund by bank transfer. In this case, you will be asked for your bank details.

We can send you a refund for several reasons:

  • in case of damage on your order
  • in the event of a break in the cuvée or vintage you ordered
  • in the event of excessively long delivery times

When will I receive my refund? 

We will reimburse you after we have received the return of your order or attested the legitimacy of the dispute.

Your refund will be sent to you within 10 working days due to inter-bank processing times.

Please note that if we refund 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 on our form so that we can take the necessary action.