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Frequently asked questions

Everything you've ever wanted to know about us

1 - Is the payment secure?

We use a secure payment system with the standard security technology of SSL, the currently safest and most widely used encryption, to process all transactions. Your credit card and bank details are coded and redirected to our payment processor – Banque populaire des Alpes – without navigating through our website. Thus Vinatis does not record or store any information anywhere on the systems or premises.

2 - Is there a minimum quantity I must order?

Not at all! Almost all our products are available per unit.

3 - I wish to gift someone a present, how should I proceed?

Make your own choice or go to our gift section to find a match, then go to the shopping cart. While completing the order, enter the address where the gift has to be delivered and choose it as a delivery address. You also have the opportunity to enter a personal message that will be printed on a gift card and joined to the order. Bills are never enclosed to the shipment as they are available on your customer account in the section “Order history and details”.

4 - What payment methods can I use?

  • - Credit card (VISA, Mastercard, American Express)
  • - Paypal
  • - Bank transfer
  • - SOFORT Banking

You will be able to choose the payment method when confirming your order

5 - I have forgotten my password, what do I have to do?

In that case, you can either go to the login page and click on the link “Forgot your password” (you will then receive an e-mail with a new password) or contact our customer service (contact@vinatis.com or +44(0)20 3499 5093)

6 - What are the different shipping methods?

Once the payment is accepted, your order is immediately sent by Chronopost, GLS, Gefco. You will receive an automatic e-mail in order to track your shipment. For more information, you can contact our customer service (contact@vinatis.com or +44(0)20 3499 5093). Concerning the shipping costs, it depends on the country of destination. All details available on our page “Shipping & Delivery”.

7 - What should I do if the delivery of my order takes a long time?

Feel free to contact our customer service for more information (contact@vinatis.com or +44(0)20 3499 5093) concerning your shipment. Our team will investigate and give you an answer within 48 hours.

8 - What happens if I’m not home when the deliveryman comes?

If you’re not home when the deliveryman comes, your order will be delivered either to a trusted neighbour or to the nearest pickup point (Parcel shop, kiosk, shop, etc). You will know where your order is thanks to the note that the deliveryman will leave in your mailbox. Most of the time, the boxes are kept between 10 to 14 days. You can also contact our customer service for more information (contact@vinatis.com or +44(0)20 3499 5093).

9 - What should I do if one box arrives damaged?

The boxes we use were approved by different delivery companies with which we work in order to ensure the safe transport of bottles. Only a small number of the shipments (less than 0.5%) gets damaged during transport. However, if one box seems to be not acceptable, you can choose either to refuse it or accept the safe bottles. In any case, you have to open the boxes and write down on the delivery slip of the carrier which bottle(s) got broken in the presence of the deliveryman. You can then contact our customer service (contact@vinatis.com) and our team will, of course, come back to you with a commercial proposal to compensate you.

10 - What if something’s missing or if a wrong item is delivered to me?

Our shipping service pays "great" attention to the preparation of your orders. Unfortunately, mistakes can happen. For this reason, it is important to check the content of your parcels in presence of the deliveryman and to write down on the delivery slip if something is wrong in your order. Then contact our customer service (contact@vinatis.com) and our team will do its best to fix the problem and compensate you as early as possible.

11 - How do I know that my order has been taken into account?

After completing the last step of your order on our website, you will receive an automatic e-mail with a recap of your order.

12 - How do I know if my order has been sent?

You receive an automatic e-mail stipulating that your order has been sent the day your bottles leave our depot. Note that your order is only sent once all the products are available, so the shipping can be delayed if you chose products not available immediately.

13 - How do I know if my gift has been delivered?

You can track the delivery on the website in your customer account or with the tracking number you received by e-mail. It is also possible to contact our customer service to get more information (contact@vinatis.com or +44(0)20 3499 5093).

14 - Can I modify or cancel my order?

Once the order has been completed and the payment received, it is only possible to change or cancel your order by contacting our customer service (contact@vinatis.com or +44(0)20 3499 5093). Please note that if your order has already been sent by our shipping service, we won’t be able to change anything.

15 - Where is my bill?

Your bill is available on your customer account (section “Order history and details”). If you wish to receive it by mail, you have to ask for it to our customer service (contact@vinatis.com or +44(0)20 3499 5093).

16 - I have some good wine in my cellar that I don’t want anymore, would you be interested in buying it?

All our wines come from the producers or wine and champagne houses; we do not buy our wines from individuals, so we won’t be able to make you an offer.