Frequently asked questions F.A.Q.

Here you can find frequently asked questions and the respective answers. For any other information, contact us.

What is Vino.com^™?

Vino.com^™ is an online wine shop for wine, spirits, beers and accessories. On Vino.com^™ you can find a extensive catalogue and many special offers, you can choose from thousands of products and have them easily delivered to your home. Vino.com^™ is your personal Sommelier, available 24/7. Our search filters allow you to select products based on food pairings, awards and many other characteristics that make your choice easier, also for less expert users.

Why choose Vino.com^™?

Because on Vino.com^™ you can choose wines, spirits and beers like a real expert and discover new products all at the same time. We thrive on our customers being happy with our service so products are stored in temperature controlled warehouses, shipping packaging is specifically designed to avoid physical and thermal shocks and to preserve the wine's organoleptic qualities transport takes as briefly as possible. Our Sommeliers are at your disposal to provide assistance and advice, you can contact them from contacts page. Buying on Vino.com^™ is enjoyable, fast, easy and safe!

How much does it cost and how can I register?

You don't need to register to browse the catalogue. Registration on the site is free and simple, and it allows you to make purchases whenever you want.
To register, simply click on the "REGISTER" button at the top of the page or click here and follow the guided procedure: you will receive an email at the chosen address, containing a link that you need to click to complete and confirm ownership of the email address. Registration for the newsletter is recommended but not mandatory, to stay informed about the latest updates and special promotions that our Sommeliers select for you daily. Click here to register and try our service with a welcome discount voucher!

How can I order a product?

All products offered on Vino.com^™ can be purchased directly online. Once you have registered on the site (click here to register), simply select the desired product(s) and follow the purchase process, which will guide you through to completing your order, in just a few clicks and conveniently from your desktop or mobile device.

Are my bottles safe during transportation?

Of course. At Vino.com^™ we make sure products reach their destination in perfect conditions: products are shipped by express courier (UPS or BRT) and our packaging is made of a double carton box to protect the products from physical and thermal shocks. Transportation does not take long. We guarantee the originality of our products, come directly from the producers and are stored in Vino.com^™ warehouses at controlled temperatures. For more information on our packaging click here.

Can I order a product by phone?

Yes, you can contact our Vino.com^™ Customer Support Team who is available to assist you throughout the purchasing process or even place an order on your behalf, click here to contact us.

What are the accepted payment methods?

It is possible to pay with credit and prepaid cards from the Visa, Mastercard, Maestro, Postepay, American Express, Discover (Diners Club International and Pulse) networks, with a PayPal account, Apple Pay, Klarna, and bank transfer. Vino.com^™ may, at its sole discretion, offer the alternative payment method of cash on delivery (COD) in some or all cases. In the case of a bank transfer, the bank details (IBAN), the transfer amount, and the order number will be provided at the time of order confirmation. The payment via bank transfer must be made within the timeframes indicated, and in any case, no later than 2 days from the order confirmation.

Is it safe to pay by credit card?

Credit card payment on Vino.com^™ is certified and secure since no confidential information is processed by our servers or by our personnel but only by the bank circuit. Information is not stored in any Vino.com or bank database. Transaction occurs with a safe and encrypted connection.

Are the prices listed on your website inclusive of VAT?

Yes, are displayed with VAT included.

How much are shipping costs?

Generally, shipping costs are 6.90 € for shipping all over Italy, including islands, and are free for orders over 69.90 €. Shipping costs can be fixed or vary according to products weight, number of products selected and/or destination address or they can be free for specific product offers. You will always be informed about the shipping cost amounts before checkout and payment.

Is my personal information safe?

Vino.com^™ cares about the privacy and security of your information and adopts an SSL certificate with the highest protection level (Certificate 128/256-bit Extended Validation SSL released by Symantec/Digicert): in this way your personal data is always encrypted. You can check the authenticity of this protection certificate and its ownership by clicking on the protection section of the browser, next to the address bar, on page title or status bar.
Besides, payment information such as credit card details are not disclosed, nor processed and stored by Vino.com^™ because they are managed by the payment circuit itself. Vino.com^™ uses Braintree professional payment services, a PayPal, Inc. society, ensuring the consumer the highest level of protection and confidentiality.

I forgot my password, what should I do?

You can set a new password using the email address you registered with: simply click on "LOG IN" and select the "Forgot Password?" link below the Password field or click directly here. Once you have entered your email and clicked on Reset Password, you will receive an email with a special link to set a new password.

I have made an order but entered a wrong shipping address. What can I do about it?

If the order has not been shipped, you can change or cancel it by contacting our Customer Support Team by email, chat or on the phone. Click here to contact us.

Can I cancel an order?

You can request the cancellation of your order if this has not been processed yet: click here to contact our Customer Support Team. Once the order is cancelled, you will be refunded the full amount.

Can I exercise the Right of Withdrawal?

You can exercise the Right of Withdrawal and receive a refund according to current regulations: click here to know more or contact us.

I am usually not home during office hours, can the product be delivered to my workplace?

Yes, you can enter a shipping address different from the payment/invoice address while making your order.

Can I order different products with a single transaction?

Certainly, you can add as many products as you like to your cart and proceed with the purchase in a single transaction.

What is the CVV code on a credit card?

The CVV code is a 3-digit number printed on the back of your credit card and is required to confirm the cardholder's identity.

Once I have made an order, how can I check if it was successful?

After placing the order, you will receive a confirmation email indicating that your order has been successfully placed. Additionally, you can access your account by clicking on "LOG IN" and then on "ACCOUNT" to check all your orders.

How long does delivery take?

Vino.com^™ typically delivers purchased products within 48 working hours from the receipt of the order. The estimated delivery times for each product, as well as for an entire order, are indicated on the product page and in the cart summary. Orders are shipped via express courier UPS or BRT. In some exceptional cases, such as when a product is out of stock, restocking times may slightly affect delivery. In any case, our Customer Support Team is available and will inform the customer in advance.

Can I check the shipping status?

Yes, you can track the shipment by logging into your Vino.com^™ account, clicking on "ORDERS," and then selecting the order you want to track. Additionally, once the courier takes charge of the shipment, you will receive an email with tracking information.

What should I do if the product I ordered is not delivered?

You can check the shipping status in the order details by signing in to your Vino.com^™ account. In case you need assistance, you can contact our Customer Support Team by email, chat or phone by clicking here.

What if a product I ordered is no longer available?

In case a product you ordered is no longer available, we will issue a refund as soon as possible.

One of the bottles I have received is damaged, how can I return it and get a refund?

If you receive one or more damaged bottles at your address, please contact Customer Support immediately via email, chat, or by phone at the contact details provided here. You may be asked to return the damaged bottle and send us some photos via email along with a description of the damage (photo of the damaged product, full photo of the Vino.com shipping box, legible photo of the shipping label on the damaged box, photo of the courier delivery receipt) to allow us to verify the issue and take appropriate action. During delivery, if there is visible damage to the packaging or contents, you must sign the delivery receipt that the courier keeps, indicating ACCEPTED WITH RESERVATION and specifying the issue encountered (e.g. wet package, broken package, reconditioned package, etc.).

Wine tastes corked, what can I do?

Cork taint is transmitted to wine from the cork when it is infected by a harmless fungus of the cork oak. It can sometimes overpower the organoleptic properties of the wine; it is not uncommon for it to be confused with the natural characteristics of certain wines, such as strong woody or toasted aromas. If you find cork taint in one or more bottles, you can contact us. Then, you will need to send the bottles considered non-compliant to the Vino.com^™ headquarters using the return procedure. The product(s) must be returned with at least 2/3 of the content and the original cork; the bottle(s) must be shipped in Vino.com^™ packaging to preserve their integrity. Upon receipt of the bottles, the Vino.com^™ sommelier will verify the reported defect, and if confirmed, Vino.com^™ will proceed with the refund for the affected bottles.

Can I receive an invoice?

Yes, at the time of purchase, you can choose whether to receive a receipt or an invoice. In any case, you will receive the chosen document via email after payment, along with the order confirmation. If you do not receive it, you can request it by contacting our Customer Support Team. For orders with a total amount exceeding 3,599.99 €, an invoice will be mandatory. Therefore, you will be required to enter your Tax Code or VAT number.

I noticed a promotion that now appears to have ended. Would I still be able to take advantage of the offer?

Some products may be offered at a promotional price for a limited time or quantity. After the promotion ends, the product will be available at the displayed price. Some promotions may be offered again later, so we recommend subscribing to our newsletter to avoid missing any discounts: click here to subscribe.

I am a producer/supplier and would like to sell my wines or accessories. What should I do?

You can apply to become our Partners at this link and give us your contact details. We will get in touch with you as soon as possible.

I wish to no longer receive your newsletter, what can I do?

Simply sign in to your Account, select "Communications," and then choose "I don't wish to receive newsletters," or click the unsubscribe link included in each newsletter. In any case, you can change the frequency of receiving our newsletters from your account. Once you have unsubscribed from our newsletter, your account will still be active, and the credentials you already have will allow you to access Vino.com^™ to make purchases or browse the catalogue.

How can I contact Customer Support for any other questions?

Customer Support is provided free of charge via email or phone at the contact details provided here. The website also features a real-time support chat, which may have variable availability depending on the customer service staff's schedule.