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 wide catalogue and many special offers, you can choose from thousands of products and have them comfortably delivered to your home. Vino.com is your personal Sommelier, available 24/7. Our filters allow you to select products based on food pairings, awards and many other characteristics that make your choice easier, even 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 at the same time. Because we want our clients to be happy with our service: products are stored in temperature controlled warehouses, shipping packaging is specifically designed to avoid physical and thermal shocks and transport doesn't take long, to preserve the wine's organoleptic qualities. Our Sommeliers are at your disposal to provide assistance and advice, you can contact them from contacts page. Buying on Vino.com is comfortable, fast, easy and safe!

What are the costs and how can I sign up?

You do not need to sign up to browse our catalogue. Signing up on our website is easy and free and it allows you to make your orders whenever you feel like it.
You only need to click on SIGN UP, at the top of the page, in order to register or click here and follow the procedure steps. You will receive an email at your selected email address, with a link you can click on to complete and confirm verification of your email address. We advise you to subscribe to our newsletter to always be up to date with our latest products and special offers that our sommeliers select for you everyday. Click here to sign up and try out our service with a welcome coupon!

How can I order a product?

All Vino.com products can be ordered on-line. Once you have signed up on the website (click here to sign up), you only need to select your product/s and follow the order procedure until checkout. This you can do easily and in a few clicks, from your computer or mobile.

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. All of our products are original, 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 to help you throughout all order phases or to directly make an order for you, click here to contact us.

What are the accepted payment methods?

You can pay using credit cards and prepaid cards from Visa, Mastercard, Maestro, Postepay, American Express, Discover (Diners Club International and Pulse), with a PayPal account, Apple Pay and bank transfer. Vino.com can offer cash on delivery as alternative payment method (cash upon delivery). In case of a bank transfer, bank details (IBAN), bank transfer amount and order number will be indicated upon order confirmation. Payment by bank transfer should be made within the established times and no longer than 2 days after 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.

Do prices include VAT?

Yes, all prices include VAT.

How much are shipping costs?

Generally, shipping costs are € 6,90 for shipping all over Italy, including islands, and are free for orders on or above € 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 are 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 can I do?

You can set a new password for the email address you used for registration: you only need to click on LOG IN and click on the link Forgot Password?, below the Password field or just click 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 delivery address. What can I do about it?

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

Can I cancel my order(s)?

You can cancel your order if this has not been processed yet, click here to contact our Customer Support Team. Once the order is cancelled, the entire amount will be refunded.

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?

Of course, you can add as many products as you like to your cart and make a single order.

What is the CVV code on a credit card?

A CVV code is a 3 digit number on the back of your credit card which identifies you as the card holder.

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

You will receive a confirmation email stating that your order has been received. You can also log in to your account by clicking on LOG IN and check all of your orders from your ACCOUNT.

How long does delivery take?

On average, delivery from Vino.com takes place within 48 working hours from order receipt. Approximate delivery times for each product and for the whole order, are specified on product page and cart summary. Orders are shipped by express couriers UPS or BRT. In some exceptional cases, supply times can cause variations in delivery times, e.g. when a product is out of stock. However, our Customer Support Team is available and informs the Client about any change.

Can I check the shipping status?

Yes, you can track the shipping status by logging in to your account on Vino.com, clicking on ORDERS and then on the one you wish to track. You will receive an email with tracking information, as soon as shipment is handed over to courier.

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

You can check the shipping status in order detail, by logging in to your Vino.com account. In case you need help, you can contact us 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 bottle I received is damaged, how can I return it and get a refund?

If you receive one or more damaged bottles at your address, please immediately contact our Customer Support Team by email or chat or by phone by clicking here. We could ask you to send us the bottle you want to return, along with an email with some pictures including a description of the damage (picture of damaged product, full picture of Vino.com packaging, picture of the shipping label, picture of courier delivery receipt). This is for us to check the problem in order to solve it as soon as possible. If the packaging and its contents are visibly damaged, you are requested to sign a copy of the courier delivery receipt and AGREE WITH RESERVATION, specifying the problem e.g. wet, broken or refurbished package etc.).

Wine tastes corked, what can I do?

This occurs when cork is attacked by a harmless mould of cork oak. This can become prevalent upon the organoleptic qualities of wine and be confused with specific wine characteristics, such as wooded or toasted aromas. If you feel one or more bottles of wine taste corked, you can contact us by clicking here. After this, you will need to return the bottles to Vino.com following the return procedure; bottles should be returned three-quarters full, with their original cork and in the original packaging by Vino.com, to avoid breaks during transportation. Our sommelier will check the reported flaw upon receiving the bottles and Vino.com will issue a refund after verification.

Can I receive an invoice?

Yes, you can choose to receive the receipt or invoice when you make your order. After payment, you will receive the document you selected via email, along with order confirmation. In case you do not receive it, you can request it by contacting our Customer Support clicking here. Invoice issue is mandatory for orders over 3.599,99 €. For this reason, you will be requested to enter Tax Code or VAT number.

I have seen an offer, which is now expired. Is it still possible to benefit from it?

Some special prices are time-limited or valid for a certain number of quantities. When this offer expires, the product will be available at the original price. Some offers will apply again in the future. We advise you to subscribe to our newsletter so you don't miss any possible discounts: click here to sign up.

I am a producer/supplier and would like to sell my wines or accessories, what can I do?

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

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

You only need to log in to your Account, select Communications and then "I don't wish to receive the newsletter", or click on the unsubscribe link you can find in every newsletter. You can always change newsletter reception frequency from your account. Once you have unsubscribed from our newsletter, your account will still be active and you can use the credentials you already have to access Vino.com to make orders or browse the catalogue.

How can I contact your Customer Support if I have other questions?

Our Customer Support service is free and available by email or phone by clicking here. There is also a live chat on the website, active when our Customer Support representatives are online.

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