Help - Frequently Asked Questions
What does transport include?
The rates shown on this page include, apart from the transport and delivery of the ordered products, their packaging in boxes that have been especially designed for bottle transportation, insurance against loss and breakage,
Do you offer free delivery on orders over a specific value or number of bottles?
Yes. Free or discounted delivery is available on purchases whose total cost is over a certain amount (regardless of the number of bottles ordered). For more details, check our table with information and delivery charges.
Remember, however, that this offer is only applicable for orders made via our website (it does not apply to orders made by email or phone). Nor is it applicable in combination with certain other promotions we offer, especially with those which cover most of the products on our website. If you have any doubts, using our table of delivery information and charges you can check whether the offer on delivery charges is applicable or not, and what is the minimum purchase necessary.
How long will my order take to arrive?
Delivery times vary depending on the destination, availability of your chosen products, and the day and time you place your order. In general, delivery times are between 24-48 hours for orders placed before 13.00 on products currently in stock and subject to confirmation of payment.
Our website gives details of the number of bottles or units currently in stock of each of our products as well as an estimated time to obtain any more units needed to complete your order. Your shopping basket will also display estimated delivery times for your order depending on products requested and your address. Once your order has been dispatched from our warehouse, you will receive a notification via email. A second email will be sent later with details to follow the progress of the delivery on the courier’s website.
What if a bottle breaks on its way to my home?
If a bottle should break during transport, Vinibuoni will make all the necessary arrangements to recover all the items you have ordered and resend your entire order.
If you detect any sign of wetness on the packaging or suspect that any of the bottles may have broken, do not accept delivery and contact us so that we can investigate the incident.
Can I ask for them to come at a particular time or to notify me of their arrival time?
Not normally. The terms of our agreement are for a standard, economy-type service (non-urgent), with delivery during the day, from Monday to Friday, and without any prior notice given.
Vinibuoni will send you a message as soon as your order leaves our warehouse and, a few hours later, we will provide you with the necessary information for tracking the consignment and for establishing the expected delivery date.
What if I am not at home when the carrier arrives?
In this instance, the carrier would leave a note with a telephone number so that you could ring to arrange, if possible, another delivery attempt, or organize collection from their warehouse.
It is important to bear in mind that the number of delivery attempts depends upon the agency contracted in each country and can vary from one area to another; for some destinations, they may only try once.
Do I have to pay the courier?
Delivery costs are usually included in the total price of your order. However, if you have chosen the ‘cash on delivery’ option, you will have to pay the courier the full cost of your order. For all other payment methods, you do not have to pay the courier.
Can I ask you to send me the bottles in their original wooden box?
As a general rule, it is not possible to send the bottles in their original boxes due to the packaging not being approved for standard transportation and you would be unable to make a claim in the case of a breakage; only consignments in accredited packaging, such as our reinforced cardboard boxes, are covered by transport insurance.
It is only possible to send the original packaging when using the transportation by pallet method. Even so, please contact our Customer Service beforehand to ensure that the packaging you want is available.
Orders and refunds
Can I return a bottle?
In accordance with GEO 130/2000 on consumer protection in concluding and executing distance contracts, the Consumer has the right to notify the Seller in writing that he renounces the purchase, without penalties and without invoking a reason, within 10 working days of receiving the product. If the Buyer renounces the purchase according to the above clause, it is mandatory to return the product exactly in the condition in which it was delivered, ie in the original, unused packaging. If these conditions are not met, the Buyer has no right to request a refund. The return of the product will be made to the headquarters of Vinibuoni trading SRL, at the exclusive expense of the Buyer. The refund of the price to the Buyer will not be made before the receipt of the product and the confirmation issued by Vinibuoni trading SRL as it is in the original, unused packaging. Reimbursement of amounts will be made no later than 30 days from the date of written notification of S.C. VINIMONDO IMPORT SRL. If the returned product is damaged and cannot be sold as a new product, we reserve the right to refuse receipt of the product.
How can I find out about the progress and status of my order?
To check on the progress and status of your order, you just need to log into My account, with your user email address and password as usual, and view the My orders section.
The main stages for orders are:
- AWAITING PAYMENT: if you have chosen the transfer payment method and we are waiting confirmation that the money has been received
- AWAITING PROCESSING: your order will be processed shortly; normally orders are processed during the 24-48 hours after being received, on working days only, or on receipt of payment when the transfer payment method is used
- BEING PROCESSED: your order is being packed in the warehouse and will leave our premises that same day
- AWAITING DISPATCH: your order is packaged and ready for collection by the carrier that same day
- DISPATCHED: your order has already left our warehouse and is in transit to its destination; a few hours after its dispatch, the customer will receive by email the necessary information for tracking it straight from the carrier's website
- DELIVERED: the bottles have now been delivered to their recipient
Similarly, if due to circumstances you need your order to arrive on a certain date, we kindly recommend that you let us know as soon as possible to ensure that, making every effort to do so, the deadline can be met or else so that we arrange a possible alternative with you.
Which payment methods can I use?
Orders can be paid for by card (VISA, Mastercard or American Express), by bank transfer, or cash on delivery (this method carries a supplementary charge of 5%, with a minimum amount depending on the destination).
I have forgotten my password and can't make a purchase.
Use the link "I forgot my password" and we will send you an email with a new password. Please note that our system differentiates between upper and lower cases, both for the email address and for the password code; if you used an upper case letter in your email address when making your first purchase, you must enter it again exactly the same as before.
How can I alter my personal details?
To alter your email address, your password, the usual delivery addresses, the language in which you receive our communications, your credit cards or billing details, you just need to view the appropriate entry within the My account section which you will find at the top of all our web pages.
I am looking for a wine but I cannot find it on your web pages.
If the wine is available on our website, you would find it by checking through the different categories, or else by using the search facility. If you use the search facility, make sure that all the words are written correctly or try using only part of the name, wine or winery. If the wine you are looking for is not included in our catalogue, please contact our Customer Service and we will try to get it for you.
Do I have to be a member of Club Vinibuoni to buy?
No. If you want to buy from Vinibuoni, you don't have to be a member of the Club. You just have to choose the wines you would like us to send you, add them to the shopping cart and complete the purchasing process. Club membership is totally separate from any purchases made via the website.