SUPPORT AREA
Email: shop@vineriaaperta.com
FAQ - Frequently Asked Questions
PERSONAL AREA
How do I register on Vineria Aperta Shop?
Click on “Access” and then on “Don’t have an account yet? SIGN IN”. Create your account filling in the required fields: name, surname, e-mail, password and accepting the processing of personal data.
Once you’ve completed your registration, you’ll be able to save one or more shipping addresses directly in your personal area.
I forgot your password, what can I do?
Click on “Forgot your Password?”, you’ll receive an e-mail with a link to reset your password.
How can I change the address associated with my account?
In the “Account Details” section of your personal area, you can independently update your password, first name, last name, and email address.
I want to delete my account
You can cancel your account autonomously in your Personal Area. Or you can request its deletion at any time by directly contacting Vineria Aperta Shop to the email address shop@vineriaaperta.com
I don’t want to receive your e-mail anymore
You can click on “Click here if you wish not to receive e-mail anymore” directly at the bottom of any email you receive, or send us an unsubscribe request from our newsletter at shop@vineriaaperta.com
ORDERS
Can I cancel an order I placed?
It is possible to cancel an order you did by e-mail (shop@vineriaaperta.com) specifying the order number and the email address used to place the order.
Order cancellation is only possible if the order has not yet been processed (the customer will be informed of its processing through an update email).
If the order is canceled, the full amount will be refunded.
Can I change the order I did?
It is possible to ask for a modification of the order if it has not been elaborated yet by sending an email to shop@vineriaaperta.com. Indicating the desired changes, the order number and the email address with which it was made. In the case of modification of products subject to promotions, Vineria Aperta reserves the decision not to apply the same conditions if the order modification does not comply with the criteria of such promotion.
I wish to make a gift, how can I do it?
When you place your order, please specify in the notes that you want to give it as a gift and enter the name and address of the person who will receive the delivery as the recipient. Before confirming your purchase, you will have the opportunity to write a greeting card that will be printed and placed in the order. No reference to prices will be included in the packages.
Can I avail myself of the right of withdrawal?
The European consumer Customer has the right to withdraw from the Contract, without penalty, without justification and without costs, within 14 days of receiving the Goods with communication to be sent to him in written form by registered letter A/R or certified electronic mail (PEC) to be sent to the contact details referred to in point 1.3.
Users who do not meet these requirements do not enjoy the rights described in this section.
Price return:
Italy: €20 every 6 bottles
Rest of the world: €70 every 6 bottles
SHIPPING AND DELIVERY
How can I track my order?
You can track your order directly on your personal area, clicking on “My orders” and then on the order you wish to track. In addition, at the moment the courier takes charge of the shipment, we will send you an email with the information to follow your shipment. For further questions, you can write to us at shop@vineriaaperta.com
Can I change my order delivery address?
If the order has not been elaborated yet, we’ll label it correctly with the new address provided.
It is not possible to change or modify the delivery address if the order is in transit to the address previously indicated.
In the event of a request for a change of shipping address after the goods have left, the procedure will be regulated as follows: delivery to the original address will be attempted, the goods will then be delivered to the local warehouse, where the change of address can be recorded at an additional cost of € 50.00 per 6 bottles, fully paid by the customer (via a payment link to be paid by credit card which will be sent by email).
Can I make an order now and postpone the delivery date?
Absolutely yes, we ask customers to report their preference in the field “notes” in the section dedicated to entering the sender’s shipping address. The customer will be promptly contacted by email from Vineria Aperta to confirm the choice. Summer shipping: we always advise customers to ship wine when temperatures are cooler, so avoid the warmer months like July and August.
Delivery date modifies: to change the delivery date while the wine is already in transit, send us an email to shop@vineriaaperta.com
Where can I ship?
It is possible to ship in the following countries:
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France
Germany
Spain
Portugal
Belgium
Netherlands
Luxemburg
Ireland
Denmark
Sweden
Finland
Austria
Slovenia
Croatia
Greece
Cyprus
Malta
Poland
Czech Republic
Slovak Republic
Hungary
Bulgaria
Estonia
Letvia
Lithuania
Romania
Northern Ireland
Italy (all of it)
Hong Kong
USA All of the states including Hawaii, Alaska, Porto Rico, Utah, Alabama, Arkansas, Mississippi US Virgin Island
Canada ON THE FOLLOWING REGIONS ONLY
- Alberta
- British Columbia
- Manitoba
- Ontario
- Quebec
Switzerland
Norway
UK
South Korea
Macau
Japan
Singapore
Taiwan
Philippines
Australia
New Zealand
How long does it take to get the order delivered?
STANDARD
Italy: Deliveries to Italy are guaranteed in 3-5 business days. In smaller locations and Islands deliveries take place in 5-7 working days.
Europe: 5-7 working days
US: 15-20 working days
Rest of the world: 7-10 working days
EXPRESS
Italy: The deliveries in Italy are guaranteed in 1-3 working days. In smaller locations and Islands deliveries take place in 3-4 working days.
Europe: 3-5 working days
Usa: 7-10 working days – EXPRESS PLUS: 4-6 working days
Rest of the world: 3-5 working days
As soon as your order leaves our warehouse and is taken over by the courier, you will receive an email with the tracking link to follow every step of the shipment.
We recommend that you indicate an address where someone is always present, such as a concierge, office, or a store you trust.
NB: In the United States and Canada there must always be someone present for signature when receiving the package.
Can I pick up my order at the courier depot or a point stop?
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Are my bottles safe in transit?
Our orders are shipped in eco-friendly cellulose pulp packaging, tested and patented for optimal transport of wine and spirits.
We have chosen to completely eliminate plastic from our packages and use the minimum amount of paper, to ensure maximum bottle safety while minimizing our environmental impact.
In the event of damage to the goods, we will contact the delivery carrier and open a complaint.
Which couriers do you use?
Our shipping company that takes charge of orders is MailBoxes Fieramente srl and relies on external couriers for delivery.
The couriers used are the following:
Italy: Tnt, Brt, Ups
Europe: FedEx, Ups, Dhl, Tnt
US: FedEx, Ups, Dhl
Rest of the world: FedEx, Ups, Dhl, Tnt
What happens if the courier can't find me?
Usually the courier makes 2 attempts of delivery, if he did not find you because, for example, you were absent at the address indicated, he will review from the next working day.
For other reasons (e.g. incomplete or incorrect address) the stock will open: contact us immediately by email at shop@vineriaaperta.com providing us with the necessary instructions to return your order as soon as possible.
For US customers only:
Our courier makes one delivery attempt at the provided address. As these are alcohol shipments, an adult (21+) signature is strictly required by law upon delivery. If no one is available, the wine will be redirected to a nearby pickup point (holding point).
A physical door tag with pickup instructions will be left at your address; please note that this notice is the only document required for collection.
The package will be held there for 7 days free of charge. If not collected within 7 days, the shipment will be returned to our US warehouse, and an additional fee will be charged for reshipping.
Your wine is kept in temperature-controlled facilities at all times to preserve its integrity.
What should I do if my order ends up in storage?
The courier, before returning the goods to our warehouse, will keep the package at the fate branch pending instructions from us. Send us an email to shop@vineriaaperta.com to give us all of the necessary information to return your order to delivery as soon as possible.
What do I do if the courier has delivered a damaged or tampered package?
If you receive a damaged or tampered package, or in the case of a partial delivery, write the word “RESERVE” and specify the type of anomaly found (for example: damaged package) on the delivery document that the courier will have you sign.
Notify our customer service of any irregularities as soon as possible by sending an email to shop@vineriaaperta.com writing the details of your order, attaching photos of the damage or tampering with the package. It is essential that the shipping label is also legible in the package photo.
What should I do if the delivered packages do not correspond to what I actually ordered?
If you receive products that do not comply with the order placed, please report it to us immediately by sending an email to shop@vineriapaerta.com attaching photos of the bottles.
PAYMENTS
What payment methods are accepted?
Credit Card: MasterCard, Visa, American Express
How is my order refunded?
Your order refund will be paid in the same payment method used at the time of purchase.
How long does it take to get the refund on my credit card?
It takes 5 to 10 days to view the credit-back transaction on a statement, depending on the credit card operator in use.
Are there any additional costs beyond what I have already paid?
The countries below apply a variable percentage of duties on the value of the wine to the recipient, which will be communicated during customs clearance. Customs in each country will contact the customer informing them of the upcoming payment. Failure to pay these fees will result in delays in delivery and cancellation of delivery of the order.
Each country on the list applies different percentages, for further information on the percentages of the following countries, you can contact shop@vineriaaperta.com, which will provide you with the most up-to-date information.
List of countries subject to customs duties: Canada, United Kingdom, Norway, Switzerland, South Korea, Macau, Japan, Singapore, Taiwan, Philippines, Australia, New Zealand.
For the United States of America only, duties will be calculated at checkout directly from the Vineria Aperta Shop site. Customers who ship to the USA will not have to pay any extra on the goods.
Can I request an invoice?
You can only request an invoice for those residing in Italy by entering their tax code or VAT number in the appropriate field when entering their address (entry “billing address”).
You can request an invoice for your order by filling out the appropriate fields in the billing address during the purchase phase. Invoices are issued in the 24/48 hours following payment (or shipment in the case of markings).
How do I receive the invoice?
The electronic invoice is transmitted to the Exchange System (SDI) which, in addition to keeping track of it, allows it to be consulted at any time in its dedicated tax area of the Revenue Agency.
PRODUCTS
How do I verify the availability of a product on the website?
Availabilities are updated in real time. The quantities that can be purchased are those actually available in stock. If you can’t add more than one product number, it means it’s the maximum number we have available at that time. In case a reference is temporarily exhausted, through the option “Notify me when it arrives” you can enter your email to receive a notification as soon as it becomes available again.
Can I request a product that is currently unavailable or not available?
Of course, you can write an email to shop@vineriaaperta.com and request the product or vintage you are interested in, or directly within the product you can fill out a form requesting the vintage you are interested in that is not available for sale. You will be contacted as soon as possible.
How can I save a list of products to buy over time?
You can add a product to your favorites list by clicking on the heart icon below the product. You can consult the complete list at any time by clicking on the relevant section “wish list”. To remove a product from the list, simply click on the “x”.