FAQ - Frecuent Answers and Questions

Here you will find answers to frequently asked questions, if you still have any questions please contact us and we will be happy to help you:

Can not remember my password and can not buy?

If you do not remember your password to access our store, click on the following link Recover Password and we will send you an email so you can change it. If the problem persists, get in touch with us and we will help you solve it.

How can I modify my personal data (email, addresses, telephone ...)?

If, to modify any of your personal data you must access your account Access to my account and from there you can do it without problems. If you have any problems, get in touch with us and we will help you solve it.

Can you place an order from the Canary Islands, Ceuta or Melilla?

Of course, we ship throughout the national territory, but also Europe including the following countries: United Kingdom, France, Germany, Austria, Holland, Portugal, Denmark, Italy, Norway ... we could go on, but it is easier in reverse, if you want us to send you wine, get in touch, if possible we will do it!

What shipping costs does my order have to the Canary Islands?

The prices of the products and the shipping costs to the Canary Islands are the same as for the rest of the Spanish peninsula, that is flat rate of € 7.5 and the rest of customs and taxes are included in the price. All the procedures are done through Click Canarias, which handles all the documentation.

If you want to place an order or shipment to the Canary Islands, you only have to complete your data in the purchase process and finalize the order. If you have any questions, get in touch with us and we will help you solve it.

You will receive an email confirming your order and we will immediately prepare you. When your order leaves on the way to your home you will receive a confirmation email and you will have instructions to track your order.

How can I track my orders?

The integration of our information systems with those of the transport companies with which we work allows us to advance to any type of incident that may affect the delivery of an order and manage them as efficiently as possible with the collaboration of our co-responsible.

What happens if a bottle breaks? Are the shipments safe?

Vinopremier send all your orders in a recyclable cardboard packaging specially designed to protect the bottles during transport and minimize the possibility of breakage.

However, glass bottles are fragile and sometimes break. All our shipments are guaranteed and have an insurance against loss or breakage for 100% of their value, so we guarantee the perfect delivery of the purchased product. In case of breakage the order will be refilled at no cost to the customer.

Likewise, we offer the possibility of returning or replacing part or all of your order in the event that the wine received is not in condition or simply does not meet your expectations.

Can I return an order?

Of course yes! If the wine you have ordered has a problem (cork or damaged labels, for example), you must contact us to inform us as soon as possible and within 15 days of receiving the order, once the problem is confirmed, we will replace it the products "defective" by others equal or if you prefer it for another product of the same amount. The defective bottle will be collected by our transport company, at no cost to you, but you must prepare the package in the box in which you received it to avoid incidents during transport, and indicate the address of our warehouse and the order number to the which corresponds to the product concerned:

C/ Francisco Silvela 25
28028 Madrid (España)

If the reason for the return is simply that the wine is not to your liking and you want to return the rest of the bottles, you must send it to the same address indicated above, within a maximum period of 15 days and take charge of the transportation costs. Once we receive the order and verify that everything is correct, we will proceed to return the total amount of the order, discounting the cost of shipping costs from our warehouse to the address indicated.

How long will it take to receive my order?

The usual term is from 24 to 72h. working days from Monday to Friday for the peninsula. For shipments to the Balearic Islands the period is 3 to 5 working days. For shipments to the Canary Islands, Ceuta and Melilla the term is 7 to 10 working days. All these periods are approximate and may be altered by unusual situations, such as stock problems or problems with transportation, in case the deadlines were not the usual, we would contact you to indicate the approximate date of delivery.

I want a wine that I can not find on your website?

We have more than 7500 references on our website, make sure that the name of the wine you are looking for is correct and if you still can not find it, get in touch with us and we will try to find it for you and offer you the best price.

Are there discounts for professionals in the sector?

If we have special rates for professionals and make custom budgets from a certain volume. If you are a restaurant professional or have a specialized shop for wines or gourmet products , contact us by writing an email to [email protected], indicating the wines and the number of bottles you wish to purchase and The delivery address and we will offer you our best price.