FAQ

Products and Orders

Can I combine different wines in my order?
Absolutely! Most of our products can be ordered individually.

How do I know if my order has been confirmed?
After completing your purchase on our website, you'll immediately receive an email confirmation with a summary of your order.

Can I change or cancel an order?
If you’ve already placed and paid for your order but wish to modify or cancel it, please contact us as soon as possible through our contact form. We’ll do our best to accommodate your request promptly.

Where can I find my order invoice?
You can download your invoice directly from your customer account.

Security and Payments

Is my online payment secure?
Vinaura uses a secure payment system compliant with SSL standards, the most advanced and reliable encryption protocol. Your banking details are encrypted and transmitted directly to our payment platform, Lyra, and are never stored by Vinaura.

Which payment methods do you accept?

  • Credit Card (Visa, Mastercard, American Express, CB)
  • Cheque (please mail it with the order number indicated on the back)
  • Apple Pay

Available payment methods may vary according to your billing country.

Can I pay by cheque?
Yes, simply mail your cheque, indicating your order number on the back. Your order will be dispatched after the payment has been received.

Shipping and Tracking

What are the available shipping methods?

  • Express delivery within 24 hours
  • Delivery on a chosen date (any working day, including Saturdays)
  • Delivery to your doorstep/floor
  • Standard delivery (more economical)
  • Pickup point delivery
  • Cash on delivery

Can I receive delivery on Saturdays?
Yes, if you're unavailable during the week, you can select Saturday delivery when placing your order.

What should I do if my delivery is delayed?
Please contact us through our customer support form.

What happens if I’m not available at the time of delivery?
If you're not available at delivery, your parcel will be left at the nearest pickup point. You will receive a notification via SMS or email with details for collection, available the same day from 3:00 PM.

What is delivery with a PIN or security code?
For some shipments delivered by Chronopost or other carriers, you may be required to provide a security code received via SMS or email to collect your package. If activated, this option will be indicated in your shipping confirmation email.

Is there a risk of damage during transport?
Our packaging is specially designed for wine shipment, ensuring a breakage rate of less than 0.5%. However, if your package appears damaged, we advise you to refuse the entire shipment and clearly state the reason on the delivery document. Then, contact our customer service within 48 hours.

What should I do if my order has incorrect or missing products?
Our logistics team takes the utmost care in preparing orders correctly. However, if you notice an error, please contact customer service immediately through our contact form. We'll resolve the issue as quickly as possible.

How can I check if my order has been shipped?
You'll receive a shipping confirmation email as soon as your order is handed over to the carrier.

Gifts

How can I send a gift?
Simply select the products you'd like, and at checkout, enter the recipient's address and a personalised message. The invoice will not be included in the package.

How can I know if my gift has been delivered?
You can track the delivery status directly from your customer account.