FAQ

Products & Orders

Can I combine different wines in one order?
Absolutely! Most of our wines are available for purchase by the bottle.

How do I know if my order has been confirmed?
Once you complete the checkout process on our website, you will immediately receive an email confirmation with a summary of your order.

Can I modify or cancel an order?
If you've already confirmed and paid for your order but wish to modify or cancel it, please contact us as soon as possible using our contact form. We'll do our best to assist you promptly.

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

Security & 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 provider, Lyra, and are never stored by Vinaura.

Which payment methods do you accept?

  • Credit Card (Visa, Mastercard, American Express, CB)

  • Check (send by mail with the order number on the back)

  • Apple Pay

Available payment methods may vary depending on your billing country.

Can I pay by check?
Yes. Simply mail your check with your order number written on the back. Your order will be shipped after the payment is received.

Shipping & Tracking

What are the available shipping methods?

  • Express delivery within 24 hours

  • Scheduled delivery (any business day, including Saturdays)

  • Floor delivery

  • Standard delivery (more economical)

  • Pickup point delivery

  • Cash on delivery

Can I receive a Saturday delivery?
Yes. If you’re unavailable during the week, you can select Saturday delivery at checkout.

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

What happens if I'm not home during delivery?
If you're not present at the time of delivery, the package will be left at the nearest pickup point. You'll receive an SMS or email with pickup instructions, and it will be available the same day from 3:00 PM.

What is delivery with a PIN or security code?
For certain deliveries (e.g., Chronopost), you may be asked to provide a security code received via SMS or email to retrieve your package. If this applies to your shipment, it will be indicated in your shipping confirmation email.

Is there a risk of damage during shipping?
Our packaging is specifically designed for shipping wine, with a breakage rate of less than 0.5%. However, if your package is visibly damaged, we recommend refusing the entire delivery and noting the reason on the delivery slip. Then, contact our customer service within 48 hours.

What should I do if there’s an error or missing items in my order?
Our logistics team takes great care in preparing every order. However, if you notice a mistake, please contact our customer service immediately via the contact form. We will resolve the issue as quickly as possible.

How will I know when my order has shipped?
You’ll receive a shipping confirmation email as soon as your order has been handed over to the carrier.

Gifts

How can I send a gift?
Select the products you wish to send and enter the recipient’s address and a personalized message at checkout. 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.