Frequently Asked Questions

After completing your order on our website, you will immediately receive a summary of your order by email. If you haven't received it, please check your junk mail or contact us via the contact form.

If you have already confirmed your order and paid online and wish to modify or cancel it, please contact us via our contact form as soon as possible. If your package has still not been dispatched, we will take immediate action.

You have the possibility of receiving your invoice in PDF format upon request by email.

• Standard home delivery on the date of your choice (calendar working day).
• Express home delivery in 24h right to your door.
• Pickup point delivery (in France).

For rates and conditions, visit our Terms of Delivery page, where you'll find all the information you need.

When you choose Pickup point delivery when placing your order (in France only), you must first confirm and pay for your order before a button appears on the confirmation page allowing you to view the Pickup points around your address. You can then select and confirm the Pickup point that suits you best.

Don't hesitate to contact us via our contact form.

If you are absent, the parcel is usually delivered to the nearest pickup point. You will be informed of this by a delivery notice at your address, and will receive an email and/or SMS with the contact details of the pickup point concerned. You can then collect your parcel on the same day, at your convenience.

Our packaging is specifically designed for transporting wine. The breakage rate is generally very low (less than 1% of shipments). If you nevertheless find the delivery unsatisfactory, refuse the entire delivery and record your reservations precisely on the delivery note, explaining your refusal. Contact then our customer service within 24 hours via our contact form, specifying your order number and the nature of the dispute. We will take all necessary steps to resolve the problem as quickly as possible.

Our logistics service provider takes great care to ensure that your exact order is delivered on time. Nevertheless, in the event of an error, please contact our customer service immediately via our contact form. We'll make the necessary checks together and resolve the problem as quickly as possible.

A shipment confirmation email is sent to you the same day your order is shipped. This email contains a link with a tracking number to follow your delivery on the website of the carrier in charge of your order. If you haven't received it, please check your junk mail or contact us via the contact form.

The item delivered to you is not what you ordered? You have changed your mind and would like to return an item? All you have to do is contact our customer service, who will tell you how to return the item, within 14 days of delivery of your order. In all cases, you must inform our customer service of your decision before returning the goods via our contact form or by email: info@altcellars.com.

You have a period of fourteen days from delivery of the order to return the unwanted item(s) to us in their original packaging, for reimbursement, without penalty, except for the return costs which remain at your expense.

You will be fully refunded upon receipt and verification of your returned items. Return shipping costs remain at your expense. We will send you an e-mail informing you that your refund has been processed. We will proceed with the refund using the same method of payment as that used for the original order. For credit card refunds, please note that interbank delays may delay the actual credit to your account by a few days.

ALTCELLARS uses secure payment platforms that comply with PCI-DSS standards, the safest and most widely used encryption protocol available today. Your bank details are directly encrypted and routed to our payment platforms without passing through our site. ALTCELLARS does not therefore store any banking information. For more information, please visit our Secure Payments page.

You can pay for your order by CB, Visa, Mastercard, American Express, Apple Pay, Shop Pay and PayPal.

Yes, the data you enter when registering or ordering on our site is secure and kept strictly confidential. This data is required to process your order and, more generally, to manage the commercial relationship between you and us. In all cases, you have the right to access, modify and delete your personal data. For more information, please refer to our Privacy Policy.

Make your personal selection of bottles or cases. Then, when confirming your details, enter the recipient's address and the personal message you wish to send (add an order note on the Cart page). The invoice for your order is never included in the parcel.

A shipment confirmation email is sent to you the same day your order is shipped. This email contains a link with a tracking number to follow your delivery on the website of the carrier in charge of your order. You can, of course, share this link with the gift recipient.