Frequently Asked Questions

After the final step of validating your order on our website, you will immediately receive an order confirmation email. If you have not received it, check your spam folder or contact us via the contact form.

If you have already fully validated your order and payment online and wish to modify or cancel it, feel free to contact us via our contact form as quickly as possible. If your parcel has not yet been shipped, we will take care of it immediately. You can also cancel it self-service in your customer account.

You can request to receive your invoice in PDF format by email upon simple request.

• Standard delivery on the date of your choice (business days).
• Express delivery within 24h (in France).
• Standard delivery with Pickup Point option, to be selected on the carrier’s website (in France).

To check pricing and conditions, visit our Delivery Conditions page, where you will find all necessary information.

Feel free 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 by a delivery notice and receive the pickup point details by email and/or SMS. You can then collect your parcel at your convenience.

Our packaging is specifically designed for wine transport. The breakage rate is very low (less than 1% of shipments). If the package appears damaged, refuse the entire delivery and clearly note your reservations on the delivery slip explaining the refusal. Then contact our customer service within 24 hours via our contact form, including your order number and issue details. We will take all necessary steps to resolve the problem as quickly as possible.

Our logistics team carefully ensures order accuracy. However, in case of an error, contact our customer service immediately via our contact form. We will carry out the necessary checks and resolve the issue as quickly as possible.

An order shipping confirmation email is sent on the day your order leaves the warehouse. This email contains a tracking link and number to track your shipment on the carrier’s website. If you have not received it, check your spam folder or contact us via the contact form.

The item delivered does not match your order? You have changed your mind and wish to return an item? Please contact customer service, who will inform you of the return procedure within 14 days of delivery. In all cases, you must inform us before returning the goods via our contact form or by email: info@altcellars.com. You may also request a return within 14 days of delivery via the self-service returns portal in your customer account.

You have a period of fourteen calendar days from delivery to return unwanted item(s) in their original packaging for a refund, without penalty, except for return shipping costs which remain your responsibility.

You will be fully refunded upon receipt and inspection of the returned items. Return shipping costs remain your responsibility. We will send you an email informing you that your refund has been processed. We will issue the refund using the same payment method used for the original order. For card refunds, bank processing times may delay the credit by a few days.

ALTCELLARS uses secure payment platforms compliant with PCI-DSS standards, the most widely used and secure encryption protocol. Your banking details are encrypted and routed directly to our payment providers without passing through our website. ALTCELLARS does not store any banking information. For more details, visit our Secure Payments page.

You can pay by credit card: 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 strictly confidential. This data is necessary for order processing and overall commercial relationship management between you and us. You have the right to access, modify, and delete your personal data. For more information, please refer to our Privacy Policy.

Select your bottles or gift sets. Then, when validating your details, you will enter the recipient’s address and the personal message you wish to include (add a note in the cart page). Your invoice is never included in the parcel.

A shipping confirmation email is sent on the day your order leaves the warehouse. This email contains a tracking link and number that allows you to track the delivery. You may also share this link with the gift recipient.