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Customer care:

  • 393 / 0488672
  • 0373 / 1973623

FAQ

1 -      DELIVERIES

WHAT SHOULD I DO AT THE MOMENT OF DELIVERY?

You should verify that the number and the type of parcels correspond to your order and that parcels have not been opened, tampered or clearly ruined. If they are all right, just sign the receipt and collect goods. If you receive clearly damaged packages please accept good ones only and reject damaged ones and we will take care of taking back them, replacing them and sending to you. If any of the damaged products is out of stock we will contact you to offer substitute wines or we will refund the amount you have paid.

WHAT HAPPENS IF NOBODY IS AT HOME?

If nobody is at home upon delivery, the courier leaves a notice and you can contact directly him and arrange a new delivery, otherwise the courier will try again at the same address the following day. If also second delivery fails we will contact you to arrange order collection.

HOW CAN I FACILITATE DELIVERY IF I AM NEVER HOME?

Delivery takes place in working days from 9:00 am to 6:00 pm. To simplify delivery it is better you provide an address where someone is always present, such as an office or a shop.

THE PACKAGE CAN BE DELIVERED TO A THIRD PERSON, DIFFERENT FROM THE ONE WHO PLACED THE ORDER?

Sure. He/She must show a valid ID and sign the receipt.

WHAT SHOULD I DO IF I RECEIVE A DAMAGED PACKAGE?

If you receive clearly damaged packages please accept good ones only and reject damaged ones and we will take care of taking back them, replacing them and sending to you. If any of the damaged products is out of stock we will contact you to offer substitute wines or we will refund the amount you have paid.

WHAT SHOULD I DO IF DELIVERED PRODUCTS ARE DIFFERENT FROM THE ONES I ORDERED?

Contact us

 

2 -      INVOICES

HOW CAN I REQUEST THE INVOICE?

We usually we issue an invoice for each order; if you need the invoice please ask for it by E-mail as if you forget requesting it upon ordering you won’t unfortunately be able to get it later.

WHEN PLACING THE ORDER I DIDN’T FILL IN INVOICING INFORMATION; CAN I DO IT NOW?

Unfortunately it is not possible if you have already processed your order.

WHAT SHOULD I DO TO RECEIVE MY INVOICE?

If you asked for the invoice when placing the order we will send it to you automatically by E-mail.

 
3 -      ORDERS

SHOULD I NECESSARILY BE REGISTERED TO PLACE AN ORDER?

No, it is not strictly necessary: registration is optional; you can select the products you’re interested, insert in your cart and then go to the check-out. You will be asked invoicing and shipping information.

WHICH ADVANTAGES IN REGISTERING WITH WINE IS TERROIR AND/OR NEWSLETTER ENROLLMENT?

Registration to the website permits you to obtain promotional advantages depending on different campaigns reserved to members and to trace your orders, to take part in forum, to let your comments on our wines, etc.

Registration to newsletter gives you the opportunity to be informed about latest news and wine-tasting.

HOW MUST THE USER ID AND PASSWORD BE, IN ORDER TO REGISTER WITH WINE IS TERROIR?

User ID is your E-mail address; password is at your choice, the only restriction: it must at least be 6 letters.

WHY SHOULD I REGISTER WITH WINE IS TERROIR? ANY ADVANTAGES?

Registering is free and advantageous. If you register you will:

  • save time upon every new purchase because you      don’t need to insert again your shipping and invoicing information;
  • easily recall all your orders;
  • receive, if you wish to, our newsletters with      news and promotions;
  • enjoy any other service available in the future      and take part in initiatives reserved to members

CAN I CANCEL AN ORDER?

You can cancel any order without any trouble before shipment; To ask for the cancellation contact us as soon as you can, indicating the order number, your name and your phone number. If your request arrives when the order has already been processed the cancellation cannot be applied but you can anyway avail yourself of the right of withdrawal.

CAN I AVAIL MYSELF OF THE RIGHT OF WITHDRAWAL?

Of course: Every item sold by Wist S.r.l. is protected by D.Lgs. 206/2005 e D.Lgs. 21/2014, that assures you the right to return an object.

To claim this right you should comply with the following rules:

  • The product must be intact, better if in the original package: the right of withdrawal does not cover damaged or altered      items.
  • The right to return an product is for individuals only: retailers are therefore excluded.

To claim your right you should:

write us within 14 days from the delivery date, indicating:

  • Invoice number  
  • Order number
  • Order date
  • Customer name
  • Address
  • The description of the product you want to return, included its code
  • your bank account data        (IBAN) that we will use to refund returned items.
  • Telephone number or address

Then we will send you an e-mail confirmation and we will plan with you the restitution mode, that must occur within 14 days, starting from the date of your communication. We will refund you the amount within that deadline.

We will send a carrier in the place that you indicated us to take back the goods. The products must be in original packages or in the same ones, in order to be adequate to the shipment.
The goods that you want to return, must be sent to the following address:
 
WIST S.r.l.
Via delle Industrie 11
26014 – Romanengo (CR)

Shipping costs will be at expense of the customer who requires the right of withdrawal. In general, are valid the rules by law for distance contracts. Each eventual disagreement is exposed to the Italian legislation.


4 -      PAYMENTS

HOW CAN I PAY ON WINE IS TERROIR?

All payments are absolutely secure in Wist. You can choose different payment methods:

  • Credit/pre-paid cards: for your security we decided to use Paypal (Pro version). The transaction takes place directly on PayPal website. All Visa and Mastercard credit cards are accepted.
  • Bank trasfer in advance: the payment must be done within 10 days from the order date, otherwise the order will be cancelled. The bank transfer must be payable to:

Wist Srl
  Via delle Industrie 11, 26014 Romamengo (CR)
  Banca: Intesa San Paolo
  IBAN: IT93W0306956840100000015342
  Reason: order number, order date, your name and surname

 
   

ARE CREDIT CARD PAYMENTS ON WIST 100% SECURE?

Of course they are.

For your absolute security we decided to use PAYPAL (Pro version). PAYPAL adheres to international standard PCI-DSS (Payment Card Industry Data Security Standards) and avails itself of a sophisticated technology against computer crimes. With PAYPAL buyers pay without giving their financial data to the seller. Furthermore PAYPAL adopts automatic cryptography for reserved data which are sent from users personal computer to PAYPAL servers and ops for one of the most worldwide efficient online risk management systems. Transaction takes place directly on monetary intermediary website.

IS THERE ANY EXTRA FEE IF I PAY WITH CREDIT CARD?

No

I HAVE PLACED AN ORDER BUT THE CREDIT CARD TRANSACTION HAS FAILED. WHY? WHAT SHOULD I DO IN ORDER TO COMPLETE THE PURCHASE?

Contact your bank first. To pay for your order you can use PayPal or a bank transaction. For any doubt, please, contact us.

WHEN WILL BE THE CREDIT CARD TRANSACTION CHARGED ON MY BANK ACCOUNT?

Usually at the end of the current month but it may vary according to your bank conditions.

 

IS THE RECEIPT OF THE BANK TRANSACTION NEEDED TO COMPLETE AN ORDER?

No, it is not needed as we will check our bank account and send you a confirmation E-mail when order is shipped.

HOW LONG DOES IT TAKE TO A BANK TRANSFER TO BE RECEIVED BY WINE IS TERROIR?

Usually it takes 3-5 working days. As soon as we receive the payment we will dispatch the order and send you a confirmation e-mail.

5 -      PRODUCTS

ARE ALL WINE-IS-TERROIR.COM PRODUCTS ALWAYS AVAILABLE?

Every single product for sale in wine-is-terroir.com is usually available in store, nevertheless the real availability of an item is indicative because more than one costumer can purchase the same wine in the same moment. In case of unavailability of the purchased item you will be suggested to modify your order or you can nullify the purchase.

IS THERE A MAXIMUM NUMBER OF BOTTLES OF THE SAME WINE THAT I CAN BUY?

No, there is no limit. If you order more bottles than we have in stock, the shipping will be delayed to wait for the re-supply, in this case we will let you know about the delay. If refurnish is not possible, this can occur with some rare wines, we will contact you to modify or eventually cancel your order.

I’M INTERESTED IN A PARTICULAR WINE, BUT I WOULD ALSO LIKE TO FIND SIMILAR ONES; HOW CAN I DO?

At first you should find the wine you are interested in, then open its detailed data sheet and you’ll find similar wines at the bottom and wines that other customers have bought with the wine in point. Otherwise, if you know the wine features you are looking for, simply use filters to find wines that match your taste.

HOW LAST A PROMOTION?

Promotions have sometimes a defined duration which is written in the website home page; other ones last until sale of all stock.

 I GOT A WINE WITH CORK TAINT, WHAT CAN I DO?

If wine is with cork taint keep the cork and the bottle (better with wine inside) and then contact us.

6 -      SHIPPING

HOW DOES WINE IS TERROIR MANAGE SHIPMENTS AND DELIVERIES?

All our shipments and deliveries are handled by absolutely reliable couriers such as DHL, SDA and GLS.

HOW LONG IT TAKES TO DELIVER MY ORDER?

Your order will be delivered in 2-3 working days if you live in Italy and in 5-12 days if you live in any other European country. We will send you a notification by E-mail once your order has been shipped.

IS SHIPMENT BY EXPRESS COURIER SAFE FOR WINE BOTTLES?

Of course. All our shipments are with absolutely safe packaging (www.vigoroso.it), specific for wine deliveries and they have insurance against breakage, theft and losses.

HOW MUCH IS THE SHIPPING COST WITH WINE IS TERROIR?

Shipping costs vary depending on number of bottles and on destination; you can find detailed shipping costs in the page “Shipping & Delivery”.

DO YOU SHIP ABROAD?

Sure. At present we ship to all countries indicated in shipping page; if you need to know costs and delivery time for other foreign countries you can contact us.

CAN I PLACE AN ORDER IF MY COUNTRY IS NOT LISTED IN THE “SHIPPING & DELIVERY” PAGE?

To know costs and details about other international shipping contact us.

 

PRIVACY

We commit ourselves to protect the privacy of everybody using our site, and we regard as extremely confidential the personal information supplied.

The information received are used only to improve and customize the service offered. Personal data will be used only if we will be authorized to do this, and, in such case, only in accordance with Legislative Decree 196/03 and with the guarantee of extreme care and secrecy in handling them.

When opening an account in wine-is-terroir.com, you will required to approve the clauses.

 

Which are the personal data collected by wine-is-terroir?

  • information supplied by customers: all data input by the users of the web site or supplied in another way, are collected and archived. Data will be used to communicate with users, customize purchases and improve offer and service.
  • information collected automatically: some information are received when users interact with our website, thanks to the so called "cookies", alphanumeric indicators that can supply some data used to customize your next accesses to wine-is-terroir.com.
  • E-mail communications
  • Information from other sources: to improve and to customize services, we can receive data and information about users from other sources and add them to our archives.

What are Cookies?

Cookies are alphanumeric indicators that are recorded via web browser on the hard disk of your computer, to make it recognizable at the next access. To proceed with an order in wine-is-terroir.com cookies must be enabled.

It’s possible to share the data received by wine-is-terroir.com?

Data about our customers are a relevant part of our company patrimony so to sale them to third parts is excluded.

Which information can be accessed?

Wine-is-terroir.com allows the display and the update of account data only to the holder of the same.

INFORMATION IN ACCORDANCE WITH LAW N. 196/03

Wine-is-terroir.com , in accordance with art.13 D.Lgs. 196/03 , declares that data are collected with the aim of registering users and will be handled electronically in accordance with the laws in force. Giving data is compulsory as aimed to allow access to Wine is terroir services through web site www.wine-is-terroir.com.
Refusing to answer will result in a cancellation of the service. Anyone concerned enjoys of the rights of art. 7 Lgs. Decree 196/03.


Holder and responsible of collected data is:

WIST Srl

Via delle Industrie 11

26014 Romanengo (CR)

P.IVA: 01593640194


PayPal

Wist Srl | P.Iva: 01593640194 | CR-185575 | capitale sociale 10.000€ Credits

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