Frequently Asked Questions - Avenue Terroir
01 - How can I contact you?
In “Contact” you will find all the possibilities for contacting us.
02 - Is my online payment secure?
We give you the choice of using Shopify Payments or Paypal which are two secure payment systems with SSL standards, the safest and most widespread encryption protocol currently. Your bank details are directly encrypted and routed between them and your bank without going through our site. We therefore do not store any banking information on our site.
03 - How do I pay for my order?
- By Visa, Mastercard and American Express bank card,
- By PayPal.
These choices are offered to you when validating your order based on the payment methods valid for your billing country.
04 - What are the delivery times?
Delivery times are generally 3 to 5 working days.
05 - What are the different delivery methods?
Standard delivery to your home.
Delivery prices in Metropolitan France are generally displayed on the product sheet and on the order before payment.
06 - What to do in the event of a delivery delay?
Do not hesitate to contact us via our form on the contact us tab, our team is at your disposal from Monday to Friday from 9:30 a.m. to 6:00 p.m.
07 - What happens if you are absent during delivery?
In the event of absence, the package is generally delivered to the Post Office or to the nearest Parcel Relay depending on the carrier. This generally informs you by a notice at your home and sends you by SMS or e-mail the contact details where your package is available.
Check that the delivery details are precise and accurate, if possible, indicate the telephone number(s) where you can be reached.
08 - What happens in the event of breakage during delivery?
Our packaging is designed specifically for the transport of wine. We have a very low breakage rate (less than 0.5% of shipments). If the aspect of the delivery nevertheless does not seem suitable to you, refuse the entire order and have specific reservations notified on the transport slip explaining the refusal.
Attention: All reservations such as “subject to unpacking” are automatically void.
Then contact our customer service within 48 hours via our contact form specifying your order number and the nature of the dispute. We will take all necessary steps to reship your package to you at our expense as quickly as possible.
09 - What happens if something is missing or there is an error on my order?
Our logistics department carefully monitors compliance with your order. However, if we notice an error with you, contact our customer service immediately via our contact form. We will get back to you within 24 hours and will do what is necessary to correct this error as soon as possible.
10 - How do I know if my order has been taken into account?
After the last step of validating your order on our site, you will immediately receive a summary of your order form by email.
11 - How do I know if my order has been shipped?
An email confirming the processing of your order by our shipping department will be sent to you the same day your order is shipped with the tracking number.
12 - How can I modify or cancel my order?
If you have already fully validated your order and payment online and wish to modify or cancel it, do not hesitate to contact us via our contact form as quickly as possible. We will do what is necessary as soon as possible.