Frequently Asked Questions - Avenue Terroir
01 - How can I contact you?
You will find in "Contact" all the possibilities to contact us.
02 - Is my online payment secure?
We leave you the choice of using Shopify Payments or Paypal which are two secure payment systems with SSL standards, the most secure and 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 credit card,
- For Paypal.
These choices are offered to you during the validation of your order according to the payment methods valid for your country of invoicing.
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.
The delivery prices in Metropolitan France are generally displayed on the product sheet and on the order before payment.
06 - What to do in case of late delivery?
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 in case of absence during delivery?
In case of absence, the parcel is generally delivered to the Post Office or to the nearest Relais Colis depending on the carrier. This generally informs you with a notice of passage to 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, indicate if possible, the telephone number(s) where you can be reached.
08 - What happens in case of breakage during delivery?
Our packaging is specifically designed for the transport of wine. We have a very low breakage rate (less than 0.5% of shipments). If the appearance of the delivery despite everything does not seem suitable to you, refuse the entire order and have specific reservations notified on the transport voucher explaining the refusal.
Attention : All reservations of the type "subject to unpacking" are null and 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 make all the necessary arrangements to return your package to you at our expense as soon as possible.
09 - What happens if my order is missing or incorrect?
Our logistics department carefully monitors compliance with your order. However, if we find 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 stage of validation of 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 is sent to you the same day your order leaves 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 soon as possible. We will do the necessary as soon as possible.