Frequently Asked Questions

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PURCHASE PROCESS

  • How do I register?
    From the home page, go to “Login” at the top and then fill out your data. From the moment you click “Register,” you are already registered and you can start shopping.
  • Do I need to register to buy?
    Yes, registration is required. Once you are registered, you can shop easily.
  • Can I enter my data confidently?
    The data provided is saved in the database of The Grand Wines, domiciled at C/ General Alava, 10-3, Office 7, 01005, Vitoria.
    The purpose of the data is to process the customer’s order and provide speed and comfort on your next purchases.
    If the customer accepts, they will also be used to send promotions and special offers.
    Personal data received will be treated in accordance with the Organic Law of Protection of Personal Data of December 13. Customers of this website may access, modify and cancel the registration data at any time.
  • I have a discount code, how can I exchange it?
    Once you have selected your products and “finished” with the basket, you are directed to a summary screen of your order. Here you see the products you have selected and below them a blank box will appear, it says: “Coupon code” then you must click on the coloured box that says: “apply code.”
  • Is it safe to do my shopping at the online store of The Grand Wines?
    Yes, we have the resources necessary to guarantee the security of your purchases and your data.
    With the aim of providing maximum security to the payment system, The Grand Wines uses financial institutions’ systems of “secure payment” prepared for e-commerce.
  • How I can pay the order? 

Purchases can be paid in the following ways:

Visa, Visa Electron, MasterCard and American Express debit or credit card. For payment with debit cards or American Express, the charge will be made in real time.

Other forms of payment will not be accepted. The amount of your order plus shipping fees will be charged to your card when you make the order. Upon receipt of the order, The Grand Wines, the company that provides the service, will send you a delivery note by e-mail confirming the purchase.

We recall that the sale of alcohol to people under 18 years is prohibited.

  • How much does the shipment cost? To obtain more information, see Shipment fees in Shipment conditions.
  • To which areas are the shipments done? We make deliveries in mainland Spain and Balearic Islands.
  • Which are the delivery times?
    Orders are delivered from Monday to Friday, with a maximum period of one week.
  • Can I attach a gift message to my order?
    When introducing the shipment data. This message will be printed on a card and attached to the order.
  • If my order is a gift, will it have the invoice attached?
    Shipments are only accompanied by an unvalued delivery note.
  • Can I get an invoice on behalf of my company?
    Yes, during the purchase process you are asked for the Billing address. You should enter the tax ID number (Certificado de Identificación Fiscal, CIF) in the CIF/NIF field.
  • Will I receive the product with the same label that I see in the photo?
    Photos are updated when changes occur in the design of labels and formats. However, occasionally, differences may appear on a wine label that has been changed recently.
  • I cannot find the product that I am looking for on the web page.
    Please contact the Customer Service Department of The Grand Wines sending an e-mail to info@thegrandwines or by phone (654682296), and we will confirm you if we have available the product you are looking for.

SHIPMENTS

  • To which areas are the shipments done?
    The Grand Wines ships to mainland Spain and the Balearic Islands.
  • Which are the types of shipment and how much do they cost?
    Home delivery: Mainland Spain and the Balearic Islands.
    The Grand Wines offers free transportation for its AMBASSADORS and for NON AMBASSADORS from €150.

Fees for NON AMBASSADORS:

Orders of less than €60:

  • Mainland Spain: €5.90
  • Balearic Islands: €7.90

Orders between €60 and €150:

  • Mainland Spain: €4.90
  • Balearic Islands: €6.90

Orders of more than €150: FREE

  • Which are the delivery times?

The delivery time is 2 to 3 working days. It should start counting since the exit of the box from our store.

  • Multiple orders
    In some cases, your purchase may include several deliveries, so you will receive your orders on different dates. In these cases, you will see the items that are assigned to each delivery and the estimated date of each order on the purchase page.
  • Have not you received your order yet?
    If you have not received your order yet and the delivery time has already been exceeded, check your e-mail as you have probably received an e-mail informing you that the order has left our warehouse.
    Note that in a period of promotions or holidays, delivery times may be longer.
  • Does the transport company contact me for the delivery?
    The Grand Wines will send a tracking e-mail, for which you have to be registered on our website.
    Keep in mind that the transport company is not required to contact the recipient by phone to arrange the delivery.
    What the transport company should do is to leave a note of “Client not available in delivery attempt” if no person was located at the time of delivery. For any questions please contact our Contact Center.
  • I received a wrong or defective product, what should I do?
    Please contact our Contact Center at the e-mail info@thegrandwines.com or by phone (654682296) to manage the change as soon as possible and without any cost.
  • Return policy
    Our return policy is reflected under the title “Returns” of our General Conditions.

AMBASSADORS

  • How I can become an AMBASSADOR of The Grand Wines?
    You can become an AMBASSADOR of The Grand Wines by signing up through our website by clicking here or through the purchase by filling out the form we provide you.

 

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