all you need to know about the delivery of my order/package
Thank you for your order at Petites Caves !
You have questions about this order. We try to answer the most common questions. If you do not find an answer, we stay in touch through the chat or via the contact form.
With each order, at the time of its shipment, we send you an email to track your package (or packages). The carrier must do the same. So the first thing to do: look at any time and regularly the follow-up of your parcel.
At the time of the reception, check the contents well, any trace of moisture is suspicious.
If you have the slightest doubt, make the necessary reservations. You have the right to refuse the package!
Here are the common questions.
The choice of the relay point is made after the payment (it is not our choice but the one of the technical platform we use)
Therefore, it is important to choose it, otherwise we can't send anything!
If you forgot it, we receive an error message!
Please follow THIS LINK and tell us in return what you want (we need the number of the relay point).
How long is my parcel kept in the Point Relais ?
Your parcel is available for 8 days in the relay point you have selected. After this time, your package will be sent back to us. If you wish to reschedule a delivery, reshipment fees may apply.
All orders are processed in the morning until 11:30 a.m. for dispatch in the afternoon: Monday to Friday. (No orders are processed from Friday afternoon onwards, nor on Saturdays, Sundays or public holidays)
An "Express Delivery" order is processed in the same way as all other orders, except that it must reach you by 1pm the following day(unless you placed your order on Friday afternoon, Saturday or Sunday, or on a public holiday)
*Please note that in summer we do not ship on Fridays, and often on Thursdays too (except for express delivery or Chronofresh) when temperatures are much too high for wine to travel
. I place an order on Wednesday before 11:30am, my order is processed and dispatched on Wednesday
. I place an order on Wednesday after 11:30am, my order is processed and dispatched on Thursday
.I place an order on D-day before 11:30am, my order is processed and dispatched on D-day
.I place an order on D-day after 11:30am, my order is processed and dispatched on D-day +1
.I place an order on Friday afternoon or Saturday or Sunday, the order is processed and dispatched the following Monday
In summer when it's too hot, an order placed between Wednesday afternoon and Sunday is processed and dispatched the following Monday EXCEPT for Express Delivery or Chronofresh, the order will be processed and dispatched until Thursday!
First, check the tracking of your package.
The tracking does not indicate anything or "In preparation". The package has just been handed over to the carrier. So don't panic, there is no tracking yet.
The tracking has not moved for several days, it's too long since the shipment, that is to say more than 72 hours (excluding weekends) for a delivery in France. Please contact us.
Please check that the address you have given is complete, door code, phone number, etc..
If you think that additional information can be provided, please contact us, specifying your order number.
Otherwise the carrier is bound to a result, that is to say to deliver you. He should contact you. If it was never finally the case after more than 72 hours (except weekend), contact us.
You have only one package in your order (less than 18 bottles), thank you to warn us so that we open a dispute for our insurance and that we can quickly send you a new package with the bottles. If bottles are in the meantime more in stock, we will see with you how to do it case by case.
You have several packages in your order (more than 18 bottles), thank you to make an inventory of what you have received and let us know so that we open a dispute for our insurance and that we quickly put aside the missing bottles for a new shipment.
In all cases, thank you for refusing the package that would be presented while it was reported as damaged. Sometimes the deliverer does "the forcing".
In the case of an order in a relay point, it is possible that you did not have time to go and get the parcel. We can see together how to send you back the same order with the payment of the shipping costs. Indeed, the carrier will invoice us for the return of the package.
If not, it means that there is a problem with the delivery. By notifying us, we will be able to open an investigation and ask for an inventory of the package as soon as it is returned to us. Within a few days, we will be able to offer you solutions.
Your order consisted of less than 18 bottles and one or more bottles are missing. The preparation team is composed of men and women. Error is human!
So it is possible that an oversight or an error is at the origin of this problem.
Please come back to us to indicate the missing bottles.
We will make an investigation (on stock movements to check and return the missing bottle(s) to you at our expense).
Your order consisted of more than 18 bottles, so there are several packages. Your delivery is therefore partial. We can wait 1 to 2 additional days for the reception of the missing package(s).
And if the follow-up of one of the missing parcels is a problem then refer to the case that corresponds to you in this page.
You have the impression that the package has been opened or that it is not the original box. Please take pictures of the package and send us a message about it.
As you are a good person, you have expressed reservations to the deliveryman because the box was wet or showed suspicious traces... no worries, come back to us with pictures of the packaging and the broken bottle(s).
We will open a claim for our insurance and send you the missing bottles. If bottles are, in the meantime, more in stock, we will see with you how to do it case by case.
The deliverer has dropped off the package without warning you and you discover that the package is damaged.
Thank you to send us photos, and a signed statement that you were not there when the package was dropped off.
The tracking indicates that the package was delivered to " France Fontanes ", so it came back to us. This is our return area. So there was a problem. Please let us know so that we can open an investigation for our insurance. We will take the opportunity to ask the inventory to the team on the spot and prepare a new order with the bottles. If some bottles are, in the meantime, no longer in stock, we will see with you how to do it case by case.
Sometimes the carrier indicates delivered while he is still in his round. It is necessary to wait for the end of the day or a few hours before informing us. If the delay is exceeded, make a short investigation with your entourage, someone could have retrieved the package in your place, neighbors etc. ... Finally, the next step is to fill out the document "certificate of non-receipt of parcel"
pdf file or Word file
We return it signed with a copy of an identity card.
The error is human! Sorry!
a) You may have received someone else's order.
b) This is your order but there are some mistakes in the references.
Please let us know as soon as possible so that we can offer you an exchange or any other possible solution. We will do our best.
Within 14 days you can exercise your right of withdrawal. We specify it in our general conditions of sales in paragraph 6.
We specify again that the return is at your expense.
The return address is as follows
Elogik dear Bergo Fruits
150 Impasse Prat de Valat,
We deliver to most European countries. To find the list of countries and delivery rates on the English site (small flag at the top of the page).
For a delivery in a country outside this list, please contact us specifying your request.
We will send you a specific quote as soon as possible.
This will probably allow you to buy wines at a good price, even compared to a delivery in France!
With the Brexit, the constraints and process is as follows:
- A minimum order of 180€
- A maximum of 18 bottles.
- The prices of the wines are exclusive of tax
- The payment of the VAT is made directly to DHL just before the delivery.
- A tax of £2.98 per liter of wine will be applied by the carrier
- A fixed customs clearance fee of £12.75.
Do not hesitate to contact us