FAQ

The following factors determine the total delivery time: receipt of payment, preparation time and shipping time.

RECEIPT OF PAYMENT AND DATA

• We only begin preparing your order after receiving payment. Please note that processing times vary between banks, and in the case of prepayment by bank transfer, delays may occur due to processing times.

DELIVERY TIMES

• Delivery times are two business days for items in stock. Depending on the time you place your order, it may be possible to receive your order the next day.

In our online shop, you can add multiple products to your cart and place a single order for all items. However, it can sometimes be useful to split the products into several orders. We recommend this procedure if you wish to ship individual products to different delivery addresses.

If you cannot find the products you are looking for in our range, we will be happy to provide you with a customized quote. To do so, please send us a price request describing precisely what you are looking for.

Log in to your customer account .

Go to the order overview. You will find the current status of your order.

See the General Terms and Conditions of Sale .

The invoice for your order will be sent to you by email in PDF format after the goods have been shipped. We do not issue paper invoices.

If you wish to receive another invoice, please send a request to the accounting department.

Log in to your customer account .

In your account settings, click on "Addresses," then under your billing address, click on "Edit." Make the necessary changes and then confirm.

Your credit card is charged at the time of payment on the page of our financial partner myPOS Europe Ltd.

Vouchers can be redeemed in your shopping cart. Simply enter the discount code in the designated field. Confirm your entry by clicking "Activate promo code." The voucher amount will then be deducted from your total order. However, after the expiry date, it is not possible to credit the voucher amount or receive a cash refund.

Payment on delivery

• Payment on delivery can be made in cash (CHF only) or by credit/debit card (excluding PostFinance Card). If this option is available in your region, it will be automatically displayed at checkout.

Visa, MasterCard

• The amount is debited at the time of the order.
• If the amount is not debited, the reservation will be automatically cancelled after 15 days. Manual cancellation of the reservation is not possible.
• Pay online, hassle-free and secure.

Maestro, Vpay

• The amount is debited at the time of the order.
• If the amount is not debited, the reservation will be automatically cancelled after 15 days. Manual cancellation of the reservation is not possible.
• Pay online, hassle-free and secure.

PostFinance Card

• The amount is debited at the time of the order.
• Pay online, hassle-free and secure.

TWINT

• The amount is debited at the time of the order.
• Pay online with your smartphone, hassle-free and secure.

Prepayment by bank transfer

• The invoice is prepared after receipt of your order and is sent to you by email within a maximum of 24 hours on working days.
• Please include your order number and invoice number in the payment details.
• Please ensure that any bank charges are not deducted from the transfer amount (a variation of the "OUR" charge). Many banks automatically split these charges between the recipient and the payer of the invoice, which can result in the shipment being held up due to incomplete payment.
• Please note that online transfers take 1 business day, while traditional transfers take up to 2 business days. An additional 1 to 2 business days are required for internal processing.

TWINT is the digital wallet of Switzerland.

Its operation is very simple; there's no need to enter bank details. You pay in seconds with your smartphone via the QR code.

Open the TWINT App and point the camera at the QR code displayed in our store or enter the short code displayed in our store into the TWINT App.

Note that to use this payment solution, you must download the TWINT App on your smartphone and link it to your bank.

If your credit/debit card is valid, the payment may have been declined because the 3-D Secure service has not been activated on your card.

3-D Secure is an online payment security protocol developed by MasterCard and Visa. This free service offers additional protection, a verification step, against the fraudulent use of your credit or prepaid card.

More information on how the new 3-D Secure verification procedure works can be found on the relevant page of our financial partner PostFinance SA .

Our products are delivered exclusively in Switzerland and Liechtenstein.

L'ESPRIT DU VIN decides how your order should be shipped. In all cases where shipping is outsourced, your order will be entrusted to a certified logistics service. We use the services of Planzer-Colis and La Poste.

The delivery charge depends on the contents of your order and the geographical distance. Our Checkout page will display the exact delivery cost. Delivery is free for all orders over CHF 99.00.

Once your order has been handed over to our shipping provider, you will receive a message by email and/or SMS. Depending on the provider, it may take up to 24 hours for the tracking number to appear in the shipment tracking.

All shipments sent via La Poste are labeled "pro-climate," which designates shipments with no climate impact. All shipments sent via Planzer-Colis are sent by rail; only the "last mile" is handled by vehicle.

For Saturday delivery, please contact us by email or phone.

DELIVERY BY THE SPIRIT OF WINE

You will be contacted by phone the day before delivery. You can then change the date and time of your delivery.

DELIVERY BY PLANZER-COLIS

Once Planzer-Colis has notified you that your shipment has been picked up, you have the option to choose another delivery date.

DELIVERY BY POST

It is not possible to change the delivery date. However, you can request a second delivery or collect your package from the post office.

It is not possible to split your order into multiple delivery addresses. Each order corresponds to only one delivery address.

Unfortunately, it is not possible to send your order to a post office box or a collection point.

Unfortunately, it is not possible to pick up your order yourself. We only operate on a delivery basis.

When you validate your basket and enter your details you have the option to define a delivery address different from the billing address.

You can also change the delivery address in your customer account.

Log in to your customer account .

In your account settings, click on "Addresses," then under your delivery address, click on "edit." Make the necessary changes and then confirm.

Unfortunately, it is not possible to change the delivery address after the order has been confirmed.

It is not possible to combine the shipping of different orders. As soon as an order is prepared, it is shipped to you.

If you are not home at the time of delivery, the carrier will leave a delivery notice. This notice will include all the information about the status of your order and the next steps.

Log in to your customer account .

In your account settings, click on "Account Details". Make the required changes and then confirm.

You can pay for your purchases with the cards you wish to use. You can use a different card for each transaction.

On the homepage, click the "Log in" tab in the upper right corner, then click "Forgot your password?". Enter your email address in the designated field. You will receive an email within minutes containing a link to reset your password.

If you do not receive an email within the next few minutes, check your spam and junk mail settings.

Log in to your customer account .

In your account settings, click on "Addresses," then under your billing address, click on "Edit." Make the necessary changes and then confirm.

Log in to your customer account .

In your account settings, click on "Addresses", then under your delivery address, click on "edit". Make the necessary changes and then confirm.

On the online store, click on "Register" in the top right corner. You will receive a welcome email within minutes containing your password, which you can change in your account area.

You can enter your email address in the footer menu. You will then be subscribed to the newsletter.

Please submit a request to the accounting department to receive information about your current assets.