Question 1

Do I need to buy a minimum number of bottles?

Accepted Answer

No, regardless of the number of items in your purchase, shipping will always cost you 5 € (excluding Canary Islands).

Question 2

What payment methods can I use?

Accepted Answer

At winepalace.es we offer fully secure payment systems. We accept Visa or Mastercard credit cards, PayPal, and bank transfers.

Question 3

Can I add a gift message to my order?

Accepted Answer

In section 2. Shipping details of the checkout process, there is a field where you can indicate if this order is a gift, in which you can add a message. This message will be printed on a card and attached to the order. We recommend that you sign the message with the name of the person(s) or company sending the gift, as we do not add any data to the message you provide, and the sender that appears on the delivery is Alregi SL.

Question 4

Can I get an invoice in my company's name?

Accepted Answer

Yes, during the checkout process, you will be asked if you need an invoice. You can use the same delivery information or change it. The invoice will be sent by postal mail; if you prefer to receive it by email, request it via web@winepalace.es with the subject Invoice Order No Company Name.

Question 5

Are the prices in the online store the same as in the physical stores?

Accepted Answer

Yes, in both our Wine Palace physical stores and our online store, you will find the same prices and/or promotions.

Question 6

Shipping costs

Accepted Answer

All our shipments to Mainland Spain and the Balearic Islands have a cost of 5 € via MRW, regardless of the number of bottles and weight purchased. For international shipments, it will depend on the weight and number of bottles; it is recalculated at checkout. You can calculate the shipping cost once in the Cart depending on the destination country.

Question 7

How can I track my order?

Accepted Answer

For domestic shipments, you will receive an email with the MRW tracking number. You can check the status of your shipment on their website: www.mrw.es/seguimiento/envio.asp. For international shipments, you will also receive an email with the tracking number corresponding to the assigned courier service. We usually work with CTT Express, FedEx, UPS or TNT, and you will be able to track your shipment directly through the courier’s website.

Question 8

Can I receive my order in the original Winery box?

Accepted Answer

The original boxes are not suitable for shipping as they are not certified as safe packaging. We ship using a bottle pack that guarantees the product's safety and, in case of breakage, it is covered by insurance.

Question 9

What are the delivery times?

Accepted Answer

The delivery times at Wine Palace are as follows: Peninsula (capitals): 24-48 working hours (may vary in August and December). Peninsula (rest of the country): 48-72 working hours. Balearic Islands: 2-4 working days. Europe: 3-7 working days.

Question 10

I want to return an item, how do I do it?

Accepted Answer

Did the item delivered not match your order? Was it delivered broken? Contact Wine Palace Customer Service within 14 calendar days of receiving your order, and we will instruct you on how to make the return. By phone: (+34) 683 54 66 11. By email: web@winepalace.es

Question 11

I received a different product than the one I ordered or in poor condition; what should I do?

Accepted Answer

Please contact our Customer Service department via web@winepalace.es or via WhatsApp at (+34) 683 54 66 11 to manage the issue as soon as possible and at no cost. For claims/returns due to delivery breakage, we need photos of the condition of the goods (content, packaging, and shipping label).

Question 12

How and when will I be refunded for the returned item(s)?

Accepted Answer

The refund of the returned products will be made, once their condition is verified, using the same payment method used for the order. Wine Palace will process the return order within a maximum period of 14 days from the receipt and verification of the returned products.

Question 13

What is Wine Palace Club?

Accepted Answer

By joining the club, you will receive our card, which gives you access to all club benefits, both in our stores and on our online store. For example, you will enjoy a 3% discount on your wine and sparkling wine purchases.

Question 14

I got the card at a Wine Palace physical store. Can I enjoy the 3% discount if I buy online?

Accepted Answer

The web system identifies you in the club via your email, so it is important that you create your account using the same email you provided in the physical store when registering. The physical card is sent by postal mail, but you can start using the discount once your email is registered.

Question 15

I registered for the Wine Palace Club through the website, but my discount is not applied.

Accepted Answer

The customer becomes a part of the Wine Palace Club once the system links their email to a card. This process can take up to 7 days. It is not necessary to wait for the physical card to arrive.

Frequently Asked Questions