Frequently Asked Questions

MY ACCOUNT

• Can I change my personal information?

  Yes, login to the pro.plugwine.com site then go to the "My Account" section

• Do I really get professional rates?

  The prices that appear on the site pro.plugwine.com are ONLY rates that have been provided directly by the winemakers based on business categories of the professional customers.

PAYMENT

• Can I pay 3 times without charge?

  No not yet.

• Can I pay on 30 or 60 days?

  You have the option of paying by cheque cashed on 30 days end of month or you can pay straight away by debit card, bank transfer or cheque.

• How secure is the online payment?

  All payments are secured by HIPAY servers that process all our transactions. pro.plugwine.com has no access to your bank details. We also use the "3D Secure" secure payment system to protect you against the fraudulent use of your bank card when making purchases on the Internet.

DELIVERY

• How much are the shipping costs?

  A flat rate of 40€ ex VAT will be charged for any order of less than 72 bottles or 600€ ex VAT (you can choose a mix of 72 bottles from different estates), if you order 72 bottles or more, delivery is free.

• If I mix my order, do I pay shipping several times?

  Whatever the content of your order, the flat shipping rate is 25€ ex VAT and the delivery is free from 72 bottles ordered or 600€ ex VAT purchase amount. For Corsica, the flat rate is 40€ ex VAT and if you order 72 bottles or more or 600€ ex VAT, delivery is free. In any case you will only pay once for shipping.

• What is the delivery time?

  Orders will be dispatched within 24 hours and delivered to you within a maximum of 7 working days of receipt of your payment by pro.plugwine.com.

• What are the delivery methods?

  When you order from pro.plugwine.com, you have the option of choosing delivery with a half-day appointment throughout France and a 2-hour delivery slot up to Saturday in the Ile-de-France region. You can also choose delivery to a Relais Colis location. If you choose delivery with a delivery slot or "appointment", the carrier will contact you by email or phone once you have placed the order so that you can choose the date of your appointment. If you choose delivery to a Relais Colis location, you will be contacted by the carrier when your package is received by your chosen location. You will then have 10 days to collect your order. If necessary, it will be returned to us.

• Can I get a delivery to the French overseas territories?

  Not at the moment.

• Can I get a delivery abroad?

  Not at the moment.

• Can I track my order?

  Yes, by logging in to the site then going to "My Account" then "My Orders".

BILLING

• How is billing handled?

  Once the order is placed, you will receive your invoice(s) (several invoices if it is a mixed order) by email when the wine is dispatched. You can then view and download these invoices at any time by logging onto the site and going to "My Account" then "My Orders".

• Can my billing address be different from my delivery address?

  Yes, you can enter two different addresses for billing and delivery.

STORING

• Where are the wines stored and under what conditions?

  The wines are stored in optimum conditions in our own warehouse located in Mâcon. The warehouse is secured and thermo-regulated all year long. They are staffed by our teams of wine handling specialists and we only use them for storing wine.

• Is the stock guaranteed?

  The wines available on the site are ALL in stock in our warehouse in Mâcon, if the wine is not in stock in our warehouse you cannot order it on the website. Once your order is confirmed, we reserve the quantity requested. If you pay by debit card your stock is reserved immediately. If you pay by bank transfer, we reserve the stock on receipt of your payment.

COMPLAINTS

• What should I do if my package is damaged on delivery?

  Please check the appearance of the package when you receive your delivery. If there is a problem, you must state this on the delivery note. If bottles are obviously broken, you must refuse the box concerned, state the wine name on the delivery note and request that it be returned to the sender. In this case, please contact our Customer Service on +33 (0)3.85.20.36.54 or by e-mail to serviceclients-pro@plugwine.com so that we can arrange an exchange or refund.

• If my package does not match the original order, what should I do?

  After checking your order by logging onto the site and going to "My account" then "My orders", if the package does not correspond to the initial order, please contact our Customer Service on +33 (0)3.85.20.36.54 or by email to serviceclients-pro@plugwine.com.

• What should I do if one of the wines is corked?

  If any wine ordered on pro.plugwine.com is defective, please contact our Customer Services on +33 (0)3.85.20.36.54 or by email to serviceclients-pro@plugwine.com.

CHOOSING YOUR WINE

• Can someone advise me on my choice of wine?

  The pro.plugwine.com site has themed selections that change regularly in order to guide you in your choice. The site also features scores and awards by major wine guides and trust their recommendations. You also have the option of selecting wines using various filters on our menu (by price, colour, name, capacity etc.)

• Can I get samples?

  Yes, you can request samples by simply clicking on the "request samples" button. Your request for samples must not exceed 50€ ex VAT. Requests for samples must consist of exactly 6 bottles, no more, no less. Samples and delivery are free. Samples cannot be sent from the following estates: Domaine Ott, M. Chapoutier, Champagne Louis Roederer, E. Guigal, La Chablisienne, Paul Jaboulet Aîné, Borsao, Champagne Mumm, Château La Lagune, Louis Jadot, Faiveley