Shipping

VinHello prepares every order with care, using packaging specifically designed for transporting bottles and valuable wines.

Shipping destinations

VinHello ships exclusively to the countries and destinations available at checkout.

Shipping availability, costs and any applicable restrictions depend on the destination country, the contents of the order and the size of the bottles purchased.

If a destination is not available at checkout, shipping to that country cannot currently be completed through the website.

Order preparation times

Orders are prepared after payment has been confirmed.

Preparation times may vary depending on:

  • bottle availability;
  • the quantity of products ordered;
  • special formats or wooden cases;
  • the time of year;
  • the destination.

Preparation time refers to the period required to hand the order over to the carrier and is separate from transit time.

Delivery times

Delivery times depend on the destination and the shipping service available.

Unless otherwise stated, the delivery times shown at checkout are estimates and begin when the order is handed over to the carrier.

Delays may occur during holidays, periods of high order volume, adverse weather conditions, customs inspections or other circumstances beyond VinHello's control.

Protective packaging

Bottles are packed using materials and packaging suitable for transporting wine, designed to reduce the risk of impact and protect the product during shipping.

Particular care is given to valuable bottles, older vintages and collectible wines.

Special formats and wooden cases

Magnum, Jeroboam, Mathusalem, multi-bottle packs, wooden cases and other special formats may require:

  • dedicated packaging;
  • specific shipping methods;
  • longer preparation times;
  • different shipping costs.

Any applicable conditions are shown at checkout or communicated to the customer, when necessary, before shipment.

Shipping costs

Shipping costs are calculated based on the destination and the characteristics of the order.

The applicable shipping cost is always shown at checkout before the order is confirmed and paid.

Any free-shipping thresholds or delivery promotions are displayed on the website and applied automatically at checkout when the relevant conditions are met.

The customer can therefore review the total order cost, including any applicable shipping charges, before confirming the purchase.

International shipping, duties and taxes

Shipments to destinations subject to customs procedures may incur duties, local taxes, import charges or other costs imposed by the destination country.

Unless otherwise stated at checkout, these amounts are not included in product prices or in the shipping charges collected by VinHello and may be charged directly to the recipient by the relevant authorities or the carrier.

The customer is responsible for checking any local restrictions on the import and delivery of alcoholic beverages in the destination country.

Delivery address

The customer is responsible for providing a complete and accurate delivery address.

Costs arising from incorrect or incomplete shipping information, failed delivery or reshipment may be charged to the customer to the extent permitted by applicable law and where the issue is attributable to information supplied by the customer.

Checking your delivery

When your order is delivered, we recommend checking the external condition of the parcel.

If there is visible damage, where possible:

  • report the issue to the carrier immediately;
  • accept the parcel with a damage reservation, if the service allows it;
  • photograph the parcel before opening it;
  • keep the packaging;
  • contact VinHello.

Failure to take these steps does not limit any mandatory consumer rights, but it may make it more difficult to verify the damage.

For more information, please see our Returns & Refunds Policy.

Damaged, lost or undelivered parcels

If an order is damaged, lost or not delivered, contact us via the contact form and, where available, provide:

  • the order number;
  • the recipient's name;
  • a description of the issue;
  • any photographs of the parcel or product.

VinHello will carry out the necessary checks with the carrier and handle the request in accordance with applicable law.

Contact

For questions about shipping or delivery, please use the contact form.
Phone: +39 3930276775