FAQ Frequently Asked Questions

Xtrawine fulfills the laws of each state and country in which it operates. All the required information is collected at registration. Shipments are made with all the documents required by the legislation of each state/country. If in doubt, feel free to contact our customer service via mail [email protected] or chat at our portal from the home page.

You can download your invoices by logging into your account with your credentials and then entering in "My Orders”. You will find a list of all your orders from the beginning of your relationship with xtraWine and for each of them, you can download the related invoice in PDF format.

NO

Xtrawine never comes into possession of data related to customer’s credit card. During the ordering process, after having selected credit card payment as your choice, Xtrawine will re-rout the session into the portal of the interbank system of payments and receipts. The transaction is carried out, with secure encrypted code, and once the transaction has been carried out successfully, the customer is redirected to the Xtrawine portal. Meanwhile the interbank system communicates to xtraWine the status of the transaction. If the transaction has been successful Xtrawine will process your order immediately.

This is quite a common problem. Going to the authentication page, you can perform the simple process of applying for a new password.

No. The only way to lock the availability of the items is to place an order. If the order is not confirmed the wine in the basket is not locked and may so be ordered by others.

YES, first, you will have to register and have to request this option per e-mail or by telephone with customer service. Within a few minutes, our dedicated employees will assign a "pick up" option to your order and then you can proceed with the order. In case you chose the “pick-up” option, no shipping costs will be calculated for and added to your order.

Please enter your email-address in the appropriate box. Xtrawine will send you an email including a discount code worth HKD 100. Voucher cannot be redeemed in any other way.

When placing the order, please clarify your special needs in the box for notes. These notes are viewed by customer service, top management and warehouse keepers.

It is only possible to change your order before 4.30 P.M. of the same day on which order was placed. After 4.30 P.M., all orders of the day are shipped. To change an order, please send an email to [email protected]

Please contact us xtrawine writing to [email protected]

NO. Promo prices are extraordinarily low. The reason for this is that we would like to offer everyone the opportunity to try wines that they would not normally buy, especially for economic reasons. The inherent nature of the promo is short-term in order to promote customer loyalty to Xtrawine.

Because xtraWine has a policy of "dynamic pricing" intended to balance the "best price" of the market. This process is performed automatically by the system several times a day. The only way to lock a price is to place an order. Once the order is placed, the prices cannot be changed in any way.

NO

The order will be shipped the day after we have received the payment on our Xtrawine account. We will not ship before. If you are in a hurry, you can proceed with one of the following systems of payment: bank transfer with "SOFORT" (transfer immediately visible and guaranteed); via PayPal; credit card.

NO

“Sofort” is a new payment system that allows a safe and immediate transfer of money. Payment will immediately be visible for the other party and the order will be processed at once.

If you receive a damaged package, please send some pictures to [email protected] and we will find a way to refund or replace your order.

Visit this link to view all the rules for replacement or refund if the wine does not conform to the standards of the manufacturer.

There are multiple reasons for which it can be hard or impossible to complete your order, none of which have anything to do with the Xtrawine website. Maybe you are experiencing conflicts of the operating system, your browser is not updated, security settings or browser parameters are incorrect. Normally you just refresh the browser (or even better: restart the device) by pressing CTRL + F5. This operation deletes data in the cache and restores the normal access. If it does not work, please contact your technician to investigate the problem.