FAQ Frequently Asked Questions

xtraWine complies with the laws of each country it operates in. All the necessary information is obtained when you register. Shipments are sent with all the documents required by each country's regulations. If you have any questions, you can contact our customer service team on +39 (0)543 1803620 or e-mail us at [email protected] or use the chat feature on the home page.

You can download your invoices by logging into your account with your login details and then going to the "My orders" section. You will see a list of all the orders you have placed since you registered with xtraWine and you can download a PDF invoice for each of them.

NO

xtraWine never has access to customer bank card details. After choosing payment by bank card during the order process, xtraWine automatically directs the session to the bank's payment gateway. The transaction is carried out using a secure encrypted system through the interbank checkout and payment system portal. Once the transaction has been successfully completed, the customer is redirected to the xtraWine website and at the same time the interbank system informs xtraWine of the transaction status. xtraWine is notified if the transaction is successful and the order is shipped out straight away.

Don't worry. Just go to the login page and follow our simple password request procedure.

No. The only way to reserve items is to place an order. If you do not place an order, the items in your cart are not reserved and can therefore be ordered by others.

Yes, as long as the customer has requested this via email or by contacting the customer care team. This will be activated in just a few minutes and you can then continue placing your order by selecting the relevant option in the order confirmation. If you choose hand delivery, the system will not calculate and add any shipping costs.

You must enter your email address in the special box on the banner advertising this offer. xtraWine will send you an email containing a code to enter when registering as a new user in order to receive the €5 discount off your first order. This is the only way to claim this bonus.

When placing your order, please write your request in the notes field. These notes are seen by order processing staff, senior management and order pickers.

Please contact us xtrawine writing to [email protected]

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]

NO. Promotional prices are extremely low to give everyone the chance to try wines they would not normally buy, including because they are expensive. The very nature of the promo is that it is only short-term in order to build customer loyalty to xtraWine.

Because xtraWine operates a dynamic pricing policy that aims to match the market's best price. This is done by the system automatically several times a day. The only way to lock in a price is to place an order. Once an order has been placed, prices cannot be changed in any way, either up or down.

NO

NO

It will be dispatched the day after the bank transfer is credited to xtraWine's bank account. It is not possible to override this rule. If you are in a hurry, you can pay by bank transfer with "SOFORT" (immediately visible and guaranteed transfer) or by PayPal, bank card or cash on delivery (up to €999 including VAT).

If the bottles have been damaged (caps, labels, etc.) please send some photos to [email protected] and agree on a refund or free replacement of the bottles.

This page explains how to exchange or get a refund for wine that does not meet the producer's standards.

There are a number of reasons beyond xtraWine's control that may make it difficult to complete an order. There could be an operating system conflict, an out of date browser, the wrong security and operational settings for the browser, etc. Usually you just need to quit and re-load the browser (better still, switch your device off and on again) by pressing CTRL + F5 at the same time. Cached data is deleted and the standard access conditions are reset. If this doesn't work, you should contact your technician to investigate the problem with your device.