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 771911 or e-mail us at info@xtrawine.com or use the chat feature on the home page.
F.A.Q.
Administrative questions
Can I be sure that all the necessary paperwork has been carried out correctly?
How do I download an invoice?
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.
Security questions
Can I place an order by giving my credit card details to a member of staff?
NO
Does xtraWine have access to my bank card details?
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.
I've forgotten my password. What should I do?
Don't worry. Just go to the login page and follow our simple password request procedure.
Order-related questions
Are the items I put in my cart reserved?
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.
Can I collect my order in person from the xtraWine warehouse?
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.
How can I use my first order BONUS?
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.
I have a special request about packaging or something else
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.
I need a large quantity of wine or a larger quantity than is available on the xtraWine website
Please contact xtraWine by calling: +39 (0)543 771911. Alternatively write to business@xtrawine.com
I want to amend an order
Your order can be amended until it is sent to our warehouse for processing. Once the order has been sent to our warehouse for processing, its status changes to "processing" and can no longer be amended. To amend an order you need to call our customer care team on +39 (0) 543 771911.
The promo has expired, can I still get the same price?
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.
Why have the prices I saw yesterday and the price of the products I put in my cart changed?
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.
Payment questions
Can I pay cash on delivery?
Cash on delivery is only allowed within Italy, payment is only accepted in cash and for amounts less than or equal to € 1999 (including VAT).
Can I pay in instalments any other way?
NO
Can I pay in instalments for large purchases?
NO
If payment is made by bank transfer, when is the order dispatched?
It will be dispatched the day after the bank transfer is credited to xtraWine's bank account.
Complaints
What if the packaging is damaged when the wine arrives?
If the bottles have been damaged (caps, labels, etc.) please use the complaint form here to open a ticket.
What if the wine is corked?
This page explains how to exchange or get a refund for wine that does not meet the producer's standards.
Defective goods
What can I do in the event of defective goods?
- These may be returned to xtrawine.com within 14 days of delivery.
- The return shipping costs are payable by xtraWine.
- Defective goods will be replaced or refunded (if out of stock) by xtraWine.
When can I consider a wine non-compliant and what can I do?
Non-compliant wine means wine that differs from the producer's quality standards. This includes, but is not limited to, the distinctive "corked" smell and taste, rather than leaking liquid or a label that has been ruined in transit.
Non-compliant wine can be replaced, provided it is still available, at no extra cost to the customer. If the wine is no longer available, the price paid will be refunded.
As soon as the customer notices an alleged non-compliance, he/she must report the alleged non-compliance of any bottles from any of the wineries by email to info@xtrawine.com within 24 months of purchase and no later than two months of discovering the defect.
Damaged shipment
What can I do in the event of damaged shipment?
Should you receive a package from xtraWine that has been visibly damaged by the courier (damaged packaging or visibly stained by wine leaking from broken bottles) you have the following options:
- If there are multiple packages, please return the damaged package to the sender and write "With reserve" on the carrier's delivery note. We will then arrange for the damaged package to be replaced and sent out to you again.
- If it is a one-package shipment, please return the shipment to the sender and we will take care of the return and replacement as above.
If the damaged product is out of stock, you will be contacted to arrange a replacement, if you cannot find a replacement product in our catalogue, xtraWine will refund the amount paid.
We are responsible for any shipping costs for returning the damaged package to the sender and resending a replacement.
Technical questions
My computer has crashed and I can't complete my order
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.
