FAQs
HOW CAN I CANCEL OR MAKE CHANGES WITHIN MY ORDER?
It is not possible to change your order once it has been submitted. This also includes changing the type or color of a product, removing an item, changing the delivery address or payment method. However, if you realise that you have made a mistake when placing your order, please contact support@mywinedesign.com as soon as possible (not more than 24 hours after the order has been placed), because we cannot make any changes once your order has been shipped.
WHEN WILL MY ORDER BE SHIPPED?
Usually we process all orders within 24 hours and dispatch your order within 1-4 working days from the day you place your order. In busy sales periods your order will be shipped within one working week after it has been placed unless notified by My Wine Design.
WHY HAVEN'T I RECEIVED AN ORDER CONFIRMATION?
First of all, please check if your order confirmation could be in the junk mail of your mailbox. Check if the email address you've provided is correct. If the confirmation is still missing, it is possible that your order is still being processed and has not been approved yet. In any disturbing situation, please contact our customer service via support@mywinedesign.com with detailed information about your order.
I HAVE RECEIVED A FAULTY ITEM/THE DELIVERED PRODUCT IS NOT IDENTICAL TO MY ORDER. HOW DO I PROCEED?
If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service via support@mywinedesign.com. When you send us an email, please include as many details as possible, including your order number as well as a picture if there is something wrong with one of the products.
WHAT IF THE DELIVERED BOX IS DAMAGED?
We strongly recommend to inspect the packaging and check the delivered products upon the time the product is delivered and delivery note is signed. If any damage made to the original packaging is visible, please inform the delivery service, document the damage and make a photo proof. Contact our customer service support@mywinedesign.com as soon as possible. We will not be able to hand in a complaint regarding the delivery damage once you have proved with your signature that the delivered goods are in a fine condition.
DO YOU REPLACE FAULTY ITEMS OR ITEMS THAT ARE NOT IDENTICAL TO MY ORDER?
Yes, we do. Faulty items will be replaced by the same type of product, subject to availability. Or refunds for faulty items can be made within the 30-day period after the item is returned.
HOW DO I RETURN A FAULTY ITEM?
To return a faulty product or product that does not match your ordered product, you have to contact our customer service support@mywinedesign.com and we will organize the package pickup service at your desired destination. For further instructions, please read DELIVERY & RETURNS.
HOW WILL I KNOW THAT YOU HAVE RECEIVED MY RETURN?
Once we have processed the return, you will receive an email.
WHEN WILL I GET MY REFUND?
Usually refunds are made within the 30-day period after the item is returned.
CAN I EXCHANGE AN ITEM?
At this moment we do not offer exchanges, unless you have received a wrong product.
WHICH PAYMENT METHOD CAN I USE?
We accept PayPal, VISA, Master, American Express.
DO YOU SHIP TO MY COUNTRY?
Yes. We ship worldwide. The shipping period may vary according to the place you are located.
DO YOU WORK ALSO WITH B2B CLIENTS?
We work with selected projects and are open for collaborations, but we do not work with B2B on a daily basis. However, if you feel that you are the right person we should cooperate with - send us an email contact@mywinedesign.com.
I HAVE A CELLAR / RETAIL SHOP / WINERY AND WOULD LIKE TO INSTALL WINE RACKS FROM My Wine Design, BUT I AM NOT QUITE SURE IF THEY FIT. CAN YOU HELP ME TO DESIGN THE CELLAR?
Yes. You can contact our My Wine Projects team if you need help via contact@mywinedesign.com.