FAQS

QUESTIONS ABOUT THE PURCHASE PROCESS

How can I place an order on Homeliers?

El proceso de realizar un pedido es muy simple:

Puedes visitar las diferentes páginas y secciones de la web hasta que encuentres el pack o el vino que te guste. Selecciona las unidades que desees comprar y pulsa comprar para añadir el producto al carrito de compra.

Puedes continuar comprando tantos vinos como desees hasta que tengas tu pedido completo.

Cuando tengas tu pedido completo, ves al carrito de compra y revisa que efectivamente todos los productos deseados figuran allí y en las cantidades deseadas. Desde allí se pueden eliminar o modificar los productos si ha habido algún error.

Una vez estés seguro de que todo el pedido es de tu agrado haz click en el botón “Pagar pedido” para iniciar el proceso de pago de tu pedido a través de las pasarelas de pago contratadas.

En este punto precisamos de obtener la identificación del comprador. Si ya eres cliente introduce tus datos de acceso. Si por el contrario es tu primera compra, introduce tus datos para crear tu cuenta en Homeliers. Crear una cuenta es totalmente gratuito.

Una vez identificado, te pediremos los datos de facturación y de envío de tu pedido.

Selecciona el método de pago. Tarjeta de crédito o transferencia bancaria.

Homeliers trabaja con empresas especializadas en pasarelas de pagos del sector bancario para hacer que todas las transacciones sean seguras.

Tu pedido ya se ha realizado. Lo recibirás cómodamente en tu casa.

What means of payment can I use at Homeliers?

Orders can be paid by card (VISA, Mastercard or American Express), or by bank transfer.

Is the payment system safe?

Our payment systems are totally secure. We use specialized banking platforms in the management of secure collections on the internet.

Homeliers does not store the credit card numbers of its customers in any database since the entire payment process is carried out on these specialized platforms of the banking system.

I live outside of Spain, can I place orders?

At the moment we only ship orders in mainland Spain and the Balearic Islands, we do not ship to the Canary Islands, Ceuta and Melilla or outside of Spain at the moment.

I have opened a bottle and the wine is bad, what do I do?

Homeliers only works with high quality wines from proven wineries in the sector that rarely present quality problems in their wines. In addition, our tasting committee regularly performs tests on the wines that we have in storage to assess their quality and to be able to isolate the product if any batch has a defect.

Even so, it is possible that a bottle suffers some kind of problem or defect once at its destination (cork, for example). If this is the case, we ask that you contact our customer service department to assess the situation and we will proceed to replace the product with another at no cost or proceed to refund the corresponding amount.
For these types of claims to be dealt with, it will be necessary to keep the bottle and the wine until the incident is resolved with our customer service department. Claims will not be accepted if the wine or bottle has been thrown away and if the claim is later than 30 days after the date of purchase.

Should I buy a minimum number of bottles?

No. In Homeliers there is no minimum order concept, you can buy the number of bottles you want, although it is important to bear in mind that the shipping cost is free if the order amount exceeds 49.90 euros.

Can I gift wine at Homeliers?

Of course you can give wine at Homeliers, at the time of ordering you can select the gift options, where you can add a special type of packaging (wooden boxes, cases) and you can add a gift message that we will add on a printed sheet in our shipment for the gift recipient to read when opening their gift.

Then the shipping address is requested where the gift order has to be delivered and we will not attach any document with prices in the shipment, all the information and the invoice is sent exclusively to the buyer.

QUESTIONS ABOUT TRANSPORTATION

What is included in the price of transport?

The rates that are detailed in the transport section include the transport of the ordered products to the private address, the packaging in a type of box designed to transport bottles through express transport services and the insurance against loss of the merchandise or possible breakage.

Is there a way to get free transportation from a certain amount?

Yes. From 49.90 euros of purchase we offer free transport in your shipment.

How long can it take to receive my order?

As a general rule, deliveries in mainland Spain take between 24h and 48h (on working days) as long as all the products are available in stock at that time. In the case of the Balearic Islands, delivery takes between 4 and 5 working days.

Once the order leaves our warehouse, a shipment notification message is sent to the recipient, and a second e-mail from the carrier with the shipment data for monitoring on its website.

What happens if a bottle breaks during shipping?

Homeliers uses a special packaging for shipments that is expressly designed to avoid bottle breakage in urgent transport shipments. But it is still a fragile product and it is possible that some breakage will occur.

If when you receive the order a broken bottle arrives, don’t worry, you tell our customer service department and we will replace the bottle or give you a refund.

If you detect a damp box or suspect that a breakage may have occurred before receipt, do not accept the order, and contact us so that we can manage the incident.

What if when the carrier comes I'm not at home at that time?

If the first delivery attempt is unsuccessful because there is no one at home, the carrier will test a second shipment free of charge, in the event that a second failed attempt occurs, the carrier will leave a contact telephone number to arrange the collection at their warehouses.

It is important to try to enter a delivery address where there is usually always someone available to receive packages during business hours.

Do I have to pay any amount to the transport agency?

NO, never, transport is ALWAYS included in the total price of the order.

Can I request that the bottles be sent to me in their original wooden box?

It is not possible to send the bottles in their original boxes as they are fragile packaging and are not approved for urgent bottle transport. We could not claim the transport agency in case of breakage, only the orders sent in our packaging are covered by our transport insurance.

QUESTIONS ABOUT MY ACCOUNT

I can't remember my password and I can't process the order.

If you have forgotten your password, use the link “I have forgotten my password” and we will send you an e-mail with the instructions to reset your password. Keep in mind that the system is case-sensitive for both the email address and the password.

How can I modify my personal data?

If you want to change your password, the language in which you receive our notifications, your email address, your preferred delivery addresses, your billing information, you can visit the My account section, which you will find in the upper right part of all our pages.

For any additional questions please contact our customer service department.