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FAQ
All You Wanted to Know And More
Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, contact us.
What is your return policy?
As for the return and exchange policy, any item purchased on the site that does not fully satisfy the user may be returned, provided that it has not been used and is in perfect condition (the product must be complete and in its original packaging). In addition, the return must be made within a maximum of 15 days from the date of delivery of the order.
Return Instructions:
1. Fill out the return form, indicating the items to be returned and the respective quantity;
2. Pack the goods and attach the return slip, as well as the original invoice;
3. Communicate the return in one of the following ways: email or contact.
After receiving and checking the product, our team will proceed to finalize the return process with a refund of the amount paid for the product(s) through the same means of payment used to make the purchase or through a store gift card.
Do you offer gift cards?
Yes, we do offer gift cards in the form of an online voucher. This card cannot be exchanged for cash, check or credit.
Redeemable only for goods and services not exceeding the remaining credit balance on this card.
To request a gift card, please contact or customer service and we can send a personalised voucher to you inbox.
Do you have any active campaigns?
Whenever a campaign is running on the website, its specific conditions, such as user eligibility, duration, exclusions, etc. will be detailed on the campaign page. The campaigns available on the site and the promotional codes are only valid for purchases on this site. What we often do is taking into account certain times of the year we offer free shipping from a previously stipulated value.
Which payment methods do you accept?
The Vinhas Altas site offers the following payment methods: Visa or Mastercard, ATM reference and Paypal. If the user chooses to pay by card or ATM reference, after receiving the data relating to the order, the user has 24 hours to make the payment. If the user does not make the payment within this period, the order will be cancelled. In the case of payment with Paypal, the debit will be made in the respective PayPal account at the time of shipment of the order. The payment systems indicated belong to third parties, so the use of them assumes knowledge and acceptance of the terms and conditions of those services, and the site Vinhas Altas has no intervention or responsibility in them.
The invoice will be sent by e-mail, in PDF format, at the time of shipment/delivery of the order. By placing your order, you accept that condition.
Can I customize my order?
It is possible to customize your products, taking into account the time of year as well as special dates with anniversaries or even wanting a wine really made to your taste completely different from the others.
Why are you priced higher than other wines?
In relation to price-quality, our wines have a fair price, however, for certain wines the price charged may be higher, but it is necessary to take into account all the composition and production process of our products and that is exactly what makes the difference. Our products are 100% natural and organic without any added sugar.
How do I contact your customer service?
We ask you to send us your questions and suggestions, as well as any complaints or grievances through our contact form.
Your complaints and grievances will be dealt with in the shortest possible time and in any case within one month.
If as a consumer you consider that your rights have been violated, you can forward your complaint to us at the e-mail address altasvinhas@gmail.com to request an out-of-court dispute resolution.