Find clear answers about orders, shipping, payments, returns and Portugal Vineyards customer support.
We are an independent wine merchant specialized in Portuguese wines and spirits perfect for all you wine enthusiasts out there. To know a bit more about us you can check the About us page.
You can check it in the registration process, when you checkout an order or in the terms and conditions page.
Sure. We take the privacy policy of our website very seriously. Follow this link to know more about how we manage the information of our members.
No. You can browse through every part of the website without needing to register to our website. We only ask you to do that when you are checking out an order.
Just select the type of products you prefer between Wines, Spirits, Soft Drinks and Gourmet and put some filters in the features available on the right side of the screen. You can also browse our menu, put some keywords in the search box or just select the view more option in the Promotions, Staff Pick, New Products or Best sales blocks in our homepage. We are sure that you will find something that you will enjoy but you can always Contact us for some recommendations.
Sure you can. Go to the Referral Friends option in "Your Account" and put the name and email of the friends you want to invite. You can also use the social networks to promote our website or you can send direct invitations to your friend's email.
Of course you get. We will give you a 10 euros voucher for each friend that you invite and becomes a client of our store. And when your friend put the first order with us, We will also give him a 10 euros voucher for the next order with us.
Of course you can. When you create an account in our store, you will automatically become a member of our community and you will start receiving our newsletters. We always have special offers, new wine releases, coupons offers, limited time discounts and much more to offer to the members of our mailing list.
You may unsubscribe by clicking the "Unsubscribe" link at the bottom of any of our newsletters.
You have to login to your account and then define a new password in the My Personnal Information menu.
Yes you can. You will need to login to your account and then change the field email in the My Personnal Information menu.
You can change this information logging in to your account and visiting the My addresses page or you can also update your addresses during the checkout of an order.
You can add several addresses to your account if you order to different places.
Go to the Your account page and click on the forget password link and then follow the steps to reset your old password and define a new one. You will receive an email to proceed with the reset of the old password so please check your mail box spam in case you haven't receive it. The new password will be active when you login to your account so please select something that you can remind later and follow our strong password policy.
The easiest way to contact us is using our Contact Page or sending an email to [email protected]. After you contact us, you will receive a ticket number and we will keep you informed about the status of your contact. We reply to all the contacts we receive, and by order of arrival up to a maximum period of two business days. We are always happy to hear from you.
We use a centralized management system to deal with all the contacts from our members. We will send our reply to the email account you used to contact us in the first place. To reply back to us or to add more information to your last contact, just use the automatic email we sent you when you opened the ticket or the email with our reply. We have access to all the latest contacts you made so either way, we will have enough information to reply in an efficient way.
Even if your ticket is already closed, you can always reply to our last email and the ticket will be automatically open.
The best way to find something in our website is to put some keywords in the search box. This will allow you to refine the results with some extra filters that will for sure give you the most accurate results that you look for.
You can view all the products with a promotional price clicking on the “view more” link in the Promotions block under the homepage.
You can view all our recommended product clicking on the “view more” link in the Staff Pick block under the homepage.
We always keep our members informed on all the newest releases in our newsletter, but you can check that anytime going to the New Products block in our homepage.
The best way to find something in our website is to use the top menu because you can use filters to refine your search. Also try to put some relevant keywords in the search box. If you can’t find it this way, we are glad to help you in our contact area.
Our filters allow you to select per grape variety but you have also available in the Wines menu the most relevant grape varieties available. Or just put the grape variety name in the search box and check our proposals sorted per relevance level.
We are specialized in wines and spirits, but we wanted to go further and give our members the true flavors of Portugal. So you have now available Portuguese Gourmet products such as olive oil, vinegar, coffee, tea, canned fish, jams and Soft Drinks such as beers, ciders, coffee, tea, natural juices and mineral waters. Just click on the Gourmet tab or Soft Drinks tab to check the entire offer.
In the product area we try to give you all the information about each product. Depending on the type of products, you can find relevant information such as: winemaking process, production method, tasting notes, grape varieties, composition, serving instructions, pairing with food, nutritional information, the prizes and reviews that each product received in the major events or specialized magazines. We try to give our members all the information that we find relevant for a buying decision.
It will depend on where you want us to ship your order. If you are inside the EU space, the prices will include the local VAT tax. If you are outside the EU space, the prices will be shown without the VAT tax. The tax included or excluded label is always present below the product price. Nevertheless, all the prices shown are final prices and except for the transport cost, that's the price that will be asked in the shopping cart. Depending on your destination, we can't guarantee that any local duty or tax won't be asked so please inform yourself if there are any local taxes in your destination.
In the product area you have all you need to recommend to your friends. You can do it by email, Facebook, Twitter, etc. Just click on the share product link in the product details page. Also you can build lists with your favorite products and share it with your friends in the "My favorites" menu.
Reviews are always welcome because they help our members deciding which wine to buy. You need to be logged in to post a review. If so, just select the product, click on the review tab, put an evaluation grade and write your opinion on the product.
Of course. Choose the wine you like and below the name of the wine you'll find the producer's name. If you click in there, you will be sent to that producer’s page where you can check all his portfolio.
To get a list of all our producers click the Producers tab in the main menu. It will show you a list ordered alphabetically, and you can even search by producer name.
Sure. Every time you browse through a specific product you can find at the bottom of the page the related products, a block with the products in the same category and other block with the products that were bought with that one. The products under the same category are usually products very similar to that one in terms of profile, the customer who bought this block shows the most relevant products that were bought together with the one you are checking.
You just need to browse through our product offers, add products to the shopping cart and select the quantities you want to order. When you are happy with your selection, just go to the checkout, fill out the form with your shipping and billing information and finally click on the payment method of your preference.
Your order will be in our system, and you just need to follow the instructions on how to use the payment method selected.
When you put an order, you will get an automatic confirmation by email, letting you know the items ordered and the total. If you choose to pay with a debit card, credit card, Google Pay Apple Pay, or with a Paypal account, the status of the order will be confirmed right away.
If you choose to pay by bank transfer, Multibanco or MBWay you will receive the payment instructions in your email and after we confirm your payment, we will change your order to the status confirmed. Each time we change the status of your order you will receive an email with the new status. We will inform you when we start handling your order in our warehouse, when we ship your order and the tracking number of your parcels. Also we will update your order when we have the confirmation from the transport company that your order was delivered.
You can check the status of your order anytime logging in to your account and going to the My Orders option.
Usually we don’t offer these type of services, because our concern is to use boxes that can resist long distance travels, guarantying the safety of the products.
What we can do is deliver your order to someone you want. Just put the name and address of the person you want to send an offer, use the notes and special request box in the checkout saying that it is a gift.
We will try to follow all the instruction that you write for us in the special request box.
We sell directly to companies who want to order in larger quantities. If you want wines for a special occasion, if you are a wine retailer or if you have a restaurant or bar, then we have the right solution for you. Check our Corporate Orders page or send us an email to [email protected] with your questions, or the order you plan to make, and we will send you a proposal with our best price guarantee.
We aim to give you the best price possible, so all our prices are final. Also, we have a permanent area with promotions that can go up to 50% off.
We do have in the Specials area our mixed cases offer. Its boxes of 6 or 12 bottles with a fixed price and according to the price range you want to spend. All are thematic boxes selected by our team of wine experts where you can expect good surprises and wines with a great value for money.
The best way to put an order is directly on our website, but if you find it difficult, you can always email us with your order. We will manage the order for you and send you the final price and the payment options.
We will first try to get more of that item in our producers. If this is possible but will take some time, we will contact you to give you the option to wait or take another course of action. If we cannot get that specific product, we will contact you to give you the option to replace that product, ship the rest of your order without the missing items, or cancel the order altogether.
In any case, we will not ship anything until you have given us your approval on how to proceed.
Yes. When you choose to pay by bank transfer, Multibanco or MBWay. In these cases, we hold your order for 72 hours until we receive a proof of payment or the money in our account.
After that, you still can pay your order but we can’t guarantee the availability of the products ordered.
Sure. If there is a wine or a product that you cannot find on our website please contact us using our Contact Form.
We will be happy to get it for you, if possible, even if it is not listed on our website or if we don't have it as part of our regular stock. We will make every effort to get you the product.
Coupons can be redeemed during the checkout process in the vouchers box.
Please check the coupons available in your account under the My Vouchers menu to determine eligibility and if your coupons can be combine in the same order. Coupons expire at midnight (local time) on the expiration date and are subject to their own individual terms, conditions and limitations.
You can pay securely using debit or credit card brands such as Visa, Mastercard, Maestro, American Express or Discover cards.
We also accept Paypal, Google Pay, and, when using Safari, Apple Pay.
In the checkout, select your preferred payment method and follow the instructions. Card payments are securely processed by Braintree, a PayPal company, and we do not store your card details. If you opt to save your payment preferences, the information will be stored in the payment gateway vault and not in our servers.
In specific locations we also accept local payment methods such as Bancontact in Belgium, EPS in Austria, iDeal in the Netherlands, Przelewy24 in Poland, and Multibanco and MBWay in Portugal.
If you prefer to pay offline, we offer the bank transfer option. Payment instructions and bank details will be provided after you confirm your order.
After you have confirmed your order, you should have in the screen and also in your email the instructions on how to pay and our bank details.
Bank transfer is something very simple. Just go to an ATM machine or your online bank and select International transfer. Then put our IBAN details, the value of the order and if possible the order id to help our system to automatically detect the payment. As soon as the value arrives to our account, we will send you the order confirmation.
International bank transfers can take about 48 to 72 hours to reach our account. As soon as we receive the payment confirmation, we will change the status of your order to "confirmed" and you will receive an email with that confirmation.
We work with the leading companies in terms of payment methods – Braintree, a Paypal company and Paypal.
If you opt to save your payment preferences, the information will be stored in the payment gateway vault and not in our servers.
Our website doesn’t keep record of your card number, because every time you pay, the card details are managed by our payment partner or in our payment partner website.
Please read the privacy policy and security policy of each of our payment partners.
When you put an order by email, you can pay by bank transfer or using your Paypal account because all credit card payments have to be made online.
As soon as we confirm your order, we also send you the total amount to pay and the bank details for the payment. Or you can go to your Paypal account, select the send money option and in the account to send money put our email [email protected].
We are always working to provide our members the best service possible. If you are not satisfied with your order for any reason, please contact us as soon as possible by email to [email protected].
We will work with you to solve any issue that you might have, because our goal is to provide a 100% satisfaction guarantee. For more details on our return policy you can check the Return Policy page.
Yes. Either reply to the automatic confirmation you receive by email, letting us know what changes you'd like to make, or email us at [email protected].
Please contact us as soon as possible, and within 24 hours of placing the order. Outside of this time window there is a chance that your order is already on its way to you!
Usually when a vintage runs out of stock, the producer sends us the new vintage. In these cases, we send to our clients the new vintage of the same wine ordered.
If you don’t want to receive a different vintage year, please refer that in the order notes during the checkout process.
Yes. For most destinations, we offer more than one shipping company and delivery method. You can therefore choose your preferred option from those available at checkout.
Our packages are certified by the major transport companies and prepared for ground or air transportation and also to travel long distances.
Inside the EU space we work with the aerial and road service from Fedex, DHL and UPS. All the intercontinental deliveries are made with the DHL, Fedex and UPS express service.
We only work with the best and faster transport companies and the ones that insure us timings and quality on each delivery in each specific country.
We currently ship to almost all countries in the world so you can check if we deliver to your destination during the checkout process.
If your country is not listed in the countries drop box during the checkout process, then it’s because we are not delivering to your country yet.
If you can’t find your country listed in our store, please contact us using the Contact form or by email to [email protected] and we will do all efforts to manage the delivery of the products you need.
There are probably local regulations concerning the shipment of alcoholic beverages to your country. If we cannot ship to you now, please check back periodically, because it is possible that the laws have changed. Contact us by email to [email protected] and we will do all our efforts to manage the delivery of the products you need.
There is no minimum order and you can even order single products. During the checkout, the shipment cost will be calculated based on your country of destination and the number of products in the shopping cart. Try to order in groups of 12, the maximum number of products each individual parcel can handle. Also there is no maximum number of products that you can order. The more you order, the more you save, because the shipment cost per product tends to be lower if you buy bulk.
Each time you add products to your shopping cart, it will update the shipping cost. Also during the checkout process, when you select your country, our system will give you the exact value to pay for the delivery of those wines in your shopping cart.
We don’t have a free shipment policy permanently in our website except for Portugal, in orders above €50 and for Spain in orders above €100. In all the other destinations, the shipping fee is calculated per product ordered.
The shipment cost includes the transport and delivery service from our warehouse to your address. We assume in that price all the costs necessary to put your order in your address. If your address is outside the European Union, then you may have to pay the local taxes such as the VAT tax or any other tax related to the importation of alcoholic beverages. These values aren't charged by us and all products for outside the EU are free of any local duty and tax.
The orders to be delivered in any EU country includes the local VAT tax and our company is subject to VAT payment in each EU country where we sell. Also all products that we sell are already released for the consumer market with the duty paid which means that we are authorized to sell our products to any country inside the EU space.
There can be some exceptions where the country law demands for the payment of a local duty on wines or spirits. In those cases, the value can be asked upon delivery of the goods so please check with your local authorities if you are eligible to import wines from other EU member state and what duty can be charged.
The shipment cost includes the transport and delivery of your package as well as the exportation customs dispatch. The prices for clients outside the EU doesn't include the local VAT tax or any other local duty.
The importation procedures are managed by our transport partner so it means that upon arrival of your parcel, they will present the parcel to the local customs and then they will contact you with the values to be paid for the importation of the goods and how to proceed with the payment.
In most countries the taxes will depend on the value of the order and the excise duty on the type and number of products in the order. We can’t guarantee that you aren't eligible for the payment of duty and taxes in your country so please contact your local customs to check that and to find out the values involved prior to ordering.
The main difference is that orders shipped from Portugal to the UK are now treated as imports and may be subject to UK VAT, customs duties and alcohol excise duty.
For mainland UK and the UK islands, these charges depend on the shipping method selected:
Duty Unpaid (DAP): With services such as DHL and FedEx, UK VAT, alcohol excise duty and any applicable customs or courier clearance fees are collected separately by the courier upon arrival.
Duty Paid (DDP): With our UPS tax-paid service, the applicable UK taxes and duties are calculated and paid during checkout, so there should be no further import taxes or duties to pay upon delivery.
Northern Ireland is treated differently. For deliveries to Northern Ireland, VAT is collected at checkout, and customers should not normally have to pay additional UK import VAT upon delivery.
We recommend checking the available shipping options carefully at checkout, particularly if you prefer to pay all applicable taxes and duties in advance.
Insurance is included in the shipping cost. If you find your package damaged, then you should refer that to the person that is delivering your order.
Please inspect your parcels when you receive it and if there is any outside damage please inspect also your products.
In case of damages, we will prepare another parcel with the damaged bottles or if you prefer, we can refund the value of the missing products in a voucher or a direct refund.
We have almost all the products we sell in our warehouse. The only products we don’t have in stock are the ones that are still in wooden vats, like the Colheita Ports.
Our commitment is to make all efforts to handle your order as quickly as possible, as most orders are shipped within 24 to 48 hours. If there is an issue with your order, then our customer care team will contact you informing about the delay or to find a solution that suits your needs.
When we ship your order, we will send you an email with the tracking number of the parcels and the estimated time for delivery.
After we ship the order, usually it takes between 2 to 5 business days for a ground delivery inside Europe reach most of the destination and 1 to 3 business days for an aerial delivery reach most Continents. To have more accurate timings for your order or destination, you can check the estimated delivery time in the checkout under each available carrier.
Most clients choose to have their order sent to their work address, so that they are present to receive it or there is someone else available to receive the package on their behalf.
If an order is sent to your home address and there is no one there or an adult is not present, our transport company will leave a notice and will contact you later to arrange a new delivery date. After a delivery attempt or if the transport company can’t contact you, they will inform us of the incident and we will manage to book with you another place or date for the delivery.
If your order is just one box and if the transport company has a pickup network in your destination, then after one failed delivery attempt, they will send your parcel to the nearest pickup store. Notice that this is not available for all destinations and it’s not possible to select the exact pickup point where to collect your parcel.
We and the transport company will work hard to deliver your order, but if it’s not possible, then the package will return to us and we will have to charge you for the re-shipping of your order.
The shipping confirmation email will contain the name of the transportation company and the link to track your order. You just need to follow that link to check where your order is and the estimated date for the arrival.
We ship the orders in boxes up to 12 bottles so if you order more quantity, you should receive it in several parcels.
Each parcel takes a unique label id and sometimes the transport company can have a delay in a parcel so you should expect to receive the rest of the order in the following business days. If the pending parcels aren’t delivered in that time frame, please contact our customer care team and we will open an incidence in the transport company. After that, we will manage it with the transport company and if necessary, we will ship new parcels to avoid further delays.
When you receive your order you should always inspect the boxes and report any visible damage to the person who is delivering it.
Usually if a box is damaged in transit, the transport company will repack it and deliver so check if any of the parcels is different from the rest or if there is tape in the parcel with the transport company logo.
In case of products missing in your parcels, please contact our customer care team and we will deal that with the transport company and we will replace or refund any missing product.
