Wine club FAQ
SUBSCRIPTION
What are the order cut-off dates?
The following cut off dates apply to new subscribers, note you only need to subscribe once to continue receiving the boxes every 4 months. The below date means that you need to subscribe before this date to receive the proposed box.
- Easter box - 15th of February
- Summer box - 15th of June
- Holiday box (Thanksgiving and Christmas) - 15th of October (Can order until November 30th)
E.g: If you subscribe on the 16th of June, you will receive the holiday box in October.
How often are the boxes sent?
Our boxes are sent every 4 months. See below the calendar:
- Easter box - dispatched on February 16th
- Summer box - dispatched on June 16th
- Holiday season box - dispatched on October 30th
When will I receive my 1st box ?
Your box will be sent on the date indicated above and depending on your location, you can expect to receive it within:
- Europe: About 7 working days
- USA: Around 3 weeks
You will receive an email with the tracking details of your box, once it has been shipped.
I want to unsubscribe. How should I proceed?
To unsubscribe, go into your personal account and click on “manage subscription” and “cancel subscription”.
I just placed an order, but I did not receive the confirmation email. Is this normal?
Please check your spam or junk mail, it is possible that the email is hidden there.
I can't access my account
Please use the email address you entered when you registered, and click on "My Account" and then "Lost Password" to reset your password.
If nothing happens, send a message to: contact@secretwinedoor.com
I forgot my password
Click on "My Account" then "Lost Password". You will receive an email to change it. You can change it at any time by going to "My account" then "account details".
PAYMENT
When will I be charged?
You will be charged on the first cut off date (of the next box) and not on the day you subscribed. Reminder of the cut off dates:
- Easter box - 15th of February
- Summer box - 15th of June
- Holiday box (Thanksgiving and Christmas) - 15th of October
What are the different payment methods?
We accept Visa, Mastercard, American Express
I changed my credit card, what should I do?
You can update your banking information at any time on your account in the top right “sign in”, when signed in, click on “manage subscription” and “see more details”. At the bottom of the page you will be able to change the payment details by clicking on “Edit”
DELIVERY
Where do you deliver?
- Europe: Germany/ The Netherlands/ Spain/ Italy/ Belgium/ Luxembourg/ Denmark/ Portugal/ France (Mainland France only Excluding Corsica and DOM TOM
- USA except the following states: Alabama, Delaware, Kentucky, Mississippi, Puerto Rico, Utah, Virgin Island, Hawaii and Alaska
How much is the delivery cost for my subscription?
The cost of delivery is included in the total price of each subscription box, for your information:
- France: 280.2€
- Europe: €285.2€
- US: 399€
Can I change my delivery address?
You can modify your delivery address anytime directly in your account, click on the top right “sign in”, when signed in, click on “manage subscription” and “see more details”. At the bottom of the page you will be able to change the shipping address under “Product Shipping Info”.
Remember to change the address before the next box is shipped ( the cut off date).
Return and refund
A problem? It happens! We invite you to send us an email to contact@secretwinedoor.com specifying your order number and your email address.
If your wines arrived damaged during the transit, please notify us as soon as possible by sending a photo to contact@secretwinedoor.com and we will find a solution! If the box is notably damaged on arrival, you should notify the delivery driver in person.
