Questions and Answers
* What is my account?
Your account allows you to access your personal data at any time for consultation (orders, invoices ...) or to make changes (delivery address, billing address ...).
With your account you can:
- Place your orders faster
- Keep track of your orders
- Consult your orders
- Consult your prospective assets
- Change your account information
- Change your password
- Save multiple addresses (to be delivered as gifts to family and friends!)
* Do I need an account to start shopping?
You can start shopping without having created your account. Upon validation of your shopping cart, you will be prompted to calculate your shipping charges before being redirected to the secure payment module. Once you create your account, you will be automatically connected on your next visit and wines added to your cart will also be saved.
* Can I change my personal data (email, password, address ...)?
Yes, for this you simply go to your "My Account" area then "My personal information".
* Is my personal data protected?
The data you enter when registering on the site www.animavinum.fr is secure and confidential. The data is not used for marketing but is required to process your order and more generally is used for the management of our sales. You have, in all cases, the right to access, modify and delete data concerning you (article 34 of the Law "Informatique et Libertés" of 6 January 1978).
We are committed to protecting the security of such information and prevent it from being distorted, damaged or communicated to third parties. CNIL identification number is 1881449 v 0
For inquiries, simply write to us stating your full name and address.
* What security do I have when I pay online ?
All payments are secured by SystemPay servers Caisse d'Epargne who handle all our transactions. Your bank details are encrypted and routed directly to our bank-paying agency, Caisse d'Epargne, bypassing our site. ANIMA VINUM does not store any banking information. In addition, we adhere to the secure payment system "3D Secure" to protect you against fraudulent use of your card when shopping on the Internet.
* What are the possible means of payment to pay for my order?
You can pay for your order with Visa, Visa Electron, Maestro, MasterCard, Carte Bleue and @ Blue Card.
* I have just confirmed my order but payment by credit card was declined, what can I do?
Rest assured, if your payment is declined, your bank account will not be charged by ANIMA VINUM. We advise you to start again. If the payment fails again, please make payment with another credit card.
* My payment has been accepted, but I have not received the invoice. What do I do?
In this case, please contact us by email so we can generate a manual invoice. Beforehand, please check your destination email address. It may be an error resulting in the non-receipt of the invoice. If this is the case, you must go to "My Account" then "My order tracking" and download the invoice for your order.
Ordering and delivery
* How can I track the status of my order?
You can follow the steps of your order in "My Account" then "Order history". The "State" tab lets you know at a glance the status of your order.
You are also informed by email at important stages of your order.
When your order is shipped, we will send you an electronic information letter. The carrier will also contact you to tell you the delivery terms.
* Can I change or cancel my order?
If you have already fully validated your order and paid online and you want to modify or cancel, please contact us by email at email@example.com as quickly as possible. We will make arrangements immediately.
* What are the costs, delays and delivery conditions?
Packages are generally shipped within 2 days after receipt of payment in France. They are shipped via a carrier with a tracking number and delivered with signature. Once the order has been prepared, the carrier sends you a link to track your package online. Shipping confirmation will be sent. Participation in shipping costs includes the costs of preparing and packing and shipping cost. Preparation costs are fixed, whereas transport fees vary according to total weight of the package and destination.
* I wish to make a gift, how do I do this?
Choose the wines you want to offer and add them to your cart. Then when you validate your contact information, give the address of the beneficiary and the personal message you want to deliver.
Then simply enter your own address in "Billing Address" for the bill to be directly addressed to you.
* Can my billing address be different from my shipping address?
Yes, during the validation of your payment, you will have the choice of your delivery address.
* What to do in case of delay with delivery?
Do not hesitate to contact us by mail at firstname.lastname@example.org . We will make the necessary arrangements and get back to you as soon as possible.
* What happens in case of absence during the delivery?
The carrier will contact you for delivery using a different phone number from your confirmed details.
* If my package is damaged when I receive it, what should I do?
Our packages are specifically designed for the transport of wine. We have a very low breakage rate (less than 0.5% of shipments). If the appearance of the delivery still does notseem you fit, refuse the order and notice made specific reservations on the transport explaining the denial. Please contact our customer service within 48 hours by mail at email@example.com stating your Order number and the nature of the dispute. We will take all necessary steps to reship your order at our expense as soon as possible.
* What happens in case of missing items or an error on the order?
Our logistics department ensures thorough compliance with your order. However, if you find an error, contact our customer service immediately at firstname.lastname@example.org we will endeavour to find a solution as soon as possible.
Our wines and their storage conditions
* When I order, where and how are the wines stored?
All our wines are stored in a fully air-conditioned and secure warehouse in the region of Burgundy. Once your order is ready to leave, our carrier collects the wine and transport it your home in optimal conditions.
* One or more bottles are corked or altered. What should I do?
Wine is a living material, which is constantly changing, so it can undergo external changes that alter its taste. In this case, we ask for a declaration regarding the alteration of wine, so we can make a refund. On reception of the declaration, we will refund you within 7 days. However, ANIMA VINUM reserves the right to request the return, at the customer's expense of altered wines to the following address : Anima Vinum 6 rue de Mazeray 21190 MEURSAULT.