Français
English
Questions about delivery
Which countries are available for delivery ?
Metropolitan France (including Corsica, Monaco)
European Union (Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic)
Europe (Iceland, Liechtenstein, Montenegro, Norway, Switzerland, United Kingdom)
USA (Arizona, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Iowa, Indiana, Kansas, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, Nevada, New Jersey, New York, New Mexico, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Vermont, Virginia, West Virginia, Washington, Wyoming, Puerto Rico)
North America (Mexico, Barbados, Bermuda, Bahamas, Jamaica, Cayman Islands, Canada only Alberta, Ontario, British Columbia and Quebec)
South America (Argentina, Peru)
Middle East (Israel)
Asia (China, Macau, Hong Kong, Taiwan, South Korea, Japan, Singapore)
Oceania (Australia, New Zealand)
What if my country is not available for delivery ?
Contact the chateau directly, we will do our best to find a personalized solution to deliver your wine to the destination of your choice.
How do I track my delivery ?
Throughout the delivery process, you will be notified by email of each step of the delivery.
To track the delivery of your order, contact the carrier at the following address : customers@pelicanairservices.com
How can I find out the customs rules of my destination country ?
To consult the customs rules of your country, use the selection bar of the destination country visible at the home page of the store. The rules are automatically displayed according to the country you select.
How will my wine get through customs in the destination country ?
Pelican Air Services takes care of all the steps for you. At the time of validating your order, depending on the country to which you wish to be delivered, you will be asked to transmit online documents that Pelican Air Services will give to the customs services at the time of the passage of the goods.
What is delayed delivery ?
Delayed delivery allows you to choose a date from which you wish to be delivered.
For example, if you place an order knowing that you will not be present at the time of delivery, you can choose to shift the delivery to a time when you are sure to be present to receive your order.
How do I know the exact day and time of delivery ?
You will be notified by phone and/or email of the exact date of delivery by our carrier.
Questions related to pricing
What are the Duties and Customs Clearance fees for ?
The fees called Duties and Clearance that are displayed in your shopping cart are the fees related to the customs compliance of the goods to the destination country.
These fees depend on the destination country and the level of taxes it imposes to bring in wine directly from France legally.
What are the delivery costs used for ?
The delivery charges cover the cost of transporting the goods from France to the destination country. Depending on the destination, various taxes such as fuel tax may be imposed.
What are the advantages of direct selling ?
Selling directly from the producer to the consumer offers several advantages. The consumer pays for his wine at the property price, the same price he would have paid by coming to the Château to buy it. No intermediaries, no commission on sales. It is the guarantee of a healthy economy between the wine producer and the consumer.
Payment and billing questions
Which payment methods are accepted ?
On this platform, you can pay for your wine by credit card only. The online payment is totally secured and encrypted thanks to the STRIPE system. The following credit cards are accepted: Mastercard, Visa, American Express, China UnionPay (CUP), Discover & Diners, Japan Credit Bureau (JCB).
Who charges me for the wine I buy ?
On the Direct Châteaux platform, you buy your wine directly from the Château producer, so it is the Château that invoices your purchases.
Customer Service Questions
How to contact the château ?
To contact the château directly, click on the "Contact us" button at the store's home page under the welcome message.
Who do I contact if I have questions about my shipment ?
For any questions concerning international delivery, you can write to the carrier at the following email address : customers@pelicanairservices.com
How do I request a refund or return ?
The Customer must return the product(s) complete, unconsumed and unopened, in their original packaging designed specifically for the transportation of wine. The shipment must include the return slip or a copy of the invoice to allow the Seller to identify the origin of the returned products. The return must be made without undue delay and at the latest within fourteen (14) days following the communication by you of your decision to withdraw.
The return must be made to the address of the Seller visible on the invoice.
If the products are not returned within fourteen (14) days following the communication by the Customer of his decision to withdraw, no refund will be possible.
The costs and risks of returning the product(s) remain the responsibility of the Customer. In case of depreciation of the product(s) resulting from handling other than that necessary to establish their nature, their characteristics and the proper functioning of the products, the Customer's responsibility may be engaged.
The Seller shall refund the total amount paid, excluding the initial delivery costs. Unless the Customer agrees to another means of reimbursement, the reimbursement of the Product(s) shall be made according to the initial method of payment used by the Customer at the time of the order, without undue delay and, in any event, no later than fourteen (14) days from the day on which the Vendor was informed of the decision to withdraw. The reimbursement of this sum may however be deferred until the actual recovery of the returned Products or until the Customer has provided proof of shipment of the Product, the date retained being that of the first of these facts.
The Customer is informed that the right of withdrawal cannot be exercised for (i) Products that have been opened or unsealed after delivery and that cannot be returned, in particular for reasons of hygiene or health protection, and (ii) orders for Products that have been customized or specifically requested by the Customer at the time of ordering (special formats, customized packaging, etc.).
For more details, please refer to the general sales conditions here.
How do I modify my order or cancel an item ?
To modify your current order (not yet finalized), click on the cart (icon at the top right of the screen) and then click on "View Cart". In this space, you can add or remove products from your cart.
To modify an order already finalized. Once you have paid for your order, if you wish to retract it, you must contact the château as soon as possible.
If your order is already in the process of being delivered, you have a period of 14 days from the receipt of your order to notify the château of your decision to withdraw. You can then return the products (unopened, unsealed) to the castle, at your expense and being responsible for the risks during transport. Once the products have been returned, the château will refund the products and the initial delivery costs, according to the original method of payment.
For more details, please refer to the terms and conditions of sale here.