Help

My account

If you have any questions, we invite you to consult the frequently asked questions from our customers or to contact us directly through the channels indicated below.

How do I unsubscribe?

If you cancel your account all your personal data will be deleted and you will lose the history of your orders with us. You can request this management through our Customer Service channel at contacto@dealturawines.com.

How do I register on the website?

To register and receive our exclusive offers we just need you to fill out a simple questionnaire with your email address. There is no cost or commitment to purchase. You can register here.

My order

How can I make a return?

Within our 100% Satisfaction Guarantee, at DE ALTURA you have 30 calendar days from the reception of your products to request their return.

All you have to do is contact us by e-mail at contacto@dealturawines.com, indicating your order number and the products you wish to return.

You must return the units of the product that have not been tasted in perfect condition (not damaged, soiled or opened), properly protected and, ideally, in their original packaging. After verification by our team of the good condition of the products, we will refund the amount corresponding to the returned units within a maximum period of 10 calendar days, in the same payment method you used for your initial purchase.

Finally, we inform you that the return transport costs must be paid by you. Otherwise, we will refund the part corresponding to the returned products minus the cost of transport.

How can I get an invoice?

You should know that we do not include invoices in shipments. By logging into My Account > My orders you can see the history of your purchases in DE ALTURA. By clicking on the link “REQUEST INVOICE” you can request your invoice which will be sent to you within 48hrs.

How can I change the delivery address?

If the order is in process and you want to change the delivery address for any reason, please contact us immediately through our Customer Service channel at contacto@dealturawines.com.

We also remind you that you can manage your delivery addresses in My Account > My Addresses. In step 2 of the checkout process you can choose from the addresses saved in My Account.

How can I modify or cancel an order?

Have you changed your mind? No problem, please contact us immediately through our Customer Service channel at contacto@dealturawines.com.

What should I do if the packages are wet or show signs of damage?

If at the moment you receive your order you find the box damaged or signs of breakage, you must refuse the order, take pictures of it and contact us through our Customer Service channel at contacto@dealturawines.com.

What do I do if the shipment is incomplete?

If at the moment of opening your order you find that products are missing, take pictures of them and contact us through our Customer Service channel at contacto@dealturawines.com.

Can I pick up my order somewhere?

Depending on the carrier chosen, you have the option to pick up your order at the agency that corresponds to you. Also, if you prefer, we can refer your order to the collection point closest to your home. The collection points are usually neighborhood stores such as newsstands, stationers, florists, etc… with extended opening hours. Many are also open on weekends.

What should I do if I was absent at the time of delivery?

Don’t worry, DE ALTURA will try one more time. If your mailbox is accessible, the delivery person will leave you a note with contact details to reschedule the delivery. In any case, you can contact us directly through our Customer Service channel at contacto@dealturawines.com.

If you are absent for a second time, your package will wait for you at the nearest post office for 15 days before being returned.

What is the status of my order?

At DE ALTURA you will have visibility of the status of your order from the moment you finalize the purchase, from its preparation to its final delivery at your home. You will receive emails with tracking links to consult the history of the status of your order, and if you have any questions you can also contact us through our Customer Service channel at contacto@dealturawines.com.

Even so, we remind you that from the section My Account > My orders you can have the details of the status of your purchases.

Transportation

Is it possible to place assorted orders, combining different products in the same order?

Of course! You can select wines from any section of our catalog, and in the purchase process we will always indicate the delivery date of your order depending on the products chosen.

What days and times do you deliver orders?

It depends on the type of delivery and the transport company chosen. In general, delivery drivers start at 9:00 am and finish around 7:00 pm, Monday to Friday. If you need flexibility, choose delivery to a pick-up point. Pick-up points are usually neighborhood stores such as kiosks, stationers, florists, etc… with long opening hours. In addition, many are open on weekends.

What happens if a bottle breaks in transit?

We use a packaging specially designed for the transport of bottles. It protects the bottles against possible impacts even among them and allows us to have a very low breakage rate.

Even so, if your order suffers a breakage in transport, we will notify you and we will manage the shipment of the replacement immediately. If you are the one who detects the breakage after delivery, please contact us through our Customer Service channel at contacto@dealturawines.com.

What are the shipping costs?

As a general rule, shipping costs are automatically calculated according to the destination and the number of products purchased. These are detailed throughout the purchase process and can be reviewed prior to the completion of the purchase.

For mainland Spain, shipping costs are currently free for orders over 200€. For orders below this amount, the price varies according to the number of bottles in the order.

For all other destinations we invite you to consult point 3.2 of our General Terms and Conditions.

What are your delivery times?

Shipping times depend on the destination and the section in which you have purchased.

If you have purchased a product from our catalog, we deliver in 2-4 working days. This can be extended up to 7 days for orders outside mainland Spain. For international destinations, you can check delivery times by country in the Shipping Conditions section of our General Terms and Conditions.

What types of delivery services do you offer?

We currently offer two types of delivery: home delivery or pick-up point delivery.

Do you deliver throughout Spain?

Yes, we deliver to mainland Spain and the Balearic and Canary Islands, except Ceuta and Melilla.

Buy

How can I place gift orders?

If you are looking for gift ideas, we invite you to visit our gift section.

If you simply want to add a personal message to your order, just check the “Add message” box at the checkout step of the checkout process. We will include a card with your order and print your personal message on the delivery note. Please note that the recipient of your gift will never receive the invoice.

Is there a minimum number of bottles to be purchased?

At DE ALTURA there is no minimum or maximum purchase. All our wines can be purchased by unit. You can also add to your basket products from our Private Sales as well as from our catalog.

What payment methods do you offer?

You can pay by credit card (Visa, MasterCard, Amex etc.) or Paypal. If you prefer to do it by bank transfer, please contact our Customer Service channel at contacto@dealturawines.com.

Do I have to register on the website to purchase?

Yes, to make a purchase on our website you just have to register from a simple form. It is free and does not involve any commitment to purchase. You can register here.

You can also register from the checkout page at the time of checkout.