FAQ – frequently asked questions


Ordering

1 How do I order from Alfavin?

2  What do I do if I experience problems during check out?

Payment

3  How can I pay for my order?

4  Where do I find my invoice?

5  Is payment secure and encrypted?

Delivery

6   How and at what cost does Alfavin deliver wines to me?

7   How long does it take until Alfavin deliver my order?

8   How do I  get information about delivery time and can how can I change the time of delivery?

9   How can I get my order delivered to another address?

10 Can I collect my order?

11 To which countries does Alfavin deliver?

12 Can I order wines for a later delivery?  

13 What do I do in case of problems with my delivery?

Personal data processing and newsletter

14 How does Alfavin process and use my personal data?              

15 Will Alfavin contact me for marketing purposes?

16 What do I get when I register for the Newsletter?

Prices

17 Is there a separate shop for restaurants and members of the wine trade with reduced prices?

18 Can I order without paying sales tax with an EU VAT Ident nr?

19 Can I order without paying sales tax to countries outside the EU, e.g. Switzerland?

20 Can I get a refund of sales tax if I take wines delivered to Germany outside the EU later?

Returns

21 How can I revoke and return my order?

 

Orders

1 How can I order from Alfavin?

Most of us have ordered online many times but we still get questions about the ordering process on our website occasionally.

1. Open the product listing by using

the magnifying glass icon top right in the black header for an individual search,

     or

via the navigation menu /order champagne/buy wine/new which opens a full listing that can be filtered 

or by clicking a picture of a product group on the welcome pages

 Chose a wine from the listing by clicking it

 2. Place the wine in the cart by clicking it,

     or

 order the item by clicking the PayPal button on the detail page.

 3. Open the small cart (handbag icon in the header) by touching it with the mouse pointer or the bigger cart which provides a better view by double clicking the cart,

      and

click the checkout button in the cart.

 4. Log into your customer account,

      or

  fill in your address and email without registering an account

      or

 fill in these data plus a password to register an account

 5.Chose how you would like to pay for your order in the next step. Carrier: UPS is preselected and there are no alternatives.

 6. Order by clicking the order button on the summary page (next page).

 7. You are then transferred to the order confirmation page and should also receive an email with an order  confirmation that in some exceptional cases may not be delivered due to a software bug.

2 What to do I do if I experience problems during check out?

Typical problems can occur during payment. Especially if you use PayPal without an account, as PayPal allows a maximum of 3 payments with a total of 1500€ without an account. There can also be problems if you give an address that differs from the one you have registered with PayPal.

Please contact us by email [email protected]  in such cases. We can process your order manually and send you a confirmation or invoice for payment.

Payment

3 How can I pay for my order?

By credit card, Amex, Visa or Mastercard.

With Google or Apple Pay

Py PayPal.

To pay by B A N K   T R A N S F E R  before delivery please transfer the order amount to the account indicated on the order confirmation. Please note that Alfavin is the name of our website but the business and the account holder to who payment should be made are in the name of Matthias Moesle.

4 Where do I find my invoice?

Alfavin sends pdf incoices with the "shipped" order status update. 

5  Is payment secure and encrypted?

All your personal data are encrypted with TLS/SLS on your way to the payment provider portal where the elaborate encryption technology of these payment providers guides you safely through the payment process.

Delivery

6   How and at what cost does Alfavin deliver my order to me?

Alfavin delivers with the expensive but in principle reliable parcel service UPS. We can send with your preferred carrier upon request. Please note that we must pass on the extra cost to you. Only by pooling our expeditions with one carrier can we negotiate a favourable rate.

For deliveries inside Germany we invoice you 5,9€ for delivery, while we bear a part of the cost for this service ourselves. Starting at an order value of 300€ deliveries inside Germany are free. For other countries please read the section payment and dispatch.

7   How long does it take until Alfavin deliver my order?

In Germany for orders from Monday to Friday until 12.00 the first delivery attempt is generally made on the following or second workday. Deliveries to Southern Sweden take three to four work days. For deliveries to other areas of Sweden four to five workdays are needed but sometimes more for rural areas. Deliveries to Italy take two to three days, to the South four or five days. Deliveries to Austria take one to two days. Deliveries to most central european countries take two days. In summer Alfavin does not expedite orders on Fridays to avoid storage of parcels over the weekend in circumstances beyond their control. For order on  Saturday and Sunday delivery will generally be on the following Tuesday. For deliveries to Hamburg, Schleswig-Holstein, the eastern Federal States including Berlins and for some rural areas, please add another workday to the above transit times. For deliveries to islands, remote areas in the zones where two work days are standard, delivery can take three or four workdays. During exceptional high volumes, typically before Christmas, and at times when there are exceptional circumstances restricting services like the corona virus restrictions, there may be delays which are hard to predict.

Additionally, to the cellar in Bavaria Alfavin have a reserve cellar in France.

We can arrange express deliveries. However, there are significant additional cost as we do not have such big rebates as on standard deliveries.

8   How do I  get information about delivery time and can how can I change the time of delivery?   

You receive an email from ups, shipcloud who run a delivery processing service or Alfavin with your tracking code. When you click the shipment id next to the UPS logo you are directed to the UPS tracking site which indicates an expected delivery time. Please note that this detailed information is only available once UPS has expedited the parcels from the UPS base to which Alfavin delivers your parcels. UPS generally due the transit scan in the evening between 19.30 and 22.00 when the parcel have been sorted at the base and are expedited.

If you have registered an UPS my choice account, you can influence the delivery time window or redirect the parcel to a UPS parcel shop in your area or to a neighbour. Please note that the drivers are under intense time pressure and especially in urban areas with high traffic volumes these time windows are not always possible to maintain and must be sufficiently large which may block you at home for longer than you find acceptable. A telephone notice from the driver about such delays is in most cases not possible as drivers have many parcels to deliver and cannot ring such numerous customers to notify them about delays. Should you be unable to change the delivery terms on the day before delivery with my choice you can do so after the first unsuccessful delivery attempt. 

9 How can I get my order delivered to another address?

While ordering after you have filled in your main address, you can tick a box "separate delivery address" and register a second address for delivery. There are no restrictions, you can get your parcel directed to another country and delivered to another person.

If you need to change the address after completing your order, please read the 2nd  paragraph under question 8 above.

10 Can I collect my order?

Collection from the Alfavin cellar is not possible.

11 To which countries does Alfavin deliver?

Alfavin delivers to all EU-countries except Greece, Switzerland, Liechtenstein, Japan, Norway, Australia South Korea, Hong Kong, the states of the USA that allow the shipment of alcohol as unaccompanied baggage and Macau.

12 Can I order wines for a later delivery?    

Are your ordering while on holiday or you are moving house soon, but you want to secure a special champagne? You can indicate a later delivery date in the commentary field while completing your order or send a separate email to [email protected] .

13 What do I do in case of problems with my delivery?

Please contact the UPS Helpline 01806 882 663, write to Alfavin under [email protected] or call  +49 176 3700 6335. Alfavin has an account manager at UPS, who has no access to shipment details. So Alfavin needs to follow up your parcels through the helpline or by contacting support by email.

Personal data processing and the newsletter

A detailed explanation how we process and store your personal data, you can find under

https://alfavin.de/data-protection-declaration .

14 How does Alfavin process and use my personal data?                  

your data are stored to process and fulfil your order. Additionally, Alfavin uses them for marketing purposes in the legally possible manner as detailed below.            

15 Will Alfavin contact me for marketing purposes?

Alfavin can only send you emails for marketing purposes if you have specifically agreed to that by registering for our newsletter. Legislation allows us to send specific offers which relate to the wines you have bought from us before or about which you have requested information But Alfavin sends such specific offers extremely rarely as Alfavin does not use marketing algorhythms that generate such offers.

Alfavin may occasionally send you offers by post if you have not specifically opted out of such postal mailings.

16 What do I get when I register for the Newsletter?

When you register for our newsletter, you will receive an email with new offers and information approximately every three months. Please deregister from the newsletter when you no longer want to receive it and to not mark it as spam as that might prevent others who want to read it from receiving it. We promise that you will no longer receive newsletters after deregistering.

Prices

17 Is there a separate shop for restaurants and members of the wine trade with reduced prices?

The Alfavin offer is specifically targeted at private consumers and there is no special shop with reduced prices for commercial customers. For some champagnes that Alfavin imports in great quantities, resellers can enquire about special conditions.

18 Can I order without paying sales tax with an EU VAT Ident nr?

You can order free of sales tax if you provide an EU VAT Id nr during check out. Delivery and acceptance or your tax-free order is subject to us checking the validity of the VAT ident. In some cases, delivery also requires your registration as a warehouse keeper or receiver of excise goods with customs in your country.

19 Can I order without paying sales tax to countries outside the EU, e.g. Switzerland?

For orders with deliveries outside the EU sales tax is deducted from prices during check out. The parcel delivery service pays duties and taxes in your country and invoices these to you.

20 Can I get a refund of sales tax if I take wines delivered to Germany outside the EU later? 

Should you be resident in a country outside the EU but get your ordered delivered to a German address initially, we can refund you the sales tax if you document the export outside Germany with a form that is validated by customs. We can send you such a form upon request. The export has to be completed within three months from your purchase and payment.

Returns

21 How can I revoke my order and return the goods?

Should you decide to revoke the order before delivery the best option is to refuse acceptance of the delivery and send us an email. Any other written form is acceptable and there is no need for reasons or special wording. Within two weeks of delivery you can revoke your order in writing. We will send you a UPS return label and refund you the money within three days from reception and checking of the returned parcel. Please store the wines appropriately before returning them and do not return them during very hot or cold weather conditions. In such cases we will extend the time you have for returning the goods.

 

-