Frequently Asked Questions
Shipping
To which countries do you ship?
To all European Union countries except for the United Kingdom, due to the current Brexit situation.
Do you deliver throughout all of Spain?
We deliver throughout mainland Spain and the Balearic Islands.On what days and times do you deliver orders?
It depends on the type of delivery and the transport company, but in general, almost all deliveries are made on Monday to Friday from 9am to 7pm.What are the shipping costs?
Shipping costs are automatically calculated according to the destination and the total amount of the order. The shipping costs will be detailed throughout the purchasing process and can be reviewed before finalising the purchase. For full details of the shipping costs you can read our General Terms and Conditions.Do you offer free shipping above a certain amount or number of bottles?
Depending on the offers and promotions available at the time you make your purchase, but you will always be informed before you complete the purchasing process. As a general rule, shipping costs to mainland Spain are free above €120. For other destinations you can check the details in our General Terms and Conditions.How can I track the delivery of my order?
You will receive an email from our account cuentanos@15bodegas.com with the shipping details and you will be able to track the delivery.What is your delivery timeframe?
Delivery times depend on the destination. We deliver within 24-48 business hours to all of mainland Spain and within 48-72 business hours to the Balearic Islands. For international destinations you can check the delivery times by country under the Shipping Conditions section of our General Terms and Conditions. In some places the delivery time may be a little longer, in any case, you will always see it clearly indicated throughout the purchasing process and in the e-mail confirmation of your order.Wih which transport companies do you work?
We currently work with SEUR.What happens if I am not at home when the order arrives and the carrier contacts me to make the delivery?
The transport company will send you a tracking e-mail with the delivery date. They are not required to contact the recipient by telephone beforehand, but if there is no one at the destination, they will leave you a "delivery attempt" note with the delivery alternatives. If you have any doubts, please contact us. It is better to handle complaints through our Customer Service than with the transport company directly.Does the recipient have to pay anything at the time of delivery?
No, the recipient does not have to pay anything at the time of delivery. The shipping cost includes transportation, packaging, and insurance.What kind of packaging do you use?
We use our own packaging specially designed for the transport of bottles. It consists of a reinforced cardboard box with individual inner cardboard protectors. It protects the bottles against possible impacts, including against one another, and allows us to have one of the lowest breakage rates in the industry (less than 1 bottle per 1,000 shipped). All of our crates are made from environmentally-friendly materials.Can I send my order to a hotel or tourist accommodation?
Yes, of course you can. In the "Company" field you must enter the name of the hotel/accommodation and, along with the address, the room number if available. We advise you to inform the hotel that they will be receiving a delivery from 15 Bodegas for the guest.Can I send my order to a hospital/clinic?
Not all hospitals/clinics accept packages, you must first confirm with them that they do. You should also bear in mind that, in general, hospitals/clinics require you to leave your order in the parcel room, they do not deliver it to rooms or offices. If you want to send a gift to a doctor/nurse, we recommend that you send it to their home address to avoid possible losses and delivery delays.Can I ask for the bottles to be sent to me in the original wooden box?
Wooden cases are not suitable for shipping bottles as they are not approved packaging and are therefore excluded from insurance in the event of breakage. That is why we ship in cardboard packaging, which guarantees the safety of the package and, in case of breakage, is covered by the insurance. If the order includes a wooden case, it will be placed inside the cardboard box for your safety.I received a product that is different from the one I ordered or in poor condition, what should I do?
Contact our Customer Service Department: send us an e-mail at: cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9am to 5pm) and explain what has happened and we will replace your product as soon as possible, or refund it if you prefer. You will not have to pay an additional cost for this service.What happens if a bottle breaks in transit?
We use packaging specially designed for the transport of bottles to protect them against possible impact. Even so, if your order suffers a breakage during transport, we will notify you and arrange for a replacement to be sent immediately. If you detect the breakage after delivery, please contact us through our Customer Service: send us an e-mail at cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9:00 to 17:00h) and explain what happened and we will replace your product as soon as possible, or refund you if you prefer. You will not have to pay any extra cost for this service.
What to do in case of late delivery?
Contact our Customer Service Department: send us an e-mail at cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9:00 to 17:00h) and tell us what happened.
Purchasing Process
How can I make a purchase on the 15 Bodegas website?
It's very easy! Just follow these steps:
1. Select the items you wish to buy and add them to your basket.
2. Click 'Checkout' in the basket.
3. You can order as a registered user or as a guest, without registering.
4. Fill in your delivery details. By default the same are selected for billing, if you need others you must unclick "Same billing address" to enable the fields.
5. Choose the shipping method. At this point you can also include a "Gift message" or give "Shipping instructions".
6. Select the payment method.
7. Confirm your order.How do I register?
On the home page, in the top right corner click on "Login", under "New customers" create an account, fill in your details, accept the Terms and Conditions and click "Create account". You are now registered!How can I modify or cancel my order?
If you have just confirmed and paid for your order and wish to modify or cancel it, please contact our Customer Service Department: send us an e-mail at: cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9am to 5pm) and tell us what has happened.
Is it possible to place mixed orders, combining different products within the same order?
Of course! You can select all of the wines you want from different brands or wineries and we will always show the order's expected date of delivery in the checkout process.Do I have to order a minimum number of bottles?
No, you can order the quantity of products you want.Do I need to register in order to make a purchase?
No, you do not need to register in order to make a purchase, you can order as a "Guest". However, we recommend that you register to be able to access your personal information in "My Account", and there you will see your order history.
What payment methods do you accept?
You can pay for your orders by credit or debit card (Visa and MasterCard) or by bank transfer, whichever is more convenient for you.Is the payment system secure?
15 Bodegas uses a secure payment system with SSL standards, the most secure encryption protocol used in the world. Your bank details are encrypted directly and sent to our bank without going through our website. You are fully protected.I have a discount code - how can I redeem it?
Once you have selected the products you wish to buy and you have completed your shopping basket, you will see your order summary and will be asked, "Do you have a coupon or gift card?". You must enter the promotional code you have in this box.Can you prepare my order as a gift?
Yes, we can. Wine is always a very good gift option. We do not gift wrap because the paper could break during transport, but for all of your purchases we give you the option of sending a personalised message to the recipient inside the package. We also have wooden cases for several of our bottles, which you can add during the checkout process, so that your order will be beautifully presented.Can I attach a gift message to my order?
Yes. During the final checkout process, we will ask you if you would like to add a gift message. In this field you must enter the message you wish to send and we will print it on a card that we will include in your order. We recommend that you sign the message with the name of the person or company giving the gift, as we do not put any information about the sender of the order.How do I know if my gift has been received by the recipient?
We will send you an e-mail when your order has left the warehouse and you will receive another e-mail when the order is delivered.
If I order a gift, is there an invoice attached?
No, all deliveries are always accompanied by a delivery note which does not include a price.Can I send bottles to a different address from the one registered?
Yes. You must tell us the complete delivery address at the end of the purchasing process, and it can be different from another order you have placed.Can I get an invoice in my company's name?
Yes, during the checkout process we will ask you if you want an invoice and you will have to provide us with your invoicing details.Will I receive the product with the same label I see on the image on the website?
Yes, we update the photos on our website every time there is a change in the design of the labels and formats.Do you have special gift packs?
Yes, we have different gift box and gift set options, you can find them in the section " Gift packs and boxes". We also give you the option of buying the bottles and accessories, combining them as you wish and including a personalised message for the gift. Also, if you are thinking of giving several people or collaborators a gift, you can contact our Customer Service Department by sending an email at: cuentanos@15bodegas.com and we will advise you of the many options we have.
Are there any bottle packs with discounts?
Yes, there are several packs of wines and accessories with discounts and offers, you can check them out in the "Gift packs and boxes" section. You will recognise them because all of the discounted packs are labelled with a message about corresponding promotion.
Returns policy
Contact our Customer Service Department: send us an e-mail at: cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9am to 5pm) and explain what happened and we will process the return of your order as soon as possible or refund it if you prefer.
Privacy and Data Policy
I want to unsubscribe from the 15 Bodegas database, how can I do this?
You can unsubscribe from your user account at any time. Contact our Customer Service Department: send us an e-mail at: cuentanos@15bodegas.com or call us on +34 935 051 515 (Monday to Friday from 9am to 5pm.) and we will cancel your subscription as soon as you inform us of this.
I don't want to receive promotional information from 15 Bodegas, how do I do this?
You will not receive any promotional information from 15 Bodegas without your prior consent. If you have received something and you want to unsubscribe, you can do so by contacting our Customer Service Department: send us an e-mail at: cuentanos@15bodegas.com or call us at +34 935 051 515 (Monday to Friday from 9am to 5pm) and we will cancel your subscription as soon as you inform us of this.How can I edit my personal data?
You can change your details at any time in the "My Account" section.
How will my registration data be treated?
All of the personal data you provide us with will be included in a personal data file, created and maintained under the responsibility of 15 Bodegas, in compliance with the Organic Law 15/1999 on the 13th of December, on the Protection of Personal Data.I have forgotten my password, how can I recover it?
You can recover it by entering the "My Account" section, and redirecting yourself to the link "Have you forgotten your password?". Then you will have to fill in the corresponding form and you will receive an email with all of the information you need in order to recover it. If you do not receive this e-mail, please contact our Customer Service Department: send us an e-mail to:cuentanos@15bodegas.comor call us at +34 935 051 515 (Monday to Friday from 9am to 5pm).
COVID-19
What security measures is the transport company taking against COVID-19?
All transport companies working for us provide masks, gloves and disinfectant to all of their staff. For all deliveries, the recipient's name and ID can be provided, without the need for contact with the carrier.