I have a problem with my order

What should I do if a product is missing from my order?

We invite you to verify on the delivery note if the missing product(s) was (were) provided with this order.

If the quantity is indicated as "0", it is a product that was not available at the time your order was prepared.

If it turns out that the product is indeed missing, you have a period of 3 days to inform us via the form "You have encountered a problem with your order".

What should I do if I received a broken or damaged product or one that does not correspond to what I ordered?

After having checked the quantity and entirety of the products (pallets filmed with transparent film and guarantee band DOMAINES ET VILLAGES) upon receipt in the presence of the carrier and write your comments on the delivery note that he gives you, you have a period of 3 days to contact us via the form "You have encountered a problem with your order".

1. Fill in the form: click on "Send a request" then select "You have encountered a problem with your order".

2. Send us a copy of the delivery note, as well as photos of the products to show the deterioration and/or describe the products received.

What if I am not satisfied with the quality of the product?

Wine is a living product. If upon opening the first bottle, the wine presents a defect (corked bottle, sourness, smell...), we invite you to re-cork the bottle and not to open other bottles unless invited by our services.

The most common problems can be :

• Tast of cork: this problem is very rare on our products because we use mostly corks (or equivalent) guaranteed without cork taste.

• Sour: we use this term for a wine that has evolved towards vinegar.

• Tartar: often considered as a defect whereas it is a natural evolution of the product. It is an insoluble compound (called deposit in the common language) which does not present any organoleptic disadvantage for the wine.

Contact us via the form "You have encountered a problem with your order".

1. Fill in the form: click on "Send a request" then select "You have encountered a problem with your order".

2. Explain precisely the reason for the return and the defects affecting the product.

3. Return the products to : After-sales service DOMAINES ET VILLAGES - 54, Route de Pouilly - 69400 PORTE DES PIERRES DOREES. We invite you to keep the proof of sending which may be requested to proceed with the reimbursement of return costs if necessary.

• If the product is declared compliant by DOMAINES ET VILLAGES, the shipping costs are at your expense.

• If the product is declared defective by DOMAINES ET VILLAGES, the return costs are reimbursed by DOMAINES ET VILLAGES upon presentation of the corresponding receipt. The products declared non-compliant or defective will be replaced by equivalent products or of equivalent quality and price, or will be refunded.

Other cases

No other return than those specified above will be accepted.

For any request, we invite you to send us the form "A question to ask us?" specifying your request within a maximum of 3 days following the reception of the products.

After prior agreement from DOMAINES ET VILLAGES and acceptance of the return by our services, you have a maximum of 2 weeks to return the products at your expense in perfect condition. After this period, we can not give a favorable response to your request.

Upon receipt of the products and after investigation by our services, if the return is justified, we will proceed with your refund.