FAQ

1. Service description

The purpose of the website www.rouvaliswinery.gr is to display, promote and sell selected products and services, aimed at wine lovers and friends of the Rouvalis winery.

2. Ordering products and services

2.1. How to order products and services from the website www.rouvaliswinery.gr?

Ordering selected products and services is done through the website www.rouvaliswinery.gr by selecting Wine Shop, which operates 24/7, every day of the year.

2.2. How do I go about ordering products and services from the website www.rouvaliswinery.gr?

Freely visit the website www.rouvaliswinery.gr and choose the products or services that interest you. Then, go to the description page of the product/service and from there, add to the Cart. If you wish to proceed with other purchases add them to the cart, choosing Continue Purchases. Otherwise, go to check-out.
To pay for your order, you go to a safe, certified link, which asks for dispatch details, as well as means of payment.

2.3. How do I go about sending a present to someone?

If you wish to send products to another recipient and to a different address, go to Complete Order and fill in details of payment and the address to which you wish the product to be sent. Also, fill in the name of the sender, the name of recipient and optionally a message to the recipient. In this case, the address of the recipient of the product will be different from the address to which the invoice should be sent.

2.4. Can I have orders sent abroad?

Unfortunately, this is not possible. Contact us at +30 26910 29415 or by e-mail at info@rouvaliswinery.gr, to give you details of how our products can be obtained outside Greece.

3. Charges / Methods of payment

3.1. How can I pay for the products and/or services I have ordered?

The ways of paying for my order are:

• With credit/debit card
Assuming that you have a credit/debit Master or Visa card, by filling in the details of the card (CVC/CVV, name, etc.), you can pay the full sum of your order with absolute safety.

• By depositing the money in a bank account
You can transfer the amount of your order, which includes the cost of dispatch, into one of the two (2) company accounts, within five (5) days after submission of the order, otherwise it will be considered cancelled.

The bank accounts are as follows:

NATIONAL BANK OF GREECE IBAN: GR57 0110 3040 0000 3044 7009 538
EUROBANK IBAN: GR92 0260 1520 0006 1020 0819 083

The money that will appear in one of the above accounts must be the exact amount that is shown at the end of the order. You can either write your name where it says reason for deposit on the bank transfer, or send the deposit receipt to the e-address info@rouvaliswinery.gr, noting the name of the person in whose name the order was made. The order is prepared for dispatch as soon as the money appears in one of the company’s accounts.

• Through PayPal
PayPal is an online payment service, with which you can transfer money easily, quickly and safely. The PayPal account functions as an online bank account. Once you have completed payment, the money automatically appears in the company’s PayPal account, allowing the order to be expedited.
If you do not have a PayPal account, you can create one free by following the steps described in the PayPal web page.

3.2. How is the cost of the order arrived at?

The cost of each order depends on the price of each product (including VAT), as well as delivery destination. For orders over € 200,00 shipping is free.

4. Deliveries / Dispatch of products and services / Shipping costs / Other expenses

4.1. Dispatch and receipt of products and services

4.1.1. How are the orders dispatched?

Orders are dispatched via the courier service TNT. In cases where weather conditions are unsuitable for the shipping of wines (heatwave or ice) there is a possibility that the dispatch may be postponed, having first received the approval of the customer, to ensure that the products reach the consumer in perfect condition.

4.1.2. How long will the order take?

Delivery of orders overland usually takes 5 days. To island destinations or not easily accessible regions, it is likely to take longer.

4.2. Return of products

4.2.1. In the event of the product received being different from the item and/or quantity ordered, what must I do?

In the event of your receiving a product or quantity other than that stated in the order, you can return it to be checked and the mistake to be verified, attaching all necessary documents, e.g. receipt of purchase or invoice. As long as you adhere to the specified method of returning the products to the company, the cost of returning and dispatching the product to the customer will be borne by the company.

4.2.2. In the event I receive a defective product, what must I do?

Products sold through our website have been carefully checked and are in perfect condition. Furthermore, the products are stored and preserved with strict adherence to required protocols. If any product is considered to be defective by the customer, it can be returned to the company, at the latest within seven days after receipt, so that the defect can be checked and verified. All necessary documents must be attached, e.g. receipt of purchase. The cost of returning the product, as well as the cost of dispatching the replaced product, is borne by the company. Once the defect has been verified, the product is replaced. If the product cannot be replaced by the company, the transaction is cancelled and the money returned to the customer in the same way the money was initially paid to the company. In the event of the products being returned in a damaged or deficient state, the company has the right not to replace them and/or return payment.

4.3. The right to retract

4.3.1. Conditions and prerequisites to exercise the right to retract

If you are a physical person (consumer) and your purchase is destined exclusively for personal use, you have the right to withdraw from the purchase and return the product, by your own means and at your expense, without stating the reason, within a period of 14 calendar days after delivery of the product to you. The right to cancel an order is possible, as long as the product is in its initial state and packaging, which must not be damaged or deficient or worn, and as long as your declaration takes place before a lapse of 14 days after delivery of the product to you.
In the event of the product losing its value due to poor handling, which may not be obvious from a preemptory examination of the product, you will have to compensate for the loss of its value, which will be subtracted from the price, about which you will be informed, before the credit process and return of money is completed.

4.3.2. Checking and return of money

As long as the product is dispatched to us within the stated time, and has been checked and verified to be in good condition according to the above, we will return the money you have paid for the product in full, in the same way you paid for it, as long as the necessary bank actions are complete, at the latest within 14 days after the day you sent the declaration of withdrawal to us.

4.3.3. Exceptions from the right of withdrawal

The right of withdrawal does not stand in cases specified by law, such as e.g. products that have been manufactured for you according to your specifications or are clearly customized (special label), products that are not suitable for return for reasons of health or hygiene, as they have been unsealed or an attempt to unseal them or other intervention has taken place or for products that might deteriorate or are about to expire.

5. Contact

5.1. How can you contact us?

5.2. What hours can you call us?

The call center at the Rouvalis winery operates from Monday to Friday 08:00-16:00.