Frequently Asked Questions

Ordering and Payment

How can I place an order?

You can place an order online through our webshop or by emailing directly to info@elvama.be.

What are the payment options?

Currently, payment is only possible via bank transfer. You will receive a payment invitation personally after we have checked your order. Please note that it may take 2 business days before you receive the payment invitation.

Why can't I pay immediately upon ordering?

We always strive to keep our website up-to-date, but to avoid situations where you pay for a wine that is out of stock or has changed vintage, we always verify the order first.

I haven't received a payment invitation after 2 business days - what should I do?

Please contact us directly at margaux@elvama.be, and we will investigate the issue.

Shipping/Pickup

What are the shipping costs within Belgium?

Shipping is free for orders over €250. For smaller orders, there is a shipping fee of €10.

What are the shipping costs within Europe?

Please find below a list of all shipping options and prices, which are fixed:

Denmark - €30.00

Germany - €21.00

France - €30.00

Luxembourg - €21.00

Netherlands - €21.00

Austria - €30.00

Shipping to other countries within the EU is possible, for which a separate quote will be provided. Please contact us for details.

What is the delivery time?

Within Belgium, the delivery time is 3 to 10 business days after payment of the order. We always strive to ship as quickly as possible. If you require urgent delivery, please contact us, and we will do our best to accommodate your request.

How is the delivery carried out?

We sometimes handle deliveries ourselves, in which case we will personally contact you to arrange a delivery time. Additionally, we work with DPD and Transforce for deliveries. You will receive a tracking link to monitor your delivery. Delivery is made after payment of the order.

Can I pick up the order myself?

Yes, orders can also be picked up free of charge at Beversesteenweg 622, 8800 by appointment.

Returns

Can I cancel my order?

You can cancel your order by contacting us at margaux@elvama.be. If the order has already been shipped or delivered, you will be responsible for the return costs.

Can I return my order?

You have a 14-day right of withdrawal from the day of delivery. If you return the order within 14 days, including shipping costs, will be refunded. The order must be returned no later than 14 days after notification of return to Elvama BV, Beversesteenweg 622, 8800 Roeselare. Return costs are borne by the customer. We do not accept returns of opened products.

Wines and products with expiration dates will not be accepted for return after the 14-day right of withdrawal. Other products will be accepted for return up to 30 days after delivery. From 15 days after delivery, only the order excluding shipping costs will be refunded upon return. Return costs are borne by the customer.

Complaints

I have a complaint about my order, what should I do?

Complaints or disputes must be reported within 14 days of delivery by emailing margaux@elvama.be. If the complaint is found to be valid, Elvama's liability is limited to the exchange of goods.

A bottle of wine is corked, what should I do?

We always exchange a corked bottle of wine. Contact margaux@elvama.be to arrange the exchange.