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Home / F.A.Q. (Frequently Asked Questions)
F.A.Q. (Frequently Asked Questions)

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F.A.Q – most frequently asked questions Find the answer to your question here! If you cannot find your question, please contact customer service by email or to our Hotline 033762 80 88 70 (from Monday to Friday 9:00 a.m. to 16:00 (04:00 p.m.)).

The FAQ by topic at a glance:


Do I have to register in advance for an order?
No – you can also order as a guest.
Is there a minimum order value or a minimum order quantity?
No – there is no minimum order value and no minimum order quantity.
Do I get an order confirmation?
Yes, you will receive an order confirmation by email immediately after placing your order. If this has not happened, please contact our customer service.
How high are the shipping costs and from what value of goods do I receive my order free of charge?
The shipping costs are € 5.90. From an invoice amount of 100 € we deliver “Free domicile”.
Can I change or cancel my order afterwards?
As long as you have not yet submitted your order, you can add or remove products from your shopping basket at any time. Of course, you can also change the selected quantities at any time until then. No changes can be made after completing the order. Please contact our customer service to have your order canceled.


What payment options do I have?
You can pay via PayPal, credit card or direct debit.
Payment by PayPal
PayPal is the online payment service for secure, simple and fast payment in online shops – and it’s free of charge:

  • Secure: Your bank or credit card details are only stored by PayPal. This means that this information is not resent via the internet for every online purchase.
  • Simple: You pay for each purchase in two clicks because you use the bank and credit card details stored by PayPal.
Payment by credit card
We accept Visa and MasterCard. Your credit card will only be charged once your order has shipped. When ordering, the invoice amount is reserved – this process is called authorisation. Such checks are made to determine if the card is valid and if the available credit is sufficient. If you are returning one or more items, we will refund the value of the returned items to the previously charged credit card, once we have processed the return. Please note that the time taken for the refund to be credited to your account depends on the card.

Important information on security: If your credit card has been used fraudulently by unauthorised persons, you can lodge a complaint with your credit card company. Utmost security: We use state-of-the-art SSL encryption to guarantee the security of your personal information in the checkout area of our online shop. For credit card payments, we also use the mandatory security code (CVC2 or CVV2 number) to protect your entire transaction. Good to know: These numbers are not encoded on the magnetic strip of your credit card and do not appear on the payment receipts. For Visa and MasterCard, the security code – a three-digit number – is located on the top right-hand side of the signature strip.

Where can I redeem my vouchers?
To redeem a voucher, add at least one item to your shopping cart. There you will find the “Redeem voucher” area below the items you have ordered. Here, please enter your personal voucher code in the “Voucher code” box and then click on “Add”. Your voucher value will now be deducted from the total and the savings will be displayed below your updated shopping cart value. You can then complete your order by clicking on “Checkout”.

Note: Please note that the voucher codes can only be redeemed in our online shop

Can I redeem multiple vouchers at the same time?
No. Only one voucher can be redeemed per order.
I forgot to redeem a voucher with my order. Can I redeem a voucher retrospectively?
Unfortunately, no. Unfortunately, it is no longer possible to redeem vouchers after completing an order. Of course, you can redeem your valid voucher code for your next order.
What types of vouchers can I redeem?
There are basically two types of vouchers that can be redeemed at campaign vouchers and percentage vouchers. Promotion vouchers have a fixed monetary value (e.g. 10 euros discount) and are tied to a certain minimum order value (e.g. 50 euros).

The other type of coupons are percentage coupons. These differ from campaign vouchers in that the actual voucher value is determined based on the shopping cart value. Wines labeled “Weinfreunde Selektion” are generally excluded from discounts through vouchers.

Note: Both campaign and percentage vouchers are only counted towards the value of the goods, but not towards shipping costs. Depending on the voucher, both campaign and percentage vouchers are only valid for certain items. Please note the information on the respective vouchers.

Where can I find the invoice for my order?
The invoice will be sent to you by email as soon as the goods have left our warehouse.


Do I get a shipping confirmation?
As soon as your goods are on their way (have been dispatched), you will receive a dispatch confirmation by email, which also contains the customer invoice.
How much are the shipping costs?
The shipping costs are € 5.90. From an invoice amount of 100 € we deliver “Free domicile”.
With which provider are the parcels sent?
We send all packages via our logistics service providers Hermes and DHL.
How can and where can I track my shipment?
You can track your shipment using your shipment number under the following link: Simply enter your shipment number in the field provided and you can see where your package is currently.
Is it also possible to ship abroad?
At the moment delivery is only possible within Germany.
How long will it take for my order to arrive?
The Delivery time 2-3 working Days after receipt of the order.
Can I have my order delivered on the date of my choice?
No, unfortunately we are currently unable to accommodate your preferred dates.
What can I do if I have received an incomplete delivery?
Please send an email to stating your order or invoice number and the missing items.
Is express delivery possible?
No – express delivery is currently not possible.
Can I deliver to the DHL Packstation?
Sending parcels to packing stations is not possible due to the age-related check. Accordingly, from now on:

  • Desired storage location;
  • Delivery to the neighbor.

Returns & Refunds

How are the returns processed?
We offer you an unrestricted right of return for 30 days and free returns. Upon request, you will receive a return slip and label from our customer service, which you should enclose with your return or label the return package with it. You can hand in the return package at any DHL branch. After receipt and successful checking of the return, you will be credited the invoice amount again.
Where should the returns be delivered?
Please use the following address for returns:
Vinofan Depot
Straße der Freiheit 54
15738 Zeuthen
What do I do if I don't like the wine?
Please contact our customer service.
How can I make a complaint about an item?
Transport come. In such cases, please contact us immediately. Obvious transport damage should be reported immediately to the deliverer ( German postal service/ DHL / Hermes ). Please then inform of any transport damage found and send us the following documents by email to for an individual check:
– A brief description of how the defect / defect arose.
– Four to five meaningful pictures of the article. The defect must be clearly visible on at least one picture. You can send us your photos in ZIP- , RAR- , or JPEG- format in an email send. After receiving the photos, your request will be checked as soon as possible and you will receive a response from us within a few days.
How do I get my money back?
As soon as we have received the return and checked it, we will refund you the corresponding amount. The refund will be made within 14 days of receipt of the return using the payment method you selected.