Customer Service - Policy
Our Guarantee
If you are not satisfied for any reason, please e-mail us. Be sure to include as much detail as possible, including a photo of the damage, your order information, product/number/code and date of order.
We make no representation as to the legal rights of anyone to ship or import alcoholic beverages. The buyer is solely responsible for shipment of alcoholic beverages to the specified destination. Alcoholic beverages may only be sold or shipped to customers over the legal minimum age requirement of their country.
By placing an order, you authorize us to act on your behalf to engage a common carrier to deliver the order to you and you are confirming that you are legally old enough to buy alcoholic beverages and that you accept the terms and conditions regarding the use of this web site.
If you purchased your product at PortWine.com and the product is not satisfactory you must report it to us by e-mail within 3 days of receipt. Please advise whether you wish to receive a refund or a replacement.
To return an item via parcel post for refund or replacement:
Our selection of products is significant but not unlimited. If an item is no longer available you will be notified via e-mail advising if and when the product will be available. We will refund your credit card if the product becomes unavailable or sold out. Limited quantity products will be sold on a ’first come, first serve’ basis
We will ship your purchase to anywhere a common carrier delivers. We will arrange delivery to your home or office but you will be responsible for any taxes that may occur due to legislation pertinent to your country. The delivery and packaging costs will be charged to your credit card.
All goods should be examined and signed for on delivery and any discrepancy noted on the delivery slip. Any claims for damage or loss of goods in transit must also be notified to our company via e-mail within 3 days of delivery. To e-mail us click here. Please include as much information as possible such as the nature of any defect or damage or the name of any missing items and your order ID.
What is the cost of shipping?
Shipping cost is included in the price of items shipped to Europe, North and South America.
To find out about the cost of shipping to other Continents, please e-mail us :
All our items are shipped directly from Portugal via the Portuguese Post Office "Correio Azul - International" a special priority package delivery program. You can expect to receive your order within 1 to 3 weeks, during normal circumstances.
Taxes and Duties
We will arrange delivery to your destination of choice but you will be responsible for any excise duties, sales tax, etc. that may apply to your country. Please note that any goods returned to us for a refund due to excise duty or VAT being charged will incur a $10.00 handling charge.
We take all necessary precautions to safeguard your information whether it is stored electronically or in paper format. In all cases, information is retained in secure facilities, protected from unauthorized access, and kept only as long as is reasonably required. For example, our electronic files are backed up for redundancy, password protected, and accessible only by authorized employees on a need-to-know basis.
Frequently Asked Questions - FAQ
Is it safe to use my credit card Online?
Yes. PortWine.com now uses the services of ’PayPal’. PayPal is the safer, easier way to pay and get paid online. The service allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information. PayPal has quickly become a global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 17 currencies around the world, PayPal enables global ecommerce by making p ayments possible across different locations, currencies, and languages. PayPal has received more than 20 awards for excellence from the internet industry and the business community -most recently the 2006 Webby Award for Best Financial Services Site and the 2006 Webby People’s Voice Award for Best Financial Services Site. Located in San Jose, California, PayPal was founded in 1998 and was acquired by eBay in 2002.
When will you charge my credit card?
Your credit card will be charged by PayPal when your order is placed.
How will my name or personal information be used?
Respecting and protecting your privacy is very important to us. Any personal information you submit to us by creating a profile or an account will never be sold or shared with any other stores, companies, or visitors.
Do I have to order online?
Yes. We do not accept orders over the phone or e-mails.
How can I save some money?
Becoming a member of the Port Wine Club entitles you to purchase products on sale at the lower membership prices whenever they are available in the store.
Can I cancel or modify an order after it has been submitted?
Orders can only be canceled withing 24 hours of being posted. Please contact PayPal and follow their cancellation policy. Also contact us immediately to cancell yor order.
What if I’m not home when my order is delivered?
We encourage customers to give the address where there will be the best chance in delivering the order successfully. If the receiver is not present when the order is delivered most likely a note will be left indicating where it can be picked up.
Where can you ship?
We will ship your purchase internationally to anywhere a common carrier delivers. We will arrange delivery to the destination of choice but the receiver will be responsible for any taxes or other duties pertinent to your country.
How can a Product be returned?
If you purchased your product at PortWine.com and the product is not satisfactory you may return your item.
How do I contact PortWine.com?
General information: portwine@portwine.com
PortWine.Com Inc.
Toronto, Ontario
CANADA
If you are not satisfied for any reason, please e-mail us. Be sure to include as much detail as possible, including a photo of the damage, your order information, product/number/code and date of order.
We make no representation as to the legal rights of anyone to ship or import alcoholic beverages. The buyer is solely responsible for shipment of alcoholic beverages to the specified destination. Alcoholic beverages may only be sold or shipped to customers over the legal minimum age requirement of their country.
By placing an order, you authorize us to act on your behalf to engage a common carrier to deliver the order to you and you are confirming that you are legally old enough to buy alcoholic beverages and that you accept the terms and conditions regarding the use of this web site.
If you purchased your product at PortWine.com and the product is not satisfactory you must report it to us by e-mail within 3 days of receipt. Please advise whether you wish to receive a refund or a replacement.
To return an item via parcel post for refund or replacement:
- Retrieve the packing list that came with your order.
- Send an e-mail to us with your order ID and the reason for your dissatisfaction to portwine@portwine.com; please include as much information as possible such as the nature of any defect or damage and your order ID.
- Pack and seal your return in the original package and include a copy of the e-mail you sent to us.
- You may use a registered courier of your choice. We recommend the use of an insured parcel service.
- All returns will be refunded to your original purchase credit card except for shipping costs. Replacements will be sent at no extra charge.
Our selection of products is significant but not unlimited. If an item is no longer available you will be notified via e-mail advising if and when the product will be available. We will refund your credit card if the product becomes unavailable or sold out. Limited quantity products will be sold on a ’first come, first serve’ basis
We will ship your purchase to anywhere a common carrier delivers. We will arrange delivery to your home or office but you will be responsible for any taxes that may occur due to legislation pertinent to your country. The delivery and packaging costs will be charged to your credit card.
All goods should be examined and signed for on delivery and any discrepancy noted on the delivery slip. Any claims for damage or loss of goods in transit must also be notified to our company via e-mail within 3 days of delivery. To e-mail us click here. Please include as much information as possible such as the nature of any defect or damage or the name of any missing items and your order ID.
What is the cost of shipping?
Shipping cost is included in the price of items shipped to Europe, North and South America.
To find out about the cost of shipping to other Continents, please e-mail us :
All our items are shipped directly from Portugal via the Portuguese Post Office "Correio Azul - International" a special priority package delivery program. You can expect to receive your order within 1 to 3 weeks, during normal circumstances.
Taxes and Duties
We will arrange delivery to your destination of choice but you will be responsible for any excise duties, sales tax, etc. that may apply to your country. Please note that any goods returned to us for a refund due to excise duty or VAT being charged will incur a $10.00 handling charge.
We take all necessary precautions to safeguard your information whether it is stored electronically or in paper format. In all cases, information is retained in secure facilities, protected from unauthorized access, and kept only as long as is reasonably required. For example, our electronic files are backed up for redundancy, password protected, and accessible only by authorized employees on a need-to-know basis.
Frequently Asked Questions - FAQ
Is it safe to use my credit card Online?
Yes. PortWine.com now uses the services of ’PayPal’. PayPal is the safer, easier way to pay and get paid online. The service allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information. PayPal has quickly become a global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 17 currencies around the world, PayPal enables global ecommerce by making p ayments possible across different locations, currencies, and languages. PayPal has received more than 20 awards for excellence from the internet industry and the business community -most recently the 2006 Webby Award for Best Financial Services Site and the 2006 Webby People’s Voice Award for Best Financial Services Site. Located in San Jose, California, PayPal was founded in 1998 and was acquired by eBay in 2002.
When will you charge my credit card?
Your credit card will be charged by PayPal when your order is placed.
How will my name or personal information be used?
Respecting and protecting your privacy is very important to us. Any personal information you submit to us by creating a profile or an account will never be sold or shared with any other stores, companies, or visitors.
Do I have to order online?
Yes. We do not accept orders over the phone or e-mails.
How can I save some money?
Becoming a member of the Port Wine Club entitles you to purchase products on sale at the lower membership prices whenever they are available in the store.
Can I cancel or modify an order after it has been submitted?
Orders can only be canceled withing 24 hours of being posted. Please contact PayPal and follow their cancellation policy. Also contact us immediately to cancell yor order.
What if I’m not home when my order is delivered?
We encourage customers to give the address where there will be the best chance in delivering the order successfully. If the receiver is not present when the order is delivered most likely a note will be left indicating where it can be picked up.
Where can you ship?
We will ship your purchase internationally to anywhere a common carrier delivers. We will arrange delivery to the destination of choice but the receiver will be responsible for any taxes or other duties pertinent to your country.
How can a Product be returned?
If you purchased your product at PortWine.com and the product is not satisfactory you may return your item.
How do I contact PortWine.com?
General information: portwine@portwine.com
PortWine.Com Inc.
Toronto, Ontario
CANADA