FAQ - Frequently asked questions

 Questions Related to Delivery 

Which countries are available for delivery?

• To view the list of countries we serve, use the destination selector in the top menu bar and on the homepage of the site.
• All serviced destinations are listed there.

What if my country is not available for delivery?

• Please contact us directly. We will do our utmost to find a customized solution to deliver your wine to the destination of your choice.

How can I track my delivery?

• Throughout the delivery process, you will be notified by email at each stage of the delivery.
• For more precise tracking of your order, contact the carrier at the following address: customers@pelicanairservices.com

How will I be notified of the exact day and time of delivery?

• You will be notified by phone and/or email of the exact delivery date by the delivery company.

How can I find out about the customs regulations of my destination country?

• To consult the customs regulations of your destination country, use the country selector bar visible on the home page of the shop. The regulations will automatically display based on the country you select.

How will my wine clear customs in the destination country?

• Pelican Air Services handles all the formalities for you and pays the duties on your behalf. When you confirm your order, depending on the country to which you want the delivery, you will be asked to submit documents online that Pelican Air Services will present to the customs authorities when the goods pass through.

What is delayed delivery?

• Delayed delivery allows you to choose a date from which you wish to receive your delivery.
• For example, if you place an order knowing that you will not be present at the time of delivery, you can choose to defer the delivery to a time when you are certain to be available to receive your order.

 Questions Related to Fees 

What are the purposes of the Duties and Customs Clearance fees?

• The fees called Duties and Customs Clearance shown in your cart are the costs associated with bringing the goods into compliance with customs regulations of the destination country.
• These fees depend on the destination country and the level of taxes it imposes to legally import wine directly from France.

What are the transport fees for?

• The transport fees cover the cost of transporting the goods from France to the destination country.
• Depending on the destination, various taxes such as fuel tax may be imposed.

What are the advantages of direct sales?

• Direct sales from the producer to the consumer offer several significant advantages.
• The consumer pays the wine at the estate price; the same price they would pay if they visited the Chateau to make the purchase.
• There are no intermediaries, no sales commissions. This ensures a healthy economy between the wine producer and the consumer.

 Questions Related to Payment and Billing 

Who bills me for the wine I purchase?

• You purchase your wine directly from the producing Chateau, so the Chateau bills you for your purchases.

 Questions Related to Customer Service 

How do I contact the chateau?

• To contact the chateau directly, click on the “Contact Us” button on the home page of the shop under the welcome message.

Who should I contact if I have questions about my shipment?

• For any questions regarding international delivery, you can write to the carrier at the following email address: customers@pelicanairservices.com.

How do I request a refund or return?

• The customer must return the product(s) complete, unopened and unconsumed, in their original packaging specifically designed for wine transportation.
• The shipment must include the return slip or a copy of the invoice to allow the Seller to identify the origin of the returned products.
• The return must be made without undue delay and no later than fourteen (14) days after you have communicated your decision to withdraw.
• The return must be made to the Seller’s address shown on the invoice.
• If the products are not returned within fourteen (14) days after the customer has communicated their decision to withdraw, no refund will be made.
• The cost and risk of returning the product(s) remain the responsibility of the customer.
• If the product(s) depreciate due to handling other than what is necessary to establish their nature, characteristics, and proper functioning, the customer may be held liable.
• The Seller will refund all amounts paid, excluding initial shipping costs.
• Unless otherwise agreed by the customer, the refund of the product(s) will be made using the initial payment method used by the customer during the order, without undue delay and, in any event, no later than fourteen (14) days from the day the Seller is informed of the customer's decision to withdraw.
• The refund may, however, be delayed until the products are effectively retrieved or until the customer provides proof of shipment of the product, whichever is earlier.
• The customer is informed that the right of withdrawal cannot be exercised for (i) products that have been opened or unsealed after delivery and which cannot be returned for hygiene or health protection reasons, and (ii) orders for products that have been customized or specifically requested by you at the time of ordering (special formats, personalized packaging, etc.).
• For more details, please refer to the General Terms and Conditions of Sale.

How can I modify my order or cancel an item?

• To modify your current order (not yet finalized), click on the cart icon (top right corner of the screen) and then click on “View cart”. In this area, you can add or remove products from your cart.
• To modify an order that has already been finalized, you must contact the chateau as soon as possible once you have completed your purchase.
• If your order is already in the process of being delivered, you have a period of 14 days from the receipt of your order to notify the chateau of your decision to withdraw. You can then return the products (unopened and unsealed) to the chateau at your expense, being responsible for the risks during transport.
• Once the products are returned, the chateau will proceed to refund the products and the initial shipping costs, using the original method of payment.
• For more details, please refer to the General Terms and Conditions of Sale.