FAQs

PURCHASE

What steps do I have to follow to place an order?

Purchasing at SIVINUM is very simple, you can start by taking a look at our catalog of products or search directly what you are looking for. Select the products you want to buy and add them to the basket. Once you are ready to proceed to checkout just click on the basket and then “Proceed to Checkout”. If you have a coupon code add it before clicking “Proceed to Checkout”. Finally, just indicate your personal and bank details to finalize your order. You will get a confirmation page once the order has been placed.

Do I need to create an account to be able to order?

Yes, it is necessary to have an account to order in SIVINUM. By having an account you will be able to see all your previous order and save your personal details so you do not have to input them next time.

Can I make an order as a gift?

Yes, of course. The only thing you have to do is to select “Send to another address” in the checkout process and include your message in the Additional Information field. Don’t worry, the invoice will not be included in the shipment.

I have a coupon code, how can I redeem my code?

To redeem your code, you just need to introduce it in the coupon code field that you will find in the basket page. Once introduced the code, click on “Apply Coupon” and you will see it applied in the basket.

If the code cannot be applied can be due to different reasons. The code may not be valid anymore, or you haven’t reached the minimum order or the code cannot be applied to the products in your basket. The limitations and conditions of each coupon code will be always specified in the website or promotional material.

Can I buy something that is not available in the shop online?

If you are looking for a product that we do not have, contact us at support@sivinum.com and we will try to find it for you.

SHIPPING

Which countries do you ship to?

We ship to Spain Peninsula and Balearics, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Estonia, France, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, United Kingdom.

The following territories are excluded: Canary Islands, Ceuta, Melilla, Corsica and Sicily.

How much are the shipping costs?

The shipping costs are calculated depending on the weight and destination of the order. Check the following link the see the shipping costs.

Do you offer free shipping?

Yes, depending on the order quantity.

Free Shipping

  • Spain: 60 €
  • Germany, Zone 2 and 3: 100 €
  • Zone 4: 150€
How long will my order take to arrive?

Here are the delivery times:

  • Spain: 1 – 2 business days
  • Europe: 3 – 5 business days
With which shipping companies do you work?

In Spain we work with SEUR and MRW. In Europe we work with DHL.

What type of shipping packaging do you use for wine orders?

It is very important for us that your shipment arrives to you in perfect state, that’s why we use high quality packaging to protect your orders. In the case of wine orders, we use a specific packaging to ensure that the glass bottles arrive in without any damage.

At the time of delivery I was not at home. What should I do?

The delivery person will leave a notification of abscence and will try to make a second delivery. For order outside Spain, there will be only 2 delivery attempts and the shipment will only be stored 7 days in destination.

My order has been delivered, should I check something?

First of all, you should check the exterior of the shipment before accepting it. Make sure it is in perfect state an is not open nor wet in any part. In the case that you observe any damage, the best thing is to reject the package to the delivery company and contact us to solve the issue.

MY ORDER

How do I know my order was successful?

You will see a confirmation page of your order at the end of the checkout process where it will be specified the information of the order. We advise you to print this confirmation page as a receipt of your purchase. In addition, you will receive an email from us with the confirmation of your order.

How can I know the status of my order?

You will be notified by emails the different steps of the process, like preparing your order and when it has been shipped. You will receive an email of confirmation where you will be informed that we have received your purchase and we will start preparing it. Once we deliver your order to the courier company you will receive another email informing you that it has come out and the identification number so you can see where your package is.

Can I change the shipping information?

Yes. You have 24 hours to change the shipping information. After 24 hours, changes will no longer be accepted.

Can I modify or cancel my order?

Yes, but only during the first 12 hours of placing the order. Once that time has passed, the order has already been prepared and sent and it will be impossible to cancel or modify the order.

I need an invoice, how can I get it?

Send us an email with the subject “INVOICE” to support@sivinum.com and indicating the order number and we will send it to you.

PAYMENT INFORMATION

What payment methods do you accept?

We accept credit card, debit card, Paypal and bank transfer.

How do I know that the payment is safe?

We use the Stripe system, a company known worldwide for its security and experience in transactions and online payments.

I have chosen a bank transfer as a method of payment, when should I make the transfer and when will my order be delivered?

You can make the transfer as soon as you receive the email with the order confirmation where you will find the bank details to make the transfer. You have 7 days to make the transfer, from the eighth day the order will be canceled. Once we have proof that the transfer has arrived, we will proceed with the preparation of the order and its issuance.

RETURNS AND INCIDENTS

My order has arrived wet or damaged, what should I do?

If you suspect that a break may have occurred, do not accept the order and contact us to manage the incident. In the case that you have not picked it up, but someone else has signed the delivery note of the carrier, and you see damage, before opening it send us photos of the incident to be able to correct it.

My order has arrived incomplete, what should I do?

In this case you must notify us of the incident via email within a maximum period of 24 hours and we will proceed to send you the missing product at no cost. Send an email with the subject “ORDER INCOMPLETE” to support@sivinum.com and we will contact you. Do not forget to include the details of the order.

I want to return my order, how should I do it?

Take a look at our returns policy HERE

MY ACCOUNT

How do I create an account?

You have 2 options, you can select the products you want to buy and create an account by clicking on the basket when you are going to make the payment or initially, by clicking on the icon of the person in the top menu.

I forgot the password, how can I restore it?

All you have to do is click on the access icon, click on “FORGOT YOUR PASSWORD” and enter your email.

I want to receive news and offers of SIVINUM products. Do you have a Newsletter?

Yes, of course, you will receive information on new products and special offers. You just have to sign up in the form that you will see at the bottom of the page on sivinum.com.

I want to unsubscribe from the Newsletter, how can I do it?

In the lower section of all our Newsletter you will see the option to Unsubscribe. Click there and you will no longer receive communications from us.

I can not find the answer to my question, what do I do?

Send us an email to support@sivinum.com with your questions and we will get in touch with you.