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Help

Shipping

Sellers:

VelvetBull PT – Ships from Portugal
– €14.50 for orders of up to 12 bottles (0.75 L)
– €29.00 for orders of 13 bottles or more

VelvetBull ES – Ships from Spain
– €15.00 for orders of up to 3 bottles (0.75 L)
– €12.00 for orders of 4 bottles or more
– Free shipping on orders over €200

– For orders containing products from multiple sellers, the shipping charges for each seller will be added together.

– Excludes remote areas and islands.

– Shipping costs are calculated at checkout based on the delivery address and the weight of your bottles. Each bottle (0.75 L) is considered to weigh between 1.5 kg and 2.0 kg for shipping purposes, depending on the bottle shape.

– Processing time: 1–2 business days; Delivery time: 5–10 business days.

– Shipping charges include shipping boxes and protective bottle dividers.

– All listed prices include applicable VAT.

– An adult signature is required upon delivery of the wines. Do not place an order if you are under the legal drinking age.

– Depending on the number of bottles and the total value of your order, you may qualify for a shipping discount. The discount is applied automatically at checkout when the applicable criteria are met. Order 12 or more bottles to further reduce the shipping cost per bottle.

– If the shipping carrier is unable to deliver your wines because no one is available at the delivery address or because the wines are not collected from the designated pickup location within the required time, the shipment will be returned to us. In this case, you will receive a refund for the value of the wines, minus double the shipping charges to cover both the original shipment and the return shipment. The refund will be processed once the bottles have been received back at our warehouse. If you still wish to receive your wines, you will need to place a new order.

Accepted Payment Methods

Credit or debit cards processed through PayPal: PayPal provides a secure credit card payment system.

Credit or debit cards processed through Stripe: Stripe allows you to make secure payments using the card that best suits your needs.

Bank Transfer: Please transfer the payment to the IBAN provided in your order details.

Customer Account

To manage your orders, please visit the My Account page. This page is available only to registered users.

Contact & Support

You can contact us at any time using one of the following methods:
- Address: Rua Mouzinho da Silveira 27 1B
1250-166 Lisbon, Portugal
- Phone: +351 966 671 845 (call to the Portuguese mobile network)
- Email: help@velvetbull.com

Returns, Refunds & Right of Withdrawal

1 - Cancellation requests before the order has been shipped: We will issue a full refund of the amount paid. Simply send us an email requesting the cancellation.
2 - Cancellation requests due to damaged products or incorrect items received: Customers have 30 days from the transaction date to request a return and refund for any product quality issues. A full or partial refund, depending on the number of returned or damaged products, will be issued after the products have been returned to us. We will provide a prepaid return shipping label.
3 - Cancellation requests after the order has been shipped without a valid reason: Customers have 30 days from the transaction date to request a return under these conditions. The refund will cover the total value of the products minus double the shipping charges to cover both the original shipment and the return shipment. The refund will be processed after the products have been returned to us. We will provide a prepaid return shipping label.
4 - Customers may exercise their Right of Withdrawal in accordance with Decree-Law No. 24/2014 of February 14.
5 - For any of the requests above, simply send an email to our customer support team at help@velvetbull.com to begin the process.