Frequent questions

  • From which countries can I purchase from Grau Online?

    From all the countries in the European Union except Finland and Sweden.

  • Which methods of payment can I use to buy bottles of wine, Cava or Liqueur?

    Orders can be paid by credit or debit card (Visa and MasterCard) or bank transfer.

  • Is the payment system safe?

    www.grauonline.com guarantees the safety and confidentiality of all your transactions. All the bank operations are made through a secure server, based on the SSL for data protection.

  • Can I buy through any other means apart from the online shop?

    Yes you can. Through the brick and mortar shop located in Palafrugell (Girona), Torroella street, 163.

  • Do you deliver to the Balearic Islands, Canary Islands, Ceuta and Melilla?

    We deliver to:

    • The Balearic Islands

    We do not deliver to:

    • The Canary Islands
    • Ceuta and Melilla

  • What countries can you send orders to?

    Spain (Peninsula), Germany, Austria, Belgium, Denmark, France, Great Britain, Greece, Ireland, Italy, Luxemburg, the Netherlands, Portugal and Cyprus

  • What are the transport rates?

    Transport costs will depend on:

    • The destination
    • Number of bottles in the order

  • Can I send bottles to a different address to the one I registered with?

    Yes. By indicating this during the purchasing process, in the corresponding section.

  • What does the transport cost include?

    • Tracking the order
    • Anti-breakage guarantee

  • When can I expect my order?

    • Peninsula (Spain): 24/48 hours
    • Balearic Islands and Portugal: 48/72 hours
    • European Union countries: 5 - 7 days

  • Can I collect my order from your shop?

    Yes you can. You can pick up the order from our offices in Palafrugell, Girona, Torroella street 163 handing over the sales receipt.

  • Can I choose the delivery time of my order?

    Delivery times are organised depending on the transport vehicle route.

  • My order is incorrect or incomplete. What can I do?

    In this case, you can contact us by phone: 972 301 835, or by mailinfo@grauonline.com, or fill in our Customer Attention form.

  • I want to return and/or change my order. What should I do?

    You will find this information in the RETURNS AND/OR CHANGES section'General conditions'.

  • What can I do if my bottle of wine, Cava or Liqueur is broken?*

    Grau Online has an insurance policy to cover these types of incidents occurring during transport, this will be resolved by phoning 972 301 835, by mailinfo@grauonline.com, or fill in our Customer Attention form.

    *If there is a small fault or part of the material is seen to be damaged, we recommend that you accept the package and record this fact on the delivery note. The transport company will inform Grau Online of the incident and will proceed to send a replacement of the damaged product/s as soon as possible, thus you will avoid excessive delays in receiving the order.

  • Do you have special gift packs?

    Yes we do. Grau online offers the option to create special deliveries when making your order and also offers you the opportunity to include an inscription free of charge.
    If you need to make a special hamper or gift, you can also contact us by phoning 972 301 835, or mailinfo@grauonline.com, or by filling in our Customer Attention form and we will prepare your order.

  • Do you have discounted packs of bottles?

    Yes, there are different discount packs and offers that you can find on our website by two methods, in our offers section and on the product list, you will recognise them because they all bear a label with the message of the promotion in question.

  • How will the data I entered into the register be handled?

    Any personal data submitted by the Client to www.grauonline.com will be included in a personal data file created and maintained under the responsibility of VINS I LICORS GRAU, S.A. In compliance with Organic Law 15/1999 of 13 December, on personal data protection.

  • How can I modify my data?

    In the section'My account'you can modify the data registered at any time.

  • I have forgotten my access code. How can I retrieve it?

    If you have forgotten your access code you can retrieve it by accessing'My account', click in the link 'Have you forgotten your access code? Click here. Then you will have to fill in the corresponding form and you will receive all the necessary information by e-mail. If you do not receive the information by mail, you can contact our Customer Attention service.

  • I do not want to receive promotional information (Newsletters) from Grau Online, what can I do?

  • I can't find a solution to my problem. What can I do?

    Contact us by phoning 972 301 835, or mailinfo@grauonline.com, or fill in our Customer Attention form.

 
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