FAQ
🛒 Ordering Process
Eligibility
By placing an order on our website, you confirm that you are of legal drinking age according to the laws of your country of residence. In Romania, this means you must be at least 18 years old. We reserve the right to request proof of age at any stage of the ordering or delivery process.
Account or Guest Checkout
You may place an order either as a guest or by creating an account. When creating an account, you agree to provide accurate and complete information.
Product Selection
Browse our online store and add your chosen products to the cart. Please check the product details carefully before confirming your selection.
Age Verification
Before proceeding to checkout, you may be required to complete an age verification step. This can include confirming your date of birth or verifying your identity using a third-party age verification tool integrated into our website. Orders that fail verification will be cancelled.
Placing an Order
After reviewing your order summary, you will proceed to payment. By clicking “Place Order”, you make a binding offer to purchase the products in your cart, subject to these Terms and Conditions.
Order Confirmation
Once your order is placed, you will receive an automatic confirmation email acknowledging receipt. This confirmation does not constitute acceptance of your order. Acceptance occurs when we send you a shipping confirmation email.
Payment
Payment can be made using the available payment methods displayed at checkout. All payments are processed securely.
Delivery
Deliveries are made only to individuals of legal drinking age. The courier may request proof of age upon delivery. If no valid ID is presented or if the recipient is underage, delivery will be refused, and you may still be charged for shipping or restocking fees.
Order Changes or Cancellations
Once an order is confirmed, changes or cancellations can only be made before the order is shipped. Please contact our customer service team as soon as possible if you need to make a modification.
🔄 Returns and Refunds
At Château Calú, we want to offer you a worry-free experience.
If, for any reason, you are not satisfied with the products you ordered, you have the right to return them within 14 calendar days from the date you received your package, in accordance with applicable legislation.
Returned products must be in the same condition in which they were delivered: intact, with all labels and seals undamaged, and without any signs of wear or handling that could affect their quality or appearance.
Opened bottles, wines with broken corks, scratched labels, or damaged capsules cannot be accepted for return.
To initiate a return, please send us a written notification at the email address provided in the “Contact” section, specifying your order number and the products you wish to return.
After your request is confirmed, the products should be shipped back to our address, with return shipping costs covered by the customer.
The value of the returned products will be refunded within a maximum of 14 days from the date Château Calú receives the package, using the same payment method used for the original purchase, unless another solution is mutually agreed upon.
If the return does not meet the conditions mentioned above, we reserve the right to refuse acceptance of the products and to send them back to the customer.
📝 Complaints Handling Policy
At Château Calú, we highly value our relationship with every customer and take any dissatisfaction regarding our products or services seriously.
Our goal is to offer you a pleasant and worry-free experience, and when unforeseen situations arise, we strive to find quick and fair solutions.
Any complaint can be submitted in writing to the email address listed in the Contact section, or via the online form available on our website.
Please include your name, contact details, order number, and a detailed description of the issue encountered.
Complaints are reviewed promptly, and a response will be provided within a maximum of 15 calendar days from the date of receipt.
Depending on the nature of the issue, possible solutions may include product replacement, a refund, or another form of resolution agreed upon with the customer.
If the response provided is not satisfactory, individual customers have the right to contact the National Authority for Consumer Protection (ANPC).