| The following are the most frequently asked questions Italian Wine Merchants has heard from its users. If you have a question or would like to tell us about a great bottle of wine, please Contact Italian Wine Merchants, we're interested in hearing from you. |
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| Q. Order Status: Has my order shipped? |
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| A. Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. |
| Q. How do I change quantities or cancel an item in my order? |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable. Or contact your Portfolio Manager and/or the store at (212) 473-2323 to see if updates can be made on your order. |
| Q. How do I track my order? |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to track your order. |
| Q. My order never arrived. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. |
| Q. An item is missing from my shipment. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. |
| Q. My product is missing parts. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. |
| Q. When will my backorder arrive? |
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| A. Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. |
| Q. How do I create an account? |
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| A. 1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information. |
| Q. How do I edit my account information? |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information. |
| Q. How much is my shipping? |
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| A. Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. |
| Q. I forgot my password. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password. |
| Q. What is your return policy? |
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A. Cancellation Policy: Cancelled orders are orders that have been placed by the Buyer that have not yet been delivered. A processing fee of 10% will be assessed at the time of the issuance of a credit, regardless of the reason for cancellation.
Return Policy: Returned orders are any order that has been delivered and then returned or declined by the Buyer. For all returns, a restocking fee of 15% of the sales amount will be charged. Purchases may be returned in original packaging within 30 days from the purchase date provided the wine is of the current vintage.
Special Orders: Unfortunately special orders, including wines not carried by IWM HOLDINGS, back vintages, special sizes and other customer requests that fall outside of normal stock cannot be returned. |
| Q. I received the wrong product. |
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| A. If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. |
| Q. have a question on my charges. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance. |
| Q. I need a copy of my receipt / invoice. |
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| A. Click the "My Account / Order Status" link at the top right hand side of our site to print invoices. |
| Q. When will my credit appear on my account? |
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| A. Credits usually take 7-10 business days from the time we receive your item(s). |
| Q. When will my credit card be charged? |
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| A. Your credit card will be charged within 24 hours prior to shipment of your item(s). |
| Q. How do I buy/redeem a gift certificate? |
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| A. To redeem your Gift Card, please contact a Portfolio Manager at (212)473-2323 or via email: ecomm@italianwinemerchants.com.
https://www.italianwinemerchants.com/IWM-Gift-Certificate-p/gift-card.htm |
| Q. How do I find my product? |
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| A. To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance. (212)473-2323 |
| Q. How do I navigate the site? |
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| A. To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance. |
