FAQ

INFORMATION ABOUT

My account

How can I register?

To create a user account, click on the “My Account” link in the main menu, then fill in the registration form on the application page. You can also create your account during your first checkout order. In both cases you have to enter your email address and password. With this information, you can log in to the user account where you can see, view, and edit your information.

How can I change or recover my forgotten password?

On the home page, in the main menu, click on the “My Account” subpage, then click on the “Forgot your password?” link below the login form. After that, enter the email address with which your account was created. We will send you an email immediately to create a new password. You can change your password according to your preferences.

How do I delete my user account?

Send us an email to podpora@vinakobal.com with your request. We will start deleting your account immediately. The message does not need to contain information in a specific format, it is important that we can identify you, which means you must write from your registered email address.

Will my data be forwarded?

All user information will be treated in strict confidence by us and will not be passed on or sold.

Can I change my data on my own?

Yes. After logging in to your account, you can check and edit your details on the “My Account” page. Your details will be changed in the ‘Account details’ section.

Do I incur any costs when I register with you?

Your membership with us is and will remain free.

INFORMATION ABOUT

Payments

How is VAT calculated?

VAT (value added tax) is shown separately on each invoice.

What payment methods will be accepted?

You can choose between the following payment methods: direct bank transfer, credit card, and PayPal.

Why was my credit card payment rejected?

If payment by credit card is not possible, there may be various reasons. The cause can be, for example, a data entry error, an invalid card, missing identification, or a technical error on our part. Alternatively, you can also choose between the following payment methods: PayPal and direct bank transfer.

When and how do I receive my invoice?

You will receive an invoice via email as soon as your order has been dispatched. In some situations, we can also include a physical invoice with the package.

Is it possible to pay in installments?

We do not currently offer payment in installments.

Can I get an invoice in my company’s name?

Of course. All you have to do is enter the company name and tax number in the checkout details, which we will then use to issue the invoice.

Do I receive proof of payment after my payment has been received?

If your chosen payment method is PayPal or credit card, the order will be completed with a successful payment. In this case, the payment confirmation will appear in the browser.

Where can I find the security number on my credit card?

You can find the three-digit security code on the back of your credit card.

What do SEPA, IBAN and BIC mean?

SEPA is the abbreviation for Single Euro Payments Area. This is the name of the new single regulation for national and European payments. IBAN (International Bank Account Number) is a number that replaces all national account data (in Germany, the account number and bank number). BIC (Business Identifier Code) is the international standard for bank codes (comparable to a bank identification number in Germany) via which a payment institution can be identified.

INFORMATION ABOUT

Shipping and delivery

How long is the delivery time?

Deliverable items are usually sent within 2 working days at the latest.

How do I know the order has been placed correctly?

If you want to check if your order has been placed correctly, you can do so by checking your email, where we have sent you an order confirmation. You can also check and find your orders in your account under “Orders”. If you have further questions about your order, you can contact our Customer Service team at any time by email at podpora@vinakobal.com, where we will be happy to help you.

What can I do if I get a damaged product?

If the delivered item is damaged or in any way out of order, you can send it back free of charge using the return form, along with the reason for the return. As soon as the item is with us and we have checked it, the credit will be credited to the method chosen as the payment method.

With which postal provider will my package be sent?

With our parcel partner DPD Slovenia.

INFORMATION ABOUT

User account

How can I order?

Ordering from us is easy: Once your desired item is in your basket, you can place your order via the “Checkout” button. You can create an account and stay logged in during the ordering process. We will then guide you through the order process in three steps (address – payment method – confirmation) and your order will be completed. Unfortunately, it is not possible to place an order without registering a user account.

How can I see my orders so far?

To view your previous orders, log in with your email address and password on the “My Account” page. Select the “Orders” tab. After clicking on it, your previous orders will be displayed.

Are orders from abroad also possible?

Yes. Orders can be made to the countries listed below. Postage varies depending on each country and is charged according to the DPD delivery service’s price list, depending on the weight of the shipment. The delivery charges are always displayed at the checkout before the order is placed, according to the address entered.

We deliver to:

  • Austria: estimated delivery time: 1 day
  • Belgium: estimated delivery time: 3 days
  • Bulgaria: estimated delivery time: 3 days
  • Czech Republic: estimated delivery time: 2 days
  • Denmark: estimated delivery time: 3 days
  • Estonia: estimated delivery time: 4 days
  • Finland: estimated delivery time: 5 days
  • France: estimated delivery time: 3 days
  • Greece: estimated delivery time: 3 days
  • Ireland: estimated delivery time: 4 days
  • Italy: estimated delivery time: 2 days
  • Latvia: estimated delivery time: 4 days
  • Lithuania: estimated delivery time: 4 days
  • Luxembourg: estimated delivery time: 2 days
  • Hungary: estimated delivery time: 2 days
  • Germany: estimated delivery time: 2 days
  • The Netherlands: estimated delivery time: 3 days
  • Poland: estimated delivery time: 3 days
  • Portugal: estimated delivery time: 4 days
  • Romania: estimated delivery time: 3 days
  • Slovakia: estimated delivery time: 2 days
  • Spain: estimated delivery time: 4 days
  • Sweden: estimated delivery time: 4 days

What happens after the order is completed?

Once your order is complete, we will send you an order confirmation to your email address, which contains not only the products you ordered but also your delivery address and the payment method you have chosen.

Do I need a user account to make a purchase?

Yes, you need a user account to shop with us. It’s easy to sign up using the registration form.

Can I also order over the phone?

Unfortunately, at the moment we are not able to take phone orders. Our customer service team will be happy to help you if you have any questions about online ordering or complaints. We can be reached at podpora@vinakobal.com or 068 125 944.

Can I also order via mobile devices?

Of course, you can also place your order from your tablet or mobile phone. To use this feature, simply visit our online shop via your mobile internet browser. If you have any questions about this, you can call us at any time.

What is the minimum purchase value?

There is usually no minimum amount to place an order. Depending on the payment method chosen, there may sometimes be a minimum purchase amount. In the event that the order total is below this amount, you will be notified.

What is the maximum purchase value?

We do not usually have a limit on the maximum purchase amount. The maximum amount depends on the payment method you choose.

Can my shipping address be different from my billing address?

You can happily order your package to an address different from your billing address, for example, to your place of work. For this option, simply select your payment method and enter your preferred address under “Delivery address”.

INFORMATION ABOUT

Coupons and gift cards

How can I redeem a coupon?

If you have a voucher, you can enter the voucher code in the basket in the box where it says “Voucher code”. The invoice amount of your order will then automatically be reduced by the value of your voucher.

My discount code is not working, what could be wrong?

If your discount code doesn’t work, it could be for the following reasons:

  1. the voucher has already been used and is therefore invalid.
  2. the voucher was issued for a specific user account.
  3. The coupon is linked to a minimum and/or maximum order amount.
  4. The voucher cannot be redeemed for all stamps.

If you have any questions about this, please contact us by phone or via podpora@vinakobal.com – please include the voucher number in this case.

Is it possible to pay the coupon in cash?

Vouchers cannot be redeemed in cash.

Can I redeem my coupon later for an existing order?

Unfortunately, it is not possible to redeem the voucher at a later date, as this is technically impossible. If you happen to forget to redeem a voucher, the voucher will remain valid and can be redeemed on your next purchase in our online shop.