If you have further questions that are not listed in our FAQ, please send us your request as precisely as possible to info@vinocool.com or use the contact form (please include the order number if available).


Can I still change or cancel an order I have already placed?

In the event of a change or cancellation of your order, please email us immediately at info@vinocool.com or use the contact form and we will try to accommodate your wishes if the package has not yet been dispatched.

What should I do if my ordered items have arrived damaged?

In this case, please send us a brief description and photos of the defective item(s) by e-mail to info@vinocool.com Please make sure that the damage is clearly visible in the photos. If the items show obvious damage, we will immediately refund the corresponding amount for your order.

What should I do if my ordered items have not arrived?

Due to unexpected restrictions, there are occasional delays in delivery. We therefore ask for a little patience. If the expected delivery date stated in your invoice has already passed or the shipment has gone missing, we will initiate a repeat order or refund the corresponding amount for your order upon request. You can also contact us at any time with questions about the delivery status.

Can I return or exchange an item?

Yes, this is possible. Please send us an email in advance to info@vinocool.com with your request and ideally a reason why you would like to return / exchange your order or use our contact form.

According to our cancellation policy, you as the end customer are responsible for the return shipping costs.

As soon as we have received the order again, you will be refunded the corresponding amount.


What payment options are offered?

The payment methods available to you are TWINT, Klarna, PayPal, Apple Pay, Google Pay and credit cards such as Visa, Mastercard, American Express.

Is it safe to order through your website?

Yes absolutely! We strive to provide our customers with a safe and smooth customer experience. Our site uses SSL encryption technology so you won't need to worry about your credit card safety.

Why is my payment not accepted?

This can have various reasons. Please try another payment method. If this does not work either, please contact info@vinocool.com with the subject: "Payment not possible".

Where can I redeem my discount and voucher codes?

You can redeem discount and voucher codes at the checkout in the order summary or in the (last) payment step.


How much are the shipping costs?

Each of our products is shipped to you free of charge as standard.

How long does it take to get my order?

As soon as we receive your order on our site, it's instantaneously transmitted to our shipping team where the address data is then automatically passed on to the delivery courier. In the meantime your products are carefully packed and boxed, ready for shipping.

We aim to dispatch all orders within 1-3 working days and delivery times are as follows:

6-9 days - International orders are shipped with DHL / UPS

4-7 days - European orders are shipped with DPD/DHL

Which countries do you ship to?

We currently offer worldwide shipping.

Is it possible to track my order?

Yes, as soon as your order is dispatched, you will receive a dispatch confirmation email. This will contain the relevant tracking number and a tracking link.


What does the extended 14-day right of withdrawal mean for me?

We are absolutely convinced of our products, which is why we believe that you will be too. From the day of delivery, we therefore grant you a full 14 days to cancel your order, in addition to the statutory period.

How do I return something?

We want you to be happy with your VINOCOOL  purchase but if you need to return something you have 14 days from the delivery date to request and despatch a return.

To send something back you can request a return via info@vinocool.com You'll need your order number and the email address you used to place the order.

Shipping costs are non-refundable. All costs associated with returning products are your responsibility. If your products are post stamped outside the 14 day return window, we reserve the right to refuse the return or offer you store credit which can be used across multiple future orders.

Where does the return shipment go?

After you have informed us of your wish to cancel, we will send you an e-mail with information on how to proceed and the relevant returns address.

When and how do I get my money back?

After the return has been received by us, it will be checked within one to a maximum of two working days and the corresponding invoice amount will then be refunded to you immediately via the payment method used for the order.