FREQUENTLY ASKED QUESTIONS ABOUT THE ONLINE STORE

Here are the answers to the most frequently asked questions from our customers. If you cannot find what you are looking for or are still unsure about something, please do not hesitate to contact us through the contact page.

HOW DO I SHOP IN THE STORE?

Shopping in the Osborne Online Store is very simple; we have designed an easy-to-use shop where you simply search for the product you want and add it to your basket. Once you have added everything you want to your basket, simply click on it and complete your order in 3 easy steps. You can find out more about the checkout process here.

HOW WILL MY ORDER BE DELIVERED AND HOW LONG WILL IT TAKE TO ARRIVE?

All orders are delivered within 24 to 48 hours in provincial capitals and 48 hours in the rest of Spain. For international deliveries, you can check the different delivery times here.

WHAT PAYMENT METHODS DOES THE OSBORNE ONLINE STORE ACCEPT?

In our online store, you can pay by credit or debit card, Bizum or PayPal.

ARE THE PAYMENT METHODS ACCEPTED BY THE OSBORNE ONLINE STORE SECURE?

They are completely safe. Payment by credit card is made through a secure and encrypted connection with a BBVA server, which means that your bank details are only processed by this entity and are not stored or processed by us. If you wish to place your order without disclosing your credit card number, you can pay with complete security using PayPal or Bizum.

DO I NEED TO CREATE AN ACCOUNT TO SHOP IN THE OSBORNE ONLINE STORE?

No, you don't. You can make any purchase without registering. However, it is recommended that you register for your convenience, as this will not only make the shopping process easier, but will also allow you to manage your purchase history and other preferences such as delivery address, notifications, exclusive promotions, etc.

HAVE YOU FORGOTTEN YOUR PASSWORD?

If you have forgotten your password, it is easy to recover. Simply go to 'My Account' and click on 'RECOVER PASSWORD'. You will be asked to enter your email address. We will then send you a link to reset your password.

HOW DO I USE MY DISCOUNT CODE?

Select the products you wish to purchase and add them to your shopping basket. When you have finished, both when confirming your order and before paying, you will see all the items in your basket and at the bottom you will find a box to enter the discount code; click on 'ADD' and enjoy your discount on the total price of your basket.

WHERE IS MY ORDER?

You can track your order, view your order history and check the status of your order in the personal area of your Osborne Online Store account. If you are not registered as a user, you can contact us directly at sac_web@osborne.es and we will be happy to assist you in any way we can.

CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED? AND IS IT POSSIBLE TO CANCEL IT?

Once your order has been confirmed and paid for, it cannot be changed, so if you have forgotten to include a product, please contact us and we will give you the best solution. If you wish to cancel your order, you can do so from the personal area of your account. If there is no option to cancel the order, it means that the delivery process is already in progress. Contact us to cancel the order. In the latter case, you can return the goods once they have arrived at the delivery point. For more information on returns, click here.

DO THE PRICES INCLUDE SHIPPING AND TAXES?

The prices do not include delivery charges. All prices include VAT but do not include any other taxes, duties, tariffs or surcharges.

You can find out everything you need to know about shipping HERE.

I AM TRYING TO PAY BY CARD BUT IT ISN’T WORKING

For security reasons, payment by credit card requires, in addition to filling in the required fields, authentication by SMS or bank card details. It is possible that your card is not configured for e-commerce purchases, in which case we recommend that you contact your bank.

We remind you that you can also pay by PayPal and Bizum.

HOW DO I KNOW WHEN A PRODUCT WILL BE BACK IN STOCK?

A product may be out of stock for two reasons: firstly, because it is no longer available for that season, in which case there will be a label indicating the approximate time it will be back in stock; secondly, it may be temporarily out of stock, in which case you have the 'NOTIFY ME' function to receive an automatic email when the product is back in stock.

GIFT PURCHASES

Other than the special gift packs available, we do not offer a bespoke gift-wrapping service. However, we do have a selection of card designs on which we can print the message of your choice for €2.42.

Please also note that the delivery notes included with your order are always unpriced.

NOTE: The card service is only available if the order is to go to a single delivery point. If the order is split or contains caviar, it will not be possible to include a personalised card.

AVAILABLE FORMATS

Many of our products are available in two different formats, for example: 1 bottle vs. a box of 6 bottles, or 1 pack vs. a box of 12 packs.

To choose, simply click on the arrow next to the price and the available formats will be displayed.

It will always be cheaper to buy full boxes as there is less handling on our part.

CAN I REPEAT AN ORDER?

If you are a registered user, all you need to do is go to 'My Account', select 'My Orders' and find the order you want to place again. Then click on the circular arrow to the right of the order and you will be asked if you want to repeat the order. Once you confirm, the same products will be added to your basket.

WHERE CAN I SEND MY ORDERS?

At Osborne, we can ship any product available on the website to anywhere in Spain, including the Balearic and Canary Islands, Ceuta and Melilla.

We can also ship Iberian products and accessories to the rest of the EU.

To find out what we can ship and where, when you enter the online store, you will be asked where you would like your order shipped and you will be shown 3 options: Spain excluding the Canary Islands, Canary Islands and International.

Once you have selected the delivery zone, the shop will only show you the products that can be delivered to that zone.

WHAT HAPPENS IF I HAVE SELECTED A ZONE BUT WHEN I ENTER THE DELIVERY ADDRESS IT CORRESPONDS TO A DIFFERENT ONE?

The shop will detect the final delivery address and modify the shopping basket to include only the products available for that particular delivery zone.

WILL MY ORDER ARRIVE ALL AT ONCE?

Caviar is always shipped separately from the rest of the products available in the shop, so if your order contains caviar + an Iberian product or + wine, your order will be split into several deliveries. Nevertheless, you will always be informed in the order confirmation of the number of deliveries you will receive and what each one will contain.

Please note that if a delivery is split, we will not be able to include a personalised card and express delivery will not be possible.