FAQ

Frequently asked questions about ordering wine with Casa Vinoteca. If your question is not here, contact us via the Contact page or LINE.

Do I need to register before ordering?

Yes. You must register and pass identity and age verification (KYC, 20+) before accessing prices and ordering, as required by Thai alcohol-retail law.

What payment methods are available?

Three methods: Cash on Delivery (COD), Bank Transfer (BACS), and PromptPay QR. See the Payment Methods page for details.

How do I submit a payment slip?

Two ways: upload on the website under “My Account” → Order details, or send via LINE Official Account by typing PAY #order-number then sending the slip image.

When does my order status change after I pay?

The order stays “On hold” until our team verifies the actual bank credit and the slip. Once confirmed it moves to “Processing” and fulfilment begins.

How long does delivery take?

Bangkok and metropolitan area 1–3 business days, other provinces 2–5 business days, counting from when the order reaches “Processing”. See the Delivery & Returns page for details.

Can I return a product?

Returns are limited to: broken/leaking bottle from transit (report within 24h) or wrong item (report within 7 days). Change-of-mind returns are not accepted because alcohol is legally controlled.

How is wine stored before shipping?

We store wine in a temperature- and humidity-controlled cellar, pack it in shock-resistant boxes designed for glass bottles, and label every box as fragile.

Is my personal data safe?

We collect and use data under the PDPA (B.E. 2562). ID card and selfie images are sent directly to our processor (iApp) over TLS encryption and deleted after processing. We do not store the images. See the Privacy Policy for details.

Is there a loyalty or discount program?

Members earn points on order value and redeem them for discounts. See details and current promotions in your account page.

Can I cancel an order after placing it?

You can cancel before the order reaches “Processing”. After that the goods are being prepared and cannot be cancelled, except for damage cases under the return policy.

How can I contact you?

Via the Contact page, email, or LINE Official Account. Include your order number for faster service.