Frequently Asked Questions

It can take up to 3 business days from when you order your item until you receive a delivery confirmation with a link to track your order.

Please note! If you have ordered several items, you may receive multiple delivery confirmations, as some items are shipped in separate parcels and from different stores.

Need further help?
If you have additional questions, or more than 4 business days have passed without you receiving a delivery confirmation, you can always contact our customer service by email here or by phone +45 61 10 10 27.

On average it takes 1-5 business days from when you place an order until your items are shipped from the stores. This is because not all carriers deliver parcels on weekends and public holidays.

Please note! If you have ordered several items, they may be shipped in separate parcels and from different stores. As a result, they may also arrive on different days.

Need further help?
If you have additional questions, you can always contact our customer service by email here or by phone +45 61 10 10 27.

You may receive your parcel via different carriers, such as DHL Express, PostNord, GLS or UPS. You will always be informed which carrier your order or items are shipped with.

Delivery to a parcel shop
This method is free on all orders. If you have chosen this delivery method, you will be notified by SMS and/or email as soon as the parcel is ready for pickup. Simply bring your parcel number and photo ID to collect it.

Delivery to a private or business address
This method is free on all orders. You will be notified by SMS and/or email as soon as the parcel is on its way for delivery.

We work with the best verified wine stores to offer you a wide selection of products. Since your item may be in stock at several of our partner stores, we cannot specify in advance where your order will be shipped from.

When your order is being prepared for shipping, you will receive a confirmation email with the shipping details.

If you have ordered home delivery and you're not home, the parcel is typically delivered to a nearby parcel shop pickup point, and you'll receive a notification. The exact procedure is described in your track & trace email.

Bottle Hero works with local stores. This means that if you have ordered several items on the same order, they may be shipped in separate parcels and from different stores.

Oh no! We're very sorry that we delivered the wrong item to you.

If you have received a different item than the one you ordered, please contact our customer service by email here or by phone +45 61 10 10 27.

Oh no! That's of course something we want to resolve as quickly as possible!

If you have ordered several items on the same order, it's quite common for items to be shipped individually from different stores and delivered at different times.

First, make sure to take photos of the packaging your parcel arrived in.
We may need these if we have to contact the delivery company.
- A photo of the parcel from each side
- A photo where the shipping label on the outside of the parcel is clearly visible.
To be sure we can help you find out what happened, it's important that you keep the packaging until the case is resolved.

Next, please contact our customer service as soon as possible; this makes it easier for us to help you resolve it.

We will then investigate why the product wasn't in your parcel and find a solution. We'll be sure to keep you updated as often as possible.

You can contact our customer service by email here or by phone +45 61 10 10 27.

Since we work with physical stores, it can unfortunately happen that your item is sold in the physical store at the same time you place your order on Bottle Hero.

If this happens, you will be notified about it by email and we will of course not charge your account.

Contact us as soon as possible via our customer service here or by phone +45 61 10 10 27.

Provided the item has not yet been shipped, we can help adjust the order if any changes are needed.

We can also correct any typos in your name, email, phone number or address.

We're sorry that there were one or more products on your order that we couldn't deliver.

Because items are shipped from specialty stores when you shop on Bottle Hero, it can occasionally happen that an item is sold in the physical store at the very moment you placed your order.

If this happens, you will always be notified as soon as possible by email or phone before the order is cancelled.

All products are verified and expertly curated by the best specialty stores. Bottle Hero only works with professional specialty stores.

Since we are a platform made up of independent stores, we unfortunately don't know when or whether a specific product will come back in stock.
All our partners frequently update their stock with both new and old items, so keep an eye on the site!

We're sorry if you have received a damaged item.

If you are still within the 14-day right of withdrawal period, our customer service is ready to help you find a solution. To start the process, please provide your order number, a thorough description of the fault, and clear photos showing the problem, and contact us here or by phone +45 61 10 10 27.

If the items you purchased turn out to be defective or don't look or function as advertised, please open a complaint via the form under "Refund & Returns" which can be found at the bottom of the website.

Once you have completed the form, your complaint will be reviewed and you will receive an email informing you of the next steps.

We keep you updated as often as possible, and once your complaint has been reviewed, we'll give you an estimate of when you can expect it to be resolved.

We accept the following payment methods:
Klarna, PayPal, VISA, MASTERCARD, Google Pay and Apple Pay

It takes on average 7-10 business days to process a refund. We'll send you a confirmation by email as soon as your return/complaint has been processed and the refund has been made!

If you paid by credit or debit card, it may take an additional 1-5 business days before the amount is visible in your bank account.

If you've been lucky enough to receive a discount code or gift card for Bottle Hero and you'd like to use it on an order, all you have to do is add the code in the "Add discount code or gift card" field during checkout.
Once you've entered the code, click "Apply", after which the discount will be visible in the payment summary.

YES! First, order the gift card for the value you want. We'll then send you an email with your e-gift card attached.

It's entirely up to you whether you simply forward the gift card to the lucky recipient, or print it out in both A4 and A5 format.

You can find gift cards here.

On Bottle Hero you can shop directly from the best independent specialty stores, gathered on one platform.

The rapid rise of online shopping is a challenge for both large and small physical stores that can't compete with big international webshops.

Bottle Hero makes it possible for independent stores to sell their products online quickly and easily. This allows us to offer you the widest selection of premium wine, beer and spirits, for a more personal shopping experience.

Every order placed on Bottle Hero is sent to our partner stores, who prepare and pack the products with love for each individual customer.

The selection is curated from some of the most interesting independent houses and specialized wine stores in the world. Instead of navigating thousands of bottles, the range is organized around clear recommendations that make it easy to find the wine that makes sense for the dinner, the evening or the occasion.

The recommendations come from independent sommeliers who are among the best in the world. People who work with wine every day and know what works in the glass. They select bottles that deserve attention, explain differences and point to the wines that make sense right now.

Guides and recommendations are a permanent part of the universe. Some gather wines around a season or an occasion. Others explain grapes, regions and styles. What they have in common is that they make it easier to find something that tastes good.

When you place an order on Bottle Hero, we send your order out to our network of independent partner stores. The stores then process your order within 48 hours, after which you will receive an order confirmation.

Your order is packed and shipped with care, directly from the store to you within 1-5 business days. If you have ordered several products on the same order, the products may be shipped individually from different stores.

To shop at Bottle Hero you must be at least 18 years old.

When you go to checkout, you'll be asked to confirm that you are 18 or older before you can complete your order. By placing an order, you confirm that you meet the legal age requirement for purchasing alcohol.

We're glad you've found something you like.

1) Go to the product you want to buy and click "Add to cart"

2) To complete the order and proceed to payment, click the cart in the top right corner, tick the box "I accept the terms and conditions and confirm that I am 18 years of age or older." and then "Go to checkout"

3) Fill in your delivery and address details.

4) Choose the delivery method you want to use.

5) Choose the payment method you want to use.

6) Shortly after you've paid for your order, we'll send you an email confirming that your order has gone through in the system and is awaiting processing by one of our stores.

Do you have questions, or is there something we can help with?

Our customer service is ready to help you with everything from products and orders to delivery, returns or complaints. You can contact us via our customer service here.

Our phone +45 61 10 10 27 is open between 10:00 and 14:00 on weekdays.

We strive to answer all inquiries as quickly as possible, so you get the help you need.

The sommeliers on Bottle Hero are certified professionals trained at recognized restaurants and institutions. They are independent experts who recommend wines and guide you to the right purchase on the platform.

The sommeliers use their experience and extensive knowledge to recommend and guide you through the vast selection available within wine and spirits.

Find the sommeliers' recommendations here.

The sommeliers have the option to add their own rating to each wine.

Overall rating:
Given on a scale from 90 to 100 and helps place the wine's quality in an international context.

90-91 points: Good wine with clear character.

92-93 points: Very good wine. Clean, complex and well-balanced.

94-95 points: Excellent wine with superior character and style.

96-97 points: Exceptional wine of deep and rare quality.

98-100 points: Iconic wine of historic significance.

Value for money:
Rated on a scale from 1 to 5 and relates the wine's quality to its price.

1 - Premium price - A luxurious purchase with a significant price tag.

2 - Above market price - Higher price level than the average in its category.

3 - Fair price - The price reflects the quality.

4 - Good value - Delivers more quality than the price suggests.

5 - Exceptional value - Significantly overperforms relative to the price.