Terms & Conditions
Delivery and payment information
www.bottlehero.com is owned and operated by Bottle Hero ApS, CVR no. 43483986
When you shop at Bottle Hero, you buy products from the finest collection of wine stores. When we refer to "our partner" or "partner store", we mean the store(s) in partnership with Bottle Hero that provide stock and product information, deliver the products, and handle returns of the product(s) you have purchased from the website. You buy the products from Bottle Hero, and we will facilitate any necessary dialogue between you and our partners.
The display of goods in the online store is not an offer, but an invitation to make an offer. A binding agreement is only concluded once you receive an order confirmation.
The following terms of sale and delivery apply to all deliveries from www.bottlehero.com. The terms apply where no other written agreements have been made between the buyer and www.bottlehero.com.
Payment for the goods
www.bottlehero.com is open 24 hours a day, so you can shop almost any time. However, we may occasionally close the store for maintenance. You can only make purchases when the store is open and available.
To shop at www.bottlehero.com you must be at least 18 years old and hold a valid payment card that we accept.
You select the goods you wish to buy and add them to the "shopping cart". You can amend the contents of the shopping cart right up until the moment you place your order, and you can check the contents and the price of the goods at any time.
Any additional charges for, for example, shipping will only be calculated immediately before you are ready to pay.
When you are ready to order, you click "go to checkout", where you enter your name, address, e-mail, telephone number and payment method, and choose a delivery method.
You can change the contents of your shopping cart right up until you confirm your purchase by accepting and completing the payment.
The money is only charged to your payment card once the goods have been dispatched from our partner store(s).
Each time you order an item through www.bottlehero.com, we first send a provisional order confirmation acknowledging that we have received your order. All orders are subject to availability and confirmation of the order price and stock availability, and we may have to cancel your order or part of your order if the product is either unavailable or not available at the order price. Once the order has been accepted and the parcel is ready for dispatch, we send you a confirmation that the delivery has been sent.
To optimise the shopping experience at www.bottlehero.com, we regularly send out e-mail invitations to customers to review us on Trustpilot after they have shopped with us.
In the webshop you can pay with MobilePay, Visa, Mastercard, Dankort, ApplePay, GooglePay, AMEX and UnionPay.
Pricing and availability
We do our best to ensure correct information, product descriptions and prices on our website. Please note that we receive this information from our store partners and there may be situations where errors occur.
If we discover a pricing error on a product you have ordered, we will make sure to respond to this and notify you as soon as possible on behalf of our store partners, and give you the option either to confirm your order at the correct price or to cancel your order. If we are unable to reach you, your order will be cancelled. If you decide to cancel an order that you have already paid for, we will refund the amount immediately.
Shipping and postage
Prior to all transactions on www.bottlehero.com, you are given the option to choose free delivery to a collection point or home delivery shipped directly to the delivery address.
Signing up for news from Bottle Hero
By signing up for the newsletter and/or SMS service, you consent to Bottle Hero ApS sending you marketing by e-mail, SMS and MMS regarding products marketed and sold directly by Bottle Hero, including beer, wine, spirits, glasses, mugs, offers, sales, competitions, events and other similar marketing initiatives. You also consent to receiving service e-mails about abandoned orders. You can unsubscribe from our newsletter or SMS service at any time.
Delivery time and transport
Delivery of goods from www.bottlehero.com is considered to have taken place once the customer has received the goods. This means that the goods are dispatched within a maximum of 3 business days after the order is received. Delivery to the buyer's address in Denmark will therefore normally take place within 5 business days. The stated delivery time is indicative and may therefore vary.
Complaints
Your purchase is covered by a 2-year right to complain in accordance with the Danish Sale of Goods Act, including the rules on defects. This means that you can either have a defective item repaired or exchanged, receive a refund, or obtain a reduction in the price, depending on the specific situation. It is, of course, a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour. The right to complain does not apply if the defect in the goods has arisen as a result of wear and tear, incorrect use/storage or other behaviour that has caused damage to the goods. As these are "living" products, no compensation is generally provided in the case of corked or oxidised wines that are 8 years old or older from the date of release.
Customer Service may ask you to send a picture of the item or delivery in question, or ask you to return the item to us, and your complaint may be rejected if the fault/defect is not documented. Please therefore refrain from discarding defective/incorrect goods or goods of poor quality, including the packaging, until you have been in dialogue with Customer Service.
You must contact us immediately and complain within a "reasonable time" after you have discovered the defect in the goods. We recommend that you complain as soon as possible and within 2 months after the fault was discovered.
You can complain by contacting us by e-mail at info@bottlehero.dk or via the contact form on the website.
Depending on the specific situation, you will receive further instructions. When returning the goods, please also state, in as much detail as possible, what the problem is.
In the case of a justified complaint, we will refund reasonable shipping costs. Otherwise, you must bear all costs of transport yourself, including our shipping costs for returning the goods after inspection, and we may also charge you an amount of up to 150 kr. for inspection of the goods.
Remember that the goods must always be sent in proper packaging and that you obtain a receipt for dispatch. You are responsible for the parcel/goods yourself until the parcel/products are received by the partner store. Therefore, keep the postal receipt, including details of shipping costs, as well as any track and trace number.
Please note! We do not accept parcels sent cash on delivery or similar.
Cork taint or taste-related faults
In the case of cork taint in the bottle or another fault in the actual contents of the bottle, it is assessed in cooperation with the partner store whether the complaint is entitled to compensation. As a rule, you must always return the bottle together with the cork so that the bottle can be verified for cork taint at the partner store. As these are "living" products, in the case of cork taint in wines or oxidised wines that are 8 years old or more since release, you should generally not expect compensation.
14-day right of withdrawal
When you shop online and at www.bottlehero.com, you normally have a 14-day right of withdrawal, during which you can notify us that you wish to cancel the purchase and then return the goods to us. If you cancel an order (or part of an order) within the withdrawal period, we expect you to send the products back to the relevant partner store as soon as possible after notifying us, and no later than 14 days after you have notified us of your wish to return the purchase.
The right of withdrawal runs from the day you received the goods. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following business day.
After receipt, you may only handle the goods in a way that allows you to establish the nature, characteristics and functioning of the goods.
To exercise the right of withdrawal, you must notify us by an unequivocal statement no later than 14 days after receipt of the goods.
If your right of withdrawal has expired and you refuse receipt or do not collect the goods from the parcel shop, you must pay for the goods. If the goods are returned, you will be charged shipping costs to have the goods sent out again.
Returns
If you cancel the purchase, the goods must be returned to the partner store that sent the goods in the first place.
When returning, you should ensure that the goods are properly packaged. You are responsible for the parcel/goods yourself until the partner store receives it. Therefore, always keep the receipt for dispatch as well as the track and trace number.
IMPORTANT: We expect you to send the goods as soon as possible after you have given notice of withdrawal, and you must send them back no later than 14 days after you have cancelled. Please note! We do not accept parcels sent cash on delivery.
You must enclose a copy of the order confirmation or other documentation of your purchase.
The condition of the goods when you return them
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If the goods have been opened beyond what is described above, we consider them used, which means that on cancellation of the purchase you will receive only part or none of the purchase amount back, depending on the commercial value of the goods. In the case of returns due to cork taint in the bottle or another fault in the actual contents of the bottle, it is assessed in cooperation with the partner store whether the complaint is entitled to compensation.
Refund
When we receive the goods, we check them, and you will be refunded the amount you paid to us at the time of purchase. If you cancel your purchase, you will receive the amount you paid to us back. In the case of a diminished value for which you are liable, this will be deducted from the purchase amount.
If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (but not extra costs resulting from your own choice of a delivery method other than the cheapest form of standard delivery we offer), without undue delay and in any case no later than 14 days from the date on which we received your goods back.
The amount is always transferred to the same means of payment you used for the purchase. If, for example, you paid by card, the purchase amount is returned to the payment card you used for the purchase. Missing original packaging may possibly constitute a diminished value, so to be sure of receiving the full amount back, it is recommended that the goods be returned in the original packaging.
Alcohol legislation
Bottle Hero complies with Danish legislation on the sale of alcohol.
Therefore, persons under the age of 18 cannot buy goods from Bottle Hero.
Reporting of alcohol duties
When dispatched from foreign stores, the reporting of various duties has been done, so that you as a customer do not need to report a foreign purchase to SKAT. The purchase price is therefore what you see on the page when you shop and buy the goods.
Uncollected parcels
If we receive a parcel that has not been collected or has been refused, we reserve the right to charge you for the costs incurred.
Governing law and venue
The purchase of goods on www.bottlehero.com is subject to Danish law. Any dispute is settled by the ordinary Danish courts.
If you wish to complain about your purchase, you must contact customer service by e-mail at info@bottlehero.dk. If we are unable to find a solution, you can lodge a complaint with Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark naevneneshus.dk
The European Commission's online complaints portal can also be used when lodging a complaint. This is particularly relevant for consumers resident in another EU country. Complaints are lodged here - https://ec.europa.eu/odr. When lodging a complaint, you must state our e-mail address: info@bottlehero.dk
Bottle Hero contact info:
Bottle Hero ApS
CVR: 43483986
Amaliegade 16C
1256 København K
Tlf: 61 10 10 27
Mail: info@bottlehero.dk