Refined: Help and FAQ

Refined: Help and FAQ

Use the search field to quickly find answers to your questions. Alternatively, you can contact us directly.

Search wines on Affinato

How do I search for a wine on Affinato?
On Affinato you can conveniently find the wine of your dreams using the search bar. In addition, the search results page offers different types of filters.

Search bar
The search bar is the easiest way to find a wine: automatic suggestions appear as you enter the name of the wine.

Search results page
The search results page offers several filter options: brand, type of wine, year of production, or region of origin. In addition, search results can be sorted by price, publication date, importance, or popularity.

How do I filter the search results to find certain listings?
After searching for a wine, you can also use the filters in the results list for a more targeted search. For example, you can filter by brand, type of wine, state, or vintage. Clicking on More displays additional options. In each category you can select multiple items at once. To disable a filter, simply uncheck it.Using the drop-down menu at the top right of the list, you can filter results by price, publication date, importance, and popularity. You can change the standard filter settings in the Settings section in your myAffined area.

What does a wine's reference number mean?
A wine's reference number uniquely identifies a model. Some producers (e.g., Château Lafite Rothschild) use it to indicate specific details such as grape type, production method and year of production, and so on.

Buy wines on Affinato

How can I contact the seller of a wine?
If the sale takes place directly on Affinato, you can order the desired wine by clicking the green "Buy" button. Through the "Contact Seller" button you have the opportunity to ask all your questions about the ad. For many sellers, you can submit a price proposal by clicking on the "Propose a Price" button. If the "Ask questions about the ad" button is available, the answers to your questions are visible to all Affinato users.

How can I pay for a wine purchase?
Currently you can pay by credit card (VISA, MasterCard, or American Express), wire transfer, or other payment methods indicated in the relevant announcement.

What should I do if the seller does not respond to my request?
If a seller does not respond quickly, it could be for several reasons. Refined is an international online platform with sellers from different countries. On public vacations and vacations in the relevant countries, many merchants close their business. High demand may be another cause of delay in responding. Be sure to contact the seller in one of the languages indicated next to the contact form and allow them time to respond to your messages.

Where can I report doubts about the authenticity of the wine?
You can report a suspect wine via the "Report Ad" link found in each ad. Please describe your concerns as accurately as possible. Finally, we will verify your report and, if necessary, take appropriate action.

How do I recognize a fake?
Affinato's strict guidelines prohibit offering replicas or fakes for sale. We verify the professionalism of all merchants, and most of them have been selling luxury wines on Affinato for several years already. The Trusted Seller seal is an additional guarantee of their reliability. If it is proven that a merchant has sold a replica, we block it immediately.

To make sure it is not a fake, check the actual market value of the wine before buying it. Normally, luxury wine models are not sold for less than a few hundred euros. In general, if an offer seems too advantageous or if you have doubts about the wine's authenticity, it is best to forgo the purchase and contact us through the "Report Ad" link in the ad.

How can I contact Affinato customer service?
If you need help or information, you can contact our customer service team via the contact form on our platform. Our team will be happy to help you with your questions and solve any problems.

Shipping

What is the delivery time and shipping cost?

Many dealer ads indicate delivery times and costs, while private sellers specify this information in the offer they always provide.

Which shipping service delivers the item?

Normally, the seller selects the shipping service through which they wish to send the item. The shipping service selected is indicated on the shipping confirmation.

How can the shipment be tracked?

We will contact you as soon as the item has been shipped and, if available, email you the tracking number.

Am I insured in case of theft or damage during transport?

Unless other arrangements have been made with the merchant, all purchases protected by Affinato's Buyer Protection are shipped insured for their full value, even from abroad. If this is a purchase from a private individual, you will need to discuss shipping details directly with the seller.

What is the maximum value covered by insurance?

The insurance covers the full value of the item sent.

Payment

What payment methods are available?

Refined offers several payment options to ensure a safe and easy shopping experience. You can choose from the following methods:

1. Credit Card and PayPal: These payment methods are secure and convenient. Be sure to use an encrypted connection (https) during the transaction and check your statements regularly. In case of unauthorized payments, contact your credit card provider or PayPal immediately.
2. Advance Bank Transfer: This option is available for purchases from both merchants and private sellers. However, we recommend that you use it only if you are purchasing from merchants verified by Affinato. For purchases from individuals, carefully assess the reliability of the seller and consider using an escrow service.
3. Escrow Service: Refined recommends the use of an escrow service for added security. In this case, the amount will be transferred to an escrow account, where it will remain until confirmation of receipt and product quality.

The seller only offers advance bank transfer as a payment method. Is it reliable?

If you buy from a merchant verified by Affinato, you can trust the bank transfer in advance. Affinato verifies the identity and reliability of merchants by checking trade certifications and references.

For purchases from private sellers, advance bank transfer is not a secure method. If the seller insists on this method, verify its reliability by requesting references or additional documentation. You may also consider using an external escrow service for added security.

Is it safe to pay via PayPal or credit card?

Yes, paying via PayPal or credit card is safe if you take some precautions:

• Use an encrypted connection (https).
• Check bank statements regularly.
• In case of fraud, contact your credit card provider or PayPal immediately.

Remember that PayPal purchase protection is not available for payments made to "family and friends."

Can I make the purchase through an escrow service?

Yes, Affinato strongly recommends the use of an escrow service for added security. This method ensures that your payment remains locked until confirmation of receipt and product quality. If the escrow service offered by Affinato is not available, inquire about other reputable services in your country and make sure they are serious and recognized.

For more details on payment methods, please contact our customer service department. We are always here to ensure a safe and hassle-free purchase.

Return

What are the requirements for making a return?

Before buying a wine, it is important to know the conditions for returns. Some merchants will only accept returns if the wine labels and packaging are intact. To ensure that the return process goes smoothly, we recommend that you:

• Contact the seller to clarify the return procedure in detail.
• Shipping wine insured.
• Comply with established return times.

What is the procedure to return the item?

If you wish to return a wine purchased through the escrow service, follow these steps:

1. Contact us within 14 days of purchase to exercise your right of return.
2. Our customer service is available at +39 02 1234 5678 or by e-mail at support@affinato.com.
3. We will confirm receipt of the request and notify you of the procedure to follow.

If you made payment directly to the merchant or private seller, you will need to agree with them on the return procedure. Remember that for purchases from private individuals, return and withdrawal rights are not guaranteed by law.

Who bears the cost of return?

Return costs are the responsibility of the buyer. Please note that due to insurance, shipping costs may be high.

myAffinato

How do I change my personal information?

Log in to the Affinato personal area by entering your e-mail address and password. In the Profile section you can edit and save your personal information such as name, address, phone number, or password. In the Settings section you can change portal and e-mail settings, and choose the language in which you wish to receive communications.

How do I change the password?

You can change your password in your personal area in the Profile section. Click on "Change Password" at the bottom of the page and enter your old and new passwords. If you have forgotten your password, click on "Forgot Password," enter your e-mail address, and click on "Reset Password." You will receive an e-mail with instructions for changing your password.

How do I delete my Affinato account?

Log in to your personal area, go to the Profile section, and click on "Delete User Account." Please note that this will also delete all your saved searches, Favorites, and listings.

Can I send messages through Affinato?

Yes, on Affinato you can read and respond to messages from vendors easily and securely. To use the messaging service, log in to your personal area. You can manage messages either from the Affinato website or through our app.

Why should I send messages through Affinato?

• Safety and security

You can communicate with buyers and sellers without having to provide your personal information. Your information and messages are safe.

• Efficient communication

You can send messages quickly and easily directly to Affinato, without the need for additional e-mail or messaging apps.

• Communication in any language

You can conveniently translate messages written in other languages by clicking on the "Translation" button below each message.

• Clear overview

You have an overview of your messages. You can view and manage current and past conversations with buyers and sellers, and see the status of inquiries and orders.

• Spam filter

We recognize and protect you from suspicious messages. Messages are analyzed to prevent fraud and violations of our terms and conditions.

Can I include attachments in my posts?

Yes, you can insert attachments by clicking on the paperclip symbol. The file size cannot exceed 60 MB. Allowed formats include: pdf, txt, eml, mp4, mov, rtf, m4v, csv, wmv, doc, docx, xls, zipper, odt, pages, rar, ppt, pptx, ods, jpg, jpeg, png, gif.

Can I delete a conversation?

You can manage and archive messages sent and received. If you request, we can arrange to delete them.

Can I cancel a sent message?

No, it is not possible to cancel messages already sent.

Can I filter the messages?

Yes, messages can be filtered by status: unread, unanswered, and archived. Also, you can search for messages using keywords or prices.

Favorites and Saved Searches

How do I save a search?

To save a new search on Affinato, click on the "Save this search" link in the upper right corner of the search results page. You can save as many searches as you wish.

How do I edit or delete a saved search?

In your personal area of Affinato, you will find an overview of saved searches in the "Saved Searches" section. Here you can:

• See the current results of your research.
• Delete research that no longer interests you.
• Turn on or off notifications for saved searches.
• Rename each search by clicking "Edit."

How can I view or edit my Favorites?

In your Affinato account you can quickly access all the ads saved in "Favorites." To add an ad to Favorites, click on the heart at the top right of the ad. To remove it, click on the heart again. If the wine is no longer available, you will no longer be able to access the ad.

What is the history for?

Recently viewed wines are shown in the history, allowing you to easily find them again.

Publish a Wine

How do I post my wine for sale ad?

Posting an ad on Affinato is quick and easy with the ad creation wizard:

1. Enter the reference code: Search for your wine reference number in the search field. Our assistant will recognize the model and automatically fill in the form.
2. Describe your wine in detail: A complete and accurate description will help potential buyers find your listing more easily.
3. Upload wine images: Enter up to 10 pictures of the wine taken from different angles. When creating your ad, you will be asked to take two specific photos to prove that you are the rightful owner. These images will also be visible in your ad.
4. Register as a seller: Enter your bank details so that the amount can be deposited directly into your account.

Learn more about how to place an ad here.

What is the reference number?

The reference number identifies the model and model variants of your wine and can consist of several digits and letters. Usually, the reference number can be found on the label or wine documents. If you cannot find the reference number, look up the producer's name on the Internet and compare the pictures with your wine.

What should I enter in the "Wine Condition" field?

Describe the condition of the wine accurately. You can consult Affinato's guidelines on how to describe the condition of a wine here.

What should I do if I cannot provide the required security images?

Security pictures are needed to verify that you are in possession of the offered wine. If you are unable to take the pictures according to the directions, write the required information on a sheet of paper and place it next to the wine. If you have further difficulties, please contact us at venditore@affinato.com.

How can I determine the value of my wine?

Take advantage of the free value estimate on Affinato. We compare your wine with thousands of listings from around the world and suggest a selling price. You can also manually search Affinato's listings and analyze prices or have your wine appraised by wine experts.

What do technical terms like "Grand Cru" or "Reserve" mean?

You can consult explanations of technical terms in our Wine Glossary here.

I can't find my ad. When will it be published in Affinato?

If you do not find your ad on Affinato, it could be for the following reasons:

• Manual verification has not been done yet. The verification takes 1 to 3 working days.
• The security images are incorrect. We sent you an email requesting you to update the images.
• Your user account is not yet active. Please check that you have validated your account via the activation email.
• Your identity has not yet been verified. ID verification can take from 1 to 3 business days.
• Some of your tax information is missing. If you are subject to tax obligations, please enter your tax identification number.

How do I edit or delete my ads as a private seller?

You can manage your announcements in your personal area under "Announcements." By clicking on the corresponding link you can edit or delete your ads. If you need to change the price or other key information, write to venditore@affinato.com. Note that once the ad is deleted, it cannot be retrieved.

Can I change the payment method of the ad at a later time?

If you have problems with the payment process, you can abort the transaction and select another payment method. If you have further questions, please contact venditore@affinato.com.

When can I delete an ad?

Your ad remains online on Affinato for 3 months. If you do not sell the wine during this time or no longer want to sell it, you can delete the ad at any time from your Affinato account.

Why does Affinato verify that my announcement is still current?

To ensure the quality of the ads, we send you an email every 3 months to ask if your wine is still available. If you do not confirm, the ad will be deleted automatically after one week.

If my ad has been deleted, how can I reactivate it?

We are happy to reactivate your ad. Email us at venditore@affinato.com.

Vendere Vini come Commerciante

Come si effettua la registrazione come commerciante?

Registrarsi come commerciante su Affinato è semplice e veloce:

1. Inserisci i tuoi dati personali.
2. Scegli il metodo di pagamento: carta di credito o addebito diretto SEPA.
3. Invia i documenti di verifica.

A questo punto, puoi caricare i tuoi primi annunci. I tuoi annunci saranno pubblicati solo dopo che Affinato avrà verificato i documenti e attivato il tuo account commerciante. Per questo, dovrai inviare una copia dei seguenti documenti tramite upload, email, fax o posta:

• Estratto del registro delle imprese o denuncia di inizio attività.
• Un documento che comprovi la veridicità dell’indirizzo, come una bolletta telefonica o dell’elettricità.

Approfitta dei 30 giorni di prova gratuita per testare i servizi di Affinato: Registrati gratuitamente.

Quali sono i pacchetti per i commercianti?

Affinato offre tre pacchetti per soddisfare diverse necessità. I pacchetti Light, Pro e Premium si differenziano principalmente per il numero di annunci e la commissione di vendita. Ogni pacchetto ha un costo diverso che può essere pagato mensilmente o annualmente. Trovi tutti i dettagli qui.

Come si pubblica un annuncio?

Puoi pubblicare annunci per i tuoi vini autonomamente o scegliere l’importazione automatica dei dati dal tuo sito web. Puoi creare i tuoi annunci nel Gestore di portale, dove hai a disposizione numerose funzioni. Indipendentemente dal pacchetto scelto, puoi pubblicare fino a 16 foto per annuncio. L’importazione dei dati dal tuo sito web è consentita a partire da 50 annunci. In questo caso, i dati verranno importati automaticamente dal tuo sito web e aggiornati quotidianamente.

Come modifico o cancello il mio annuncio?

In caso di importazione dei dati, gli annunci sono identici a quelli del tuo sito web di commerciante. Se apporti modifiche al tuo sito web, queste saranno automaticamente visibili su Affinato dopo l’importazione successiva.

In caso di inserimento manuale, puoi modificare o eliminare autonomamente i tuoi annunci nel Gestore di portale. Vai alla voce Annunci e seleziona l’opzione Modifica annunci. Apporta le modifiche desiderate e salva l’annuncio.

Come vengono fatturati gli accessori?

Per gli accessori, offriamo condizioni speciali: 50 annunci di accessori vengono fatturati come un annuncio di vini.

Perché non visualizzo l’indirizzo e-mail di un possibile acquirente?

Quando l’acquirente e il venditore comunicano tramite il nostro sistema, nascondiamo i loro indirizzi e-mail per motivi di privacy. Il nostro sistema rende anonimi gli indirizzi e-mail per evitare phishing e altre attività fraudolente.

Dopo aver raggiunto un accordo con il possibile acquirente, puoi richiedere i suoi dati di contatto tramite un modulo. Così verrai a conoscenza del suo indirizzo di spedizione o potrai inviargli una richiesta di pagamento tramite PayPal. Il link al modulo è presente in tutte le email inviate dal possibile acquirente tramite il nostro sistema.

Ecco un esempio di indirizzo e-mail anonimo: 41d07ee4-9cb3-4893-ade2-012bb56efc88-1un98@reply.affinato.com

Le informazioni che indico nell’annuncio sono vincolanti?

Le informazioni che inserisci nell’annuncio sono vincolanti, quindi assicurati che siano sempre veritiere e realistiche. In caso di annullamento di un ordine dopo la ricezione del pagamento, ci riserviamo il diritto di addebitarti una penale.

Informativa sulla Privacy

I dati personali forniti a Affinato sono al sicuro?

Sì. Ci avvaliamo delle tecniche di sicurezza più moderne per proteggere i tuoi dati personali da manipolazione, perdita totale o parziale e accessi non autorizzati da parte di terzi. Per maggiori informazioni, consulta le nostre norme sulla privacy.

I miei dati vengono trasmessi a terzi?

Utilizziamo i tuoi dati personali solo per elaborare la tua richiesta d’acquisto o il tuo ordine. La trasmissione dei dati a terzi avviene solo se esplicitamente indicato nelle nostre norme sulla privacy.