Frequently asked questions
Bottle-UP is the first SWAS (Software With A Service). Through the proprietary platform, Bottle-Up gives the possibility to create fully customized food and wine products on demand. Restaurants, wine bars, corporates and individuals can personalise wines, beers and oil bottles in a simple and flexible manner, on demand, through highly efficient and innovative solutions:
- Dynamic tool to customise products in a few clicks;
- Software to generate customised offers based on the needs of every single customer.
Bottle-Up represents a single interlocutor for our customers by providing a comprehensive support, from product selection to personalisation, production and logistics.
If you are a private user and you are over 18 you can access the configurator, create your bottle and buy by clicking on 'PERSONALISE BOTTLE'. If you are a registered B2B customer and access the dedicated configurator by clicking on 'Ho.Re.Ca SERVICE' or on 'Corporate SERVICE'.
The final price of every product depends exclusively on the customisations chosen by the customer. Prices of products and personalsation options are always shown during the customisation process. Standard prices od the products always include personalisation in digital printing.
The prices of the individual components indicated on the customisation tool dedicated to private users are all inclusive of VAT, while on the B2B side the prices are ex VAT.
Yes, you can buy as many bottles as you want customising one bottle at a time. If needed, it is also possible to get gift boxes and personalised greeting cards.
Different personalization techniques are available:
a) TYPE OF LABEL -> you can always choose between 'UPLOAD FILE READY TO PRINT', in this case your creativity will be printed as we receive it, 'UPLOAD FILES TO EDIT', in this case you will access our editor through which you can insert texts, frames and filters to your file / image, 'LIMITED EDITIONS', in this in this case you will select limited editions that can not be modified, or 'TEMPLATE', in this case you can modify texts of the pre-set labels;
b) PRINTING TECHNIQUE -> standard labels are DIGITAL PRINTED in rectangular or square formats. However, for those who need labels with fine finishes, special printing techniques are available with a minimum order of 36 bottles. In particular UV PRINTING for gold, silver, braille and polishing effects, DIGITAL PRINTING for irregular shapes. You can choose these printing techniques directly on the Bottle-Up customisation tool. In order to proceed with these types of personalisation, you can always choose the available templates. Moreover, professional graphic designers can always go to PRO USERS and follow the guidelines to create vector files ready to be printed in special techniques.
The files for printing must be created and sent in vector format (.pdf, .ai);
The vector file must be set with CMYK Coated FOGRA39 color profile, 300 dpi resolution and a live page of at least 2 mm;
If you do not have a file with the previous features, you can consult the Bottle-Up customer support.
There are luxury customization techniques: SLEEVER LABELS and ENGRAVING ON BOTTLES. A) SLEEVER> The sleeve technology allows you to customize the entire surface of the container adapting to all shapes, and is increasingly appreciated and used by those who want to enhance their own brand. The bottle with sleeve label allows you to enter a greater amount of information and graphic details, being able to use the surface available at 360 °. The labels are made of heat-shrinkable material and fit perfectly on the bottle with a unique result. For this type of customization a minimum order of 300 bottles is required;
b) BOTTLE ENGRAVING> It is a direct engraving on the glass of the bottle and hand painted in gold, silver or bronze. The process is artisanal and requires a production time from 10 to 15 days.
To request a quote on these customization techniques, you can ask a specific quotation in the section GET QUOTE.
Of course, once you have completed the personalization of the bottle(s), you can decide to proceed later with the payment. You will find all the orders saved in yoor 'CART' and you can proceed with the payment by clicking on the green 'Complete' button. If the selected products are out of stock at the time of actual purchase, the system will inform you and will eventually suggest you similar products.
Our offer is always updated based on the actual availability of the products. For each product there are availability for deliveries in 24/72 hours and availability for longer deliveries (5-10-20 working days). When ordering you will always have evidence of estimated shipping and delivery times.
We do not receive telephone orders. If you need assistance or more information you can contact us using the form on the 'CONTACTS' page or through the chat in the left corner of the page (from Monday to Friday excluding holidays from 9:00 to 13:00 and from 15:00 : 00 to 18:00).
No problem, write us using the form on the 'CONTACTS' page or through the chat in the left corner of the page (from Monday to Friday excluding holidays from 9:00 to 13:00 and from 15:00 to 18:00). Our product managers will find the products you are looking for. For non-pricelist products, minimum orders may be required.
We accept payments through Paypal (supported circuits: Paypal, Visa, Mastercard, Maestro, American Express, Discover and Carta Aura) and the Unicredit PagOnline banking platform (supported circuits: Visa, Visa Electron, V PAY, Mastercard and Maestro). br> For B2B users, payments are also accepted by bank transfer and cash on delivery, in the latter case a 3% service surcharge on the total order is envisaged.
Paying by credit card on Bottle-UP is safe and reliable. The confidential data are not processed by our servers or our staff but exclusively by the banking system and are not stored in any database, neither ours nor the bank. The transaction takes place via a secure and encrypted connection.
The CVV code is a 3-digit number found on the back of your credit card and is required to confirm ownership of the card.
With the name 3D Secure you define the Verified SecureCode fraud protection systems designed by Visa and MasterCard International Circuits. It has been created to guarantee greater security in online payments. Once activated and correctly configured this additional security option on the site of your card issuer, you will receive an SMS to the indicated phone number, with a single-use security code to proceed and confirm the purchase.
In case of unsuccessful payment for 3DS: AUTENTICATION ERROR, please repeat the order payment taking care to correctly insert the credit card details and the 3D Secure single-use code required to approve the transaction.
To proceed with a new payment attempt it is not necessary to repeat the personalization of the bottles, since it can retrieve the order in the CART section. Once in the section you will see a list of all the orders you have saved, clicking on the green
'Complete' button next to the desired order will be redirected to the payment method choice page for the selected order and can proceed with a new attempt of payment.
If the 3DS: AUTENTICATION ERROR error is returned to the next payment attempt, we invite you to check in the customer area of the card used that the 3D Secure fraud protection system, active on the card in question, is correctly configured to send a single-use code to approve the transaction every time it tries to
conclude an online payment. Depending on the company that issued the credit card and the sending method indicated during the configuration of the service, the single-use password can be sent via sms, smartphone app or code generator device.You can also use the option of payment, PayPal, and conclude the purchase:
- Using your PayPal account if you already have one.
- Creating a new Paypal account and by giving you a credit card.
- Without creating a Paypal
account and entering your credit card details directly in the form that appears on the screen after selecting the PayPal payment option. In this case, the 3D Secure code will not be required to validate the transaction.
To request assistance fill out the form on the CONTACTS page specifying in the subject: Problem payment order ID (order number), we will reply as soon as possible.
You will receive a confirmation e-mail with data and the amount of the transaction. Furthermore, by accessing your USER AREA you can check your orders by clicking on 'ORDER HISTORY'.
To recover the password simply click on 'USER AREA' and select 'Forgotten Password?'. After entering the email with which you registered by clicking on 'Send' you will receive an email with the link to reset your login credentials.
It is possible to request the cancellation of the order only if this has not yet been processed. To make the request, fill out the form on the CONTACTS page indicating the ID of the order to be canceled both in the object and in the body of the message. We will cancel the order as soon as possible, refund the full amount of the transaction and give you confirmation.
Once each order is completed, private customers will find a receipt for the products purchased in their user profile. The tax receipt will be included in the package only at the express request of the customer.
Regarding BUSINESS users, during registration you will be asked to enter the billing details. Once the order is completed, the relevant invoice will be immediately visible in the USER AREA. To download the invoice it is necessary to access the user profile in the 'ORDERS HISTORY' section.
For purchases of private customers, shipping costs for Italy amount to € 8.90. Shipping is free for orders over € 99.00.
The rates for shipments abroad vary depending on the destination and the number of bottles purchased. In addition to that, the order must contain a minimum of 6 bottles to be completed.
For B2B purchases shipping costs vary depending on the destination and the number of bottles purchased. Please check the shipping page to get more information on the characteristics of shipments and countries available.
If the destination of the goods is not available, you can save your order and request a dedicated quotation for shipping.
We have studied innovative and safe packaging, with the aim of greatly reducing breakages and thermal changes in wines, beers, extra virgin oil and other food products during transport.
Yes, we ship worldwide via international couriers. Costs for shipments abroad vary depending on the country of destination, weight and number of bottles purchased (only orders of at least 6 bottles will be accepted). Shipping costs to European countries (excluding Italy) include all the documentation required by and for customs. The duties on alcohol are excluded, which vary depending on the destination country. Excise and duties payment on request.
If the Country of destination of the goods is not available, you can save your order and request a dedicated quotation for shipping.
Availability and production times are indicated for each product. The estimated delivery is always visible in the order summary, which is calculated based on the before mentioned production and shipping time, which differs depending on the quantity and place of destination of the goods.
See the shipping page for delivery estimation process. It is based on the type of shipment selected during the order, the destination, the number of bottles.
Once the order has been processed, we will send you an email with the tracking code to check the status of the shipment on the courier website in charge of it.
Contact our customer service by filling out the form on the CONTACTS page. Please indicate the recipient's name and the order ID in the subject and the body of the message. We will contact the courier to resolve the inconvenient.
If the order has not been processed yet, there is no problem. You can contact our customer service by filling out the form on the CONTACTS page, sending us the correct address. We will send an email confirming the change. But remember, once the bottles are shipped, it will no longer be possible to change the address.
If you receive broken or damaged bottles, contact our customer support by filling out the form on the CONTACT page. You may be asked to send us the bottle to be returned and to attach a photo with the description of the damage to allow us to check the problem and take action accordingly. We will send a discount voucher for next purchases with the value of the damage.
Purchases are not subject to the right of withdrawal. The right of withdrawal by the consumer does not apply according to art. 5 paragraph 3 letter c) of Legislative Decree 185 of 22/05/99 as it involves the supply of goods made to measure or clearly personalized or which, by their nature, can not be returned or are liable to deteriorate or expire rapidly.
We are always looking for new producers!
Fill out the form on the CONTACT page. We can not wait to meet you and hear your story.
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You can contact our customer support by filling out the form on the CONTACTS page or through the chat in the left corner of the page (from Monday to Friday excluding holidays from 9:00 to 13:00 and from 15:00 to 18:00).