Shipping and Delivery Policy

Last updated: 26 August 2026

This Shipping and Delivery Policy applies to purchases of physical products made through www.divesvinum.it, www.divesvinum.com and their localised versions, operated by:

Dives S.r.l.
Registered office: Via Luciano Manara 34, 20855 Lesmo (MB), Italy
Tax and VAT number: IT10188010960
Email: marketing@divesmilano.com

The options actually available for a specific order, including destination, shipping service, cost and estimated delivery time, are displayed at checkout before the order is confirmed.

This Policy does not apply to products or services that do not require physical delivery, unless otherwise stated.

1. Shipping Destinations

Dives ships within Italy, to European Union countries and to selected countries outside the European Union.

Shipping availability depends on the destination country and address, the type of products ordered, the courier service available and the laws governing the sale, transport and importation of alcoholic beverages.

The destinations currently available are shown at checkout once the delivery address has been entered.

The ability to select a destination at checkout may remain subject to verification where legal, customs or operational restrictions apply.

2. Shipping Costs

Italy

For deliveries within Italy:

• Express shipping costs €13.90;

• shipping is free for orders of €69.00 or more.

European Union

For deliveries to European Union countries:

• the cost varies according to the destination and is calculated at checkout;

• shipping is free for orders of €269.00 or more, where available.

Countries Outside the European Union

For deliveries outside the European Union:

• the cost is calculated at checkout according to the destination and available service;

• shipping is free for orders of €769.00 or more, where available.

Eligibility for free shipping and the relevant order value are determined at checkout. Any temporary promotions, exclusions or different conditions will be displayed before the order is confirmed.

The shipping cost shown in the final checkout summary is the cost applicable to the order.

3. Order Processing and Delivery Times

Orders are normally prepared and handed to the courier on business days, Monday to Friday, excluding public holidays.

For deliveries within Italy, orders are normally delivered within approximately 1–4 business days from order confirmation, unless a different estimate is shown at checkout or on the product page.

For international deliveries, times depend on the destination country, the service used and any applicable customs procedures. An estimate, where available, is displayed at checkout or provided with the shipping confirmation.

Delivery times are estimates and may be affected by public holidays, unusually high order volumes, weather conditions, strikes, customs inspections, unavailability of transport services or other events outside Dives’ reasonable control.

Dives will inform the customer when it becomes aware of a significant delay. For consumer purchases, unless a different delivery period has been agreed, delivery will in any event take place within the maximum period required by applicable law, normally 30 days from conclusion of the contract.

Any statutory remedies available to consumers in the event of delayed or failed delivery remain unaffected.

4. Packaging and Weather Conditions

Bottles are packed using materials suitable for transporting wine, spirits and other beverages, with particular attention to protection against impact and breakage.

During periods of exceptionally high or low temperatures, Dives may contact the customer to agree to postpone dispatch where this is advisable to preserve the condition of the products.

Any postponement will be managed taking the customer’s preferences into account and will not restrict any mandatory rights available under applicable law.

5. Tracking and Address Changes

Where tracking is available, the customer will receive an email containing a tracking number or link after the order has been handed to the courier.

Tracking information may take several hours to become active in the courier’s systems.

Customers must provide a complete and accurate delivery address, including any relevant apartment, building, entry-system or access details and a telephone number at which they can be reached.

Requests to change a delivery address must be submitted to Dives as soon as possible. Once an order has been handed to the courier, a change cannot be guaranteed and may result in additional costs where charged by the courier and where the need for the change is attributable to the customer.

6. Delivery and Age Verification

Alcoholic beverages may only be purchased and received by people who have reached the minimum legal age required in the destination country.

The courier or other person carrying out the delivery may request proof of identity and refuse delivery if the applicable age requirement cannot be verified.

Customers must ensure that someone legally entitled to receive the products is present at the delivery address.

Delivery on a precise date or during a particular time slot cannot be guaranteed unless expressly included in the service selected at checkout.

7. Transfer of Risk

For purchases made by consumers, the risk of loss of or damage to the products remains with Dives until the customer, or a third party designated by the customer other than the courier, takes physical possession of them.

If the customer independently appoints a carrier that was not offered by Dives, risk passes to the customer when the products are handed to that carrier, to the extent permitted by applicable law.

The issue of a tracking number or the handover of a parcel to Dives’ courier does not, by itself, transfer risk to the consumer.

8. Failed Delivery and Storage

If the recipient is absent, the courier may make a further delivery attempt, hold the parcel at a depot or collection point, or provide instructions for rescheduling or collection.

Customers are encouraged to monitor the tracking information and cooperate as reasonably necessary to complete delivery.

Where delivery fails for reasons attributable to the customer, including:

• an incorrect or incomplete address;

• repeated absence of the recipient;

• failure to collect the parcel within the holding period;

• unjustified refusal of delivery;

• failure to cooperate with customs procedures;

any actual and documented costs of storage, return, redelivery or other necessary handling may be charged to the customer or deducted from any refund, solely to the extent permitted by applicable law.

This does not apply where the failed delivery is caused by Dives, the courier or circumstances for which the consumer cannot reasonably be held responsible.

9. Lost Parcels and Parcels Marked as Delivered

If tracking has not been updated for an unusual period or delivery does not take place within the stated period, the customer may contact Dives and provide the order number.

Dives will carry out the appropriate checks with the courier. The customer may be asked to provide information reasonably required for the investigation but will not be required to resolve the dispute with the carrier independently.

If a parcel is confirmed as lost before delivery, Dives will provide the remedy required by applicable law, which may include reshipment where the product remains available or a refund of the amounts due. Replacement may not be possible for rare, vintage or one-of-a-kind bottles.

If tracking shows that a parcel has been delivered but the customer has not received it, the customer should first check with members of their household, neighbours, reception or concierge services and any authorised safe location, and then contact Dives as soon as possible.

10. Products Damaged in Transit

Customers are advised to inspect the condition of the packaging at the time of delivery.

If the parcel shows visible damage, stains, leaks, crushing or signs of tampering, the customer may accept it subject to a specific written reservation, describing the damage on the courier’s delivery record, or refuse it where it is seriously compromised.

If any bottle is broken, missing or damaged, the customer should contact Dives as soon as possible at marketing@divesmilano.com and provide:

• the order number;

• a description of the problem;

• photographs of the external packaging;

• photographs of the internal protective materials;

• photographs of the damaged bottles and their labels.

We recommend reporting the problem within 48 hours of delivery and retaining the packaging until the checks have been completed, where it is safe to do so. If broken glass is present, the customer should avoid any unsafe handling.

A written reservation to the courier, the recommended 48-hour reporting period and the requested photographs help us process the claim, but they are not conditions for exercising any mandatory consumer rights.

11. Vintage Bottles and Original Packaging

Due to the nature of the products sold, some vintage bottles may show normal signs of age, including variations in fill level, label wear, marks on the capsule or wear to the packaging.

Relevant conditions are stated on the product page and, where possible, documented through photographs.

Features clearly described or visible before purchase are not considered transit damage. A presentation box, wooden case or other original packaging is included only where it is expressly stated or shown on the product page.

This section does not restrict the customer’s rights where a product does not correspond to its description or has suffered additional damage.

12. International Shipping, Customs and Taxes

Deliveries outside the European Union may be subject to customs duties, excise duties, local taxes, administrative fees or charges imposed by the courier or the authorities in the destination country.

Unless otherwise stated at checkout, these amounts are not included in the product price or shipping charge and must be paid by the recipient.

Customers are responsible for checking any personal requirements applicable to the purchase, importation or receipt of alcoholic beverages in the destination country, including permits, quantity limits and age requirements.

Dives may cancel an order if, before dispatch, it determines that delivery cannot legally or operationally be completed. In this case, the amounts charged for the cancelled order will be refunded.

Customs procedures may cause unpredictable delays. If importation or delivery cannot be completed because the customer supplied inaccurate information, lacks a required personal authorisation or refuses to pay properly disclosed and lawfully imposed charges, any actual and documented costs of storage, return, destruction or abandonment may be charged to the customer or deducted from any refund to the extent permitted by law.

13. Collection from Dives

Where offered at checkout, customers may select free collection from the Dives location stated in the order.

Customers must wait for the email confirming that the order is ready before travelling to the collection point. Opening hours and collection instructions will be provided in the order confirmation or subsequent collection notification.

The order number, proof of identity and, for alcoholic beverages, proof of age may be required at collection.

For consumer purchases, risk passes to the customer when the customer or their authorised representative physically collects the order.

14. Returns, Refunds and Customer Support

For information about cancellation rights, returns, non-conforming products and refunds, please see our Returns, Cancellation and Refund Policy.

For assistance with an order or delivery, please contact:

Dives S.r.l.
Email: marketing@divesmilano.com

Please include the order number so that we can assist you more quickly.