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Products
What should I do if I think I have received a product that does not correspond to the one on the website?
Please bear in mind that we have more than 8,000 products and that the manufacturers themselves can update the image of the product at any time without the need to notify the brand's distributors. Therefore, sometimes it is difficult to update the image immediately and the product you receive, even if it is the same as the one published on the website, may have a slightly different image, without affecting either the quality or the content of the product. If you are a collector and you are looking for a special or limited edition, we invite you to consult with us before making the purchase in case you have any doubts.
Our main goal is your satisfaction and to offer a quality of customer service equal to that of our gourmet products. If you feel that the product you received is totally different from the one you purchased, please inform us in advance so that we can immediately arrange a pick-up and facilitate a refund.
What happens if I receive a product damaged during transport?
Our products are handled by our staff with great care, so if your order suffers a breakage in transit and you notify us, we will arrange for a replacement to be sent immediately.
If at the time you receive your order you notice that the box is damaged or shows signs of breakage, please refuse delivery and ask the delivery person to sign the delivery note from the transport company with the reason for the refusal.
Account
How to create a user account?
To register your user account, you only need to have an email address and choose a password. You can find this option on the top right icon on our homepage. You can also access through this link.
Remember that if you also subscribe to the newsletter, you will receive information about news, offers and exclusive promotions.
How do I cancel my user account?
Please note that if you decide to cancel your user account, all your personal data will be deleted, including your order history. If you would like us to do this for you, please send your request to info@gourmetencasa-tcm.com or contact us by phone from Monday to Friday from 8:30am to 5:30pm (except local or national holidays).
Orders
Is there a minimum purchase requirement?
At TCM Gourmet there is no minimum or maximum purchase. All our products can be purchased individually.
Do I need to create a user account to make my purchase?
It is not necessary, you can make the purchase as a guest user. However, we recommend that you open an account to enjoy the various benefits and exclusive discounts for members.
Is it possible to order products from several sections?
Of course you can! You can select products from any specialised section of our website.
What is the status of my order?
At TCM Gourmet you will be able to check the status of your order from the moment you make your purchase through an ‘Order Confirmation’ email. You will receive emails with tracking links to check the status of your order.
Once your order has been shipped, you will receive the tracking number and you will be able to check the status of your order on the selected carrier's website.
Please note that if your payment was made by bank transfer, it is not verified immediately. Your order will be prepared once the payment has been confirmed, which depends on your bank and the type of payment (domestic or international). After verification, you will receive a ‘Payment Accepted’ notification and your order will enter the preparation process.
What should I do if I receive my order and it shows signs of damage?
If upon receipt of your order you notice that the box or items are damaged or show signs of breakage, if possible, refuse delivery to the delivery person and ask them to sign the delivery note from the carrier stating the reason for the refusal.
Contact us immediately so that we can file a claim with the carrier on your behalf and the affected items can be replaced or refunded. Please note that in order to process a claim for breakage or damage, if you have received your order, we will need you to send us photos of the affected product beforehand. In addition, we need to receive photos of the inside and outside of the box showing the shipping label and the damaged products.
What should I do if the shipment is incomplete?
Some orders may be split into multiple boxes, so if you have received all the packages in your order and there are still products missing, please contact us to resolve this.
How can I cancel an order?
If you need to cancel or modify an order in preparation, please contact us urgently before the order is shipped. We will confirm the cancellation upon receipt of your request.
If the order has already been dispatched, refuse delivery to the driver so that it can be returned to our premises. Once received, we will refund your payment.
Can I buy by email?
If you are a company and need a quotation, please send us the details to info@gourmetencasa-tcm.com, including delivery and billing address. The responsible department will prepare a quote which you can review and pay by bank transfer before your order is prepared.
Please note that invoices to companies will only be issued to Spanish companies or professionals. Invoices issued to other European Union countries will be issued in the name of a natural person.
How can I download the invoice for my order?
You can request your invoice by sending an email to info@gourmetencasa-tcm.com. You can also download it directly from your user account in the ‘My orders’ section, where you will find all your order history.
We do not add the invoice inside the order in case it is a gift.
Do you have rates for companies or professionals?
If you need a personalised quote for a company or professional in Spain, contact us at info@gourmetencasa-tcm.com or call 961162891 / 630509353 from Monday to Friday from 8:30 to 17:30. Our Customer Service department will receive your request and forward it to the appropriate department. This service is only available in Spain.
Payment
What payment methods are available?
Our payment methods are: Debit/credit card (Visa, MasterCard, Amex, etc.), national or international bank transfer, Amazon Pay and Bizum.
Shipping
What are the shipping costs?
Shipping costs are automatically calculated according to the destination, the number of products purchased and the shipping agency you select. They will be detailed throughout the purchase process and you will be able to review them before finalising the purchase.
Do you deliver throughout Spain?
We ship to mainland Spain and the Balearic Islands. Unfortunately, we do not yet have shipping options to Ceuta, Melilla and the Canary Islands.
Which countries do you ship to outside Spain?
We currently deliver to the main countries of the European Union. For countries, delivery times and costs, please visit our ‘Shipping’ section.
What are your delivery times?
Please note that delivery times depend on the destination and the section in which you have purchased, and are independent of the preparation time of your order.
The delivery time is calculated from the date of collection of the order by the transport company and not from the date of purchase. You will receive an email with the subject ‘Shipped’ when the order has left our facilities and you will have a tracking number to check the status of your shipment at any time.
Estimated delivery times do not include weekends or holidays.
Shipping to mainland Spain: 2-3 working days. Transport agencies: GLS, CORREOS EXPRESS.
Shipments to Balearic Islands: 4-8 working days. Transport agencies: GLS, CORREOS EXPRESS.
Shipments to European Union: 4-6 working days. Transport agencies: GLS, FEDEX, CORREOS, UPS.
Shipments to United Kingdom: The estimated delivery time could be affected due to the changing BREXIT regulations, with a delay of up to 14 working days due to customs clearance on departure from our country and on arrival in the destination country.
What days and times will my order be delivered?
Delivery times may vary depending on the transport company selected. Generally, deliveries are made Monday to Friday from 8:00 to 19:00 (excluding local or national holidays).
If you require flexible delivery, we recommend that you contact the selected carrier and arrange for delivery to a collection point.
Can I pick up my order at a delivery point?
It will depend on the options offered by the transport company you have selected for the shipment of your order. To do this, you must contact the transport company and inform them of your tracking number.
The collection points of the transport companies are usually:
CORREOS: Post Office.
CORREOS EXPRESS: Post Office.
FEDEX: Collection point.
UPS: Collection point.
GLS: Collection point / delivery agency.
What should I do if you tried to deliver my order but I was absent?
Please contact the shipping company and provide your tracking number. If you are not at home during delivery, they may leave a note or send you an email. If you are absent on a second attempt, they may leave the package at a nearby collection point.
We recommend that you contact the carrier's local office directly to arrange a redelivery or pick up the package. If you need further assistance, please do not hesitate to contact our customer service team.
How can I change the delivery address?
If you need to change the delivery address of your current order, please contact our Customer Service department, Monday to Friday from 8:30 am to 5:30 pm (except local or national holidays).
Also, remember that you can manage your billing or shipping addresses by going to My account>My addresses. During the purchase process, you will be able to choose from your previously saved addresses.
How can I benefit from free shipping? COMING SOON
COMING SOON
To benefit from free shipping, you must place an order that meets the following conditions, depending on your location:
Spain mainland, Balearic Islands and Portugal
You can get free shipping when you place an order of at least 150€, with a weight limit of 72 Kg per order.
France, The Netherlands, Luxembourg, Italy, Belgium, Austria, Germany, Sweden and Greece
You can get free shipping on orders of 400€ or more, with a weight limit of 40 kg per order.
Romania, Poland, Lithuania, Latvia, Ireland, Hungary, Finland, Estonia, Croatia and Bulgaria
Shipping is free when your order reaches 600€, with a weight limit of 40 kg per order.
Czech Republic, Slovenia, Slovakia, Monaco and Denmark
Free shipping applies for orders of 500€ or more, with a weight limit of 40kg per order.
Azores, Madeira, Malta and Cyprus
Free shipping applies to orders of 800€ or more, with a maximum weight limit of 40kg per order.
Please note that if your order exceeds the weight limit set for your region, you will have to pay for the transport of the products exceeding this weight.
Note: Price ranges are calculated in Euros and will be converted to your country's currency.
UK is exempt from free shipping due to Brexit special conditions.
Returns
How do I return an order I have received?
If you would like to return a product, please contact us to arrange collection at the address and date of your choice. Once we receive the product and confirm that it has not been opened, we will refund the money to your payment method.
Please note that if the return is due to a personal decision and not our error, the customer is responsible for the return postage costs.
Remember that you have 14 days from receipt of the order to return the products.
Company
What kind of packaging do you use?
We use special packaging for our bottles, designed by ourselves. This packaging has been approved by the UPS Agency for the sale of alcohol throughout Europe. It protects the bottles from possible impacts during transport, allowing us to have one of the lowest breakage rates in the industry (less than 1 bottle per 5,000 units shipped).
What does TCM Gourmet do?
TCM Gourmet is a company founded in 2012 that is dedicated to the sale of wines, beers, distillates and gourmet products. We stand out for offering competitive prices and a fast and quality service, which has made us leaders in the sector. We serve both B2C and B2B customers, and we have a catalogue of more than 8,000 product references.
Legislation in force and prohibitions
TCM Gourmet offers a service for the sale of products for consumption, both for individuals and companies. It is important to note that we do not allow the resale of purchased products nor do we provide documentation for it. We are not responsible for the misuse of products by purchasers or for any sales made by unauthorised third parties. We disclaim all liability in this regard.
For legal entities or professionals in the industry, it is important to note that consumer law does not apply. This means that certain rights, such as the right of withdrawal, do not apply to these users.
Communications
How do I change the frequency of marketing emails I receive?
If you would like to receive information about our new promotions and discounts, you can subscribe to our newsletter. Remember that you can always unsubscribe by selecting the appropriate option at the bottom of any of our marketing emails or by making a request to our Customer Service team.
Any other questions
How can we help you?
If you have not found a solution to the above questions, please do not hesitate to contact us at info@gourmetencasa-tcm.com or call us at 961162891 / 630509353 from Monday to Friday from 8:30 to 17:30. We are here to help you.