FAQs
Do I need to register?
No, you do not need to register. You can checkout as guest.
What types of payment do you accept?
We accept most Debit/Credit cards (Visa, Master Card & Amex).
Are you looking for a specific product ? Do you need an advice or have a question about your order and would like to contact our customer service?
If you don't already know which product to order, if you're looking for a gift to offer, or if you have a question regarding your order, contact our team :
- By Phone at +33 (0)5 45 36 88 86 ;
- By Email at boutique@chateauroyaldecognac.com ;
- By Mail at Château Royal de Cognac, 127 Boulevard Denfert Rochereau, 16100, Cognac ;
- Submit your question using the contact form located at the bottom right corner on our website (could be enabled using the “Help” button) ;
- Via our Chat directly when you browse our site.
Do you offer personalisation ?
Personalisation is only available for our exclusive blend : Héritage Royal with 2 options :
1/ We can send you all the labels in your order so you'll be able to customized your bottle ;
2/ We can do the customization of your Héritage Royal bottle labels depending on your wishes.
You can choose one of these options on the product page and the "customized label" text box underneath. Orders with personalisation may take up to 2 days longer to process before we can post them.
Are other items going to be added to the Château Royal de Cognac E-Shop?
From time to time, we will add new collections. To keep you updated on our latest news and dedicated offers, join our mailing-list !
How do you deliver orders?
We use DHL as courier.
When will I receive my order?
Orders will be shipped the next or two business day. Shipping by DHL takes from 5-7 business days depending your type of expedition (express, standard or ODD).
How can I track my order?
You will receive an email with tracking information when your order is shipped.
Do you deliver alcohol?
Yes, we deliver alcohol. Upon receipt, you may be asked by the courier for age verification to comply with our policies.
What if I need to cancel or amend my order?
We work to ship orders as quickly as possible. For this reason, we can not guarantee that we will be able to cancel or amend your order after it has been placed.
If you need to do so, please contact us immediately at boutique@chateauroyaldecognac.com or call us at +33 (0)5 45 36 88 86 and we will do our best to cancel or amend it. If you order has already been handed over to the courier, please see our return policy for further instructions.
What if there is an issue with my order once I receive it?
Please contact us at : boutique@chateauroyaldecognac.com If the product is damaged we will refund you as per our refund and return policy.
What is the refund and return policy?
You must return any unwanted merchandise in original packaging within 14 days of delivery. Returns after this time will not be accepted. Please check our full Refunds policy on the following link: https://boutique.chateauroyaldecognac.com/policies/refund-policy
What are the Terms & Conditions?
Please check our full Terms Of Service located on the following link: https://boutique.chateauroyaldecognac.com/policies/terms-of-service
What is your Privacy Policy?
Please check our full Privacy Policy on the following link: https://boutique.chateauroyaldecognac.com/policies/privacy-policy
How do promotional code work?
If you have a discount code, enter it during checkout and the discount will be applied to your order.
Can I do order by phone?
Orders can only be placed through the website.
