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Frequently Asked Questions (FAQs)

If you don’t see your question below, please send us a note: hello@dcanterwines.com. Please also review our Privacy PolicyTerms & Conditions, and Shipping Policy.

 

GENERAL INFORMATION


What is DCanter?

DCanter is a wine boutique located in Washington, DC that specializes in helping you find delicious artisanal wines to match the experience that you seek. Our expert staff is happy to help you find the perfect pairing for life’s occasions – whether you’re celebrating something special, or wanting to enjoy an easy glass or two after a long day at work, or looking for wine that will pair well with a type of cuisine. We also provide wine education for those seeking to learn more and are curious to explore the world of wine. Check out our upcoming list of classes here.

 

Who chooses the products that are in your shop and online?

We do! Our team seeks out independent producers who are passionate about their craft, committed to making quality wines, and treat the land and their vines with respect. We vet and taste through every single wine to ensure that it meets our standards for quality and taste. Click here, for more information about us!

 

WINE CONCIERGE SERVICE BY DCANTER


What is Concierge by DCanter?

Concierge by DCanter is a monthly, personalized wine selection and delivery service that caters to your unique taste, budget, and lifestyle.

 

How does it work?

Create a taste profile, and we’ll match you with a dedicated wine concierge who will hand-select wines based on your taste and budget preferences. Don’t know a lot about wines? Not to worry. Your wine concierge will help you discover your wine style. If you are a connoisseur, your wine concierge would be happy to help you more easily access wines to meet your palate’s needs. You can choose to receive either three (3), six (6), or twelve (12) bottles monthly. The Concierge service is only $15 per month, which is waived for purchases of 6 or more wines, and includes unlimited delivery in case you want to order more. You can pause months or cancel at any time.  As a valued Concierge client, you continue to get unlimited delivery even when you pause or skip your regular Concierge case.  In this way, should you need wines after all, you can order your wines online or give us a call at the wine boutique, and we'll get your wines to delivered your door.  Prior to curating your next month’s Concierge selections, your wine concierge will contact you seeking feedback on how you enjoyed the wines you received.

 

Is Wine Concierge by DCanter the same as a wine club?

No, our wine concierge service is truly a personalized service that keeps your preferences in mind. We think that’s better than a wine club! Most wine clubs offer you and everyone else who are in the club the exact same wines, a fixed price, and charge delivery fees. Concierge by DCanter is different in the following ways:

  • Personal Wine Concierge – You get a your very own real person wine concierge who is responsible for learning about your taste preferences and budget and whom you can reach out to for any questions or additional wine requests.

 

  • Your Taste Considered – Not only do you have access to unique artisanal and small-production wines, but also the wines selected are truly just for you – based on your taste preferences and no one else’s.

 

  • Wines on Your Budget – That’s right. You set the budget and let your wine concierge know how much you’d like to spend in any given month.
 
  • Unlimited Delivery  – Never pay delivery fees again!  You can order more wines after your regular Concierge case has been delivered, and we'll deliver to you at no charge. If you initially decided to skip a month or two, but then changed your mind and wanted wines after all, you can order wines online, contact your wine concierge to send you wines, or give us a ring at the wine boutique, and we'll deliver to you at no charge.  

 

What do you mean I can set my own budget?

You have the flexibility to set your budget.  You can opt for an average price per bottle range, mix your pricing ranges, or indicate a do not exceed maximum for the total cost of your wines that you'll receive each month.  The Taste Profile you'll fill out offers average price per bottle ranges of $15-$20, $20-$30, $30-$40, or $40+.  If you want your wine concierge to mix your pricing ranges or set a do not exceed maximum, select your primary budget range and then expand upon your preferences in the comments box within the Taste Profile. For example, if you want a mix of prices for a 6 bottle option, you can state how many bottles per average bottle price you want your wine concierge to include. You can be specific and state that you want 2 bottles at $15-$20, 2 bottles at $20-$30, and 2 bottles at $40+ or set a maximum amount that your Wine Concierge should not exceed (before taxes and fees). If you decide to set a maximum, do not exceed amount, we suggest considering a minimum of $90 for the 3 bottle option, $120 for the 6 bottle option, or $240 for the 12 bottle option to ensure that you have a wider range of wine styles available to you.

 

Where do you deliver for the Concierge service and how much does delivery cost?

Delivery is free in Washington, DC! For our customers in nearby Maryland or Virginia, you are welcome to pick up your Concierge wines at the wine boutique. We host monthly pick-up parties where you can come and get your wines, and we open up some additional bottles for you to try!  

Your wine concierge will let you know when the wines are ready for delivery or pick-up. If the delivery location is in Washington, DC, your wine concierge will inform you of the delivery schedule. Typically, you will be offered two delivery window options: a weekend morning (between 9:00 AM and 12:00 PM) or a weekday evening (between 6:00 PM – 9:00 PM). If you miss a delivery window, you can pick up the wines at your convenience. We can also attempt a second delivery at no charge to you!  Just inform your wine concierge about your preference.

 

Do I need to be home to receive delivery?

The law requires that an individual who is at least 21 years old be available to receive and sign for the wine delivery. The individual receiving the wines must be able to prove their age using a government issued form of identification. DCanter reserves the right to refuse delivery when age cannot be verified. DCanter, in its sole judgment, reserves the right to refuse delivery to anyone who appears to be intoxicated.

 

What if I don’t like the wines I received?

We do our best to make sure that the wines selected for you match your taste. Please do let your wine concierge know by email or indicate this in the feedback form that your wine concierge will send you prior to curating your next Concierge package. It’s important that your wine concierge learns about how you enjoyed your wines and continues to refine his or her understanding of your taste preferences. If your taste preferences have changed, please do update your Taste Profile so that your wine concierge will continue to keep up-to-date on your likes and dislikes. If you still feel that your wine concierge is not meeting your palate preferences, please contact hello@dcanterwines.com or call 202-817-3803, and we will work together to ensure you get what you need.

 

What if I missed the delivery or can't pick up my wines and no longer want my wines?

We make every effort to coordinate with you to deliver your wines at your requested day and time based on the Concierge delivery options available.  If you miss your requested delivery window, we are happy to attempt a second delivery.  If you'd prefer, you can also pick up the wines from our store.  If you are unable to pick up the wines during the month that we have already curated wines especially for you, you can wait to receive the wines at the next month's delivery and select a timeframe that works best for you based on the delivery options we have available. We do not offer wine storage services.  Any wines purchased must be picked-up or delivery coordinated within 30 days of purchase.  After 30 days and we have not heard from you or your wines have not been picked-up or delivery coordinated, we will re-stock the wines.  We do not offer refunds or exchanges for wines that have been purchased but never picked up or delivered, and we reserve the right to charge a re-stocking fee of $20.00 for each order that needs to be re-stocked.
 
We spend time, effort, and inventory resources to ensure wines are properly curated to your taste and budget preferences and that you have information about each wine through the personalized tasting notes.  Therefore, we do not allow refunds for wines that have already been curated for you.  If you need to take a pause or skip a month, please notify your wine concierge within five (5) days of the feedback survey that you were emailed.  If we do not hear from you about your intent to skip or pause the month within the five (5) days of reaching out to you to get feedback on the wines that were curated for you from the previous month, your wine concierge will hand-select wines and you will be charged for those wines.
 

 

How do I take a pause on or skip my Concierge service?

Each month, prior to curating your next Concierge case, your wine concierge will send an email requesting feedback on the wines that were curated for you in the previous month.  You have five (5) days to respond from the date that email was sent to indicate to your wine concierge of your preference to take a pause or skip a month.  If your wine concierge does not hear from you within those five (5) days, your wines will be curated and you will be charged for the wines. 
 
If you do take a pause or skip, know that we are still working for you -- maintaining your account, finding wines for your next Concierge case, developing your tasting notes and feedback survey, among other things.  There is a cost to maintaining your Concierge account, which is why you are billed $15 per month for this service each month (note that the fee is waived for purchases of 6 or more wines).  If you no longer wish to use the Service, please cancel your account by notifying your wine concierge or contacting DCanter at 202-817-3803 or hello@dcanterwines.com. 
 

 

How do I cancel my Concierge service?

We'll be sad to see you go and would appreciate understanding why you want to cancel your service.  To cancel the service, just email your wine concierge within the five (5) days of receiving your feedback email.  As mentioned above, each month, prior to curating your next Concierge case, your wine concierge will send an email requesting feedback on the wines that was curated for you in the previous month.  You have five (5) days to respond from the date that email was sent to indicate to your wine concierge of your preference to cancel the service.  If your wine concierge does not hear from you within those five (5) days, your wines will be curated and you will be charged for the wines.  Your Concierge service will be cancelled at the next month following the month that your wines were curated, if we did not hear from you in time.
 

 

I changed my mind about pausing or canceling my Concierge service. How can I get started again?

Simply email your wine concierge or send an email to hello@dcanterwines.com or create a taste profile to get started again with your Concierge service.
 

 

ONLINE PURCHASES AND DELIVERY (Non-Concierge)


Is everything you sell online also in the store and vice-versa?

Not all of the wines found in the store is available online and vice-versa. If you purchased a wine in the shop and don’t see it available online, please call us at 202-817-3803. We’d be happy to check its availability for you.

 

Where do you deliver?

At this time, we deliver anywhere in Washington, DC.

 

How much is the delivery fee?

We charge a flat fee of $10.00 for delivery anywhere in Washington, DC.

 

Can you leave my wines on my doorstep or do I need to be home to accept delivery?

The law requires that an individual who is at least 21 years old be available to receive and sign for the wine delivery. The individual receiving the wines must be able to prove their age using a government issued form of identification. DCanter reserves the right to refuse delivery when age cannot be verified. DCanter, in its sole judgment, reserves the right to refuse delivery to anyone who appears to be intoxicated.

 

RETURNS AND EXCHANGES

Unused or unopened accessories and books may be returned for a full refund within 30 days of purchase. Defective wines and craft beers may be exchanged for items of equal or greater value. (Subject to the restrictions below.)

 


What if my product is defective?

DCanter stands behind the quality of all the wines and craft beer that we sell. If you open a bottle and find that it is defective (corked, oxidized, otherwise spoiled), we will gladly exchange (not refund) it for a bottle of equal or greater value. If you exchange an item for one of greater value, you will be asked to provide the retail price difference, along with any applicable taxes, at the time of the exchange. We do not issue store credit. Since we cannot control how bottles are stored once they leave our possession, we will only accept defective bottles for exchange within 30 days of purchase. Items to be returned are subject to evaluation by our staff and must be accompanied by the original sales receipt. Unused, unopened, and undamaged accessories and books may be returned for a full refund within 30 days of purchase. After 30 days, accessories and books are no longer eligible for a refund. Your item(s) must be accompanied by the original sales receipt.

 

How do I return items?

Our return policy is only applicable to book and accessory purchases, not wine or beer. Please bring the items back to DCanter within 30 days of purchase, along with the original sales receipt. If the items were delivered, please call us at (202) 817-3803 to discuss your options.

 

How do I get my product exchanged (for defective wines or beers) or my refund (for non-wine or non-beer purchases)?

Defective wines and craft beers may be exchanged for items of equal or greater value. Refunds on accessories and books will be issued in the original form of payment.

 

 

CLASSES AND EVENTS

 

I purchased tickets to a class/event, but need to something came up and I need to cancel.  How can I cancel my purchase?

Cancellations by attendees are allowed up to 48 hours prior to the class/event start time to receive full refund. Cancellations made by attendees within 48 hours of the class/event will be charged in full and are not eligible for store credit or class credit.

 

What happens if there's bad weather or some kind of state of emergency, will DCanter still hold the class/event?

If the Federal Government or the DC Public School system announces an unplanned closure, DCanter will reschedule the class. Attendees will receive an email notifying them of the cancellation, date and time of rescheduled class, and any other necessary information.

 

What if I arrive late to the class/event, can I still attend?

Attendees have a 15 minute grace period. Arrival more than 15 minutes after the start of a class/event does not guarantee you a seat. You remain responsible for the payment of the class. Please plan ahead and aim to make the class/event on time.

 

I really want to attend a class/event, but the tickets are sold out.  Is there a wait list that I can get on?  

We encourage you to email us if a class/event that you're interested in attending is sold out. In the event that a space opens up, we will contact individuals on the wait list according to a "first to sign up for the wait list" basis.