Frequently asked questions

Account

I you are unable to create an account, please check that you have filled in all the required fields. If this still does not work, please contact us through our online chat or by email : [email protected].

If you have forgotten your password you can click on the button "Password forgotten?". By indicating your email address you will receive an immediate link inviting you to choose another password.

Once you are connected , in the "My account/My profile" section, you can change your password. It will be effective next time you connect.

If you want to cancel your account, please send us a request via our contact form or to : REOAKED, 3 Le Ch√Ętelet, 33330 Saint Emilion, France, with a copy of your ID.

You can unsubscribe by clicking on the unsubscription link found in all our newsletters.

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Transactions

On the homepage, click on the "Sell" button and follow the process. To post an offer you must be logged in or create a Reoaked account.

An order confirmation email is sent once your offer has been accepted by our experts. Make sure to check your spam folder. You can also follow up on the status of your offer on your account.

You can change your offer at any time in the "My account/My offers" section.

On the homepage, click on the "Buy" button and follow the instructions. To confirm your purchase you must be logged in or create an account.

If your order has not been dispatched, please contact us via our online chat, by email : [email protected], or by telephone +33 9 80 78 16 13, we can then process your request efficiently.

Depending of the initial payment method the refund time can vary. For payments by bank card, the money will be paid back to your card within 24 hours.

An email confirming your order is sent once your payment method has been accepted. Make sure to check your spam folder. You can also follow the status of your order on your account.

In case of multiple orders or if you want to group orders together, please contact our sales department via email : [email protected] or by telephone +33 9 80 78 16 13. We will assess your request.

You can track the status or your order at anytime in your member space. Once your order has been dispatched you can track the delivery status.

Transport

Shipping is organised safely by Reoaked by working with transport services accustomed to barrel shipment. The barrel goes straight from the seller to the buyer, therefore avoiding intermediaries to a buffer stock.

The packaging of the barrels depends on the type of barrel, the time of shipping and the type of transport chosen. They can be dispatched as they are, or wrapped in food-grade transparent plastic wrap, with or without pallets.

At any moment you can track your delivery by logging in to your account and selecting the "My transactions" section. You will receive an email once your order has been dispatched with information of the delivery time. If you do not get an email confirming the dispatch within 10 days please contact our customer support service.

Quality

Our various expertise methods are available in the "The Reoaked Expertise" section in the drop-down menu on the home page.

Our network is comprised of coopering, wine maturing and wood aged spirit experts : engineers, oenologists, wine growers and distillers. All have a very wide knowledge and strictly apply the Reaoked expertise charter, a charter that was established in collaboration with French laboratories answering the most demanding certification standards.

Traceability

An inviolable QR code is placed on each barrel in the batch during the expertise, and this, no matter what option is chosen. The buyer is guaranteed to receive the barrels approved by Reoaked.

Contact & Service

Our customer support service is available for any request from Monday to Friday, from 9:00 am to 5:30 pm (GMT+1), (except national holidays). You can contact it