FAQs

What is Cognac Subscription by Cognac-Expert?

Cognac Subscription is a new cognac service designed by Sophie & Max and the team of Cognac-Expert.com. Receive Cognacs per month, every other month or per quarter. This service is designed for and around you: Once you picked a plan, we do brief quiz that helps us get to know you. For every delivery Sophie & Max will hand-pick 2 Cognac bottles based on your interests and taste, and deliver a box to your doorstep. Get the box and discover new Cognacs – you will be surprised what kind of Cognacs we’ll source for you. 

Which plans can I select?

There are three plans. You can also select different frequencies with these plans: Monthly boxes (12 boxes per year), every other month (6 boxes per year) or quarterly (4 boxes per year).

If you have any questions please contact us at shop@cognac-expert.com

Can I change the frequency of my deliveries?

Yes, you can go to your account and change the frequency.

Where do you ship these items to?

  • United States (excluding: ALABAMA, ARKANSAS, MASSACHUSETTS, MISSISSIPPI, NEW HAMPSHIRE, PENNSYLVANIA, UTAH, WYOMING, IOWA, KENTUCKY, NORTH DAKOTA.
    ALASKA: only to major cities and with a shipping surcharge
    HAWAII: with a shipping surcharge
    We do not ship to PO boxes or US Military Bases.

Normally, we also ship to the following territories – but not this time.

  • European Union (excluding the Republic of Ireland)
  • Australia

Who chooses the products that are shipped to me?

We do. Sophie & Max and the team of Cognac-Expert.com and the blog at blog.cognac-expert.com. We’re based in the Cognac region, France. Read all about us here.

Why the quiz?

The quiz helps us to understand your taste and style. We would like to prepare the best selection of Cognac for you. The quiz is the quickest and best way to understand who you are. The more you give us feedback on the Cognacs we select for you, the better our recommendations for you.

How do I become a member of Cognac Subscription?

Simply select a plan you like, enter billing and shipping information. Then take the quiz and the journey starts. We’ll then select Cognac that suits your palate. We’ll deliver to your doorstep: Monthly, every other month or quarterly.

Do I have to be a subscribed to order Cognac?

No. Our online store at www.cognac-expert.com is open to everyone. But believe us: the subscription mode is a great way to discover new cognacs based on your taste.

What’s in the box I receive monthly / every other month / quarterly?

We will personally select 2 bottles for you each month (or, depending on your choice, every other month or quarterly). Inside the box you’ll find surprising Cognacs. The box offers a great way to try out new Cognacs you wouldn’t find in your country. Let us do the work, you build your collection. 

How are the Cognacs selected?

We select Cognacs for different reasons: New cognacs or editions we found, limited editions and similar. Your style and taste has an important impact.

Can I change the Cognacs that arrive in my box?

The Cognacs are a surprise. We will not tell you until we ship the bottles. It really is a Cognac adventure and we have picked them with you in mind.

If your taste changes you can take the quiz again or simply talk to us. If your order has already been processed the change will take effect the next time we ship a box to you.

Can I skip a month?

Yes, you can skip a delivery. But we wouldn’t understand why! Simply let us know and we’ll skip and send you another box next time.

Skip requests should be placed the last week of the month as that’s the time when we process orders. Boxes that have already been shipped cannot be skipped or refunded.

Please contact us if you have any questions.

Where can I find the status of my order?

You will get an email notification when we ship your order. Please keep in mind that we ship from rural France to your doorstep. Cognac takes a long time in the barrel to age so please understand that it also takes a little bit of time to ship. Questions: Please write to shop@cognac-expert.com

Can I cancel my subscription?

Yes of course you can cancel anytime after your first box has shipped.

If your order has been shipped your account cancellation will take effect for the following delivery. There are no refunds for orders that have already been processed.

To cancel a subscription simply go to your account and cancel.

Can I delete my account?

Yes please write an email to shop@cognac-expert.com and we’ll delete all records and order history.

How do I return my product?

We do not offer return shipping. In the case of damage please see below.

What happens if my parcel or item is damaged when it arrives?

We send lots of bottles and it’s very rare that a bottle is damaged. However, please open your package within 48 hours of arrival to verify that the contents of your package is not damaged.

In case of damage and in order to claim a refund or a replacement, you have to report the damage within 48 hours after receiving the package. Please send us an e-mail to claim@cognac-expert.com with the following details: Your order reference or invoice ID, date and time when you received the package, and detailed photos of the damaged goods. You will receive a confirmation that we received your message.

Please note: If you send the claim later than 48 hours of arrival of the shipment, we will not be able to refund or replace the broken or damaged goods.

What do I do if I don’t like the product I receive?

We personally select the Cognacs for you. If for any reason you do not like the Cognac please  retake the quiz or contact us and we’ll discuss in person

What is the delivery time, and who is your shipping partner?

Your package will be shipped from rural France to your doorstep – via the Cognac producer, storage facilities, customs, and our shipping partner. We offer extremely secure packaging and highly professional shipping. It can take around 2-3 weeks to deliver a package from France to the USA and Australia, and around 10 days from France to EU countries and Norway – especially for such a high value product as Cognac. Please bear with us while we get your order to you as soon as humanly possible. As we partner with a third party shipping provider, we are unable to guarantee an exact delivery date.

What are the delivery costs?

The delivery costs are included in the subscription. Yay.

Can I check my order and delivery status?

Yes. We will provide you with a tracking number once your order is on its way.

What about customs, US custom fees, and local taxes?

US Customs charges are already included in the shipping fee of your order. We deal with customs clearance, so no need to worry about that on your end.
We are doing our best to ensure that your order is not subject to any other charges. For further information visit the US Customs and Border Protection website.

What payment methods can I use?

We accept all major Credit Cards: VISA, MasterCard, American Express, Discover, JCB. Secure payment is provided by STRIPE.

When will my credit card be charged?

Like most subscriptions, you’ll be billed depending on the frequency you select: Either monthly, every other month or quarterly. We charge your credit card for the following month, during the last week of each month.

Is payment via subscription.cognac-expert.com secure?

Yes. Cognac-Expert.com takes your security very seriously. SSL technology protects our buyers’ transactions and provides visitors with proof of our digital identity, powered by STRIPE. With SSL your online transactions are secure and confidential, and risks related to online trade are minimized. SSL is the standard security technology for creating an encrypted link between a web server and a browser.

Is my privacy assured?

Yes. The privacy of our users is one of our top priorities, we use the information you supply us with in a lawful manner and only for the purpose of your transaction. Your personal details will never be shared with any third party.

Can I send my order to an address other than my own?

For security of your payment information, first time customers are asked to have their order delivered to the same address as their billing address. Otherwise, you can enter the name and address of the person you want the items to be delivered to in the ‘Delivery Details’ section when placing your order.

May the Cognacs be purchased on a B2B level?

No. All offers are exclusively reserved for private customers. We do not sell business-to-business (B2B), to distributors, brokers, or merchants.

Is my package insured?

Yes. Your order is 100% insured, backed by a multinational insurance provider headquartered in Switzerland.

I have another question that is not listed here.

Contact us! Please feel free to send us an email to shop@cognac-expert.com and we will get back to you as soon possible.