Customer service department

Ctra. Vitoria, 1 – 01307 – Samaniego – Araba
+34 945 609 133
WhatsApp: +34 688 641 322
M-F 08:00-17:00h / S 10:00-15:00

Purchase conditions
Customer service
If during your purchase you have any questions or you cannot find your favorite wine, do not hesitate to contact us. We will be happy to assist you at 945 609 133, by WhatsApp at 688 641 322 or by email at  

Check in
You can change your access data (email and password). Remember that the security of your personal data is important, you must use a secure password and change it periodically.
Personal Data: You will be able to access and modify your personal data (name, billing address, telephone...) to facilitate your future purchases and notify us of changes in your contact information.

How to purchase

Purchasing at is very simple.
*The price of the products will be the one stipulated at any time on our website.
*If an item is out of stock, we will try to replenish it as soon as possible.
*If on any occasion, by mistake, you receive an item that you have not ordered, contact us as soon as possible to solve the error. We will bear all expenses incurred in the replacement or collection of the wrong item. You just have to enjoy what you have bought!

How to pay
I. Credit card. VISA, VISA ELEECTRON, MASTERCARD (escept American Express)
II. Bank transfer
III. Bizum (only available for Spanish mobile phones)
*In the event that our STRIPE system rejects your card, check that:

The card is not expired. Check that your card does not exceed the validity date.
The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases.

Check that you have correctly filled in all the necessary fields.
Important: When making your purchase, the card details are only entered on a page owned by STRIPE and are transmitted encrypted. Ostatu only knows the result of the operation, not having access to any data on the card inserted.
For national territory deliveries will take place during from Monday to Friday. The estimated delivery time is 24/48 hours, although it may increase if the purchase is made on a Saturday or Sunday. All purchases made after 3:00 p.m. will go out the next day.
National shipments will have a cost of €10.29, regardless of the purchase made. TXOKO OSTATU members will have FREE SHIPPING for orders over €100.
Please, notice that INTERNATIONAL SHIPPING is disabled through our website, you can ask for it on  
Damaged, defective or sent by mistake products
Customer service: 945 609 133- 688 641 322 or by email at
If you receive a defective, damaged product or you have received an erroneous order, let us know and we will solve the problem in the shortest possible time. Contact us before making a return.

We deliver our National orders (Peninsula and the Balearic Islands) from Monday to Friday excluding holidays.
Remember to indicate an address where there is someone who can pick up the package at the usual time. If due to the absence of the recipient it is not possible to deliver the order, the carrier will notify you indicating how to arrange a new delivery.

Can I edit my order once it's placed?
Once an order is shipped, we cannot change the products ordered or the quantity selected. If you want to make any changes, you can call us or write us an email with the order number to

Can I change my shipping address?
If you want to change your delivery address, write to us so that we can try to change the delivery address.
Please note that a change of delivery address may affect the delivery time. We are not responsible for any delay in delivery due to a change of address requested by a customer.

If you are not satisfied with your purchase, you have a return period of 14 calendar days that starts from the delivery of the order. The product must be unused and in perfect condition, including accessories, documentation and original packaging.
How to proceed with a devolution?
Customer service: 945 609 133 – 688 641 322 or by email.
If you receive a defective, damaged product or you have received an erroneous order, let us know and we will solve the problem in the shortest possible time. Contact us before making a return.
If you perceive that the product, once tested, is not in perfect condition, you can claim it. For this, we will need you to send us the bottle in question, we will check and refund it.  
Send us an email to to notify us that you are going to return the order. You have to tell us your name and order number.

Returns by the customer must be made to the following address:
Bodegas Ostatu SL
Ctra. Vitoria, 1
01307 – Samaniego – Araba
Indicate the order number on the return package so that we can identify your package as soon as it arrives. The shipment of the returned merchandise is the responsibility of the client, except for erroneous or damaged orders.

Once the product is received, we check its status and send you a confirmation email informing you of the situation. If applicable, the amount of the product will be refunded in the same way that it was paid.
If the reason for the return is not due to a defective or erroneous product, we will not reimburse the return costs or other concepts, only the amount of the product and the initial shipping costs.

To exchange one product for another, you must request a return and make a new purchase.
Defective, damaged or wrong products
In the event that you have received a defective, damaged or wrong product, contact us at within 14 days of receiving the order.

Once the error or defect has been verified, we will refund the amount of the product and the shipping costs through the same payment method used for the purchase. We remind you that the return of an incorrect or defective product is at no cost to you.