Frequently asked questions (FAQ)
Frequently asked questions
The art of preserving your wines
Here you'll find answers to your questions, organized by theme for easy navigation:
- After-sales service: orders, deliveries, returns, warranties, troubleshooting, spare parts, error messages, technical documents.
- Use, installation and maintenance : advice, installation, maintenance, technical features, Vinotag.
- Purchasing and distribution: delivery countries, becoming a distributor.
Email and online chat
If you can't find the information you're looking for, contact us directly by e-mail or online chat at the bottom right of your screen.
Customer service and after-sales
Orders and deliveries in progress
Once your order has been dispatched, you will receive a confirmation e-mail containing shipment details and a tracking number. This number enables you to track the progress of your delivery directly on the carrier's website.
We recommend that you regularly check the status of your delivery to anticipate its receipt and ensure that it has been properly taken care of.
If you haven't received your tracking number or can't find it :
- Check your junk mail or spam folder, as the e-mail containing this information may have been redirected there.
- If you still can't find the number, please contact our customer service department. We will be able to send it back to you or check its condition with the carrier.
It is important to keep this e-mail for easy access to all your delivery information.
Delays can occur for a variety of reasons (weather, logistics, etc.). Here are the steps to follow:
- Check the status of your order using the tracking number.
- If the carrier has not contacted you with a new delivery date, or if the expected delivery time has passed, you can :
- Contact the carrier directly for further information.
- Contact us
To ensure trouble-free delivery and report any incident immediately:
- Examine the package in the presence of the carrier before signing for it. If you notice any signs of damage (torn packaging, traces of impact, etc.), check the condition of the product. You can also check the anti-shock label if the packaging has one (red = shock). This is an additional indicator and does not guarantee that the package is intact inside.
- If you have the slightest doubt about the condition of the package or its contents,make a note of this on the delivery note.
- If the product is damaged, refuse the parcel and contact our customer service department immediately.
These precautions simplify the procedure in the event of a problem, and guarantee fast, efficient follow-up and a suitable solution.
Returns
In accordance with current regulations, you have 14 calendar days from receipt of your order to exercise your right of withdrawal.
However, this period may vary depending on the country of purchase. We invite you to consult our general terms and conditions of sale or to contact our customer service department to confirm the terms and conditions applicable to you.
If you have received your parcel, whether or not you have made a reservation on the delivery note, please follow the steps below:
- Immediately take photos of the condition of the parcel and the damaged product.
- Contact our customer service department, explaining the situation and enclosing the photos for better handling.
- We'll guide you through the returns process and, depending on the situation, we may be able to offer you an exchange or refund.
Important: be sure to report the problem as soon as possible after receipt of the package.
Yes, it is possible to exchange an item, but this depends on certain conditions:
- The item must be in its original condition (unused and undamaged).
- You must contact our customer service department to check the feasibility of the exchange.
- You may be responsible for the cost of returning the item, except in the event of an error on our part.
Customer service will be able to provide you with all the information you need to make the exchange.
Exchanges are possible under certain conditions. To find out whether your item can be exchanged and what procedure to follow, please contact our customer service department. Our teams will guide you through the necessary steps.
Warranty and repairs
To request service, please use the contact form on our website. Select the After-sales service option from the drop-down menu and provide all the necessary details of the fault. Our teams will get back to you as soon as possible to organize the intervention.
Warranties generally cover troubleshooting related to functional failures of the appliance (e.g. absence of cold production, display system defect, etc.) provided they are not caused by :
- Electrical overvoltage.
- Incorrect use.
- Faulty installation.
Please note that aesthetic elements such as doors, glass, handles or other decorative parts are not covered by the warranty. We advise you to check the warranty conditions specific to your product with your invoice or purchase voucher.
If your device is under warranty and you have purchased it from a dealer, you must contact the dealer directly for any service.
If your device is no longer under warranty, you can call on our services. We'll work with you to find the best solution to your problem.
If your device is no longer covered by warranty, you can always ask for help by :
- Accessing our contact page.
- Selecting the After-Sales Service option.
- Describing the problem.
Our teams will do their utmost to help you find a suitable solution, whether by repair or advice.
Spare parts
Spare parts are available on our dedicated website: interfroidservices.fr.
To order:
- Go to the Spare parts menu on the home page of the site.
- Log in or create an account if necessary.
- Search for your device using its model to access its parts list.
- Select the parts you need and add them to your basket.
- If your order concerns a device under warranty, remember to include a copy of the invoice when validating your order.
If you have any doubts or need assistance, please contact us via the contact page.
All spare parts come with a 10-year warranty, giving you peace of mind and a lasting solution for your equipment.
Don't hesitate to contact us if you need help identifying the right part, or if you have any other questions.
Error messages
If an error message appears on your wine cellar's digital display, please consult your appliance's instruction manual. These manuals explain the meaning of error messages and provide instructions on how to remedy them.
You can find user manuals on our dedicated page: Manuals and technical documents.
It's not uncommon to see symbols or warning lights on the display of your wine cellar. Don't worry, these lights are designed to draw your attention to the operation of the appliance and are not necessarily synonymous with a serious problem.
Here's a list of the most frequently encountered symbols and their meanings:
- Flashing flake symbol: The cellar is in need of cooling and is about to start up.
- Fixed flake symbol: The compressor is running, so the cellar is producing cold.
- Fixed heating symbol: The cellar is producing heat because the inside temperature is too low, which is usually visible in winter.
- Charcoal filter symbol: this means the filter needs changing.
If in doubt, or if an unusual symbol persists, please contact our customer service department for personalized assistance.
Technical documents
You can easily access technical documents, including operating instructions, directly from our website.
:
- Go to the Notices and Technical Documents page.
- Search for your wine cellar model.
- Download the documents specific to your appliance.
Use, installation and maintenance
Use and practical advice
Double-zone wine cellars enable wines to be stored at different temperatures in two separate compartments.
- The upper zone is generally set for white wines or champagnes (lower temperature).
- The lower zone is ideal for red wines (higher temperature).
Adjust each zone according to your needs to optimize the preservation of your bottles.
For optimal storage: between 10°C and 14°C.
For ready-to-serve wines:
- Red wines: 16°C to 18°C.
- White wines: 8°C to 12°C.
- Champagnes: 6°C to 8°C.
Cellars Climadiff often feature a regulation system (such as the "winter" system). In the event of extreme temperatures, check that the cellar is installed in a well-insulated room to limit temperature variations.
Arrange bottles horizontally to maintain contact between the wine and the cork, preventing the cork from drying out. To maximize space, you can alternate bottles head to tail on the fixed shelves.
Opened bottles should be consumed quickly. If possible, use vacuum corks to preserve the aromas for a few days longer.
Too low a humidity level (less than 50%) can dry out the corks, causing the wine to spoil.
Too high humidity (over 80%) can lead to mold on labels.
To regulate humidity :
- If it's low: place a container of water inside.
- If it's high: make sure the charcoal filter is clean and replace it if necessary.
Use your cellar's digital or mechanical controls to adjust the temperature.
Consult the user manual for specific settings for your model.
This may be due to a differential between the measuring probe and your thermometer. Check that the door is properly closed and that the cellar is installed in a suitable environment.
Installation and maintenance
For free-standing wine cellars:
Place the wine cellar on a flat, stable surface, in a well-ventilated area away from heat sources.
Leave enough space around the appliance to ensure good air circulation.
Connect the cellar only after allowing it to stand upright for 24 hours if it has been moved.
For built-in wine cellars: please follow the instructions on the installation diagram.
Before cleaning your appliance (which should be done regularly), unplug it from the wall socket or disconnect the fuse.
Before first use and on a regular basis, we advise you to clean both the interior and exterior (front, sides and top) with a mixture of warm water and mild detergent. Rinse with clean water and allow to dry completely before reconnecting. Do not use solvents or abrasive agents. Wash the plastic coating on steel shelves with a mild detergent solution, then dry with a soft, dry cloth. Wooden shelves require no special maintenance.
Locate the filter in your wine cellar (usually inside).
Remove the old filter and insert the new one, following the instructions in the manual.
Replace the filter approximately every 12 months for optimum efficiency.
Sort by wine type: separate reds, whites, champagnes and rosés for easier access.
By rotation: place bottles to be consumed soon at the front, and those to be kept longer at the back.
Avoid overloading: don't overload the racks to ensure optimum air circulation.
Some Climadiff cellars are designed for built-in installation. Check in the manual whether your model is compatible with this installation, and follow the instructions to ensure correct ventilation. However, it is not recommended to embed free-standing models.
Replace the activated carbon filter regularly.
Clean the cellar regularly.
Keep only well-corked bottles.
Technical features
The "anti-vibration" system reduces the vibrations produced by the compressor to avoid disturbing the delicate ageing process.
If the heating symbol is displayed, this means that the inside temperature is too low (often in winter) and the cellar activates its control system to maintain the optimum temperature.
The "winter" system is a valuable feature that allows your wine cellar to operate optimally even in unheated environments, such as a garage, basement or laundry room.
Technically, this system includes an integrated heating resistor that automatically activates when the ambient temperature becomes too low. This ensures that the cellar's internal temperature remains stable and suitable for the preservation of your bottles, protecting them from thermal fluctuations that could alter their quality.
The activated charcoal filter purifies the air circulating in the cellar, preventing unpleasant odors that could impair wine quality.
LED lighting preserves the quality of your bottles without altering them, consumes little energy and is highly durable. It's ideal for showcasing your wines while ensuring optimum preservation.
The climate class defines the ambient temperature range in which the wine cellar will operate correctly. Check the climate class to install your wine cellar in a suitable environment.
The maximum capacity indicates the number of bottles the cellar can accommodate under optimum conditions, based on their standard format (Bordeaux 75 cl bottles). Please note that special-shaped bottles may reduce the actual capacity and reduce the rack capacity.
Visual or audible alarms are designed to warn you of a possible problem, such as :
- Abnormal temperature.
- A poorly closed door.
- A technical failure requiring intervention.
If your cellar is compatible and connected with the Vinotag application, it can be controlled directly online.
To maintain ideal humidity :
- If it's too low (less than 50%), place a small container of water inside.
- If it's too high (over 80%), check the activated carbon filter and make sure the cellar is well ventilated.
A slight noise is normal, especially if your cellar uses a compressor. If the noise is excessive :
- Check that the cellar is stable and level.
- Make sure no objects are touching the back or sides of the cellar (applies to free-standing appliances).
- Contact after-sales service.
Vinotag
Vinotag is the official Frio Group application, integrated into Climadiff connected cellars. It allows you to manage your cellar remotely and track your bottles with ease.
The connected wine cellars Climadiff, which can be controlled via the Vinotag app, enable you to :
- Control the temperature and condition of your cellar remotely.
- Receive cellar and bottle management alerts.
- Organize your stock with intuitive, personalized features.
- ...
To find out all about the Vinotag application, how it works with connected cellars Climadiff, and its many features, visit the official website : vinotag-app.com.
Purchasing and distribution
Yes, our products are available for sale online, but only in the countries we deliver to. To check whether your country is served :
- Consult the online store on our website.
- If your country is not listed as a delivery destination, please contact our customer service department for confirmation.
If your country is not served by our website, please contact us. We can direct you to an authorized dealer near you, or help you find a suitable solution.
To become a distributor, contact us via the contact form on our website. Specify your request and your contact details.
Our teams will get back to you shortly to discuss the next steps and answer any questions you may have.
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