YOU'VE GOT QUESTIONS, WE'VE GOT ANSWERS.
Search and browse through topics or click one of the categories below to view frequently asked questions and find the answers you're looking for.
Shipping times - How long is it going to take to get my hands on my wine?
Quick delivery is something we pride ourselves on! For free delivery we ship out orders within 1-3 days, as long as the order is in stock and correct address is entered to ensure a smooth delivery. We always try and send out your order as soon as possible, but if you need an urgent wine delivery or request please select Same Day Delivery and leave us a note at checkout. For other requests send us an email us at firstname.lastname@example.org and we will do our best to help!
Please note: delivery times can vary depending on where you live and deliveries to outer islands or remote locations can sometimes take a little longer - but you probably knew that already because we're sure it's annoyed you before. We're so sorry about that but we’ll do our best to get you your wine as soon as possible.
How much does shipping cost? And is it ever free?
Paying for shipping sucks! You know it, we know it. Which is why we do offer completely free delivery!
For 1-3 Day Delivery: Free delivery on all orders with no minimum purchase for ALL of Hong Kong. (seriously, completely free delivery!)
Same Day Small Box Delivery: 0.1- 5kg - HK$50 (Same Day cut-off time 2pm)
Same Day Big Box Delivery: 5.1- 10kg - HK$100 (Same Day cut-off time 2pm)
At checkout, the system will automatically calculate your order weight and you will be able to select your preferred delivery method. If you would like a certain time frame please leave us a note in the "Message To WM" field on the shopping cart page.
I’ve pre-ordered a Wine Mini Advent Calendar - when will it be delivered?
All the Wine Mini Advent Calendars will be ready for delivery at the end of November - just in time to begin your boozy Christmas countdown!
We will notify you via email when your calendar is ready for delivery but keep an eye on your inbox for other Advent Calendar updates and announcements!
I ordered a Wine Mini Advent Calendar and it says that shipping isn't until mid-November, but I just received an email saying my order is out for delivery?
First, thank you for your order and great choice securing your Advent Calendar early! You are correct, the Advent Calendar will be sent out in November, but if you also ordered any additional bottles at the same time then those will be delivered now. Please note: if you log into the "My Account" page your order will be marked "Partially Fulfilled" and then "Completed" after we deliver your Advent Calendar in November.
If that is an issue or the delivery address needs to be changed please email: email@example.com and our team can assist!
Where in Hong Kong do you deliver? Do you deliver to remote locations?
We deliver to the entire country of Hong Kong! No matter if you’re on an outer island, deep in the New Territories, or any other remote location - we will do everything we can to get your wine delivered!
I want my delivery to arrive in time for a special occasion. Is this possible?
Certainly! Please leave a note in the “Message to Wine Moments” field at checkout and we will do everything possible to make it happen.
Which couriers do we trust with your precious wine?
We use two main couriers for our local deliveries: SF and Pickupp.
They each have their own strengths and weaknesses, so we try to whichever would provide the quickest and highest quality service for your specific delivery location.
How do I change my delivery details or address?
If you need to change the delivery address or have an urgent request, please notify us immediately via email. If you need to change your delivery address after your order has left our warehouse, unfortunately we won’t able to modify the delivery address.
Can I collect my order from your warehouse or physical store? Or can I use SF Locker to pick up?
Unfortunately, at this time you cannot pick up your order in at our warehouse in Kowloon (Kwun Tong) and we do not currently offer SF locker pickup. However, we do offer free door-to-door delivery to all of Hong Kong so you don't have to carry the heavy wine bottles.
Enjoy completely FREE delivery to all of Hong Kong with NO minimum order amount (seriously, completely free delivery!).
Do you offer international shipping?
Please contact our team via email at firstname.lastname@example.org for international shipping information.
I’ve pre-ordered a Wine Mini Advent Calendar, when will it be delivered?
All the Wine Mini Advent Calendars will be ready for delivery at the end of November - just in time to begin your boozy Christmas countdown! We will notify you via email when your calendar is ready for delivery but keep an eye on your inbox for any additional Advent Calendar updates and announcements!
My order is a gift - how can I ensure there is no invoice included in the delivery?
We will never include an invoice on orders that include a gift message. But if you’d prefer not to leave a gift message just leave us a note in the “Message to Wine Moments” field at checkout.
I ordered an advent calendar and the website says shipping isn't until mid-November, but I just received an email saying my order is out for delivery?
Thank you for your order and great choice securing your Advent Calendar early! You are correct, the Advent Calendar will be sent out in November, but if you also ordered any additional bottles at the same time then those will be delivered now. Please note: if you log into the "My Account" page your order will be marked "Partially Fulfilled" and then "Completed" after we deliver your Advent Calendar in November.
If that is an issue or the delivery address needs to be changed please email: email@example.com and our team can assist!
Is there a physical store that I can go in and shop at?
Not currently. But we offer same day delivery options and our team is available any time at firstname.lastname@example.org to answer any questions you might have!
Do you offer custom corporate gift options?
Yes! If you’d like to enquire about a custom corporate gift please email: email@example.com and our team will get back to you with options!
How are orders and deliveries being impacted by the current COVID-19 situation? Do you offer contact-less delivery?
Your deliveries are still going out per usual and behind the scenes, our warehouse team is taking all the precautions (and then some) to keep themselves and your boxes safe.
If you would like to opt for contact-free delivery, just leave us a note at checkout and we will work to accommodate each request.
Additionally, we are working hard to insure your deliveries are not delayed but our team is adjusting to working from home, so we ask for your patience as we navigate these new changes!
What payment methods do you accept?
We currently accept all major credit/debit cards, Paypal, Apple Pay, Bitpay, and AliPay through our secure payment gateway called Stripe. It’s one of the most secure and trusted payment processes in the world and keeps all your details safe and secure.
At this time we don’t accept bank transfer or any other delayed payment methods.
Discount codes - what are the details and how do I use them?
We often have promotional discounts in the form of discount codes! To redeem you simply enter the code on the checkout page and the savings will be applied to your whole cart or eligible items!
If you’re shopping on your phone the field can seem a bit hidden - simply tap “Show order summary” below the WM logo and it will drop down so you can enter your code!
Please note: percentage discounts (ie: 15% off) require a minimum purchase of HK$300 and any vouchers for a fixed amount (ie: HK$100 off) require a minimum purchase of HK$400 (unless stated otherwise). For more please visit our Terms & Conditions page.
The discount code I entered says "this discount code isn’t valid for the items in your cart" - what is the problem?
This is typically because your cart total has not reached the minimum - which is usually HK$300.
Some other reasons could be that the discount is not valid for the items in your cart, it’s been entered incorrectly, you’ve already used the code before, or it has expired. If you still can’t figure why it’s not working send us an email and we’ll look into it!
Can I return or exchange my wine if there's a problem?
Oh no! That's really disappointing! We're so sorry about this :(
Whether we made a mistake such as sending the wrong wine, there was a flaw or it seemed faulty, or if it was damaged in transit, we take full responsibility and will make things right without burdening you with the hassle of returning it.
If you are not 100% satisfied with your order, please kindly let us know via email at: firstname.lastname@example.org and we will do everything we can (within reason) to remedy the issue.
As hard as we try to be perfect and provide you with a flawless experience, we are unfortunately human and do make mistakes from time to time. So your patience is kindly appreciated and we promise we will make it right!
I am not based in Hong Kong, can I still place an order with you and have it sent to my friend? How do I pay in foreign currency?
Yes! We have customers from all over the world purchase gifts for Hong Kong based friends and family. With our checkout system you can pay through several different methods, such as Stripe (with any major credit card) PayPal, or even Bitpay, that will convert everything for you.
When using the Stripe system, which is integrated directly into our checkout page, you’ll enter all the details for local delivery and on the “Payment” section you can easily choose any country for the billing address.
But please note, we must have a local phone number to be able to deliver successfully. But don’t worry, we’ll only call if things go wrong during delivery.
My order status says “Canceled” - I didn’t cancel it so what happened??
With certain customised wine boxes we have to make edits to the order (such as adding the individual wine bottles) and our system automatically creates a new order and cancels the original. But don’t worry, your order is definitely not canceled and is one step closer to delivery!
To see the most up-to-date info you can log into the “My Account” manager and it will have the updated order information!
How can I see what wines were in my previous orders?
If you log into “My Account” you will see the “Orders” tab on the left side, click into it and you’ll see all your past orders sorted by date. Tap the red “View” button next to the order and you can see exactly which wines were included!
I accidentally submitted my order and forgot to add a discount code! Is there a way I can get the difference back?
We're sorry! We know it sucks but unfortunately, we cannot apply discount codes after the order has been submitted. But if it's a special case or circumstance please feel free to contact us and we'll do our best to find a solution!
How do you choose your wines?
We choose wines from awesome family own wineries that have their own unique quirks and personalities. We select incredible tasting wines that have a story behind each bottle — where it comes from, why it’s special, why it’s so damn delicious. We hunt for the special wines that you wouldn’t find in your local bottle shop or grocery store. We're completely independent, so we only pick the bottles we love, with the hopes that you love them too. And we can go directly to the real talent, the makers! Bypassing the middlemen, 3rd party importers, or overtly commercialised brands, to bring you better value!
Do you have organic wines?
Yes! We have a whole range of organic wines.
You can find them easily in our Wine Rack by clicking “Wine” in the filter bar and choosing the “Organic” filter option. All wines contained within that List are organic. Enjoy exploring!
Why are there so many German wines in your selection?
Long answer: Wine Moments was founded by a half Hong Kong half German lad who wanted to bring the European wine loving lifestyle to Hong Kong. Which is why at the very beginning he looked to the best for guidance and partnered with the largest online wine retailer in Germany. And since they have great relationships with German winemakers we tend to carry a lot of German wine.
Short answer: German wine is fantastic, and we will gladly fight anyone that says otherwise. ;)
What if I don’t like one of the wines I get?
One of the things we love about winemaking is that it's not like a factory production process, it's more of an art form. But as with any art, people's tastes are all different. We completely get it. We'll do our best to make sure we only stock the best bottles, but if we miss the mark, then we’ll always make up for it. And if you’re really unhappy with your wine please reach out and we will make it right. Plus we love the challenge of matching you with your perfect bottle. ;) If you think there is a flaw in your wine, something's wrong with the bottle, or if you simply didn't enjoy it, just let us know by email, or leaving us a message and we'll get it sorted right away.
The wine I want is out of stock - When I can I expect it to be back?
We’re sorry! We hate when that happens. Typically we’ll restock 1-2x per-month so there’s a good chance it will be back soon. But we do try and keep our selection dynamic and exciting so sometimes we retire some bottles to make room for new ones. That being said, if you really cannot live without that wine in your life, shoot us an email and we’ll see what we can do or recommend a similarly awesome wine.
How do I redeem a gift voucher I've been given?
Congratulations! You're about to start an exciting wine journey. All you've got to do is add whichever items you like to your cart, head to checkout, and enter your voucher code in the field that says “gift card or discount code” and the voucher amount will be discounted from your total.
Do you give bulk discounts for corporate gifts?
Yes! If you’d like to enquire about corporate gift options please email: email@example.com and our team will get back to you with details!
My order is a gift. Can I get it packaged in a gift box?
Absolutely! Head over to our Gift Box page and select whichever size gift box you want (1, 2, or 3 bottle boxes are available), choose the appreciate number of bottles, and we’ll handle the rest!
Please note: ALL our pre-bundled Wine Boxes already come packaged in a gift box so no need to add one separately.
What makes the WM Wine Club different than other wine subscriptions?
The WM Wine Club is about bringing you a customised wine journey where you can learn a lot (or a little) about the complex world of wine! We are here to take the hard work and uncertainty out of wine shopping and helps you discover exciting new wines every month.
Our Wine Club subscriptions are for 3 or 6 bottles (or 6 Wine Minis) delivered to you every month so you can discover great wines every month, along with tasting notes, food pairings, expert wine guides, and member-exclusive perks.
On top of all that you will also be able to enjoy our special member's 15% discount on our store!
Can I give a Wine Club subscription as a gift and limit it to a few months?
Absolutely! We have a special gift selection where you can choose the type of subscription, how many months you would like the gift to last, and add a free gift message. The recipient’s first box will be delivered within 1-3 days after you place the order.
You will be charged only once and we will send out a box each month according to when you first placed your order and the subscription will automatically be canceled after the number of months selected.
Click HERE to select your gift!
What will I get in my monthly wine box?
Each month you will get a box of 3-6 wines (plus special Wine Club extras) delivered for FREE directly to your door.
The wines included in each subscription order are hand selected by the WINE MOMENTS team according to the subscription you have selected and will hold a retail value equal to or more than the cost of the subscription.
Your Wine Club boxes will also include member-only perks such as expert wine guides, tasting notes, exclusive discounts, free gifts, and free seasonal items!
How and when will I be billed?
Your subscription will automatically renew each billing cycle based on your chosen Subscription. You will be charged for each order on the calendar day corresponding to when you first placed your order for your Subscription. Your Subscription automatically continues until you cancel it.
Can I skip a month or change my subscription?
Of course! If you have selected the flexible billing period, you can cancel, skip months or change your delivery frequency at any time. Simply log into the “My Account” dashboard on our website and with just a couple of clicks you can make changes and manage all your subscription settings.
If you have selected a billing period of either 3, 6 or 12 months, you can pause or stop your subscription at the end of each period.
But if you prefer a human touch or have further questions, just email our WM customer service team at firstname.lastname@example.org and we can take care of it all for you.
Is there a delivery fee for the Wine Club Subscription? What about for the New Territories?
We offer completely FREE delivery on every order to all of Hong Kong!
If there is a wine I don't like, how do I make sure it is not in my subscription boxes?
If you feel some type of way about certain wines, no problem! Simply leave a note at checkout in the “Message to Wine Moments” field (i.e. No Sparkling wine) and we’ll note it on your profile. If you’re already a subscriber feel free to email us at: email@example.com
How often will I get my wine club box?
You'll receive 1 delivery per-month according to your subscription selections. Your first box will be delivered in 1-3 days of placing the order and your subscription will automatically renew each month or at the end of your selected billing period.
I sadly want to stop my subscription, how do I cancel it?
We’re so sad to see you go! You may downgrade or cancel your Wine Club subscription at any time in the account page/ manage subscription. For more information see our terms and conditions page.
Does Wine Moments do private events?
Yes! We offer several different catering services for private events. Contact our team at firstname.lastname@example.org with the event details, group size, and any special requests and a member of the WM team will get back to you shortly!
When is the next Wine Moments junk party?
Can I book a private wine tasting - does WM offer that?
Yes! We offer several different catering services for private wine tastings with over 20+ people.
Having a private location to host the event is preferred, given the current situation, but we can assist with finding a venue if needed!
Contact our team at email@example.com with the event details, group size, and any special requests and a member of the WM team will get back to you shortly!
What are Wine Moment events like? What makes them different than any other wine tasting?
Our wine tasting events are called 'Wine Moments' and they are all about bringing people together to chat and enjoy the evening with several glasses of wine.
Our events are casual and typically have 5-6 different wines to taste over the evening of 2-3 hours. Over the course of the evening our team will serve guests and interrupt a few times to introduce the next wine and share some interesting stories or facts. Overall it's not the stiff wine tasting event that you might be used to and that is exactly why we call it a “Wine Moment”.
If you'd like to know more or book an event please contact our team at firstname.lastname@example.org with the event details and a member of the WM team will get back to you shortly!