YOU'VE GOT QUESTIONS, WE'VE GOT ANSWERS.
Search or browse through topics and frequently asked questions to find the answers you're looking for.
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!
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’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 out for delivery but keep an eye on your inbox for other Advent Calendar updates and announcements!
Is there a physical store that I can go in and shop at?
Not currently. We do have a wine rack at our office in Kennedy Town with select products. But do to the current situation, our team is working from home and not available to help you at our office.
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!
I ordered an advent calendar and I know shipping isn't until mid-November but I just received an email saying my order is out for delivery?
First of all, 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: firstname.lastname@example.org and our team can assist!
Shipping times - How long is it going to take to get my hands on my wine?
Quick delivery is something we pride ourselves on! We ship out orders within 1-3 days, if the order is subject to stock availability and correct address entry 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 email us at email@example.com 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 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.
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!
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 free delivery options!
Hong Kong Island & Kowloon: Free delivery on all orders with no minimum purchase. (seriously, completely free delivery!)
New Territories & Outer Islands: Free delivery on orders over HK$1000. HK$100 delivery charge for all orders below 5kg and HK$150 for all orders above 10kg. Shipping is autuomaticly calculated at chckout.
We also offer the option of Free Pickup at our warehouse in Kowloon (Kwun Tong). You can easily select your preferred delivery method at checkout.
How do pick up orders work?
If you select Free Pickup at our warehouse in Kowloon (Kwun Tong) at checkout - You will be contacted via email when your order is ready to be collected.
Our Warehouse address is: 11F Block A, Yip Win Factory Building, 10 Tsun Yip Lane, Kwun Tong
Hours: Monday - Friday 10am - 8pm
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 to avoid shipping costs? What about your Kennedy Town location?
Yes! We offer the option of Free Pickup at our warehouse in Kowloon (Kwun Tong). You can easily select your preferred delivery method at checkout.
Unfortunately, at this time you cannot pick up your order in Kennedy Town. Because of the current COVID-19 situation our team is working from home so we can’t guarantee anyone would be there to meet you or prepare your order. But it may become possible again in the future, so keep an eye out.
For delivery, Can I use SF Locker to pick up?
For delivery, we don't offer SF locker pickup. However, we do offer free door-to-door delivery to Kowloon and Hong Kong Island (order over $1000 for New Territories) so you don't have to carry the heavy wine bottles. And if you prefer pickup, you can choose to pick up your order at our Kwun Tong location.
Do you offer international shipping?
Please inquire for international shipping information.
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.
Can I give a Wine Club subscription as a gift and limit it to a few months?
Absolutely! Thank you for considering a gift subscription to your family/friends. The Wine Club subscriptions are charged each month so if you’d like to gift a specific number of months simply add the set to your cart (only 1x quantity/amount) and leave us a note in the “Message to Wine Moments” field at checkout. We will charge you each month and stop after the specified time.
Your family/friends will automatically receive their wine box each month without any additional cost.
What exactly will I get in my monthly wine box?
Each month you will get a box of three wines delivered right to your door. The selection of products to be included in each subscription order will be decided by the WINE MOMENTS team and will hold a retail value equal to or more than the cost of the subscription.
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.
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: firstname.lastname@example.org
Can I skip a month or change my subscription?
Of course! You may change the frequency of your Wine Club subscription at any time by updating your account on the Site (for example changing from monthly to every 3 months). You can also email us and we can gladly assist you.
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.
I live in the New Territories, is delivery free for the Wine Club Subscription?
No, unfortunately there is a HK$100 delivery fee for orders under HK$1000.
Does Wine Moments do private events?
Yes! We offer several different catering services for private events. 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!