FREQUENTLY ASKED QUESTIONS (FAQs)

Getting Started

No, you can choose guest checkout if you do not wish to sign up for an account. However, as a registered user, you will be able to save your shipping and billing addresses, review past purchases and bookmark your favourites, features we have added to help you enjoy faster and smoother shopping. You will also earn reward points for every dollar you spend which can be used for various redemptions. Find out more about our rewards program.

We deliver to all parts of Singapore except Jurong Island.

Login to your account from any page and click My Account on the top right corner of our website. You can update your personal details and change your password on the “My Profile” tab. You can also update your shipping and billing addresses in the “Address Book” tab.

Wines Online Rewards

You earn 1 reward point for every 1 dollar you spend on your purchase.

You can redeem wines and accessories from our redemption catalog. You may also redeem tickets to events we organise from time to time.

You can also use your rewards points to offset the delivery charge (600 points for 1 free delivery) if your purchase is below the threshold for free delivery. 

Your rewards points will expire 2 years from the day they were issued.

Ordering

Placing your order on-line is simple and convenient. Please follow these five easy steps:

  1. Select your products and add them to the shopping cart.
  2. Proceed to checkout. If you are a registered customer, you can sign in to your account. Otherwise, you can choose to sign up here or checkout as a guest.
  3. Enter your shipping information and choose whether you want to self collect at our store or have your purchases delivered to you.
  4. Choose whether you want your purchases to be presented in gift boxes. Gift boxes are currently for wine purchases only. You can also include any gift message here.
  5. Enter your billing information and pay with your preferred payment method.


Email/ Telephone/ Fax orders
If you prefer not to buy over the internet, you may email your order to custcare@winesonline.com.sg. You may also call + 65 6468 2982 or fax your order to +65 6316 3069. Please provide us with your email address. We will send you a payment request email via our payment gateway provider PayPal so that you can make your payment online at PayPal's secured website.

If you are a registered user, the items in your cart will be saved and you can access the cart anytime. If you are a guest, your items are kept on your web browser's cache memory. They will be in your cart for up to 120 days. If you clear the cache memory before that, the cart will be emptied immediately.

Please note that placing an available item in your cart does not reserve that item. Available inventory is only assigned to your order after you complete checkout.

We believe in offering you the fairest deal each and every time, when we set our prices. Nonetheless, if you buy 12 bottles or more in one order, we will give you a further 5% off the prices as a gesture of our appreciation of your patronage. This discount is automatically given when you checkout and is valid only for wines that are not already discounted.

Yes, of course. Please email us at custcare@winesonline.com.sg or call +(65) 6468 2982 at least 24 hours in advance before your scheduled delivery and we will make the amendments. If you have already paid for your order with your credit card or PayPal account and you want to reduce the quantities, we will refund any difference to your credit card or PayPal account within 3 working days. If you want to add items to your order, we will bill you for the additions accordingly.

If you cancel your order within 24 hours of placing it, we will refund you the full amount of your purchase less a nominal fee of SGD5.00 to cover PayPal and administrative charges. For cancellations after that, a restocking fee equivalent to 25% to your transaction is payable and we will refund the balance to your credit card/PayPal account. If the reason you wish to cancel your order is because we are unable to supply you with the product you want, there is no fee imposed. Please note that our normal delivery takes up to 3 working days. If you need an urgent delivery, please contact us at custcare@winesonline.com.sg before you place your order.

We will send you an email confirmation as soon as you place an order with us. Once we have successfully delivered your order, we will send you an email informing you of this. To be sure that you will receive our notifications, please check that the email address you gave us is correct. If you are a registered user, you can also check your order status by logging in to your account page and referring to the “Order Status & History” tab.

We offer an automatic 5% discount for wine purchases of 12 bottles and above. You can also shop at our Wines On Promotion section for the best deals.

After you have added items to your cart, click on the cart icon at the top right hand corner of the page to access your shopping cart. Tick the box next to “Do you have a promo code?” and a drop down box will appear for you to enter the promotion code. Click apply code and the code will be applied automatically.

While we continually monitor inventory to ensure our website's accuracy, there are on occasion, instances where a certain vintage is sold out or a wine is no longer available. When that occurs, Wines Online will recommend a comparable vintage or propose a substitution. We will email you our recommendation and you can either accept it or have us replace the item with some other wine you prefer. In case you choose not to accept our recommendation, we will ship the available items minus the out of stock item and refund the price difference to you immediately.

Yes you can. Wines Online provides GST tax refund shopping for tourists under Premier Tax Free. To enjoy this privilege, you need to be a visitor to Singapore and satisfy a simple set of criteria. Please read Tourist GST Tax Refund to learn more.

Payment

We accept the following:

  • All major credit cards
  • PayPal Account
  • Cash and cheque crossed and made payable only to WINES ONLINE PTE LTD

 

We accept payment from all major credit cards or your PayPal account if you have one. If you are located in Singapore and do not wish to make your purchase with a credit card, you may also pay by cash or cheque. Please cross your cheque and make it out only to "WINES ONLINE PTE LTD". Payment has to be handed over to our staff upon delivery of the order. If your billing and shipping addresses are different, we will advise you on how you can make payment to us prior to delivery.

Please note that unlike payment with credit card or PayPal, if you choose to pay cash or cheque on delivery/collection in our store, we cannot guarantee that the products you want will be set aside for you. We have had instances in the past where shoppers opted to pay upon collection but did not show up, and we had to turn away genuine customers because the products have been reserved for those shoppers.

You do not have to sign up for a PayPal Account if you do not wish to do so. On the same PayPal payment processing page which asks you to sign up for a PayPal Account, there is a hyperlink that says “Pay with my credit or debit card”. The link may be phrased differently in different countries but it is there. Click on the link to pay with your card. If there is indeed no option to pay with your credit or debit card, it is most likely because that card has already been registered with PayPal previously. Some of our customers may have unwittingly signed up with PayPal when they shopped online previously with other merchants. In this case, select "forgotten password" on the PayPal page to search for and reset your PayPal account accordingly.

When you reach the PAYMENT tab at the CHECKOUT page, tick the box next to “Do you have a Wines Online Gift Certificate?” and a drop down box will appear for you to enter your unique gift certificate code. Click APPLY CODE and the code will be applied automatically.

Of course. Please read our PRIVACY POLICY to find out more.

Delivery

Please refer to the Singapore Alcohol Delivery and Self Collection page to have an understanding of our arrangements with regard to your order fulfilment. 

Your order will be delivered within 3 working days. We operate Mondays to Fridays between 10am and 7pm, excluding any public holiday that fall during the week. The same applies if you choose to self-collect your purchase. You can see the estimated dates when you checkout.

We will send an email order confirmation to the address specified in your account. Email confirmations are considered a service, and are therefore still delivered to customers who have requested not to receive promotional email messages from us.

The delivery charge is SGD10 per location. This delivery charge is waived with a minimum order of SGD200 for delivery to a single location. Gift center purchases come with free delivery always.

Please email to custcare@winesonline.com.sg or call +(65) 6468 2982 within 24 hours of your order to inform us of the change of address. If your order has been despatched, we will have to recover your shipment. We will cancel your order and charge you 25% of your order value as the restocking fee.

Yes you can. Please give your ATL under delivery remarks in the checkout page. Your recipient (if it is a gift for someone) may also give an ATL via email, text message or voice instruction. Please note that this ATL means a transfer responsibility for the goods to you or your gift recipient. 

Please note also that if the authorised personnel does not want to accept the goods on your behalf, Wines Online reserves the right to charge our Customer an order cancellation fee or re-delivery fee of SGD10, or request for your order to be collected at our store.

We will contact you or your recipient to agree on a delivery time. We put in effort to organise your order and coordinate the delivery schedule with our driver to ensure that your order arrives on time. If you are not able to let us know ahead of time and miss your delivery, please contact us via email at custcare@winesonline.com.sg or call us at +(65) 6468 2982. We will do our best to reschedule your delivery as soon as possible.

Please note that if the order is cancelled or if no one is at the delivery address to receive the order, Wines Online reserves the right to charge our Customer an order cancellation fee or re-delivery fee of SGD10, or request for your order to be collected at our store.

By law, Wines Online is not allowed to sell alcoholic beverages to people below 18 years of age. To help us meet this requirement, all alcohol deliveries must be received by persons aged 18 or above. We reserve the right to request for a valid photo ID to verify that the recipient is above 18 years old.

Returns & Exchanges

We do not put in place 10 foot high hurdles to stop customers wanting to return products that are not satisfactory. We rely on good faith and trust in the goodness of mankind. Please read our simple Return Policy.

Corporate Sales

Yes, we currently supply wines regularly to companies across different industries including Banking & Financial Services, IT, FMCG and Engineering Services. We will be delighted to serve your company. Please email us at corpcare@winesonline.com.sg or call us at +(65) 6468 2982 to discuss your requirements.

You may learn more about our corporate supply service here.

Every year, we help our corporate customers send gifts to their clients in various locations across Singapore. We have our own delivery team in place to ensure that all your gifts are despatched in time. During peak festive seasons such as Christmas, we highly recommend that you contact us at least 3 weeks in advance to discuss your needs and place your orders at least 2 weeks in advance so that we can schedule your delivery.

You may learn more about our corporate gifting service here.

Wedding and Corporate Banqueting Event

We have identified a selection of wines that have proven to be extremely popular with our Customers for their weddings and banquet events. You can find the selection at our wedding wines section.

Yes we do as long as your order meets the minimum spend of S$200. We will deliver the wines to your event venue 2 working days before the event date. Please provide the following information in the delivery remarks section at checkout so that we can arrange the delivery with your venue operator:

  • Names of bridal couple / Company as registered with the venue
  • Name of venue including ballroom if applicable
  • Event Date
  • Name and contact number of venue coordinator

No we do not provide consignment. However, if you order above 36 bottles, we allow up to 15% of the total issued wines to be returned, provided that the returned wines are in good resellable condition, i.e. wine labels and seals are intact. You need to pay in advance for all wines to be delivered to the venue. We will pick up the unconsumed wines from the venue and give you an immediate refund once we ascertain that the wines are in good condition.

We try our best to keep prices down for all our Customers. This means we do not buffer for sampling costs in our selling prices. As most of our Customers do not require tasting, we feel that it is unfair for them to bear the sampling cost. If you need to obtain tasting bottles, please purchase them from our site.

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