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    • FAQs



    GETTING STARTED

    + Do I need to sign up as a registered user to place an order?
    No, you don't have to be a registered user before you make your purchase. But if you do, it will save you the hassle of filling up the information in your next order. You will be able to retrieve your past shipping and billing addresses for a quick checkout, review past purchases and bookmark your favourites, features we have added to help you enjoy a faster and smoother shopping experience.

    + Where do you deliver to?
    We deliver to all parts of Singapore except Jurong Island.

    + How do I update my personal details including username, password, shipping and billing addresses?
    Tap on My Account to access Profile to change your username and contact number. To amend or add a new address, go to Address Book in My Account. To reset your password, simply tap on Forgot Password on the Sign In page.

    WINES ONLINE REWARDS

    + How many rewards points do I get for my purchase?
    You earn 1 reward point for every 1 dollar you spend on your purchase.

    + How else can I earn rewards points?
    You earn rewards points by becoming a registered user.

    + What can I use my rewards points for?
    We are in the process of integrating our rewards program onto the mobile app. Meanwhile, you can redeem your points for shopping coupons, free delivery and crystal glassware on our website www.winesonline.com.sg. Find out more by clicking on the rewards points icon at the bottom left of our website.

    + When is the expiry date for my rewards points?
    Your rewards points will expire 1 year from the day they were issued.

    ORDERING

    + How do I place my order?
    Placing your order with the Wines Online mobile app is really easy. Just add the item you want to cart and checkout. You can either search for the item you want with the search bar, or go to Shop by Category to look at the range of products we have curated for you. You can also view our most popular categories, new arrivals, promotions and best sellers on the home page.

    Please take note of the following as you checkout:

    1. Shipping Info refers to the address you are sending the order to. if you have a billing address that is different from the shipping address, you will be able to put that down on the Payment tab as you go through the checkout process.

    2. If you have any delivery instruction for us like leave it at the door, please put it down at Note under the Review tab when you checkout.

    3. If you are sending a gift, you can choose to add a greeting card and/or a gift box to your order. For your gift message, please type it in Note under the Review tab when you checkout and we will print it on the greeting card you purchased.

    + Can I save my items in my shopping cart and come back for them later?
    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 as long as you do not clear your browser cache memory (web browsing history). If you do 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.

    + Do I get special discounts when ordering wines in bulk?
    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. Enter the discount code 5OFF on My Cart page. This discount applies only to regular price wines.

    + Can I amend my order after I have paid for it?
    Yes, of course. Please email us at custcare@winesonline.com.sg or call +(65) 6974 8100 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.

    + What if I want to cancel my order?
    If you cancel your order within 24 hours of placing it, we will refund you the full amount of your purchase less a fee equivalent to 10% of your order value to cover PayPal/credit card and administrative charges. For cancellations after that, a restocking fee equivalent to 50% 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 or whatsapp +65 8748 0572 before you place your order.

    + How can I check on my 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 going to My Account and checking My Orders.

    + How do I take advantage of the latest deals and promotions on Wines Online?
    We offer a 5% discount for regular price wine purchases of 12 bottles and above. You can also visit the Wines on Promotion section for our promotion items.

    If you are a serious drinker looking for the best deals, do sign up for our Da Boss Membership. For $38 per year, you get to enjoy 5% off for all products across all categories, except for items that are already on discount, and gift card purchases. During your birthday month, you enjoy a special 10% discount off your purchases for all applicable products.

    + How do I use a promotion code?
    On My Cart, enter your promo code in the field provided and it will be applied accordingly if it is valid.

    + What if the product I ordered is out of stock?
    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.

    PAYMENT

    + What payment methods do you accept?
    We accept the following:

    • All major credit cards

    • PayPal Account

    • Google Pay

    • Apple Pay

    • Bank Deposit / PayNow Transfer

    Our bank deposit and PayNow details are in the order confirmation page after you checkout. Please email or whatsapp us your payment details after you have made your payment.

    + PayPal is asking me to sign up for an account when I tried to use my credit card. I do not want to open a PayPal Account. What should I do?
    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.

    + I received a gift card. How do I use it?
    On the My Cart page, tap the gift box icon and enter your gift card code and the code will be applied automatically.

    + Will my information be kept private?
    Of course. Please read our PRIVACY POLICY to find out more.

    DELIVERY

    + How do I arrange my alcohol delivery or self collection after I place my order?
    Please refer to the Singapore Alcohol Delivery and Self Collection page to have an understanding of our arrangements with regard to your order fulfilment.

    + When can I expect to get my order?
    Your order will be delivered within 3 working days. You can also choose your preferred date and time on the Cart page. We deliver Mondays to Fridays between 10am and 7pm, and Saturdays between 10am and 3pm. No deliveries will be made on public holidays and Sundays. The same applies if you choose to self-collect your purchase. We will inform you immediately via email or telephone if we expect delays due to reasons such as temporary inventory stock outs.

    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.

    + How much is the delivery charge? What is the minimum order for me to enjoy free delivery?
    We offer free delivery for a minimum order of SGD190. For orders below SGD190, the usual delivery charge is SGD18 per location. We offer a subsidised shipping fee of SGD13.99 for the first delivery attempt. If redelivery is required, the full delivery charge of SGD18 will be levied per attempt, regardliess of order value.

    For urgent same day delivery request, the delivery charge is SGD50 regardless of order value. Please contact us to confirm delivery slot availability before placing your order.

    + I gave the wrong shipping address. What should I do?
    Please email custcare@winesonline.com.sg or call +(65) 6974 8100 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. There will be a SGD15 charge to resend your order. If you cancel your order as a result of the wrong shipping address given to us, we will charge a sum equivalent to 50% of your order value as the restocking fee.

    + Can I or my recipient give an Authority to Leave (“ATL”) for my purchase to be left at the doorstep/security guard/ concierge etc?
    Yes you can. Please give your ATL under delivery remarks in the Cart 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 of responsibility for the goods from us to you and your order will be considered to be successfully fulfilled once we delivered your order in accordance with the ATL.

    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 you a re-delivery fee of of SGD18, or request for your order to be collected at our store. If you choose to cancel your order as a result, we will charge a sum equivalent to 50% of your order value as the restocking fee.

    + What if I or my recipient is not at home for my order?
    If you are unsure if anyone will be at home to receive your order, please indicate in your Delivery Remarks on the Cart page for us to call you or the recipient before we make the delivery. Otherwise, if you know that someone will be at home on a specific date and time, you can use the delivery date and time picker to choose your delivery slot. If you miss your delivery, please contact us via email at custcare@winesonline.com.sg or call us at +(65) 6974 8100. 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 at the appointed date and time, we reserve the right to charge you a re-delivery fee of SGD18, or request for your order to be collected at our store.

    + Do you need ID check for alcohol deliveries?
    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

    + Something is wrong with my order. Can I return products?
    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

    + Our company will like to have wines delivered at regular intervals to our office for our internal consumption. Do you supply to companies?
    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) 6974 8100 to discuss your requirements.

    You may learn more about our corporate supply service here.

    + We want to send gifts to our clients during the festive season. They are located in multiple locations. Can you handle this request?
    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

    + I am getting married and need wines for my banquet. What wines do you recommend?
    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.

    + Do you provide free delivery to my venue?
    Yes we do as long as your order meets the minimum spend of S$300. 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

    + Do you provide wine consignment?
    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.

    + Do you provide free tasting?
    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.