FAQ's

• Can I buy New Zealand wine and have it delivered to any country?

  YES! Our sister website www.winenz.com delivers New Zealand wines to over 40 countries worldwide.

• Can you gift wrap the bottles in my order?

  Yes. Once you have added wine to your cart you will see the option beside the bottle image in the "View Cart" summary.
  Click on the "Click here to see options" link, to see the gift wrapping options.

• Can you include a message with my order?

  Yes. There are two easy ways to add a message, or messages, with your order:

  1. If you select the gift wrapping option for bottles in your order there is an area to enter a message. This can be a good option if each bottle is a gift for different people, requiring different messages, otherwise:
  2. If you have a single message for your entire order, or you are not gift wrapping the bottles, please enter the details in the ORDER COMMENTS area at the end of the Checkout process

• Will you supply the vintage of wine I ordered?

  Yes! Unlike many online wine stores we know that every vintage produces a different tasting wine.
  If for any reason we can not supply the vintage or quantity you ordered, we will contact you to discuss if you wish to receive a different vintage, to change wine or cancel your order.
  Please refer to the "Payment Processing" Tab which explains that we do not actually take payment until we have checked that we can supply your order ..... with the actual wines you ordered!

• How we process your payment

  We use what is known as an "authorise and capture" payment process.
  When you place your order your credit card provider "authorises" us to take payment for that value, which appears as if you have paid in your bank statement. However, we do not accept your order and "capture" any payment until after we have completed checking that we can supply everything you have ordered, including the correct pricing and wine vintages.
  If we have any issues with items in your order we will contact you to discuss that before we process any payment. If there is a change to the order value after that communication we will send you a link with the updated value.
  This process ensures we process the correct payment and reduces the confusion created by incorrect payments or refunds.

• Why does my order status still say "Awaiting Payment"?

  This most likely means that we are checking we have everything we need to complete your order, occasionally that can take a little time as we contact suppliers.
  If we have found any issue with the approval of your payment we will contact you, please check your emails (and maybe your Spam folder).

• Why does my order status say "Awaiting Fulfillment"?

  This means that we have confirmed your order and taken payment but are awaiting some of your order from suppliers.
  As soon as your order is ready the courier will collect and scan it. An email will be sent to you with the "track and trace" link. You can then select to receive more email updates throughout the delivery process. You can also manage the delivery or redirection of your order.

• Can I call you with my credit card number if I prefer?

  All of our online transactions use a secure server, which utilizes a secure socket layer to protect your personal information.
  If you do not wish to transmit your credit card information over the internet, then please call us at The Winery on (03) 428 2572 and we will be happy to assist.

• What if I need to cancel my order?

  Please call us at The Winery ASAP on (03) 428 2572 to check the status of your order.
  The cancellation must be made prior to us completing the payment process (refer above).
  If the cancellation is received after the order has been packaged but before pickup by the courier, a $15 handling fee per box will be deducted from any refund.
  The order can not be cancelled and no refund will be be issued once the courier has collected the order.

• Age Restriction

  It is illegal for us to sell liquor to anyone under the age of 18.
  It is illegal to buy liquor when under the age of 18.
  It is also illegal to make a false declaration of age in order to purchase liquor.
  If you are under the age of 18, do not attempt to use this site to purchase liquor.

• Prices

  All prices quoted are in New Zealand Dollars with GST included.
  Delivery charges are additional unless otherwise specified.
  We reserve the right to adjust prices, offers, goods and specifications of goods at our discretion at any time before we accept your order, by taking payment. Where an end date is specified on any offer on our site, it is intended as a guide only.

• When can I contact you?

  We are open 7 days a week and you can contact us:
  - by phone on (03) 428 2572 between 9:30am and 6pm
  - by email anytime via online@thewinery.co.nz

• Are you open on public holidays?

  Liquor licencing laws require us to be closed on Good Friday, Easter Sunday, until 1pm on Anzac Day and on Christmas Day.
  Our stores are open on all other public holidays but couriers are typically not working to collect and deliver orders.

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