• HOW MAY I GET IN TOUCH WITH YOU?

All of your feedback is more than welcome!If you need to reach out to us, simply email admin@wine-family.com (Mon-Fri, 9am-6pm)

• DO YOU SELL TO THE TRADE?

We are strictly dedicated to private individuals, due to the agreements we have with the various Chateaux and producing estates we work with.

• DO YOU HAVE A SHOP IN SINGAPORE?

We do not own any premises in Singapore. However we may from time to time hold activities where you’ll get to try our products. Follow our social media channels to stay up to date with our activities.

 

• CAN I SEND SOMEONE A GIFT?

If you would like to send a wine offered under private sales as a gift, simply list the intended gift recipient’s address as the delivery address. We also have a few options of gift packaging available that will be offered to you upon checking out.

 

• I LOST MY PASSWORD OR USERNAME

Please use the “Lost my login/password?” function when signing-in to reset your password. An email will be sent to the address email you registered with us.

 

• HOW CAN I CREATE AN ACCOUNT AND/OR PLACE AN ORDER?

To place an order, you first have to create an account. You can create an account by clicking on the sign-in button at the top-right of the screen,  or fill in your details when invited to do so when you want to add an item to your basket.

 

• HOW CAN I CREATE AN ACCOUNT WITH WINEFAMILY?

Nothing more simple than that: Click on Login on the top right corner, then click on New Customer? Sign up

 

• WHAT ARE THE MIXED CASES?

Mixed cases have been curated by our team for people who want the convenience to order a single item containing multiple wines. It contains a selection of diverse wines, most of the time around a common theme, i.e. Wines of France, Wines of Italy, … etc

 

• HOW DO I CHANGE OR CANCEL MY ORDER

As we deliver within 24 hours, once an order is placed, unless you contact us immediately, it is likely that your order is being processed and is final. Should you have made an error in your order, please contact us through our contact email info@wine-family.com and we will revert at the soonest.

• CAN I PAY ON DELIVERY?

Payment is online only at the moment, as we currently have no Cash On Delivery service.

• ARE INVOICES TO BE PAID IN SGD?

All our invoices corresponding to purchases delivered to the Singapore territory are in SGD, and can be paid via our secured payment gateway on our website in the same currency. 

• HOW CAN I PAY FOR MY ORDER?

All orders can be paid for online using major debit and credit cards (Mastercard, Visa and American Express) as well as Apple Pay and Paypal. WineFamily will only process securely card transactions that have been authorised by the applicable Payment Network or card issuer. We don't accept Cash-On-Delivery at the moment.

• WHAT CAN I DO IF AN ITEM IS LISTED AS OUT OF STOCK?

If an item is listed as 'Out of Stock', you may leave your email address to be alerted when the item becomes available again. If an item is found out to be out of stock after the order is placed, we will contact you to arrange for a suitable replacement.

• WHEN AM I CHARGED?

You are charged immediately upon payment and will receive a confirmation email once the payment has been processed.

• HOW ARE PRICES DISPLAYED ON THE WEBSITE?

All prices on the website are quoted as Nett Singapore Dollars which means inclusive of GST.

• WHEN WILL YOU DELIVER MY ORDER?

Deliveries are made on the next day of ordering when placing your order BEFORE 3pm. Orders AFTER 3pm can be delivered the following day for an extra charge of $30+GST, excluding Saturday, Sunday and Public Holiday. Please note however that even our wine lovers deserve a break. Therefore, t we will not be able to deliver your orders on public holidays or long weekends.

• I DID NOT RECEIVE ANY CONFIRMATION EMAILS

 

WHOOPSIE! This ain’t right! Our email server must be taking a nap! If you have placed an order but not received a confirmation email, please contact us through our contact email info@wine-family.com and we will revert at the soonest.

• HOW MUCH DO YOU CHARGE FOR DELIVERY?

Delivery is free for any mix of 6 bottles. Delivery for any order under 6 bottles has a SGD 15 delivery charge.

• DO YOU REQUIRE A SIGNATURE ON DELIVERY?

 

Yes! We require a signature upon delivery for insurance reasons. Upon reception of the wines, it is the responsibility of the addressee to check the state of the goods and to note any reserve concerning breakage, damage or missing goods on the delivery slip. If the delivery slip does not indicate any reserve, Wine-family.com is not obligated to provide compensation to the recipient for this order. The signatory must be over 18 years of age.

 

• WHAT HAPPENS IF I’M NOT HOME FOR DELIVERY? 

 

We understand that you may not be home during the day to receive your wine, so we’ve come

up with a few options for you!

First and foremost, you can have someone else receive the wines on your behalf, that’s absolutely fine by us!

Second, our couriers will be in touch with you via phone or SMS on the day of delivery to let you know that they’re on their way. If you are not going to be home then you can assign someone else to accept them on your behalf. 

You can also have your wines delivered to your office during working hours. But if you don’t want to share with your colleague we totally understand! Any address is fine for us!

 

• I HAVE NOT RECEIVED MY WINES, WHAT SHOULD I DO?

 

Uh! Oh! This should not have happened! But if you have not received your bottles by the time stated in your confirmation email, please contact us through our contact email info@wine-family.com and we will revert at the soonest.

• I BELIEVE MY WINE IS FAULTY, CAN I GET A REFUND?  

 

Refunds can only be issued in the case of a faulty wine (corked or spoilt wine only) and the wine itself will need to be returned and inspected by Winefamily’s experts team which will mediate in these instances. Customer will cover the cost of collection of the “presumed” faulty wine (Cost at SGD 15). The delivery address for supposedly faulty wines is BGroup Asia, 5A Toh Guan Road East  02-01 Singapore 608830
Contact Person:

Janu - 8700 2105

Please also notify us at info@wine-family.com once you send the wines to our warehouse.

 

Please keep in mind that if, at the time of your purchase, you benefited from a discount or reward and your return no longer satisfies the conditions on which it was granted, the discount or reward amount will be forfeited from your refund.

• WHEN CAN I EXPECT MY REFUND TO BE PROCESSED?

 

First, it is important that you inform us that the wines have been sent to our warehouse for inspection, so please drop us a note at info@wine-family.com. Our team will then process the return within 3 days, and will issue a refund if they concur that the wine is indeed qualified for a refund.

 

• I FOUND THE SAME WINE ELSEWHERE BUT CHEAPER, WHAT CAN I DO?

 

Refunds for wine which is proven to be found cheaper online in Singapore will be issued under the following terms:

 

The wine is like-for- like, i.e. exactly the same wine, including vintage, and at the same volume rate (i.e. single bottle price is different from a bulk purchase price of multiple bottles.)

The comparative wine is being sold online in Singapore only, and does not include pricing found offline or on websites in other countries. 

The comparative wine price can be purchased by single bottle. We will not refer on the pricing of a full case promotion. 

The comparative wine price does not include any possible purchasing made online via Duty Free websites. 

The comparative wine is not on a limited time special promotion.

A refund will be issued on the difference in value of wines bought in one single sale per customer, per wine. There is a capped pay out of double the difference on 1 bottle ONLY. i.e. if you buy 6 bottles of one wine and find a difference, we will refund double the difference on 1 bottle, not 6 or any amount over 1.

• DO YOUR PRICES INCLUDE TAXES AND DUTIES?

 

Yes, the prices displayed on the website are inclusive of GST and excise duties.
As Wine-family.com’s is dedicated to private individuals, we declare and settle all local taxes and duties on your behalf. All you need to do is order, pay and then sign the delivery slip on arrival of your wine, of course after having checked its integrity.

 

• IS IT POSSIBLE TO ORDER WINE AND HAVE IT STORED UNDER BOND?

 

At the moment we do not offer any bonded warehousing service to our customers in Singapore. However, we can ship any of our ex-cellar wines to a certified bonded warehouse located in Singapore providing you already have an account set up with them. Please contact our team at admin@wine-family.com for a transfer to your bonded warehouse.

 

• HOW LONG WILL THE DELIVERY TAKE TO SINGAPORE?

 

There are monthly shipments arranged from Bordeaux to our temperature controlled warehouse in Singapore. From the moment you place the order until the delivery, there may be a total of 45 days.

Please rest assured that we treat the transportation of wines with the utmost care. However, we do have to take account of external factors beyond our control such as but not limited to: extreme weather conditions, suspension of trading routes, or any other extenuating factors. We guarantee however, to always keep the communications channels with you open and inform of any changes to your shipment.
Once the order is ready for delivery, our local carrier will contact you to organise a delivery appointment according to your availability.

• WHAT ARE YOUR SHIPMENT AND DELIVERY COSTS FOR EX CELLAR WINES?

It is free of charge for a single address delivery in Singapore! No matter how many cases you buy from us, we will not charge you separately for shipment and delivery.

• WHAT PACKAGING DO YOU USE TO SHIP EX CELLAR WINES?

We offer our wines in the original packaging as provided by the producing estates. Wines can be furnished in Original Wooden Case or Cardboard carton. Please contact our team at info@wine-family.com should you wish to know what is the exact packaging of the wines you would like to order.

• HOW MAY I ORDER EX CELLAR WINES?

The best way is to place your order through our website, as this would enable you to create your personal file, secure the wine you wish to purchase and automatically arrange a secure payment by credit card.
Of course, we remain at your disposal by e-mail info@wine-family.com should you need any further information, advice or assistance.

• HOW MAY I CONTACT YOU? IS THERE SOMEONE I CAN MEET IN SINGAPORE?

Our team is based in Singapore and we’d be happy to have a chat with you and answer you questions. Do not hesitate to contact us by email first through info@wine-family.com and we will reach out to you very fast!