FREQUENTLY ASKED QUESTIONS

Shopping online is great value for money. We have great low prices, exclusive deals, and offer the convenience of home delivery. Some of the great reasons to shop with us are:

• Free delivery on all orders for 12 bottles or more(exclude island area)
• Exclusive online wine bundles
• A great range of fine wines
• Money Back Guarantee

You can use the Contact Us form or e-mail us directly to info@winelab.co.nz. We answer emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email.

Our site employs a variety of best-practice security measures including, but not exclusive to

• SSL-encrypted transactions
• HTTPS-based checkouts
• VeriSign Authentication

Visit our Privacy Policy for full details on our security measures.

Yes, to purchase you do need to be a registered customer and logged in.

Yes, we are more than happy to match the prices offered on our website to those of other online retailers in most instances. To ensure that our price matching is done fairly for everyone please refer our price match page.

We accept payment by most major credit cards through secured Payment Express Gateway.

We also accept payment directly to our bank account, how ever your order will be sent out once payment clear on our bank statement.

We do not accept Cheques, Money Orders, Gift Cards or Flybuys points as payment methods.

Depending on availability, we may be able to special-order a particular wine for you by the case only.

We offer free shipping on orders over 1case (12bottles) in Auckland Region and orders over 2cases (24bottles) elsewhere in New Zealand(exclude islands areas).

Yes, We have the ability to deliver wine to most parts of the world via our international courier service, the delivery times and costs (item plus customs clearance) may vary from country to country. The service is door-to-door and all import taxes/duties are paid by us. In rare case, you will be contacted to pay any relevant duty for that country.

Please contact us for more accurate quote for your destination country.

Order processing times are between 1~2 business days after the day you placed your order. Most packages are prepared within 24 hours. After we process order it will delivered in 1~5 working days to most areas.

Yes, when you place an order, we will send you an email when it’s dispatched with a tracking link. This allows you to track your package as it travels to the delivery address. Remember, someone 21 years or older will need to sign for the package upon delivery.

View information regarding our various delivery information here.

Here’s the quick version: Unopened items may be returned for a full refund. Defective items may be exchanged for items of equal or greater value. This is all subject to restrictions, of course: You can read our full policy here.

We’re confident that our products represent excellent value for money, and we’re proud to guarantee every product you buy. If you’re not satisfied with a purchase you’ve made online, just email us info@winelab.co.nz within two weeks of receiving it. View our Return Policy for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of WINE LAB Customer Service within a week of accepting the delivery. Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.

If the item(s) on your order are not in Preparing to Ship or Shipped status, you may be able to cancel an item or the entire order online. To cancel an order or item, please contact us immediately.

Our method of packing is very secure. In the unlikely event that your item is damaged, we will arrange to have replacement sent out to you as soon as possible. You will not incur any charge unless parcel has been signed for and delivered to the given shipping address.

Many of our wines are labeled with a specific vintage (year of production). Occasionally, a vintage may sell out and no longer be available. In those rare cases, our staff may select a similar available vintage to complete your order.

Wineries occasionally change labels in new vintage years.