Frequently Asked Questions
What can we expect during COVID-19?
We partner with external distributors, Wineworks Marlborough, who work with CourierPost to get your orders delivered. Postal services nationwide may experience some delays due to COVID-19 so we ask for your patience during this time.
We ask that you please provide your mobile phone number during the checkout process so that you can receive alerts when your order is due to arrive.
We expect your order to be received within 15 working days of placing your order. Please contact us if you have not received your order by this time.
Do you do free wine delivery in New Zealand?
Yes! We offer free wine delivery NZ wide.
Where do you ship to?
At this stage our online store can only deliver within New Zealand. Orders are restricted to recipients aged 18 or over.
When will my order be shipped?
Pre-Orders
Sometimes with special or new-release items we will run a pre-order sale. During these sales we’ll specify an expected delivery time on the relevant pop-up store page, as we ship all stock once orders have closed.
Standard Orders
Once you’ve placed your order you’ll automatically receive an invoice so you know your payment has been successful. As a general rule we process orders through our distributor every two working days; from there it can take two to five working days to receive your shipment. Orders are typically posted with CourierPost or PBT; if you have not received a non-preorder wine within seven working days please let us know so we can request tracking details from them.
Please note with all orders, couriers will require someone of legal age to receive the wine (due to alcohol laws). The courier will leave a calling card in the situation that no one is home. Feel free to contact us if you have any questions.
How do I place an order?
To place an order, simply scroll through our offers and select "Buy Now" or “Add to cart” from the product page when you would like to purchase. Once your cart has items in it, confirm the quantities to make sure you're happy with your selection. It's easy to update quantities and or add and remove wine from your cart.
Once you're 100% happy with what you'd like to order, simply follow the steps to provide us with your delivery and payment details. You'll automatically receive a receipt for your order which you can double check and save for future reference. The last step is sitting back and waiting for your wine to arrive!
What happens once I've placed my order?
You should receive an invoice by email not long after you place an order. If you don't receive one within an hour, please check your junk email and contact us if it hasn't arrived. We don't currently have the ability to send out notifications when your order has been shipped, so from there please do sit tight and look forward to receiving your wine within seven working days.
Where's the rest of my order?
Our wine is sold by the case - usually this means a box of six bottles unless otherwise specified. Because they are pre-packaged like this, each box receives its own shipping label and is shipped separately. This does sometimes mean that not all cases from your order will arrive at the same time, but never fear - the next case won't be far behind!
What payment types do you accept?
All major credit and debit cards are accepted, simply follow the steps prompted to complete your purchase. All orders will be confirmed via email. We take security and privacy very seriously, so all online payment methods are safe and secure.
Does someone aged 18 or over need to place the order and accept the delivery?
In order to receive your delivery, you must ensure that a person over the age of 18 years, and not under the influence of alcohol, is available at the Delivery Point to accept your delivery. Giesen Group reserves its rights to require its couriers to request the person accepting the delivery of suitable evidence of their age for verification purposes.
If suitable evidence of age is withheld or no person is present to accept delivery, Giesen Group's courier may refuse the release and delivery of an order. Such an event would be considered a failed delivery and would be subject to the normal procedure of failed deliveries for the courier company.
Can I buy a single bottle? How about a mixed case?
Sadly, no! The extra handling costs of our teams picking and packing single bottles or mixed cases means it would unfortunately be too expensive for most people to grab just one bottle. Most of our products are sold in their pre-packed cases of six bottles so we can keep your costs down. Sometimes we do very special release two-packs or mixed cases, but overall your best bet for buying small quantities is at your local supermarket or liquor store.
Our 100% Satisfaction Guarantee
We are 100% confident that you will be completely satisfied with these wines. If you open a bottle and don't agree with us that this is truly sensational wine, simply put the bottle back in the case, tape it up to send back to us and we'll give you a refund. We will also cover the courier cost!
Returns & Refunds
Simply contact us should you wish to return the goods. We'll be happy to help you!
In the event that the product is broken during delivery, we will replace that product. Just take a photo of the goods you've received and contact us to get started. Please note that if our couriers notice a possible breakage during delivery, this can delay your delivery while they investigate. Please contact us for a tracking number if it has been more than seven working days since you placed your order.
Delayed Delivery
Occasionally deliveries may be delayed through the courier service. This can sometimes be as a result of a larger event such as COVID-19, your parcel being routed through a particularly busy depot location, or if the courier company detects a potential problem with the package. Our deliveries sometimes fall into this latter category if the couriers suspect a bottle has been damaged.
In the case of damage during transport, the couriers will investigate in-house to determine if there has been a breakage. If this is the case, they will return the item to the sender (in this case, Wineworks Marlborough who are our New Zealand distribution partners), and they will organise a replacement. We do endeavour to let our customers know if there has been a breakage in transit, but because the investigation process at the courier end can take some time, there is often a delay before we are informed about this. We do appreciate your patience in the rare instance that this occurs!
Damaged Goods
If a parcel does arrive damaged, please do let us know straight away so we can request a replacement. If you’re able to send us a photo so we can log the problem with our distributors, we would really appreciate that too!
