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CUSTOMER SERVICE
Providing excellent Customer Service is very important to us and we hope to make the experience of buying wine from Vintage Wine Specialists a hassle free and pleasurable experience in every regard.
Below you will find information regarding our: To see our full Terms and Conditions, please click here to view. Should you have any further queries, you may find answers to these on our FAQ (Frequently Asked Questions) page or you are welcome to Contact Us for further assistance at any time. Click here to do so now. -------------------------------------------------------------------------------- ProvenenceOne of the most important aspects in selling fine and rare wine is the storage and provenance, or history, of the wine for sale. Here at Vintage Wine Specialists Ltd we take this very seriously as we only sell the best wines from the best years and producers, to get the best price for a wine it must be in the best condition. We have a few simple rules ensure we only offer wines in the best condition; 1. All wines are stored in temperature and humidity controlled storage facilities. 2. We have a history for each and every wine in stock, we know where it was purchased, where it was stored and who by. 3. All wines are physically inspected to ensure there are no scuff marks, scratches or low fill levels. Our customers are confident in the assessment we make of the wines we offer and we do not offer wines in anything other than perfect condition. Although we take a huge amount of care and effort to ensure wines are offered in superb condition, we cannot see if a wine is corked (faulty or tainted) from the appearance. In this regard we cannot offer refunds on our fine and rare wines. Back to Top Our GuaranteeReturns & Refund Policy:1. All wines are stored in temperature and humidity controlled storage facilities. 2. We have a history for each and every wine in stock, we know where it was purchased, where it was stored and who by. 3. All wines are physically inspected to ensure there are no scuff marks, scratches or low fill levels. Our customers are confident in the assessment we make of the wines we offer and we do not offer wines in anything other than perfect condition. Although we take a huge amount of care and effort to ensure wines are offered in superb condition, we cannot see if a wine is corked (faulty or tainted) from the appearance. In this regard we cannot offer refunds on our fine and rare wines. Back to Top -------------------------------------------------------------------------------- Delivery PolicyVintage Wine Specialists is all about customer satisfaction, with regards to the wines we offer and the service. How long will it take to receive my order from Vintage Wine Specialists? New Zealand Deliveries: Your order will be dispatched within 2 business days of payment being received. Your order should take 2-5 days to be couriered to you. The entire time between your payment being received and your order being delivered should take no longer than 7 days. Delivery Costs for New Zealand are dependent upon where the wine is being delivered to.
International Deliveries: Delivery charges will be billed to your credit card separately. We will confirm the charges by email to you after you have placed your order and upon receipt of a return email from you accepting these charges, we will ship your order and bill you for the shipping charges accordingly. Deliveries can only be made to a street address. The address given must be the delivery address where wine can be received during business hours. If wine is not received on the first delivery then subsequent delivery charges will apply. The prices below are a 'per item' price up to a 12 bottle case size. If you wish to send less than a case, it is possible the same charges will apply however we are happy to obtain a specific price for you. Please contact us here to enquire. If the country you wish to ship to is not specified below, please contact us for a specific quote on shipping (freight) charges. Click here to enquire now. Local Taxes:Please note: Local taxes do apply in some countries and will need to be paid locally. The cost of these taxes are not included in the prices given below. The countries which are exempt from these additional taxes are:UK U.S.A Japan. Any other country internationally is likely to have local taxes applicable. Your phone number will be provided to the customs agents concerned in your country of residence and you will be required to pay the additional local taxes prior to the completion of your delivery by the local freight agent in your country of residence. If you wish to enquire further regarding this aspect, please don't hesitate to contact us here. Europe: EU Regulations permit 3 cases per person to enter the UK for personal consumption. Each 3 case consignment requires further names. UK Our UK shipment leaves us fortnightly by ship. Delivery door to door takes approximately 9 weeks from when it leaves us. The cost is NZ$155.00 to the mainland. Ireland, Highland, Channel Island, Isle of Mann, and the Scottish Highland incur a surcharge. These rates change with the exchange rate so please email for specific costs. Click here to do so now. Australia Our Australian shipment leaves us weekly by air. Delivery door to door will take approximately 9-16 days from the time the wine leaves us. The cost is; - NZ$120.00 per case -7-12 Bottle Case - NZ$80.00 per case - 4-6 Bottle Case - NZ$40.00 per case for 1-3 Bottles In addition to the international freight charges, there are internal courier fees as follows; Sydney NSW $8.00, Brisbane, Melbourne, ATC $18.00, Adelaide $20.00 Perth, Nth Queensland $28.00 and Tasmania $45.00. We add the courier fee to the freight cost. USA Our shipment leave us once a month on the 10th of the month. We are given tracking numbers at the time of arrival in the USA and pass them on to the customer via email. Delivery should be expected around the 15th of the following month. The cost is to all states is; - NZ$270.00 per case for 7-12 Bottles - NZ$200.00 per case for 1-6 Bottles Please note: Hawaii and Alaska incur a surcharge of NZ 95.00 Japan Our Japanese shipments leaves us on demand just a few days after we receive it, delivery should be expected 10-14 days from when it leaves us. The cost is NZ$205.00 per case Singapore Delivery is expected 3-4 weeks after it leaves us. The customer will receive a call from customs to pay any taxes before it is released for delivery. These customs charges are not included in the purchase price or the delivery charges and must be paid in addition to these costs in the Singapore. The cost is; - NZ$160.00 per case for a 7-12 Bottles - NZ$155.00 per case for 4-6 Bottles - NZ$150.00 per case for 1-3 Bottles Please note: In addition to the above costs, there are also the local taxes which are payable locally before delivery in Singapore. Hong Kong The cost is; - NZ$245.00 per case for 7-12 Bottles - NZ$175.50 per case for 4-6 Bottles - NZ$150.00 per case for 1-3 Bottles - NZ$120.00 per single Magnum Bottle Please note: In addition to the above costs, there are also the local taxes which are payable locally before delivery in Hong Kong. What if my order from Cellardoor does not arrive? Vintage Wine Specialists orders are always dispatched using reputable couriers with strict delivery policies and schedules. Unfortunately things do go missing even with couriers. If you have any trouble with your order and it's delivery please log on to Vintage Wine Specialists and send us an email with your order number and the wine and date listed, we will immediately investigate your enquiry. Please note that damaged or lost goods will be paid out via insurance cover on the wines shipped, should you so wish it. All claims for lost and damaged goods are made to the courier firm involved on behalf of the purchaser of the goods. The same process should be followed for; • The wrong wine being sent. • Damaged wine. It is Vintage Wine Specialists Ltd commitment to you to resolve, as best we can, any issues you (the buyer) have with the delivery of wine and doing so to our mutual satisfaction. Back to Top -------------------------------------------------------------------------------- Privacy PolicyVintage Wine Specialists is committed to protecting the privacy of our customers.Personal information provided by you is used only for the purpose of fulfilling your orders and / or providing you with our product information. This information is sent to you via email directly into your inbox. You can of course opt out of such communication with us simply by clicking on unsubscibe. We promise that your personal details will not be used for any other purpose. Your credit card details are used solely for the purpose of fulfilling your orders. Once your order is fulfilled, your credit card details will be deleted from our system. Back to Top -------------------------------------------------------------------------------- Website Security100% security online is paramount at Vintage Wine Specialists and we understand just how important it is to you too. This is why we have made your security our primary concern. All information that you provide us with is encrypted and transmitted via 128 bit SSL (Secure Socket Layer). SSL is the system used by all legitimate shopping sites world wide. It is almost impossible for an unauthorised party to seize the encrypted data. You will know that your details are being safeguarded by looking for the padlock or unbroken key that will appear at the bottom of your browser whenever you are providing us with personal information. SSL is the industry standard for the transmission of credit card details. Your information is encrypted using a complex mathematical algorithm before being sent over the internet. The authenticity of this site has been established by www.zeald.com and you are welcome to view our certificate information by double clicking on the padlock or unbroken key that appears at the bottom of your browser when you are on the secure part of our site. Information at Vintage Wine Specialists is protected by firewall technology, and we have organisational procedures in place to insure data integrity is maintained at all times. Your bank can also provide you with additional information regarding the security of your credit cards. -------------------------------------------------------------------------------- Click here now to explore our fabulous range of wines or should you require any further information, we welcome your enquiry here. |