Q: What are your opening hours?

Lunn Ave Cellar Door and Click & Collect: OPEN for Click and Collect (no retail store) and our Cellar Door tasting bench, where you can sample and order from our screens for immediate collection. Tuesday – Friday: 10am – 6.30pm Saturday 9am – 5.30pm Monday & Sunday : CLOSED Public Holidays We are closed all public holidays.

Question 1

How do I change my address?

Accepted Answer

To change your address log in to your account and click on ‘My Account’ at the top right hand of the screen. Go on to ‘Update Your Details’ and scroll down to the ‘Your Address’ section. Insert your new address details and click update.

You will get an email from us asking to reactivate your account by clicking on the link.

Question 2

How do I remove an item?

Accepted Answer

To remove an item(s) from your cart, click on the rubbish bin icon to the right of the quantity box or use the arrows inside the quantity box to increase/decrease the amount of bottles.

Question 3

What are your opening hours?

Accepted Answer

Lunn Ave Cellar Door and Click & Collect:

OPEN for Click and Collect (no retail store) and our Cellar Door tasting bench, where you can sample and order from our screens for immediate collection.

Tuesday – Friday: 10am – 6.30pm
Saturday 9am – 5.30pm
Monday & Sunday : CLOSED

Public Holidays

We are closed all public holidays.

Question 4

How do I buy a gift card?

Accepted Answer

There are two types of Gift Cards available - Physical & Digital E-Gifts that can be emailed directly to your recipient.

Physical Gift Cards can be purchased in-store only and Digital E-Gifts are available for purchase via our website. Both types of Gift Cards can be redeemed in-store and online also.

Question 5

How do I remove myself from your mailing list?

Accepted Answer

To remove yourself from our email database, scroll down to the bottom of any email you receive and click on the unsubscribe link. It will take you to a separate page noting you have successfully been unsubscribed. Please feel free to comment in the feedback box about why you have unsubscribed.

Question 6

How do I update/change my email address?

Accepted Answer

To change your email address log into your account and click on ‘My Account’ at the top right hand corner of the page. Go on to ‘Update Your Details’ and scroll down to the email section. Enter your new email address and click on the update button at the bottom of the page.

You will then receive an email from us to reactivate your account with one simple click.

Question 7

How do I reset my password?

Accepted Answer

Click here to reset your password.

Question 8

Can I redeem my ASB True Rewards in your store?

Accepted Answer

In March we have to move payment gateways (secure third party that transacts all cards online complying with bank and security requirements). We have moved to Worldline, a leading NZ provider and recommended to us by ASB, our banking partner.

Unfortunately, we were unaware that Worldline, along with all other payment gateways (other than Windcave who we have moved from), cannot transact ASB True Rewards transactions online. They can only accept them through Eftpos machines in store, as True Rewards cards are effectively an eftpos card. We are an e-Commerce-based business and also transact our Cellar Door sales through our online portal. As a result, we cannot process True Rewards cards.

We have known we needed to move payment gateway providers for some time. ASB have been working on a solution with Worldline to enable online transactions through their gateway for True Rewards. They have not been able to achieve this in time for the changeover date of 1 March, which was an unchangeable cutoff for our move. This is a project they are working on and committed to getting in place, we just do not have a clear timeline yet on when that will happen.

ASB True Rewards is an important part of our business and a service we see as very important for our customers. We are doing all we can to influence a rapid solution. Until this is resolved, we unfortunately will not be able to offer True Rewards as a payment option at Fine Wine Delivery.

Question 9

Can I use my Farmlands card on your website?

Accepted Answer

Yes, you can! At the checkout, under 'Payment' you can select Farmlands and enter in your card number.
You will receive a 1.5% rebate when you use your Farmlands Card
Your Farmlands exclusive rebate will be applied on your statement

Question 10

Recent Changes to the Constellation Drive Store

Accepted Answer

The family have made the decision to sell our Constellation Store. The store will still have a family connection: it has been purchased by Richard Poole, (son of Jeff & Virginia) who has been at Fine Wine Delivery for 21-years and first opened the Constellation Drive store. Richard has a new vision for the store, you will receive a communication from him with the new name of L’alcool for the store. He has retained our wonderful team that you know and love, and they look forward to providing you a localised and excellent service when you shop in their store.

Fine Wine Delivery will be concentrating on providing the best online experience we can focussed on the online service, click and collect and our new Cellar Door at Lunn Ave. As you know we have have introduced several new innovations that customers have told us they really enjoy. Expert Assist is a game-changing tool using clever Artificial Intelligence that helps wine buyers better understand their wine preferences, discover new products to try, and buy accordingly. Another innovation that customers are loving is our 100% personalised ‘Perfect Drop’ Wine Subscriptions along with ‘My Style’ in their account profile, which personalises your wine journey.

Question 11

Where is my order?

Accepted Answer

You should receive an email when your order has been dispatched from our Warehouse. This email will contain a tracking link on the NZ Post website, so you can check the delivery status of your order.

You can also track your parcel here (if you know your tracking number)

https://www.nzpost.co.nz/tools/tracking

For Customer Support, please email us on wine@finewinedelivery.co.nz or call us at 0800 346 394 with your order number and we will happily track your purchase for you.

Question 12

What are your delivery charges?

Accepted Answer

Our delivery costs differ with locations around NZ and the amount of cases purchased in a single transaction. Our current standard freight charges per case are:

North Island - Auckland Area

$7.50

North Island – Auckland Rural

$9.99

North Island – Waiheke Island

$15.00

North Island - Sector 1

$8.99

North Island - Sector 1 Rural

$11.98

North Island - Sector 2

$8.99

North Island - Sector 2 Rural

$11.98

South Island – All regions

$10.99

South Island - Rural

$14.49

We also offer a premium Same day Delivery service to select postcodes if you need your order in a hurry. Read the Urgent Express Delivery FAQ’s here.

Question 13

When should I get my delivery?

Accepted Answer

This depends where you live. You will get an email when your order is dispatched with a tracking number. We aim to dispatch within 24hrs.

You can check on delivery updates on the NZ Post website here:

https://www.nzpost.co.nz/contact-support/domestic

Question 14

Do you ship outside of New Zealand?

Accepted Answer

At this time we are unable to ship orders outside of New Zealand. We recommend you look for retailers in your destination country that stock New Zealand wines and can deliver locally for you.

Question 15

What payment options do you accept?

Accepted Answer

We accept payments from Visa, Mastercard, MasterPass Amex, Online Eftpos, and True Rewards. And of course you can purchase items with a Fine Wine Delivery Gift Card in store and online.

Question 16

Do you ship to PO Boxes?

Accepted Answer

Yes, we do!

Question 17

Am I able to arrange for my parcel to be left in a safe spot?

Accepted Answer

Yes, you are able to arrange this. You will receive an email / text when your parcel is out for delivery, you can simply visit the website or reply to the text. (Data rates apply for texts)

You can find more information here: https://www.nzpost.co.nz/personal/receiving/leave

Question 18

How do I arrange a redelivery? Does NZ Post redeliver on a Saturday?

Accepted Answer

If you have been left a calling card from NZ post, you should receive an email to arrange redelivery. You can then use the link to arrange redelivery. Note: Redelivery Monday - Friday is free. For delivery on a Satruday there is a $5 fee.

Question 19

I want NZ Post to leave my package at my door. How do I set up an Authority to Leave with NZ Post?

Accepted Answer

If you'd like NZ Post to leave your parcel at your doorstep or in a safe place, you will need to set up an 'Authority to Leave'. This is because our products are R18 and are signature required by law.

You can set up an Authority to Leave as a one-off delivery or ongoing on the NZ Post website. This means all future parcels addressed to people at your address, will be left according to your instructions.

To get started, visit the link below and log in to your NZ Post account. For an ongoing Authority to Leave you will need to verify your address, or they may need to send a letter to your address with a verification code.

Delivery instructions must be completed on the NZ Post website, unfortunately, they will not be followed by NZ Post if you write instructions at our checkout.
https://www.nzpost.co.nz/personal/receiving/leave-...

Question 20

What happens if my order is damaged in transit?

Accepted Answer

If your order has been damaged or broken by the courier, we will get in touch with them straight away before we can issue a replacement/refund. We require NZ post to explain what has been damaged in order for us to issue a refund/replacement, please note this can take up to 3 business days.

Question 21

I’m not enjoying a product I have purchased; can I exchange/refund? What is your 30 day money back guarantee policy?

Accepted Answer

We want you to thoroughly enjoy every product you buy from us. If the wine, beer or spirit you've bought isn't to your liking, please let us know, we'll be happy to replace it with something more suitable or give you your money back. It's all part of us delivering our best every day.

A refund will be processed once we receive the product back in hand - either from a courier pick up or brought into either of our locations. We are able to assist in organizing a courier collection if needed. Once we receive the product back we will process a full refund to you. Please note: you will need to print out a returns label to return your order.

Please Note: This replacement/refund guarantee applies to orders within New Zealand only. Notification of returns to our team must be made within 30 days of purchasing.

Question 22

What is your returns process?

Accepted Answer

If you’re not happy with your item, please follow this process:

1. Contact our Customer Support team on 0800 346 394 or email wine@finewinedelivery.co.nz and let us know which item you wish to return

2. We will then send you a pre paid returns label for you to print out

3. You will need to provide us with some info and package it up, print out the label and attach to your parcel

4. You can then arrange for NZ Post to come and collect from your house or you can drop to your local NZ Post office

5. Once the box has arrived back to our Warehouse, we will then process a refund for you. Alternatively you are able to return items back to our Click & Collect at 42 Lunn Ave, Mt Wellington.

Question 23

What do I do if I want to return a product from my Subscription box?

Accepted Answer

If you are unhappy with an item in your Subscription box please contact our customer services team on 0800 FINE WINE or wine@finewinedelivery.co.nz to arrange a refund. We are only able to refund unopened bottles from Subscription boxes. Please do not bring this item into either of our locations, the staff are not able to process Subscriptions returns instore. We will arrange for a courier to pick up your product.

Question 24

What are your conditions of trade?

Accepted Answer

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, please do not attempt to use this site to purchase liquor.

Question 25

What are your Customer Service Hours?

Accepted Answer

Monday - Friday 9am - 5pm

Saturday 9am - 5:30pm our Click & Collect staff will endeavour to answer your calls intermittently in-between serving customers. Please feel free to email wine@finewinedelivery.co.nz and the team will get back to you first thing Monday.

Question 26

What is the Fine Wine Delivery Subscription?

Accepted Answer

The smartest Subscription service in New Zealand - The Perfect Drop! Curating highly personalised Wine, Craft Beer and Spirit selections from over 2,000 products, utilising world-first AI technology. Every bottle you open is PERFECT for your tastes.

Question 27

How does it work?

Accepted Answer

Simply visit our website and tell us:

Which subscription you would like
Your preferences
Your tastes
Qty & Frequency
Which type of subscription - Perfect Everyday, Perfect Premium or Perfect Prestige

Our world-leading AI technology will use your preferences, purchase history and our expert tasting reviews to create your perfect selection.

Unlike your typical subscription services, we don’t fill your box with unwanted or slow moving stocks. The Perfect Drop is totally uninhibited, genuinely selecting only products that suit your tastes from our large range of over 2000 products. NZ's only 100% personalised subscription service.

Question 28

Are there different types of Subscription?

Accepted Answer

Of course, there’s a range of subscription options to suit everyone. Choose from weekly, fortnightly, or monthly deliveries, as well as 3 bottle, 6 bottle, or 12 bottle options. Select a price bracket to suit all budgets and quality … and it’s not just for wine drinkers, you can buy craft beer subscriptions online, and even spirits!

Question 29

What do the different types mean for Wine - Perfect Everyday, Perfect Premium or Perfect Prestige?

Accepted Answer

Our Perfect Everyday is for your more regular enjoyment - the average bottle price is $16.66. Our Perfect Premium is superbly crafted wines averaging $25 per bottle. Our Perfect Prestige are special, premium wines that average $41.66 per bottle. (note this is the average, some wines will be of a higher value and some lower than the noted prices above)

Question 30

How do I buy a Subscription?

Accepted Answer

Simply visit our website - https://www.finewinedelivery.co.nz/subscriptions

Sorry we are not able to take Subscription orders over the phone as our world-first AI technology requires you to complete the simple online questions to curate the perfect selection for you.

Question 31

How do I update my Subscription details?

Accepted Answer

Please contact us if you need to change details of your subscription such as your delivery address.

Question 32

How do I cancel my subscription?

Accepted Answer

You can Log In to your account to cancel your subscription under ‘My Subscription’.

Question 33

How do I purchase both a Wine and Beer Subscription?

Accepted Answer

You can purchase different kinds of subscriptions e.g 1 Beer, 1 Wine or 1 Spirits. You will just need to place your orders one at a time on our website.

Question 34

Why should I review my items?

Accepted Answer

The more you review, the better our AI technology becomes continuing to refine and curate your selection finding products that are 100% customized to your tastes!

Question 35

When will my card be charged?

Accepted Answer

Once you place your order, it will then be sent to our Warehousing team. Once our clever AI tech has confirmed your 100% personalised selection, your saved card will then be charged.

Your card will be charged on the same day each month.

Question 36

What are your delivery charges?

Accepted Answer

Our normal delivery charges apply on subscriptions. That is because there are no hidden costs in our subscriptions - we give you wine/craft beer/spirits to the value of your subscription.

To see our current rates please go to our Delivery Charges

Question 37

What are your delivery timeframes?

Accepted Answer

Delivery varies depending on your location. Between 2-5 working days for standard delivery. You can view the NZ Post Delivery Updates

Question 38

Are there any contracts or is it flexible?

Accepted Answer

You’re not tied into any plan here. You can start, pause or stop your subscription anytime in your account settings. And if you have thirsty guests coming to stay, simply increase the frequency or quantity for a while.

Question 39

Can I send a Subscription as a gift?

Accepted Answer

Not at the moment, but watch this space as we hope to have this feature available in the future!

Question 40

What do I do if I want to return a product from my Subscription box?

Accepted Answer

If you are unhappy with an item in your Subscription box please contact our customer services team on 0800 FINE WINE or wine@finewinedelivery.co.nz to arrange a refund. We are only able to refund unopened bottles from Subscription boxes. Please do not bring this item into either of our locations, the staff are not able to process Subscriptions returns instore. We will arrange for a courier to pick up your product.

Question 41

Will I always receive a new product every month?

Accepted Answer

Yes, you will always have new products to try in your box. If you rate a product highly in your reviews, we may send that to you again at a later date. Note that in 12 bottle wine subscriptions, you may sometimes receive two bottles of the same wine depending on how broad or narrow your preferences are.

Question 42

I'd like to repurchase beverages that were in my subscription box, is that possible?

Accepted Answer

Of course! You may have seen a slightly discounted rate on your invoice for your subscription items. This is to ensure you pay the same price each month for your subscription.

If you would like to purchase again, it will be at the price reflected on our website. We are unable to discount further, you will still be getting a great deal, as our pricing is very competitive in the market.

You can see your order history in your account under 'My Subscriptions' and click 'View Detail' to buy your items again.

Question 43

Can I use my 10% off discount for a subscription?

Accepted Answer

Unfortunately not. This can only be used for your first regular order placed on our website.

Question 44

I have unpaused my Subscription, when will it begin again?

Accepted Answer

Your subscription will renew on the day that you unpause and your card will be charged that day as well.

Question 45

Why do I need to update my payment details?

Accepted Answer

We’re upgrading our payment system from Windcave to Worldline (Paymark) a trusted and secure payment provider. As part of this transition, we need all subscribers to re-enter their payment details to continue their subscription without interruption.

Question 46

What happens if I don’t update my payment details?

Accepted Answer

All stored payment details with Windcave will be securely removed on 1 March 2025. If you don’t update your payment details before then, your next subscription will not automatically process.

Question 47

Will my subscription price change?

Accepted Answer

No, your subscription pricing remains the same we’re just updating our payment system to enhance our customer experience.

Question 48

I updated my payment details. How can I confirm everything is set?

Accepted Answer

Once you’ve successfully updated your details and clicked save. Nothing else needs to be done. You will receive an email when your next subscription is due. You can also check your subscription settings in your Fine Wine Delivery account.

Question 49

I’m having trouble updating my payment details - what should I do?

Accepted Answer

No worries! Our team is happy to help. Simply reach out to us at wine@finewinedelivery.co.nz or call

0800 346 394, and we’ll assist you.

Question 50

Why is a $1 transaction fee applied when updating my card details?

Accepted Answer

The $1 charge is a standard bank verification process to ensure your card is valid and active. This will be refunded within 48 hours.

Question 51

How do I update my payment details?

Accepted Answer

Click Here and enter your card into your subscription. It only takes a couple of minutes!

Question 52

What is the Urgent Express Delivery?

Accepted Answer

This is NZ Post’s fastest option and it includes tracking and a signature!*

Simply place your order and select ‘Urgent Express Delivery’ at the checkout.

If you place your order in time (see cut off times), you will then receive your order 6-9pm that same evening. If it is after the cut off time, then you will receive your order 6-9pm the following evening.

*Note: only valid for select postcodes in Auckland, Hamilton, Wellington or Christchurch.

Question 53

Can I order a Wine, Beer or Spirits  Subscription and use the Urgent Express Service?

Accepted Answer

At this stage, Subscriptions are not eligible for the Same Day Service.

Question 54

When is the cut off time for Urgent Express Delivery?

Accepted Answer

If you order before these times you will receive your order 6-9pm that same evening.

Auckland - 2pm

Hamilton - 9.45am

Wellington - 9.45am

Christchurch - 9.45am

If it is after the cut off time, then you will receive your order 6-9pm the following evening.

Question 55

Are there any weight limits for Urgent Express Delivery?

Accepted Answer

For Auckland, the weight limit is 25kg.

For Hamilton the weight limit is 15kg.

For Wellington and Christchurch the weight limit is 5kg. (approximately 4-6 bottles)

We may need to contact you about your order if you order more than the allocated weight limit.

Question 56

Am I able to arrange for my parcel to be left in a safe spot with the Urgent Express delivery?

Accepted Answer

As our parcels are R18 and signature required, NZ Post will not leave your parcel at the door. However you are able to arrange for your parcel to be left in a space spot. You will receive an email / text when your parcel is out for delivery, you can simply visit the website or reply to the text. (Data rates apply for texts)

You can find more info here: https://www.nzpost.co.nz/personal/receiving/leave

Question 57

Which postcodes are eligible for Urgent Express Delivery?

Accepted Answer

The following postcodes are eligible for Urgent Express Delivery.

Auckland - 0600, 0602, 0610, 0614, 0618, 0620, 0622, 0624, 0626, 0627, 0629, 0630, 0632, 1010, 1011, 1021, 1022, 1023, 1024, 1025, 1026, 1042, 1042, 1050, 1051, 1061, 1062, 1071, 1072, 2010, 2012, 2013, 2014, 2016, 2022, 2023, 2024, 2025, 2102, 2103, 2105, 2110, 2113

Hamilton - 3200, 3204, 3210, 3214, 3216

Wellington - 5010, 5011, 5012, 5022, 5024, 6011, 6012, 6021, 6022, 6023, 6035, 6037

Christchurch - 8011, 8013, 8014, 8022, 8023, 8024, 8025, 8041, 8042, 8051, 8052, 8053, 8061, 8062, 8083

Unfortunately if your postcode is not listed here, it is not offered by NZ Post at this time.

Question 58

What are your Urgent Express Delivery charges?

Accepted Answer

Urgent Express Delivery Pricing

Auckland $14.99 up to 12 bottles

Hamilton $20 up to 12 bottles

Christchurch $27.99 up to 6 bottles

Wellington $27.99 up to 6 bottles

Question 59

Does the Urgent Express Delivery deliver on weekends?

Accepted Answer

The Urgent Express delivery is not available for deliveries on Saturdays or Sundays.

Question 60

Does the Urgent Express Delivery deliver on Public Holidays?

Accepted Answer

The Urgent Express delivery is not available for deliveries on public holidays.

Question 61

Why do I need to update my payment details?

Accepted Answer

We’re upgrading our payment system from Windcave to Worldline (Paymark) a trusted and secure payment provider. As part of this transition, we need all subscribers to re-enter their payment details to continue their subscription without interruption.

Question 62

Why is a $1 transaction fee applied when updating my card details?

Accepted Answer

The $1 charge is a standard bank verification process to ensure your card is valid and active. This will be refunded within 48 hours.

Question 63

What happens if I don’t update my payment details?

Accepted Answer

All stored payment details with Windcave will be securely removed on 1 March 2025. You will just need to enter your payment details for your next purchase as they won't be saved on file.

Frequently Asked Questions

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