Delivery & Returns
01. Delivery Policy
Delivery is free of charge for any purchase over HK$ 800 (HK, KWLN, N.T.). For orders below HK$ 800, a delivery charge of HK$ 120 shall apply or you can collect your purchase free of charge from our Tai Kok Tsui showroom (Silicon Tower, 1/F Unit 2B, 82-88 Larch Street, Tai Kok Tsui, Kowloon).
All our deliveries are hand-picked in our temperature-controlled warehouse facility in Tai Kok Tsui. Dispatch will be in the original producer’s packaging or our own Chilled Wine cases. Our wines/products are sent via the local courier service Yamato to the delivery address as stated by you.
02. Delivery Schedule
Delivery Times: Monday to Saturday
Areas we deliver to: Hong Kong Island, Kowloon, New Territories
We are currently not able to deliver to: Sha Tau Kok, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ping Chau, Mui Wo, Lamma Island, Peng Chau, Cheung Chau, Tiai O
If nobody is at the address when Yamato makes the delivery, an attempted delivery note is left in the mailbox and Yamato leaves with the package. The recipient can call the delivery driver directly to rearrange a delivery that is free of charge (phone number will be stated on the attempted delivery note). Otherwise, the recipient can call the Yamato customer service center at +852 2829 2222 for new instructions regarding the time and place of delivery. If delivery is not possible, the package will be returned to us. Please note that it is not possible to make a delivery to a PO box.
Please note, that Chilled Wine cannot guarantee your delivery on the preferred delivery date and time, and this does not form part of Chilled Wine’s obligation. If you gave instructions for us to leave your wine outside your apartment and the wine gets stolen, we will not be held liable or reimburse you.
03. 100% Satisfaction Guarantee
If you are not completely satisfied with the quality of our product, simply call us at +852 69015317 or write an email to firstname.lastname@example.org within seven days of receipt so we can arrange the return of the unopened product(s) in its original undamaged packaging for a refund. We will credit your account for that bottle, provided that you have only drunk one bottle from the case. In such an instance , we will not be refunding the original freight and you must pay for the return freight charges. Please ensure you package the return parcel safely to prevent any damage to the products or boxes.
All products must be returned in their original packaging with all enclosed documentation. Neither the packaging nor the product can be torn or in any other way damaged. Otherwise, it will not be possible to obtain a refund.
04. Return Policy
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery does not match your order (wrong or missing product), please contact our customer service at +852 69015317 or email@example.com.
The recipient is requested to examine and check all products promptly upon delivery. Please include as many details as possible including your order number and a specific description. Claims must be made at the time of delivery; otherwise, we obtain the right to refuse your claim. We will arrange the pick-up and once we receive the product(s), we will refund the value of the purchased product(s), as well as the original freight within 21 days.
05. How to return a product
Please note that when you return a product, it is very important to state the order number as well as your name and address. Without these details, we will not be able to process your refund. Furthermore, please provide a detailed description of the reason – for example, you may have a claim. For returns, please contact our customer service at +852 69015317 or send an email to firstname.lastname@example.org.
Our return address is: Chilled Wine Limited, Silicon Tower, 1/F Unit 2B, 82-88 Larch Street, Tai Kok Tsui, Kowloon, Hong Kong.
Once we have received the returned products, we will inspect them and process the refund within 48 hours.