FAQ

GENERAL

All of your feedback is more than welcome!If you need to reach out to us, simply email admin@wine-family.com (Mon-Fri, 9am-6pm)

We are strictly dedicated to private individuals, due to the agreements we have with the various Chateaux and producing estates we work with.

We do not own any premises in Singapore. However we may from time to time hold activities where you’ll get to try our products. Follow our social media channels to stay up to date with our activities.

If you would like to send a wine offered under private sales as a gift, simply list the intended gift recipient’s address as the delivery address. We also have a few options of gift packaging available that will be offered to you upon checking out.

Please use the “Lost my login/password?” function when signing-in to reset your password. An email will be sent to the address email you registered with us.

To place an order, you first have to create an account. You can create an account by clicking on the sign-in button at the top-right of the screen,  or fill in your details when invited to do so when you want to add an item to your basket.

Nothing more simple than that: Click on Login on the top right corner, then click on New Customer? Sign up

Mixed cases have been curated by our team for people who want the convenience to order a single item containing multiple wines. It contains a selection of diverse wines, most of the time around a common theme, i.e. Wines of France, Wines of Italy, … etc


Orders, Payments & Stock Availability

As we deliver within 24 hours, once an order is placed, unless you contact us immediately, it is likely that your order is being processed and is final. Should you have made an error in your order, please contact us through our contact email info@wine-family.com and we will revert at the soonest.

Payment is online only at the moment, as we currently have no Cash On Delivery service.

All our invoices corresponding to purchases delivered to the Singapore territory are in SGD, and can be paid via our secured payment gateway on our website in the same currency. 

All orders can be paid for online using major debit and credit cards (Mastercard, Visa and American Express) as well as Apple Pay and Paypal. WineFamily will only process securely card transactions that have been authorised by the applicable Payment Network or card issuer. We don't accept Cash-On-Delivery at the moment.

If an item is listed as 'Out of Stock', you may leave your email address to be alerted when the item becomes available again. If an item is found out to be out of stock after the order is placed, we will contact you to arrange for a suitable replacement.

You are charged immediately upon payment and will receive a confirmation email once the payment has been processed.

All prices on the website are quoted as Nett Singapore Dollars which means inclusive of GST.


Delivery Information

Deliveries are made on the next day of ordering when placing your order BEFORE 3pm. Orders AFTER 3pm can be delivered the following day for an extra charge of $30+GST, excluding Saturday, Sunday and Public Holiday. Please note however that even our wine lovers deserve a break. Therefore, t we will not be able to deliver your orders on public holidays or long weekends.

WHOOPSIE! This ain’t right! Our email server must be taking a nap! If you have placed an order but not received a confirmation email, please contact us through our contact email info@wine-family.com and we will revert at the soonest.

Delivery is free for any mix of 6 bottles. Delivery for any order under 6 bottles has a SGD 15 delivery charge.

Yes! We require a signature upon delivery for insurance reasons. Upon reception of the wines, it is the responsibility of the addressee to check the state of the goods and to note any reserve concerning breakage, damage or missing goods on the delivery slip. If the delivery slip does not indicate any reserve, Wine-family.com is not obligated to provide compensation to the recipient for this order. The signatory must be over 18 years of age. 

We understand that you may not be home during the day to receive your wine, so we’ve come

up with a few options for you!

First and foremost, you can have someone else receive the wines on your behalf, that’s absolutely fine by us!

Second, our couriers will be in touch with you via phone or SMS on the day of delivery to let you know that they’re on their way. If you are not going to be home then you can assign someone else to accept them on your behalf. 

You can also have your wines delivered to your office during working hours. But if you don’t want to share with your colleague we totally understand! Any address is fine for us!

Uh! Oh! This should not have happened! But if you have not received your bottles by the time stated in your confirmation email, please contact us through our contact email info@wine-family.com and we will revert at the soonest.


Returns/Refunds

Refunds can only be issued in the case of a faulty wine (corked or spoilt wine only) and the wine itself will need to be returned and inspected by Winefamily’s experts team which will mediate in these instances. Customer will cover the cost of collection of the “presumed” faulty wine (Cost at SGD 15). The delivery address for supposedly faulty wines is BGroup Asia, 5A Toh Guan Road East  02-01 Singapore 608830
Contact Person:

Janu - 8700 2105

Please also notify us at info@wine-family.com once you send the wines to our warehouse.

 

Please keep in mind that if, at the time of your purchase, you benefited from a discount or reward and your return no longer satisfies the conditions on which it was granted, the discount or reward amount will be forfeited from your refund. 

First, it is important that you inform us that the wines have been sent to our warehouse for inspection, so please drop us a note at info@wine-family.com. Our team will then process the return within 3 days, and will issue a refund if they concur that the wine is indeed qualified for a refund.

Refunds for wine which is proven to be found cheaper online in Singapore will be issued under the following terms:

 

The wine is like-for- like, i.e. exactly the same wine, including vintage, and at the same volume rate (i.e. single bottle price is different from a bulk purchase price of multiple bottles.)

The comparative wine is being sold online in Singapore only, and does not include pricing found offline or on websites in other countries. 

The comparative wine price can be purchased by single bottle. We will not refer on the pricing of a full case promotion. 

The comparative wine price does not include any possible purchasing made online via Duty Free websites. 

The comparative wine is not on a limited time special promotion.

A refund will be issued on the difference in value of wines bought in one single sale per customer, per wine. There is a capped pay out of double the difference on 1 bottle ONLY. i.e. if you buy 6 bottles of one wine and find a difference, we will refund double the difference on 1 bottle, not 6 or any amount over 1.


Ex-Cellar Wines

Yes, the prices displayed on the website are inclusive of GST and excise duties.
As Wine-family.com’s is dedicated to private individuals, we declare and settle all local taxes and duties on your behalf. All you need to do is order, pay and then sign the delivery slip on arrival of your wine, of course after having checked its integrity.

At the moment we do not offer any bonded warehousing service to our customers in Singapore. However, we can ship any of our ex-cellar wines to a certified bonded warehouse located in Singapore providing you already have an account set up with them. Please contact our team at admin@wine-family.com for a transfer to your bonded warehouse.

There are monthly shipments arranged from Bordeaux to our temperature controlled warehouse in Singapore. From the moment you place the order until the delivery, there may be a total of 45 days.

Please rest assured that we treat the transportation of wines with the utmost care. However, we do have to take account of external factors beyond our control such as but not limited to: extreme weather conditions, suspension of trading routes, or any other extenuating factors. We guarantee however, to always keep the communications channels with you open and inform of any changes to your shipment. 
Once the order is ready for delivery, our local carrier will contact you to organise a delivery appointment according to your availability.

It is free of charge for a single address delivery in Singapore! No matter how many cases you buy from us, we will not charge you separately for shipment and delivery. 

We offer our wines in the original packaging as provided by the producing estates. Wines can be furnished in Original Wooden Case or Cardboard carton. Please contact our team atinfo@wine-family.com should you wish to know what is the exact packaging of the wines you would like to order.

The best way is to place your order through our website, as this would enable you to create your personal file, secure the wine you wish to purchase and automatically arrange a secure payment by credit card.
Of course, we remain at your disposal by e-mail info@wine-family.com should you need any further information, advice or assistance.

Our team is based in Singapore and we’d be happy to have a chat with you and answer you questions. Do not hesitate to contact us by email first through info@wine-family.com and we will reach out to you very fast! 

WINEBOX SUBSCRIPTION

The WINEBOX is a monthly wine delivery service offered by the team of sommeliers at Winefamily. Based on the taste profile you will have established on our website, we will send you on a monthly basis 2 wine bottles along with tasting notes. As a WINEBOX member, you will also be entitled to special promotions and discounts on the wines offered on our website. This will help you to build your cellar at the most favourable prices.

You will receive your first bottles within a week at the most but it could even be as fast as 2 days! If you’d like to know more about your order, feel free to contact our team at info@wine-family.com.

At Winefamily, we don't focus on one country or region in particular. What we really like is good wine, no matter where it’s from. So expect to embark on a journey around the world every time you receive your Winebox.

It’s fairly simple, and every month it’s the same combo: you’ll get 2 bottles based on your profile in our virtual sommelier quiz, delivered in a box along with tasting notes, straight to your door!  

You can update your Preferences (shipping address, payment method) whenever you want, but you have to do the changes before the end of the month if you want it to be updated for next month.

 

e.g. : If you change your preferences on October 25th, they will apply for November.

If you change your preferences on November 2nd, they will apply for December.

 

If you have any special requests, please contact our Customer Service at info@wine-family.com.

Yes, you can stop your membership anytime. It’s fairly easy. if you've chosen a subscription by direct debit you can choose not to receive the next Winebox. To do this, go to 'Preferences' and click “Skip next month delivery”. Please note, you must make this change before the last day of the month if you don't want to receive the following month's selection.

We will always be sad to see you go but you can unsubscribe anytime, right from the first month if you chose the monthly Direct Debit option. All you have to do is unsubscribe to stop receiving the Winebox the next month e.g. if you unsubscribe on the 5th of July, you won't be charged on the 1st of August and you won't receive the Winebox for August.

Again, very simple! Just search for them in the search bar on our website, you will then land on the product page where you will find all the information you need on the wines you love.

You can find all of the wines you've received on our website. Having had a taste of the wines as part of your subscription, you can then buy the ones you like in our store. As a subscriber you get special discounts, too! In addition, you can buy each bottle individually.

Of course you can! You can find all of the wines you've received on our website.

To unsubscribe, go to 'Preferences', then simply click 'Unsubscribe' at the top of the page and that's it, job done.

You will be billed on your credit card during the first week of the month.

No fancy sommeliers around here, just wine lovers like you and me! At Winefamily it’s really a team effort. Our tasting committee will select and approve all the wines that are sold on our website.

It depends on you and your budget. The Standard subscription will feature more affordable wines but always without any compromise on quality while the Premium Winebox will give you access to more exclusive wines. But no matter what plan you subscribe to, we always put the same effort in the wine selection!

THIRSTY TO KNOW MORE?