Frequently Asked Questions

Below are answers to the most common questions from customers.
Please call (852) 3071 5086 if you need any further assistance.

HOW TO ORDER

Q. What are your opening hours?
A. You can browse and order from this website 24-hours a day, every day of the year. Laithwaites Wine’s customer service team can be reached between 9am - 5pm HK time during the week and between 9am and 3pm on Saturdays.
Q. How to order online?
A. When you see a wine or case that you like the look of, click 'Add to Basket'; you can then continue to look for other wines to add to your basket in the same way. At the top of the screen you'll notice you can click on ‘view basket’ at any point to review what you have added - if you change your mind you can remove an item by clicking on 'remove'. When you are happy that you have made your selections you simply need to click on 'Checkout' where you will need to enter your payment and delivery details, or login.
Q. What if I make an error in my order?
A. Don’t worry if you make a mistake. For all completed orders we will send an e-mail confirmation. If you would like to make a change to your order simply respond to your confirmation e-mail or contact our customer service team on (852) 3071 5086 quoting your order reference number.

Q. Where do you deliver to?
A. Your wine can be delivered to all home or office addresses in Hong Kong, Kowloon and New Territories. Delivery is not available to outlying islands including Lamma Island, Cheung Chau and Lantua Island (except Tung Cheung, Chep Lap Kok and Discovery Bay) or restricted areas. The delivery service to Ma Wan is limited to 10am to 4pm weekdays due to restricted access after 4pm

For Discovery Bay orders please contact our customer service team who will process your order and then contact the ferry service to arrange the next available delivery date. Orders cannot be taken for international delivery.
Q. How much does delivery cost?
A. Delivery is free of charge
Q. How long does it take?
A. 95% of orders are despatched within 24 hours of submission and normally delivered within a week.
Q. When will my wine be delivered?
A. Delivery is available from 9am to 6pm, Monday to Saturday, excluding public holidays.
Q. What if I’m not at home my wine is delivered?
A. We will attempt to deliver your wines on the date you specify. Our delivery courier will contact you on the day of delivery (usually 1 hour before arrival) to ensure someone is available to receive the wines. If we are unable to deliver for any reason we will contact you by telephone the following business day to arrange an alternative delivery date

Q. Which cards do you accept?
A. Laithwaites Wine accepts Visa, Mastercard and American Express.

Privacy: Direct Wines Ltd including Laithwaites Wine complies with all Hong Kong privacy laws. Information you provide (address, email, phone number) is used for billing, delivery and to inform you of future offers. We may share your information with carefully screened companies. If you don’t wish to receive information from these companies, call (852) 3071 5086. Records held by us are available for inspection by contacting us and verifying your identity. Direct Wines Ltd companies, staff and third parties with permitted access to your information are required to observe our confidentiality obligations. To avoid future offers, call (852) 3071 5086 or email info@laithwaiteswine.hk. For full a privacy policy visit laithwaiteswine.hk.

Every wine is covered by the Laithwaites Wine guarantee of enjoyment and Laithwaites Wine will refund or replace wines that do not meet your expectations. If you don’t enjoy any of the wines or you suspect that they may be affected by a quality issue please Contact Us. A friendly wine adviser will be more than happy to resolve the matter to your full satisfaction.

Should you need to return any wine to us you should Contact Us to arrange a collection. We will then contact you to arrange collection and will usually collect within four days. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please Contact Us.