Frequently Asked Questions
What can we expect during COVID-19?
Our digital team are online working from home to ensure we can still provide our online store service. We partner with external distributors, Wineworks Marlborough, who are an essential business adhering to the government's safety standards. They work with CourierPost to get your orders delivered. All couriers are maintaining contactless delivery, so during this time we cannot ask for you to sign for your package.
We ask that:
You please provide your mobile phone number during the checkout process so that you can receive alerts when your order is due to arrive
If you look under 25 and couriers would therefore need to see proof of age to deliver, that you reconsider ordering online during this time
You please show kindness and patience - due to high demand on the courier services, support and delivery time frames may be a little longer than usual.
We expect your order to be received within 10 working days of placing your order. Please contact us if you have not received your order by this time.
Where do you ship to?
At this stage our online store can only deliver within New Zealand. Orders are restricted to recipients aged 18 or over.
When will my order be shipped?
Sometimes with special or new-release items we will run a pre-order sale. During these sales we’ll specify an expected delivery time on the relevant pop-up store page, as we ship all stock once orders have closed.
Once you’ve placed your order you’ll automatically receive an invoice so you know your payment has been successful. As a general rule we process orders through our distributor every two working days; from there it can take two to five working days to receive your shipment. Orders are typically posted with CourierPost or PBT; if you have not received a non-preorder wine within seven working days please let us know so we can request tracking details from them.
Please note with all orders, couriers will require someone of legal age to receive the wine (due to alcohol laws). The courier will leave a calling card in the situation that no one is home. Feel free to contact us if you have any questions.
How do I place an order?
To place an order, simply scroll through our offers and select “Add to cart” when you would like to purchase. Once your cart has items in it, confirm the quantities to make sure you're happy with your selection. It's easy to update quantities and or add and remove wine from your cart.
Once you're 100% happy with what you'd like to order, simply follow the steps to provide us with your delivery and payment details. You'll automatically receive a receipt for your order which you can double check and save for future reference. The last step is sitting back and waiting for your wine to arrive!
What payment types do you accept?
All major credit and debit cards are accepted, simply follow the steps prompted to complete your purchase. All orders will be confirmed via email. We take security and privacy very seriously, so all online payment methods are safe and secure.
Does someone aged 18 or over need to place the order and accept the delivery?
In order to receive your delivery, you must ensure that a person over the age of 18 years, and not under the influence of alcohol, is available at the Delivery Point to accept your delivery. Giesen Group reserves its rights to require its couriers to request the person accepting the delivery of suitable evidence of their age for verification purposes.
If suitable evidence of age is withheld or no person is present to accept delivery, Giesen Group's courier may refuse the release and delivery of an order. Such an event would be considered a failed delivery and would be subject to the normal procedure of failed deliveries for the courier company.
Can I buy a single bottle?
Sadly, no! The extra handling costs of our teams picking and packing single bottles means it would unfortunately be far too expensive for most people to grab just one bottle. Most of our products are sold in cases of six bottles. Sometimes we do very special release two-packs, but overall your best bet for buying small quantities is at your local supermarket or liquor store.
Our 100% Satisfaction Guarantee
We are 100% confident that you will be completely satisfied with these wines. If you open a bottle and don't agree with us that this is truly sensational wine, simply put the bottle back in the case, tape it up to send back to us and we'll give you a refund. We will also cover the courier cost!
Returns & Refunds
Simply contact us should you wish to return the goods. We'll be happy to help you!
In the event that the product is broken during delivery, we will replace that product. Just take a photo of the goods you've received and contact us to get started. Please note that if our couriers notice a possible breakage during delivery, this can delay your delivery while they investigate. Please contact us for a tracking number if it has been more than seven working days since you placed your order.