General Questions

Why should I shop online?

Shopping online is great value for money. We have great low prices, exclusive deals, and offer the convenience of home delivery. Some of the great reasons to shop with us are:

  • Free delivery on all orders for 12 bottles or more(exclude island area)
  • Exclusive online wine bundles
  • A great range of fine wines
  • Money Back Guarantee
How do I contact you?

You can use the Contact Us form or e-mail us directly to info@winelab.co.nz. We answer emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email.

How secure is shopping in the Online Shop? Is my data protected?

Our site employs a variety of best-practice security measures including, but not exclusive to

  • SSL-encrypted transactions
  • HTTPS-based checkouts
  • VeriSign Authentication

Visit our Privacy Policy for full details on our security measures.

Do I need to register to purchase from this site?

Yes, to purchase you do need to be a registered customer and logged in.

Do you price match?

Yes, we are more than happy to match the prices offered on our website to those of other online retailers in most instances. To ensure that our price matching is done fairly for everyone please refer our price match page.

Orders & Payments

Which payment methods are accepted in the Online Shop?

We accept payment by most major credit cards through secured Payment Express Gateway.

We also accept payment directly to our bank account, how ever your order will be sent out once payment clear on our bank statement.

We do not accept Cheques, Money Orders, Gift Cards or Flybuys points as payment methods.

I’m interested in purchasing a wine that you do not carry. Can you order it for me?

Depending on availability, we may be able to special-order a particular wine for you by the case only.

Shipping

Do you offer free shipping?

We offer free shipping on orders over 1case (12bottles) in Auckland Region and orders over 2cases (24bottles) elsewhere in New Zealand(exclude islands areas).

Do you ship out of New Zealand?

Yes, We have the ability to deliver wine to most parts of the world via our international courier service, the delivery times and costs (item plus customs clearance) may vary from country to country. The service is door-to-door and all import taxes/duties are paid by us. In rare case, you will be contacted to pay any relevant duty for that country.

Please contact us for more accurate quote for your destination country.

How long is the order processing period?

Order processing times are between 1~2 business days after the day you placed your order. Most packages are prepared within 24 hours. After we process order it will delivered in 1~5 working days to most areas.

Can I track my order?

Yes, when you place an order, we will send you an email when it’s dispatched with a tracking link. This allows you to track your package as it travels to the delivery address. Remember, someone 21 years or older will need to sign for the package upon delivery.

General Shipping Information

View information regarding our various delivery information here.

Can I visit and collect my order?

No, sorry. We are an online only store and our liquor license is not permitted to collect from our premises. Please get in touch if you are in the Auckland and need an urgent delivery, we may be able to help by same day delivery or urgent courier.

Returns & Cancellations

Can I return my online order?

Here’s the quick version: Unopened items may be returned for a full refund. Defective items may be exchanged for items of equal or greater value. This is all subject to restrictions, of course: You can read our full policy here.

We’re confident that our products represent excellent value for money, and we’re proud to guarantee every product you buy. If you’re not satisfied with a purchase you’ve made online, just email us info@winelab.co.nz within two weeks of receiving it. View our Return Policy for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of WINE LAB Customer Service within a week of accepting the delivery. Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.

Can I cancel my order?

If the item(s) on your order are not in Preparing to Ship or Shipped status, you may be able to cancel an item or the entire order online. To cancel an order or item, please contact us immediately.

How will my order be packaged and if it is broken in transit what will happen?

Our method of packing is very secure. In the unlikely event that your item is damaged, we will arrange to have replacement sent out to you as soon as possible. You will not incur any charge unless parcel has been signed for and delivered to the given shipping address.

Product Information

Vintage Substitution - What is vintage substitution? Why was a different vintage shipped than what I ordered?

Many of our wines are labeled with a specific vintage (year of production). Occasionally, a vintage may sell out and no longer be available. In those rare cases, our staff may select a similar available vintage to complete your order.

Why is the label on the wine I received different than the image on your website?

Wineries occasionally change labels in new vintage years.