Wine Collective - FAQs and Customer Support

 

GENERAL INFO

 

What is Wine Collective Direct?

Simply put, Wine Collective Direct is your place to find & purchase limited production premium NZ wines – directly from the producer.

When you shop on WCD it's like shopping right from the Producers own cellar - each Producer manages their own e-Cellar Door, and showcases premium wines for you to explore and enjoy.

Are the wines really 'direct' from the producer?

Yes! There is no warehouse or other third party storing the wines available on WCD.
When your order is placed, we work directly with each Producer to notify them of a wine sale and the Producer sends your ordered wines to us.

We manage the international export of your order, getting your wines safely to your door – all of the compliance and export complexities are handled by our sister company, nzwinehome.  You simply order wines, and we’ll take care of the rest!
 

How can I find out more information about a specific wine?

The best source for information on any specific wine would be the Producer.

Within each Producers e-cellar door, you have the ability to contact them directly via email for questions related to their wines or brands. 

Why are there different minimum quantities on bottles of wine?

Each producer determines the minimum quantity of bottles to sell per wine, per order.
Since WCD works directly with Producers for each order that is placed, minimum quantities per wine may be applied to help balance the cost of the winery sending the wine from their cellar to our hub for export – for many artisan producers, it may not be feasible to send a single bottle per order.

I'm looking for a specific NZ wine, but I don't see it listed anywhere - can you help?

If you are on the hunt for a NZ Producer, or a particular bottle of wine, please let us know! We would love to help you find what you're looking for.
 

Can I build a mixed case from multiple wineries?

Yes! You are able to choose different wines from a variety of Producers, or you can fill a case from one single Producer, it's up to you.


 

PRICING

 

What is all-inclusive bottle pricing?

All-inclusive bottle pricing:
This is the price that the Producer has specified for a wine, wrapped together with all export costs: freight, tax/duty and insurance.

What you see is what you pay, based on any qty of 12 bottles, and there are no additional costs once you get to check-out. 

We will deliver your wine safely to your door - no worries and nothing else for you to do!

How do you determine currency and exchange rates?

Your selected currency is an estimate based on current daily exchange rates

Why is the amount on my Credit Card statement different to what I saw at checkout?

Pricing on our website is quoted in the currency of your choice, based on daily exchange rates. Actual charges to cards are processed in NZD.

What are the Producer Case Discounts?

If you see a "Producer Case Discount" icon, then you're on the way to savings!

Producers have the ability to offer a discount for case purchases from within their store, either 12-23 bottles or 24+ bottles. 

Discounts will apply in the cart.
 

 


ORDERS, SHIPPING & DELIVERY

 

What is the cost of freight to my home country?

Freight costs are built into the bottle price on Wine Collective. 

All-inclusive bottle pricing:
This is the price that the Producer has specified for a wine, wrapped together with all export costs: freight, tax/duty and insurance.

What you see is what you pay, based on any qty of 12 bottles, and there are no additional costs once you get to check-out. 

We will deliver your wine safely to your door - no worries and nothing else for you to do!

Can I check the status of my delivery?

Once you have placed an order, you will receive an email with a link to check delivery status.
You can also click here to check your delivery status. You will need to enter in your e-mail address and Order Number.

How long does delivery take?

Craft wine coming straight from the producer or winery can take a little longer for delivery than higher-volume wine sent from a warehouse.

Provided Producers dispatch to NZWH in a timely manner, delivery to central city areas is expected within 1-2 weeks of purchase. Allow approx. 1 week longer for outlying and rural areas.

You will receive an email with a link to check the delivery status to your door. 

Please note that delivery times over holiday periods may be longer than normal.

What countries do you deliver to?

Currently, we are delivering to Australia and Hong Kong.

We will be opening up new global markets for delivery as soon as possible.

My order hasn’t arrived – what do I do?

Our team is here to help with any delivery issues, lost packages, or if you cannot locate your Delivery Status information – please email us at: hello@winecollective.co.nz, or call NZ: 0800 946 649
 

Do I need to be home to accept my delivery?

Yes. Wine deliveries require an adult signature, and are typically attempted during the day, so we recommend sending your order to a business address when possible.
Please contact us with any delivery issues or questions.
 

Can I send my order to a PO Box?

You can send to a PO Box in Australia, granted there is an adult over 18 present to collect the package.

In other countries wine deliveries require a physical address, either a home or business, typically with an adult available to sign.

Can I cancel or make changes to my order?

Unfortunately, once an order has been submitted and processed we are unable to cancel or make changes to the wines in the order.

What if my bottles arrive damaged?

Please contact us directly if you have received a delivery with broken bottles. We will work with you to remedy damages, typically by way of a refund. 

My order was delivered, but is not correct - what now?

Although it is rare, mistakes can happen. Please contact us within 7 working days if you have received an incorrect order. Please include your order number in your email, or give us a call at 0800 946 649.

Can I change the delivery address on my order?

Contact us as soon as you realise there is an incorrect address. Depending on where the wine is in the export process, we may or may not be able to make any changes. 

Please be aware that WCD/NZWH cannot be held responsible for deliveries to incorrect or incomplete addresses provided by you. For more information on our delivery policy, please visit our Terms and Conditions page.


 
Can't find the answer to your question?

Our support team is here to help!  Contact us at:  hello@winecollective.co.nz
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