Providing our customers’ easy online wine buying experience is our top priority.
Below are some of the most common queries we had received. If you have other queries, we are more than happy to hear from you. You can contact us through email: enquiries[at]pontiwinecellars[dot]com or call us at (852) 2739 7678 / or whatsapp us at (852) 6626 0612 on weekdays 9am ~ 6pm.
How do I buy online?
Click on ‘Visit Our Cellar’ and by adding a product to your cart and checking out would allow you to purchase your wines online within our website. To pay by credit card, please select What is Paypal? and check out as a Guest. (User Guide)
Where is my cart and how do I add an item?
Your cart resides in the navigation bar with a “cart” icon. Clicking on it opens a dropdown menu for you to look at your top 4 items within your cart. Adding an item into your cart is as simple as clicking on “Add to Cart” within the cellar.
How do I remove my item in the cart?
Removing an item in your cart can be done by clicking on the cart within the navigation bar and clicking on the “X” icon beside the product.
I am looking for a certain wine but it is not listed on the website. How can I get them?
You may email to enquiries[at]pontiwinecellars[dot]com[dot]hk or call us at (852) 2739 7678 / or whatsapp us at (852) 6626 0612.
How do I trace my online order?
By logging into your account and viewing your recent orders within your dashboard would show the order status as well as the more detailed information if “view details” is clicked
How do I cancel an order?
You can only cancel your order before you make payment. After purchasing and making payment, please contact us at [email protected] for further assistance in cancelling of orders.
What type of payment can I use?
- Cheque & Bank transfer to our HSBC current account: 181-571795-001
Upon bank confirmation, delivery will effect within 2 working days
- FPS(Fast Payment System):
Email: [email protected]
Upon confirmation, delivery will effect within 2 working days
- Credit/ Debit card (MasterCard, Visa, AMEX,) through PayPal or a PayPal Account.
Which countries do you deliver to?
We only deliver within Hong Kong at the moment.
What are the delivery charges?
- Free delivery for orders over HK$1,800/- to one location
- HK$150 – orders below HK$1,800 to one location
- HK$150 – each additional delivery location
How long will it take for my wine to be delivered?
The soonest delivery shall be available 2 days from the day of transaction (before 4pm). You may choose your preferred delivery date and time during checkout.
Who can receive my order?
The delivery must be received by person aged 18 or above. We reserve the right to request for valid verification.
What if my item arrives damaged, incorrect or missing?
We strive to make sure this never happens but in the event that it does, kindly indicate on the delivery note and we will rectify the issue.
What is your return policy?
A replacement or refund may be accorded in case of undrinkable wine, wrong delivery and breakage of wines in the process of delivering to you. Please refer to our T&C for more details.
What do I do if I forget my password or user login?
If you were to forget your password, there is a “forgot password” link within the login page for you to request for a password reset. Your user login would be your email and if you were to forget your user login, please call us or mail us at enquiries[at]pontiwinecellars[dot]com[dot]hk to verify that you are the rightful owner of the account.
How do I edit my personal or shipping information?
Within your dashboard, you are able to edit your personal / shipping information by clicking on “Account Information” or “Address book” respectively
How secure is the information I provide to Ponti Wine Cellars Ltd?
Everything on Ponti Wine Cellars Ltd will only be used internally as no information would be shared with anyone else. Encryption over the internet is of a global standard and payment transactions are only made through secure socket layers to ensure protection from any intruders