Have a Question?
We’ll try our best to answer them below. If you have any questions about ordering, shipping, or any of our policies please feel free to call us at 0716702787 or email us at firstname.lastname@example.org.
Q: Where do you ship?
A: We ship in Juja and along Thika Road.
Q: Can I waive an adult signature for my package?
A: An adult signature is REQUIRED due to very strict state laws and regulations. UPS will require an adult at least 18 years old to be present to sign for all orders. UPS will not deliver to an address if there is no adult available to sign for the package at the designated shipping address. UPS will attempt to deliver 3 times, after the third attempt the order will be returned to our facility. Orders that do not contain alcohol such as wine glasses, beer glasses, wine accessories, chocolate gift baskets, etc., do not require an adult signature upon delivery.
Q: How much does shipping cost?
A: You can see a UPS shipping price guide at our shipping page. The prices listed in the price guide are an estimate and may be slightly lower or higher depending on your order. You can also add items to your shopping cart and estimate shipping. You can view your cart HERE.
Q: Who do you use as your shipper?
A: We currently use UPS as our licensed shipper.
Q: Do you ship to P.O. Boxes or business addresses?
A: We cannot ship to a P.O. Box or APO/FPO addresses. We do ship to business addresses as long as there is an adult to sign for the order at the time of delivery, in fact we recommend shipping to a business address if available.
Q: What is your handling time and how long does it take for my order to be delivered?
A: For items in stock we offer same-day shipping for orders. Once the order is processed and shipped it usually takes between 30 minutes to 1 hour for your order to arrive. This depends upon your location.
Q: Can I re-route my package once it has been shipped?
A: We can re-route your package if it is within the same state you indicated in your shipping details. Please call us at 0716702787 or email us at email@example.com to re-route your package.
Q: Can you hold my order for shipping at a later date?
A: Yes, if you would like us to hold your order until a later date due to weather conditions, travel, etc., please let us know in the order comments box upon checkout.
Q: My order was damaged in transit, what do I do?
A: If your order was broken or damaged in transit please call us at 0716702787 or email us at firstname.lastname@example.org. So we can replace your order.
Q: Do you ship wine in extreme cold or heat conditions?
A: We do not recommend shipping wine during extreme weather conditions, however we do recommend choosing UPS Express when shipping wine in extreme cold or hot weather conditions. If you would like us to hold your order until a later date please let us know in the order comments box upon checkout.
Q: I received my package and my order was incorrect, what do I do?
A: If we shipped the incorrect product please call us at 0716702787 or email us at email@example.com. So we can have the correct item sent out to you asap and pick up the incorrect items. We will order a pick up from UPS who will then come to your address and pick up your package at no charge to you. We will not charge you shipping to replace incorrect orders.
Q: What if I do not like the product I ordered?
A: If you are unhappy with your order you may return it to us for a full refund on any unopened items within 30 days. Customer will pay for shipping for products to be returned to our facility.
Q: How do I check my order status?
A: If you have an account with us you can view the status of your order by logging into your account HERE. You must have created an account with us to view your order status.
Q: How do I track my shipment?
A: You can track your shipment at our shipping tracking page found HERE.
Q: Do I have to create an account to order?
A: You do not have to create an account to order from us. However, creating an account allows you to check the status of your order, check out faster, save multiple shipping addresses, and re-order past orders.
Q: Can I include a gift note?
A: Yes, you can leave a gift note in the order comments box at the last step of the checkout process. We will not include pricing information with your order if you provide us with a gift note to insert with the order.
Q: What forms of payment do you accept?
A: We accept payments via credit card and Mpesa. We accept credit card transactions from Visa, Mastercard and Ezzypay.
Q: Are there restrictions on how much I can order?
A: You can order anywhere from a single bottle to three cases at a time. If you need to order more than three cases (12 bottles per case) you will have to break your order up into multiple orders to do so.
Q: My credit card was declined, what is the issue?
A: If your credit card was declined upon checkout it may be a number of issues. Please confirm your billing address is correct and that your entered the credit card number and date. If your credit card still declines it may be due to the cards limit being reached or a potential fraud detection by your bank. If that is the case please contact your credit card company.
Q: Can I pick up my order?
A: We are located in Juja, Kenya. If you are local to us in Kiambu, you are more than welcomed to pick up your order. Please leave us a note in the order instructions box upon checkout to let us know to hold your order for pickup.
If you have any other questions please feel free to call us at 0716702787 or email us at firstname.lastname@example.org.