HOW CAN WE HELP?
Here are some of our most frequently asked questions. If you can't find what you're looking for, please contact the Customer Service team.
Our current opening hours are as follows:
Our Customer Service is available from 9am to 6pm Monday to Friday (excluding Public Holidays).
Our website is operational 24/7 with orders being delivered Monday to Saturday (excluding Public Holidays).
We plan to introduce this shortly, we are just looking for a chatbot that understands wine.
It’s more than likely that you already have an account set up with us using the email address you supplied when you first ordered.
You can try logging in by visiting www.victoriawines.com.hk/account. If you’ve forgotten your password, then click “Forgotten your password” and we’ll guide you through the process of setting up a new one.
If you still cannot access your account or you need help setting one up, please get in touch with our Customer Service team.
Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.
If you’ve forgotten your password, then you click “Forgotten your password” and we’ll guide you through the process of setting a new one. If you still cannot access your account, please get in touch with our Customer Service team.
Orders can be placed online via this website. This is the simplest method and after you sign-up you will also be enrolled into our Victoria Rewards loyalty programme offering further discounts across the website.
For special orders and requests, please drop us an email and we can create an invoice to send you with an online payment link or for payment via bank transfer, FPS or PayMe.
We accept payment via our website by VISA, Amex, MasterCard, Alipay and WeChat
Special orders can be settled by PayMe, Alipay, WeChat, Bank Transfer & FPS.
Orders will only be sent once payment has been received.
No there is no minimum order. However if you want free delivery the minimum order limit is HK$1,000.
We already price our wines competitively as well as having regular sales and 'Buy More, Save More' on most products.
If you do find yourself buying regularly you will automatically be added as one of our loyalty members where you will be entitled to automatic extra discounts and offers.
Yes, you can purchase products as a gift for someone else and have it delivered to their address.
Simply use their address in the delivery section and leave us a note at checkout.
Alternatively, Gift Cards are also available to buy for others.
Yes, gift vouchers are available to purchase through our website.
They can be sent to other people as gifts too.
RETURNS & REFUNDS
The Customer is requested to examine the goods immediately upon delivery for any deficiencies and /or damages. Claims (if any) must be lodged to our customer service hotline +852 9214 7926 at the time of delivery, otherwise we shall have the discretion to refuse your claim after delivery. For any breakage, the wine will be refunded within 4 weeks, or will be replaced with your next order.
Refund will be credited into Customer's credit card account within 4 weeks upon confirmation.
No returns shall be made on glassware or accessories after the receiver has acknowledged receipt of the goods.
For faulty and corked wines, please contact our Customer Services at +852 9214 7926 and give full details of the problem. The value of the wine will then be refunded to you within 4 weeks or we can replace the bottle with your next delivery.
We provide free delivery to anywhere in Hong Kong for orders over $1,000 otherwise a delivery charge of $80 will apply when you require delivery service. (Excluding Discovery Bay and other outlying islands) For deliveries to Discovery Bay, an extra delivery fee of $115 will apply for 12 bottles of 750ml.
For deliveries to outlying islands, door-to-door service is not available and customers are required to pick up at the pier on the delivery date.
HK Island – Monday, Tuesday, Thursday, Friday & Saturday (except Southside)
Southside – Monday & Friday
Kowloon West – Monday, Wednesday, Friday & Saturday
Kowloon East - Tuesday, Wednesday, Thursday & Saturday
New Territories – Wednesday & Saturday
Tung Chung & Airport – Wednesday
Discovery Bay – Thursday
Mui Wo and Outlying Islands (Drop off at pier only) – Thursday
Please allow 3 working days for delivery, although we will do our upmost to get your wines to you as quickly as possible.
We will not be able to deliver unless you provide a valid phone number so that we can arrange delivery details with you.