Frequently Asked Questions
Where is the store based?
We are based in South Africa.
Where do you ship from?
We ship our wines directly from our farm in Stellenbosch, Cape Town, South Africa. All wines ordered in South Africa will be shipped free of charge.
Do you accept orders placed outside of South Africa?
For any orders from outside South Africa, please contact us with your requirements. We will provide you with a quotation for the wines and shipping.
What is the store’s return and exchange policy?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us no later than a week! Please ensure you are ordering the correct item. Make sure to read the descriptions in products thoroughly. Orders that arrive and are not collected are deemed delivered and will not be refunded.
How long will it take to receive my order?
Wines ordered in South Africa have a processing time of 1-2 business days before shipment. Deliveries can take up to 2 to 5 working days.
Wines ordered from outside South Africa have a delivery time of 2 to 6 weeks.
My order has not arrived yet. Why?
You will receive a tracking number with your order, which will enable you to monitor the delivery progress of your order. Our courier partners have excellent delivery records. However, life happens, and any rare shipping issues will be resolved immediately. You just need to contact us.
Wine orders not received will be reshipped or refunded. Terms and conditions apply.
Why about possible Customs Fees?
We are not responsible for any custom fees once the items have shipped. All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient.
There is a chance that you will not be charged VAT or duties, however if you do get charged, we cannot be responsible for these fees in any way, as we do not receive any of this money. The funds go exclusively to your own government.
The last thing we would want is for our customers to be charged extra, as this would be detrimental to our sales. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your Customs Office for more information. Shipping fees and taxes will not be refunded for packages that are refused due to VAT/duties.
Will I receive the order before…?
If you plan to give our wine as a holiday gift, we recommend buying the items at least two weeks prior to the occasion. However we can not 100% guarantee delivery on specific dates, therefore there is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
Can I cancel/change my address/order?
Please contact us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.