Delivery Areas & Charges
We deliver across Hong Kong with the following shipping rates:
| Area | Free Delivery Threshold | Standard Delivery Fee |
|---|---|---|
| Hong Kong Island & Kowloon | Orders over HK$1,500 | HK$150 |
| New Territories | Orders over HK$2,500 | HK$200 |
All prices are in Hong Kong Dollars (HKD)
Delivery Schedule
Standard Areas (Hong Kong Island & Kowloon – Most Areas)
- Monday to Saturday: Daily deliveries
- Delivery time: 10:00 AM – 6:00 PM
Outer Areas (Limited Delivery Days)
- Repulse Bay, Tai Tam, Deep Water Bay: Monday & Thursday only
- Discovery Bay, Sai Kung: Wednesday & Saturday only
No Delivery Days
- Sundays
- Public Holidays
Delivery Timeframe
- In-Stock Items: Delivered within 48 hours of order confirmation
- Pre-Order Items: Delivery time will be communicated at time of purchase
- Order Cut-off: Orders placed before 2:00 PM will be processed the same day
What to Expect
Temperature-Controlled Handling: All wines are stored and transported in optimal conditions
Secure Packaging: Professional wine packaging to prevent damage during transit
Delivery Confirmation: You’ll receive notification when your order is out for delivery
Age Verification: As per Hong Kong law, delivery person may verify recipient is 18+ years old
Signature Required: Someone must be present to receive and sign for the delivery
Delivery Notes
- If no one is available to receive the order, our delivery partner will contact you to arrange redelivery or leave in a safe place if pre-agreed
- Redelivery may incur additional charges
- Please ensure your contact number is correct and reachable
- For building/estate access codes, please include them in delivery instructions during checkout
RETURNS & REFUND POLICY
Inspection Upon Delivery – IMPORTANT
You must examine your order immediately upon delivery.
All deliveries must be inspected for:
- Correct items and quantities
- Bottle condition and seals
- Glassware or accessory damage
- Temperature damage or leakage
How to Report Issues
If you discover any deficiencies or damages, you must report them at the time of delivery through:
Email: hello@chaliceandcru.com
WebChat: Available on our website
Claims made after delivery may be refused at our discretion.
Return Eligibility
Returns and refunds are only available for:
Defective products (manufacturing faults, cork taint, spoilage)
Damaged items (broken bottles, damaged packaging reported at delivery)
Incorrect items (wrong wine or quantity delivered)
We cannot accept returns for:
- Change of mind
- Products that have been opened or consumed
- Items damaged after delivery acceptance
- Glassware or accessories after receipt acknowledgment
Refund Conditions
Refunds are subject to the following conditions:
| Requirement | Details |
|---|---|
| Original Receipt | Valid original receipt must be provided |
| Wine Price Limit | Refund guarantee applies to wines HK$500 or less per bottle |
| Wine Age Limit | Wines must be less than 10 years old |
| Return Window | Returns must be made within 28 days of delivery date |
| Product Condition | Unopened, undamaged, in original condition |
For wines over HK$750 per bottle or older vintages, returns will be assessed on a case-by-case basis.
Exchange Policy
If you receive a defective product, we will offer:
- Replacement with the same product (subject to availability)
- Refund to your original payment method
- Store Credit for future purchases
Glassware & Accessories
Special Conditions Apply:
- Must be inspected and any damage reported at the time of delivery
- No returns accepted after you have acknowledged receipt
- Damaged items must be photographed and reported immediately
Refund Processing
Once your return is approved:
- Confirmation: We’ll confirm your refund via email within 2 business days
- Processing Time: Refund will be credited to your original payment method within 4 weeks
- Notification: You’ll receive confirmation when the refund has been processed
Credit card refunds may take 5-10 additional business days to appear on your statement, depending on your bank.
HOW TO INITIATE A RETURN
Step 1: Contact our customer service team within 28 days of delivery
Step 2: Provide your order number and original receipt
Step 3: Describe the issue and provide photos if applicable
Step 4: Await return authorization and instructions
Step 5: Return product in original condition with all packaging
FREQUENTLY ASKED QUESTIONS
Can I change my delivery address after placing an order?
Yes, if your order hasn’t been dispatched yet. Contact us immediately at hello@chaliceandcru.com or use the webchat
What if I’m not home when the delivery arrives?
Our delivery partner will contact you to arrange a suitable redelivery time. Redelivery charges may apply.
Do you deliver to commercial addresses?
Yes, we deliver to both residential and commercial addresses during business hours. We cannot deliver to commercial address on Saturday unless someone can be on-site to receive the delivery.
How do I know if my wine is defective?
Common signs include: cork taint (musty smell), oxidation (brownish color, vinegar smell), refermentation, or visible sediment in young wines. Contact us immediately if you suspect an issue.
Can I return a wine I simply don’t like?
Unfortunately, no. Returns are only accepted for defective, damaged, or incorrect items. We recommend reading our detailed tasting notes before purchasing.
What happens if a bottle breaks during delivery?
If you notice damage upon delivery, refuse acceptance and contact us immediately. We’ll arrange a replacement at no charge.
Do you ship outside Hong Kong?
Currently, we only deliver within Hong Kong. International shipping is not available at this time.
Can someone else receive my order?
Yes, but they must be 18+ years old and able to provide ID verification upon delivery.
CONTACT US
Have questions about delivery or returns?
Email: hello@chaliceandcru.com
WebChat: Available on our website
Hours: Monday – Saturday, 10:00 AM – 6:00 PM (Closed Sundays & Public Holidays)
STAY INFORMED
- Track your order status through your account dashboard
- Receive SMS notifications for delivery updates
- Subscribe to our newsletter for exclusive offers and new arrivals
Last Updated: October 2025
Chalice & Cru reserves the right to update this policy at any time. Customers will be notified of significant changes via email.
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