Delivery & Returns
All our wines are stored in temperature and humidity controlled professional warehouse. On confirmation of orders and payment we will instruct our warehouse service provider to pick up the wines and hand over to the local courier Yamato TA-Q-BIN service for delivering to your stated address.
Delivery is free of charge for any purchase over HKD1000 to Hong Kong Island, Kowloon, New Territories (except outlying Island). For orders below HKD1000, a delivery charge of HKD100 shall apply.
Please indicate your preferred delivery time slots when placing your order. Delivery is from Monday to Saturday, excluding public holidays.
Morning (9am - 1pm);
Please refer to website of Yamato TA-Q-BIN for Service Area and Timetable (http://hk.ta-q-bin.com/en/district).
If nobody is at the address when Yamato makes the delivery, an attempted delivery note is left in the mailbox and Yamato leaves with the package. The recipient can call the delivery driver directly to rearrange a delivery that is free of charge (phone number will be stated on the attempted delivery note). Otherwise, the recipient can call the Yamato customer service center at [+852 2829 2222] for new instructions regarding the time and place of delivery. If delivery is not possible, the package will be returned to us. Please note that it is not possible to make a delivery to a P.O. box.
Story Wine cannot guarantee your delivery on the preferred delivery date and time, and this does not form part of Story Wine’s obligation. If you gave instructions for us to leave your package of wine outside your apartment and the wine is lost or damaged, we will not be held liable or reimburse you.
We want all our customers to receive high quality products. Please examine and check all products promptly upon receipt. If your delivery does not match your order (wrong or missing product) or there is something wrong with the product you have received, please contact us at +852 8191 3919 or firstname.lastname@example.org within 36 hours of delivery so we can follow up.
Return for refund or exchange is possible only for the unopened bottles in their original undamaged packaging. We will not refund the original freight nor relevant PayPal service charges. You will also have to pay for the return freight charges unless in case of wrong delivery. Please ensure you pack the return parcel safely to prevent any damage to the products or boxes.
All products must be returned in their original packaging with all enclosed documentation. Neither the packaging nor the product can be torn or in any other way damaged. Otherwise, it will not be possible to obtain a refund.
We are making every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order. In the unlikely event that the price shown on the checkout page is incorrect, and we discover this upon processing your order, we are not required to sell the goods to you at the price shown. If we discover an error in the price of the goods that you have ordered, we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.
How to return a product
When contacting us for a return, refund or exchange, please include as many details as possible including your name, order number, contact telephone number, and a detailed description of the reason. Return or refund request must be made within 36 hours of delivery or we will have the right to refuse the request.
We will arrange the pick-up of goods requested for return or exchange. Once we have received the returned products, we will inspect them and contact you within 48 hours if refund or exchange request is accepted. We will generally arrange the refund or exchange within 3 business days.