FAQ

Providing our customers’ easy online wine buying experience is our top priority.


Below are some of the most common queries we had received. If you have other queries, we are more than happy to hear from you. You can contact us through email: enquiries@pontiwinecellars.com or call us at (852) 2739 7678 from Monday to Friday(9am - 6pm).



FAQS



Q. How do I buy online?

A. Click on ‘Products’ and by adding a product to your cart and checking out would allow you to purchase your wines online within our website. 



Q. Where is my cart and how do I add an item?

A. Your cart resides in the navigation bar with a “cart” icon. Clicking on it opens a dropdown menu for you to look at your top 4 items within your cart. Adding an item into your cart is as simple as clicking on “Add to Cart” within the cellar.



Q. How do I remove my item in the cart?

A. Removing an item in your cart can be done by clicking on the cart within the navigation bar and clicking on the “X” icon beside the product.



Q. I am looking for a certain wine but it is not listed on the website. How can I get them?

A. You may email to enquiries@pontiwinecellars.com or call us at (852) 2739 7678 from Monday to Friday (9am ~ 6pm).



Q. How do I trace my online order?

A. By logging into your account and viewing your recent orders within your Account Overview would show the order status as well as the more detailed information if “view details” is clicked.


Q. How do I cancel an order?

A. You can only cancel your order before you make payment.



Q. What type of payment can I use?

A. Credit/Debit card (MasterCard, Visa, AMEX, Union Pay) through PayPal or a PayPal Account.



Q. Which countries do you deliver to?

A. We only deliver within Hong Kong at the moment.



Q. What are the delivery charges?

A. Free delivery for orders over $1,800 to one location
$150 will be charged for orders below $1,800 for delivery to one single location.



Q. How long will it take for my wine to be delivered?

A. The soonest delivery shall be available 3 working days from the day of transaction.
You may choose your preferred delivery date and time during checkout.



Q. Who can receive my order?

A. The delivery must be received by person aged 18 or above. We reserve the right to request for valid identification.



Q. What if my item arrives damaged, incorrect or missing?

A. We strive to make sure this never happens but in the event that it does, kindly contact us immediately for further assistance. Please refer to our Terms and Conditions for more details.



Q. What is your return policy?

A. Please refer to Refund/ Return Policy under Terms and Conditions.



Q. What do I do if I forget my password or user login?

A. If you were to forget your password, there is a “forgot password” link within the login page for you to request for a password reset. Your user login would be your email and if you were to forget your user login, please email to enquiries@pontiwinecellars.com or call us at (852) 2739 7678 to verify that you are the rightful owner of the account.



Q. How do I edit my personal or delivery information?

A. Within your Account Overview, you are able to edit your personal / delivery information by clicking on “Account Information” or “Address book” respectively.



Q. How secure is the information I provide to Ponti Food & Wine Cellars Ltd?

A. Everything on Ponti Food & Wine Cellars Ltd will only be used internally as no information would be shared with anyone else. Encryption over the internet is of a global standard and payment transactions are only made through secure socket layers to ensure protection from any intruders. For more details, please refer to our Privacy Policy.

 

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