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FAQs

1 ) I can't remember my password. What should I do?

To retrieve your password, go to the login page and follow the instructions for resetting it.

2 ) Do you deliver to Ma Wan, Discovery Bay, Disneyland, Tung Chung, and HK Airport area?

Yes, we deliver to these areas, but with only one delivery per week on Fridays.

3 ) Can I change my order?

If you need to make changes to your order, email contact@grapengrain.com before 4:00 PM on the same day you placed it.

4 ) The promotional price has expired; can I still get the same price?

Unfortunately, missed promotions cannot be applied retroactively. Promotions are a way to encourage customers to try new wines, so it's best to act quickly when you see a promotion.

5 ) If I put something in my cart, does that mean no one else can buy it?

No, unfortunately not. The only way to guarantee that you get the item is to complete the checkout process and place an order. If you don't buy it, someone else might be able to order it instead.

6 ) Does an item being on the website guarantee the quantity that I am requesting on my order?

At FV's e-store, we do our best to ensure all products displayed on our website are in stock; however, when you see an item on the website, that does not guarantee that we have, for example, 10 cases in stock.

All orders are subject to confirmation of final availability. We reserve the right to reject the order if any products or services requested are unavailable.

7 ) Can I hold wine without payment?

No. Unfortunately, all wine orders must be processed and billed the day they are placed to remove the items from our inventory.

8 ) How long can I hold wine at your location before shipping or collection?

There is a 30-day holding period for pickup orders. Orders marked for shipping will be sent out immediately.
If you fail to receive the ordered products within ONE MONTH from the date of order confirmation, not arising from our faults, we will charge storage fees of HK$ 3 per bottle per month.
You are responsible for settling any outstanding fees before collecting your order in such a case.

9 ) When I order from the Grape n Grain e-store, will they be able to see my credit card information?

When you buy something from Grape n Grain and pay with your bank card, your card details are never seen by Grape n Grain. Instead, when you choose to pay with your bank card, Fine Vintage sends you to a secure payment page provided by your bank. This page uses advanced security measures to keep your information safe while processing your payment. This way, you can keep your payment information private and secure.

10 ) Can I give my credit card details to a staff member to buy wines instead of doing it online?

No, Grape n Grain staff members are not authorized to receive your credit card details.

11 ) Can I pay in installments?

No, we currently can’t offer installments payment.

12 ) When is the order shipped if I pay by bank transfer or cheque?

If you pay by bank transfer or cheque, your order will be dispatched the day after Fine Vintage's account is credited for the transfer. If you pay by personal cheque, processing may take up to 3 business days.
It is not possible to override this rule. If you are in a hurry, you can pay by FPS, PayPal, or credit card.

13 ) What if the packaging is damaged when the wine arrives?

Please contact Grape n Grain immediately at contact@grapengrain.com if the bottles themselves are damaged (caps, labels, etc.)

14 ) What happens if no one is available to sign for my delivery?

We suggest that an adult of at least 18 years be present to sign for any delivery since the shipment contains alcohol. If no one is available to sign for the delivery at your address, please write on the “remark” box the instructions for delivery, such as:
    • Leave at the front door without any notice.
    • Leave at the concierge.

      15 ) What if the wine is corked?

      We cannot accept returns for corked wine.

      16 ) I'm having trouble finishing my order because my computer crashed.

      There could be an operating system conflict, an out-of-date browser, the wrong security and operational settings for the browser, etc. Please quit and reload the browser and restart the purchase.

      17 ) If I ship a bottle of wine to someone as a gift, will there be an invoice included, and am I able to include a gift note?

      Gifts include a packing slip without prices. For a gift note, mention it during checkout or in the chat..

      18 ) What is required to pick up an order, and can I send someone else to pick up my order?

      Bring a valid ID and the order confirmation number. You can also use the billing credit card. Someone else can pick up your order with their ID and the order number.

      19 ) Can I place the order online and pay cash on collection?

      No, you are required to settle the payment using one of the many electronic methods offered online before collecting the wine.

      20 ) Do you sell gift certificates?

      Yes, click on gift certificates on our browsing menu and choose one adequate to your budget.

      21 ) Do you ship overseas?

      Contact customer service at contact@grapengrain.com to discuss international shipping.

      22 ) Can you arrange delivery to a hotel?

      Yes, when you type the delivery address, add the hotel name and possibly the room number. If you don’t have the room number yet, put the remark: “Deliver to the concierge.”

      23) Where are the wine and spirits stored?

      It's worth noting that all of the wines and spirits that Grape n Grain offers are stored in the Fine Vintage (Far East) Lts warehouse in Chai Wan. This warehouse is equipped with 24/7 temperature and humidity control, ensuring that the products remain in optimal condition until they are ready for distribution.

      24) Is the provenance reliable?

      Fine Vintage (Far East) Ltd was founded in 1986 and has been one of Hong Kong's most reputable importers and distributors for decades. We pride ourselves on sourcing wines directly from producers or maintaining long-standing relationships with established merchants. None of our wines come from brokerage, consignment, or pre-sales.
      All the wines offered on our website are already in Hong Kong and readily available for delivery.
      Our spirits follow the same sourcing pattern. However, as they are stored in a Hong Kong bonded warehouse, there is an administrative procedure to pay duty and clear customs before the spirits can be delivered. This may take up to one week.