My Order History
You can view your order history online, by logging into your account.
I received something different from what I have ordered?
If you received product(s) that is/are different to the one(s) you have ordered, it may be because the original one(s) you have ordered was/were out of stock and we have substituted your order with a product or products of equal or greater value and quality (at no extra cost to you) to avoid delays.
However, if you do not like the replacement wines or if you have received the wrong product, please Contact Us at 8120 3826 for following up.
My case has arrived damaged
Your order should always arrive to you in perfect condition. If any item has been damaged along the way, please Contact Us at 8120 3826 and we will fix this for you immediately.
I haven't received my wine order – where is it?
The expected delivery date of your wines can be found on your email order confirmation and we will also send you an email notification on the day when you will receive your wines.
Delivery is available from 10am to 8pm Monday to Friday, and 10am to 6pm on Saturday, except public holidays.
Please note that the delivery schedule for the below districts is only available on Tuesday and Friday (except public holidays) at the moment:
▸Tung Chung
▸Chek Lap Kok
▸Sai Kung
▸Clear Water Bay
▸Ma Wan
▸Discovery Bay
If your order hasn't arrived on the expected delivery date, please call us at 8120 3826 as soon as possible and we will track the delivery status for you.
How do I return a wine I don't like?
We confidently guarantee every bottle we sell. If a wine is faulty or you do not enjoy a particular label within 3 months of product receipt, we'll arrange to collect the remaining unopened bottle(s) and refund you or replace the wine subject to certain specified conditions.
Returning your wine is as easy as ordering. All we'll need is your account details and where you would like us to collect it from. Our team can be reached at 8120 3826 between 10am and 8pm on, Monday to Friday and between 10am and 6pm on Saturday, except public holidays, we will assist you and arrange a suitable day for collection.
How do I cancel an order?
If you need to cancel your order, contact us at least 48 hours before the expected delivery date by calling 8120 3826 or email us at customerservicehk@directwines.com. We will do our best to stop your order from arriving. If cancellation notice is made less than 48 hours, we may not be able to cancel the delivery, then we will arrange a collection (a surcharge of $100 may apply in this case).
Can I change my order details once I've placed it?
If your order hasn't left our warehouse yet we may be able to change delivery address details or cancel it completely. Please call us at 8120 3826 as soon as possible.
Unfortunately, we cannot change or amend your details if the order has already been processed. We usually process orders within 24 hours after we receive your order. If change or amendment of your order details is not possible, we will arrange to collect the wine from you after it has arrived subject to specified conditions.
Why haven't I received an order confirmation email?
Please Contact Us and we will be able to assist.
Or call us at 8120 3826
Monday to Friday: 10am – 8pm
Saturday: 10am – 6pm
Sunday and Public Holidays: Closed
Is there a minimum order?
We don't have minimum order, to enjoy free delivery, please order 6 bottles (750ml and over) or more or the total amount be over HK$800. Otherwise, $100 delivery fee will be charged per order.
How to order online?
When you see a wine or case that you like the look of, click 'Add to Cart'; you can then continue to look for other wines to add to your Cart in the same way. At the top of the screen you'll notice you can click on 'Shopping Cart' at any point to review what you have added - if you change your mind you can remove an item by clicking on 'Remove'. When you are happy that you have made your selections you simply need to click on 'Secure Checkout' where you will need to enter your payment and delivery details, or login.
What if I make an error in my order?
Don't worry if you make a mistake. For all completed orders we will send an e-mail confirmation. If you would like to make a change to your order simply respond to your confirmation e-mail or contact our customer service team on 8120 3826 quoting your order reference number.
I have a problem ordering on Laithwaites Direct Wines website?
Please contact our customer service team on 8120 3826. Our team may ask you for any error messages received or details of your browser to help resolve the issue for you.
If it is outside working hours, you can leave a message on the Contact Us page, and we will provide you with solutions when resume work and within a time convenient for you.
Clearing your Cache
Sometimes clearing your computer's local cache can help with ordering problems – in your browser try navigating to 'Settings' then 'history' and finally 'Clear browsing data'. This may differ slightly from browser to browser e.g. Chrome, Safari, Internet Explorer, Edge, Firefox, etc.
What are your opening hours?
You can browse and order from this website 24-hours a day, every day of the year.
Laithwaites Direct Wine's customer service team can be reached between 10am - 8pm during the week and between 10am and 6pm on Saturdays (except public holidays).
Where do you deliver to?
Your wine can be delivered to all home or office addresses in Hong Kong, Kowloon and New Territories. Delivery is not available to restricted areas. The delivery service to Ma Wan is limited to 10am to 4pm due to restricted access after 4pm. International delivery service is not available at this moment.
For delivery to Lamma Island, Cheung Chau, Peng Chau and Lantau Island (except Tung Chung, Chek Lap Kok and Discovery Bay), please contact our Customer Service at 8120 3826.
How much does delivery cost?
Delivery is free of charge upon ordering of 6 bottles (750ml and over) or more or the total amount is over $800. Otherwise, $100 delivery fee will be charged per order.
Extra delivery fee may be incurred if delivery to the door is required to the 4th floor or above of a building which is not accessible by elevator.
How long does it take for delivery?
Orders are dispatched within 24 hours after confirmation and normally delivered within 1-3 working days. Delivery is available from 10am to 8pm Monday to Friday, and 10am to 6pm on Saturday, except public holidays.
Please note that the delivery schedule for the below districts is only available on Tuesday and Friday at this moment (except public holidays):
▸Tung Chung
▸Chek Lap Kok
▸Sai Kung
▸Clear Water Bay
▸Ma Wan
▸Discovery Bay
What if I'm not at home my wine is delivered?
We will attempt to deliver your wines on the date you specify. Our delivery courier will contact you on the day of delivery (usually 1 hour before arrival) to ensure someone is available to receive the wines. Alternatively, we can leave the wines at security room/counter or front door as requested.
If we are unable to deliver for any reason, we will contact you the following business day to arrange an alternative delivery date.
If you fail to receive your wines upon the first delivery appointment or you give us inaccurate information on your address, Laithwaites Direct Wines reserve the right to charge you an additional delivery fee for subsequent delivery.
In case of Typhoon Signal No. 8 or above or black rainstorm signal?
In case that deliveries are delayed due to hoisting of typhoon signal no. 8 or above or black rainstorm signal or adverse weather conditions, we will try our best to arrange your order to be delivered on the next working day.
Can I arrange for my order to be picked up by myself?
You can contact our Customer Service team at 8120 3826 to make an appointment to collect your wines from our Warehouse at Kwai Chung or Business Office at Sheung Wan.
What is your refunds and returns policy?
We confidently guarantee every bottle we sell with our 100% Money Back Guarantee. If a wine is faulty or you do not enjoy a particular label within 3 months of product receipt, we'll arrange to collect the remaining unopened bottle(s) and refund you or replace the wine subject to certain specified conditions.
If you aren't happy with a bottle, contact us at 8120 3826 or write to us to let us know. We will mark your preference in our record so we know your preference.
How does collection of faulty/unwanted wines work?
In the event you need to return wine to us please Contact Us on 8120 3826.
Monday through Friday: 10am – 8pm
Saturday: 10am – 6pm
Sunday & Public Holidays: Closed
Can I remark the delivery time?
We offer two time slots for delivery as follows: Monday to Friday 10am-4pm, or 2pm-8pm; Saturday 10am-2pm or 2pm-6pm.
Please remark the time slot on the delivery instruction field on the online order form, we will try our best to cope with your request. However, there will have chance that we cannot meet your request to deliver within the time frame as it depends on the route of the driver and also traffic conditions.
Can I separate an order into 2 or more addresses for delivery?
We can't separate an order into 2 or more addresses for delivery. Should you want your wines to be delivered to different addresses, we suggest placing separate orders for each address.
Except credit card payment, please call Customer Service team at 8120 3826 to process your order.
How can I update my payment details?
You can update your credit card details online by visiting your Account or by calling us on 8120 3826.
How do I redeem my voucher?
Occasionally we may send you a voucher code for special offer. These can be redeemed by entering the voucher code into the box at the shopping cart page and clicking 'Apply'.
In the very rare event you've experienced an issue making a payment online, with a voucher or you spot a discrepancy, please contact customer service team at 8120 3826 as soon as possible and we will do our very best to resolve the matter.
I lost my password, what do I do?
If you have forgotten your password, or if you receive an error message stating that your password isn't recognized, just click 'Forgot Your Password?', enter your registered email address and we will send you a new, temporary password. Once you have logged in using your temporary password, please change it immediately by using the "Update Password" option under "My Details". Remember that passwords must be at least eight characters long with at least one number.
I'm trying to log in and am getting a message that my password isn't recognized. What do I do?
First, please check to make sure that the password you're entering is at least eight characters long and contains at least one number. Also please double check to make sure you're entering exactly the same password when you registered (passwords are case sensitive). If you're sure you've already registered an online account, please "contact us" to request a new temporary password.
Please note: password must be at least eight characters long and should contain one number.
How do I update my Contact Address, Email or Password?
You can look up your account information after you login, then simply scroll down the page to look for information you want to update.
When you are on other pages, you can always go to the top right corner to look for your Account Information by pressing your registered name.
How do I make changes to a saved credit card?
After you have logged into your Laithwaites Direct Wines's account and clicked on 'Account' in the top right-hand corner, you can change your card information under 'Payment Methods' on the left-hand side.
I no longer want to receive any marketing emails. How can I update my preferences?
If you would like to unsubscribe, you can do so by clicking My Details and unchecking the box located below your email address. You will also find an unsubscribe link at the bottom of all our marketing emails.
