Frequently Asked Questions
How do I place an order?
The Online Buying Process:
One case is equivalent to 6 bottles. An incremental case selection of a wine product is available for you to select and add to your cart. A minimum order of 1 case (6 bottles) is required to enable a successful checkout. Quantity 1 is equivalent to 1 case.
Each case comprises either the same wine product or one of our preselected mixed case offerings ( containing 3-6 bottles).
Prices are quoted per bottle and per case even though wines are not sold separately per bottle (the case price is depicted below the price per bottle) – the bottle price is identified for the purpose of ease of comparison.
To add a wine product to your shopping cart click on the product image, select the quantity of cases in the drop-down box and click on the “Add to Cart” button. This will put the specified number of cases into your cart. This does not in any way oblige you to make a purchase of that wine; you will still have the opportunity to remove the item from your cart.
After you have added your wine cases to your shopping cart, go to the cart and you can view your selection. In the shopping cart you can add a new product, change quantities or you can opt to remove a case here if you wish to. You can also apply a coupon here if you have one.
Shipping costs are calculated per weight per case. The more cases you order the less the average shipping cost per case. The total value of your order will be displayed including shipping costs. Shipping costs are calculated for deliveries in South Africa. Please send us an email if you wish us to ship you wine abroad internationally.
If you wish to continue shopping you can by selecting more products. As you move around the store you can add as many wine cases as you like, your selections will be displayed when you go to the shopping cart page.
Proceed to checkout if you are satisfied with your cart selection and complete the information required to place your order and complete the transaction.
Payment and Shipping
Cape Wine Merchants accepts payment via EFT.
We will only initiate the dispatch of your order after proof of payment has been received.
Can I buy over the phone or e-mail an order?
Yes but we will need your details and specified order to send you an invoice to pay us via EFT to initiate the order. Our email address is firstname.lastname@example.org
You can place your order without making payment first on this website - we will send you an automated email with your order reference and details and our banking details to make payment before we initiate your order.
Will I be charged value added tax?
We are not yet a VAT ( Value-Added-Tax ) registered vendor and as such the price you pay does not include VAT. We do therefore not charge VAT neither are you liable to pay it to us or we liable to pay it over. Our future registration for VAT will be dependant on turnover.
When does shipping take place?
Wine orders are typically shipped via a courier within two (2) to three (3) calendar days after placement of your order and will be delivered within two (2) to ten (10) calendar days, depending on your location. We do everything we can to deliver timeously – we are however unable to guarantee that all orders will be delivered within the stipulated time frame but endeavour to exceed your expectations.
As soon as your order is dispatched, you will be sent an email to confirm that your package is on its way.
Order Tracking and Delivery
If we are not delivering it ourselves locally, we will provide you with a waybill number that you can use to track your order on the courier we use website.
Upon delivery of the product, before signing for the delivery, you agree to inspect the product for any faults, defects or damage.
In the event of breakages or missing items please indicate it on the Proof of Delivery (POD) and contact us immediately to replace it for you.
Anyone authorised to receive the wine on your behalf can take delivery of your order, but they MUST be of legal age. This means 18 years and older in South Africa. Our courier might ask for identification and is entitled to refuse delivery if proof of legal age can’t be produced.
We are legally prohibited to sell wine to any person younger than 18 and shipments will not be delivered if the recipient is not 18 years or older, of cannot produce identification to prove it.
By law we may only deliver products to physical addresses and may not deliver products to Post Office boxes. If no one is available at the requested delivery address when we deliver, our courier will retain the products and we will tell you about the attempted delivery. If the courier returns the products to us, you must pay for any further delivery. We are not liable for any loss occasioned by any delay in the delivery of any order.
Are shipments insured?
Shipments are not insured. Please check your order on receipt immediately. If you receive a broken bottle or otherwise damaged order advise the deliverer / courier immediately and denote this on the delivery note.
Please contact email@example.com immediately. Please take a photo of any broken or damaged products as this may be required for us to file a claim with the courier.
Returns & Refunds
Can I cancel my order?
Orders cannot be cancelled if already shipped by the courier.
What do I do if my product is damaged?
We and our partners take great care to ensure that your product arrives undamaged. If you believe your shipment is damaged, please contact firstname.lastname@example.org immediately so that we can determine an appropriate solution.
We may request that you return the damaged product to us or provide us with a photo of the damage so that we can determine how to avoid issues of a similar nature in the future.
What do I do if I don’t like my products?
Everyone’s tastes are different, and we want you to find products you love. Our offers are carefully selected in order to provide a diverse range of high-quality wines to our members. Our mission is always to provide you with as much information as possible to help you make a selection that you will enjoy. Please contact email@example.com if you have any questions or if you would like assistance in choosing a product.
Can I change my shipping address?
You may request changes to your shipping address up to one hour following your purchase. After one hour, it may not be possible to process a change, since our vendors are committed to shipping products as quickly as possible to ensure speedy delivery.
Who sources the products i see on the site?
Our organisation regularly evaluates wines produced by quality-driven Cape wine farms. We live by a simple rule: If we wouldn’t spend our own money on a product, it’s not made available on Cape Wine Merchants. We select wines that are unique in their own right and that represent the highest quality and value.
When you order or register as a member we collect your name, email address, delivery address and telephonic contact information. The information we collect is used to contact and keep our members informed regarding their purchase and to market our wines on offer. This information is not shared with other organizations or vendors for commercial purposes without the member’s consent.