FAQs



Please see our most frequently answered questions (FAQs) below. If there are any questions which you feel we haven’t mentioned or answered then please e-mail us at info@micwinegifts.com and we’ll get in contact with you as soon as possible.

 

Placing an order

Do you have to register an account with us to place an order?

Opening and registering for an account is not mandatory when placing an order. However registering saves your details (delivery and billing addresses) so you can order from us easily again.  We do not retain any of your card details.

 

How will I know if my order has been received?

You will receive an email confirming that your order has been placed. If you notice that you’ve input any incorrect details, whether it’s regarding an address or the incorrect item/quantity, please contact us with the correct information as soon as possible.

 

Can I add to an existing order?

You are able to add to an existing order as long as the goods haven’t already been dispatched from our warehouse. The best way to do this is to contact us via email (info@micwinegifts.com) to add to an existing order. We will then take payment for any additional items over the phone.  We may alternatively ask you to place an additional order online and if possible we’ll combine the additional orders so that you’ll receive them in one delivery.

 

Can I place an order from overseas?

Yes we deliver worldwide. Delivery charges will vary dependent on the weight, size and destination. Once you’ve chosen your items, within the shopping cart, the website will automatically calculate the delivery price for your chosen destination. Delivery times vary on the destination, so please refer to our ‘International Delivery Times’ within the shipping and returns page. (Insert link). Please note that there are some exceptions where we are unable to deliver certain products to certain countries due to weight,  size and particular country importation requirements and if your needs fall within these categories then please contact us via email info@micwinegifts.com and we will do our utmost to either help or explain why there is some restriction.

 

Order/Dispatch Times

 

We offer free delivery to most of Hong Kong areas.  However, there are some areas we are unable to provide delivery service at the moment, those areas include:

Sha Tau Kok, Lok Ma Chau, Tung Lung Chau, Mui Wo, Ta Kwu Ling, Grass Island, Lamma Island, remote parts of Lantau Island, airport area, Disneyland, Man Kam To, Lo Wu, Crooked Island, Peng Chau, Mai Po, Po Toi, Tung Ping Chau, Cheung Chau.

For local orders, goods are normally dispatched the same day or within 3-4 working days, and the packages should arrive within 4-6 working days.

Most importantly, if you're hosting a party, or have an important gift that MUST be delivered on a certain day, please make sure you place the order earlier and designate a delivery date a few days before your event, we cannot guarantee deliveries on specific dates!


 

How can I pay for my purchases?

Orders can be paid for online via PayPal or via ATM.  Please email/whatsapp us the transaction slip if the payment is made via ATM transfer, and the delivery time is dependent on the time we receive your transaction slip.

If you are unable to place an online order you can also pay by cheque or postal order,

Please note: we are unable to dispatch goods prior to a cheque clearing so your order may take a little longer and can take up to 8 - 10 days. Please do not send any bank notes or coins as we are unable to accept payment in this manner.

 

Are my details secure?

Yes your card details are totally secure.  We do not retain any of your card details.  Registering an account with us is an easy way to keep your address and billing address in one place without having to re-enter information.

 

What should I do if my debit/credit card is refused?

If you are having any difficulties regarding payment transactions on our online website then please email us. Please alert us of any problems you encounter when using our online ordering system and we will do our best to ensure these do not happen again. If your debit/credit card is still not working we suggest you check your card’s status and funds with your bank.

 

I cannot place my order online, what should I do?

If you are having any difficulties using or placing an order on our website then please email us straight away. Please alert us of any problems you encounter when using our online ordering system and we will do our best to ensure these do not happen again.

 

How do I know if my goods are in stock?

We have hundreds of items listed on the website and have most items in stock. On our website we display if an item is out of stock.  If this is the case you will not be able to place an order.  If a product is out of stock, in most cases, you are able to ‘pre-order’ the goods.  Doing this, you will be charged straight away and the goods will be dispatched to your chosen delivery address as soon as they are back in stock. When pre-ordering, you take priority in a queuing system  on a pre-order date basis so that when the goods become available to ourselves these orders are fulfilled in this order over and above subsequent orders. We have found that this is the best and fairest way to secure your preferred items if they are currently unavailable.

 

If you require a specific quantity of stock which is greater than is shown as available on our website then please contact us as we may be able to contact the supplier to obtain additional stock at short notice.

 

Paying for an order

 

How will I know my payment has been successful?

Once your payment has been received you will receive an email, this will confirm your purchase. If you notice that you’ve inputted any incorrect details, whether it’s regarding an address or the incorrect item/quantity, please contact us with the correct information as soon as possible.

 

Do I need to pay for import duty?

Please be aware that you may be charged import duty when the goods arrive in your chosen delivery country. This is not always the case but it can and does happen so this charge, if incurred, is unknown, and is therefore not able to be shown as an inclusive price on our website.

 

My payment has been declined, what should I do?

If your payment has been declined please email us and communicate with one of our customer service advisors. They can see the status of your order and advise on what action to take.

 

Are receipts sent with deliveries?

Online: An invoice is included with your goods dispatched from our warehouse.

Over the phone:  A PDQ receipt as well as an invoice is included with your goods dispatched from our warehouse.

 

Please Note:  We don’t include an invoice in orders that are being sent to others on your behalf.  As an example, if you are purchasing an item(s) for a friend and are delivering it directly to them, we’ll include your name and address and inform them that the goods have been sent on your behalf and also include a hand written gift tag, if required.

 

 

My order

 

I have not received a confirmation email?

If you have not received a confirmation email within 72 hours then please email info@micwinegifts.com with your order number.  We will be able to track down your order and payment details.

 

How do I cancel an order?

All orders from our store can be cancelled up to 7 working days following placement of order. Please inform us by email at info@micwinegifts.com stating 'Order Cancellation' as the subject and including all order details (name, products, order number etc.) within the correspondence. Cancelled orders will be refunded in full, once the goods have been received back by micwinegifts.com in a new and a re-sellable condition, however this does not include any shipping costs incurred by the sender.

 

I have received my order but the goods are faulty/not as described. What should I do?

Products that are deemed faulty can be returned for replacement or a full refund.  This does not affect any statutory rights that you may have. Faulty goods can be returned up to 7 working days following receipt of order. Contact us straight away by email and one of our customer service advisers will be able to help you. 

 

How will my glasses be packaged?

We do ensure that all of our goods are packaged safely and securely before leaving our warehouse. 

 

How do I return an order?

Please click to download our Customer Returns Form. Any products that are returned for exchange or credit, not received back in the condition they were originally sent (including packaging), will be subject to a charge to cover the cost of the goods, plus any repackaging costs incurred. I.e. if the goods are just returned as unwanted these will be resold, but this cannot occur with damaged or marked packaging. This does not affect any statutory rights that you may have.

 


I would like an item that is not on the website. Can you source this for me?

We are always more than happy to see if any of our suppliers stock the product(s) you are after.  Contact us with the product code, product picture(if any) and quantity you require (we need this information) and we will do our best to track it down!

 

 

Delivery Information

 

Outside of Hong Kong

We're able to delivery goods to over 50 countries Worldwide! Most of our items are available to be delivered outside of Hong Kong,  however some of the heavier and bulky items are not available.  When in the basket, you can select from the drop down the country you require, it will then provide you with a shipping cost.  This is done via a weight basis, therefore the charge will increase with the the more items you add.

 

Shipping services

We use a variety of different couriers and services, depending on the size and weight of your goods and the delivery destination. Our current couriers include: Hong Kong Post, SF Express, UPS, FedEx, DHL & TNT.

 

Hong Kong Delivery times

 

How long will my order take to arrive?

We offer free delivery to most of Hong Kong areas.  However, there are some areas we are unable to provide delivery service at the moment, those areas include:

Sha Tau Kok, Lok Ma Chau, Tung Lung Chau, Mui Wo, Ta Kwu Ling, Grass Island, Lamma Island, remote parts of Lantau Island, airport area, Disneyland, Man Kam To, Lo Wu, Crooked Island, Peng Chau, Mai Po, Po Toi, Tung Ping Chau, Cheung Chau.

For local orders, goods are normally dispatched the same day or within 3-4 working days, and the packages should arrive within 4-6 working days.

Most importantly, if you're hosting a party, or have an important gift that MUST be delivered on a certain day, please make sure you place the order earlier and designate a delivery date a few days before your event, we cannot guarantee deliveries on specific dates!

 

Mainland China & Other Countries Delivery Times

 

Mainland China and overseas orders will be dispatched by SF Express, Hong Kong Post, DHL, UPS or FedEx from Hong Kong, depending on the size & weight of the goods. Larger overseas orders can also be dispatched via pallet using specialised pallet shipping companies .  Once the goods arrive in the delivery country, they’re passed onto the corresponding couriers of said country for delivery.

 

Please note:  For overseas countries not displayed on our website for shipments, please contact us by email using info@micwinegifts.com to request a quotation.



 



Delivery Instructions / Requirements

Please ensure that any delivery instructions entered with your order will be at your own risk. For example, 'If out, please leave on doorstep', is deemed delivered by the courier. It is then assumed as your responsibility.

If any special delivery requirements are necessary, they must be stated at the time of your order or email us to discuss.  Anything that may restrict or hamper a delivery must be submitted, e.g. restrictions, tight access, gravel driveways, no pavements, property on bend, busy main road, restricted parking, size of delivery vehicle, property access etc.  Any such problems not advised which hamper or delay the attempted delivery will be your responsibility.

 

Please Note:   We reserve the right not to deliver orders where we believe the address is not secure, for example to a communal postal address or PO Box. If this affects an order you place, we'll notify you as soon as possible.

 

Delivered items

As soon as you have taken delivery of your goods, you will be responsible for them. We will only deliver goods to the address stated on the order. (Couriers may attempt to deliver your goods to a neighbour, but will leave a note). From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.

Delivery FAQs

 

Do you deliver the same day?

No. Unfortunately we are unable to provide a same day delivery service.

 

Can you deliver to an alternative address?

Yes. When you’re in the checkout area, simply enter your billing address, and then enter your alternative address for delivery.  A work or friends address is a good idea as most of our parcels will require a signature.

 

Can you ship somewhere which isn’t listed in the checkout area?

Yes. Although we currently ship to over 50 countries Worldwide, not every country is listed. Please send us an email listing the goods you wish to order, the quantity and the country you wish to ship your goods to, and we’ll get back to you as soon as possible. We’ll contact you via phone or email, with a quotation and an approximate lead time for the delivery.

 

I know I will not be home when delivery is expected, what should I do?

We highly recommend having orders delivered to an address where someone is present to take the delivery.  We can always deliver to an alternative address, with a work address being the most common.

 

What happens if I'm out when you deliver?

If you are not available to accept delivery, the courier should usually leave a calling card/note to advise that delivery has been attempted (please follow the instructions on the calling card).  Please note that the courier may take it upon themselves to leave your parcel with a neighbour, or a secure location and you will be advised of their actions on the calling card.

 

 

Do you deliver on weekends?

This is possible by selecting 'Saturday Delivery' or 'Sunday Delivery' in the payment section during check out.  We're able to provide this service for most Hong Kong cosmopolitan addresses, 

 

Can I change or cancel my order prior to delivery?

Yes. This is only possible if you contact us before your goods have been dispatched.

 

Can you deliver to a BFPO address?

Yes. This is only possible by ordering over the phone & not online as there will probably be an additional delivery charge.

 

Where can I view my purchase history?

If you are registered with micwinegifts.com, you can see your previous orders in the ‘My Account’ section.  This will display all previous orders which have been made online using our website.

 

Additional Delivery Information

 

Pallet deliveries means delivery as per your instructions with goods delivered on a pallet.  Delivery does not include unloading from the pallet as this is the purchaser's responsibility.  Maximum pallet sizes are:-1200mm x 1200mm x 1200mm (4' x 4' x4'). Maximum weight 1000 kilos (1 ton).

 

Returns policy

 

Rights of cancellation

Please do not return anything to us before speaking to our customer service member. We can give you advice on your order. You can contact us directly by email (info@micwinegifts.com). If we are not contacted, we will not be held responsible for any return postage charges you may have incurred that may not have been necessary.  Contact us straight away should your order not be correct or if you wish to return it.

 

My goods are damaged, can I return them?

We take great care in packing & shipping your goods, ensuring that you receive them in perfect working order. However, if your goods are damaged upon delivery, please email info@micwinegifts.com as soon as possible.

 

What is your returns address?

Before you return any goods please communicate with our customer service member by email

 

Items lost when returning

We are not held responsible for any parcels which are lost in transit while being returned. We always recommend that you use a secure and traceable service to return any goods.

 

Feedback/Customer satisfaction

 

How do I give feedback?

Please feel free to give us any feedback, recommendations or comments about our customer service, products or website. We take this very seriously and aim to deal with any problems or difficulties in a timely and effective manner. Please email us on info@micwinegifts.com

 

We try to respond to all enquiries as soon as possible.

 

Get in touch with us!

If you would like to speak to us, contact us via the following methods:


Email:             info@micwinegifts.com

Whatsapp:    +852 6357 4388

WeChat:        +852 6357 4388