FAQs

About Grand Vin Pte Ltd

Grand Vin Pte Ltd is open from Monday to Friday, from 0900 hours to 1800 hours. We are closed on weekends and Public Holidays as stipulated by our government.

Is your office easily accessible?

Our office (211 Henderson Road #04-04 Singapore 159552) is easily accessed by both private and public transport. Parking is available as well.

Delivery

How much is delivery?

Delivery is complimentary for local orders above SGD500, otherwise, it will be automatically charged upon check-out. Delivery is calculated to be SGD30 per location in Singapore.

Do you deliver internationally?

Yes, we do deliver internationally. However, there are some restrictions for countries like Indonesia and China. For more questions, please contact us at info@grandvin.com.sg

Can you deliver on the same day?

We will need a lead-time of three working-days to prepare your order. Nevertheless, we aim to please and will try to accommodate your urgent requests with a nominal fee. Please dial +65 6465 3081 to speak to our Customer Service team.

What happens if the receiver is not at home to receive the Gift Set?

We will attempt to reach the recipient to receive further instructions. In the event that the delivery has to be re-scheduled on another day, there might be a nominal delivery fee charged to the sender.

Ordering Online

What are these reward points that I have received in my account after a purchase?

With every $1 spent on our platform, you earn 1 point which can be accumulated to redeem vouchers for wine accessories & cash vouchers! These benefits (including those of Birthday Month) are all part of our members’ loyalty program and exclusively for online buyers. Note that points are not awarded for orders via email.

How do I redeem my reward points online?

Access the Rewards tab by clicking the sage green widget at the bottom right of the screen. After signing in and selecting the ‘Discover Rewards’ option, you can click the ‘Claim’ button on your choice of reward for a unique promo code will appear. You will need to copy this code and paste it in the order checkout page during your next online purchase order.

Can you deliver on the same day?

Can I cancel my order or make amendment before they are delivered?

Yes, should you change your mind upon checking out, please contact customer.service@grandvin.com.sg for cancellations or amendment of orders. However, kindly note that there will be no refunds for any local delivery charges and merchant fee of 3.5%~ incurred upon cancellation.

How do I use my Gift Voucher?

Simply email our Customer Service team at customer.service@grandvin.com.sg or call at +65 6465 3081 to utilize your voucher by citing your voucher number, advising on your selection and we will do the rest!

What payment methods do you accept online?

We accept most major Credit Cards, Union Pay, PayPal and of course, a quick bank transfer is always preferred.

Do you accept cash on delivery (COD)?

We do accept cash on delivery but we discourage it as our logistics personnel run around the whole day, and it might be stressful if they are carrying too much cash. Additionally, they may not have change for you unless you would like them to “keep the change”.

Can I cancel my order or make amendment before they are delivered?

How do I use my Gift Voucher?

Simply email our Customer Service team at customer.service@grandvin.com.sgor call at +65 6465 3081 to utilize your voucher by citing your voucher number, advising on your selection and we will do the rest!

Wine Related

Do you provide any wine advice if I need one?

We are certainly glad to help make wines recommendation as it is part of our professional service to ensure that you have a fabulous wine journey with us.

I have a corked bottle. What should I do?

GV makes every effort to offer wines of sound quality and excellent provenance but we are unable to guarantee the personal "drinkability" of every bottle we sell. It is the industry standard that older wines are purchased "as is" and at the buyer's risk as to the drinkability of the wine. This policy includes "corked" wines (those tainted with TCA and smell of wet cardboard). This wine fault occurred during the selection of the cork and is completely out of our control. Hence no refund will be entertained for the above reasons and you will simply need to throw away the bottle and hope for better luck next time.

I would like to return some of the wines that I purchased. Is it possible?

Delivered wines received and signed off, are neither returnable nor refundable to ensure its provenance. We are sure you will not be too keen to receive wines which was returned to us after having spent a few days’ at someone’s home with unknown storage conditions.

I feel that a bottle is “spoilt”or “tastes funny” or “tastes off” etc. Can I get a refund?

Products like wines and spirits age and mature in different ways and two older wines rarely taste the same to two different tasters. As there is no objective process to identity what a perfect product tastes like, we therefore, do not bear any liability for subjective judgements of quality or drinkability. All bottles are therefore sold as seen and we cannot accept returns for any wines should they perceived as corked, tainted or fatigued in any way. In short, no refund will be given.

Do you provide storage?

We only provide a chargeable storage service to our existing customers upon request. Please contact your dedicated sales person to understand more or email info@grandvin.com.sg for more information on the rates.

Gifts

Do you sell Gift Sets?

Yes, we do have pretty Gift Sets to delight lucky recipients out there. Please refer to "Gifts" section for more information.

Do you sell Gift Vouchers?

Yes, for the perpetually busy folks who don’t want to risk getting the wrong gift, vouchers are a god-send. Please refer to "Gifts" section for more information.

Can I have a customized packaging for my Gift Set?

Again, we aim to please and you can certainly request for customization by emailing us at info@grandvin.com.sg to discuss your needs and we will advise on the charges for these “add-on” of flowers, caviar, chocolates, etc.

Can I add a gift message to my purchase?

Yes, you will be prompted before checking out, to add in your gift message.

The recipient received the wrong wine. What should he/she do?

Please get the recipient to contact us as soon as possible (within 72 hours) at customer.service@grandvin.com.sg/ +65 6465 3081 to arrange for an exchange.

Events/Parties

Do you host tasting?

Grand Vin is the perfect partner for corporate tastings. Equipped with WSET certifications, our knowledgeable sales representatives will facilitate the tasting sessions with zest to ensure that you have a memorable experience with the wines of Grand Vin. Please refer to "Weddings, Events & Parties" section to find out more of our corporate tasting rates.

Do you provide any wine advice on what wine should be served for my parties and events?

We strive to ensure that your parties and events are a success so we are happy to provide wine advice and pairing suggestions whenever you need them.

Do you provide glass rental?

We have limited glasses for rental for small to mid-sized events. Please inquire for the rates.

Can I returned unopened bottles from my event?

Fine wines are sold on a non-returnable basis. However, we are also aware that it is difficult to forecast the exact quantities of non-fine wines for big events with a large crowd. Please reach out to us at info@grandvin.com.sg/ +65 6465 3081 to discuss this.

Can you deliver to the venue?

It is certainly a good idea to deliver to the venue in advance so you can take your mind off the alcohol and focus on other aspects of your event! Kindly note that delivery is effected only on Monday to Friday, 10am-5pm.

Do you provide marketing materials?

We can provide marketing materials for our corporate tasting classes to ensure that your guests take home with them interesting nuggets of information on the wines featured during the tasting and immerse themselves in the enjoyable experience. Some clients might however prefer a more casual and non-stuffy setting and find marketing materials overwhelming, therefore we customize according to your needs.

Trade

How do I set up a Trade account with credit facilities with Grand Vin?

Please reach out to us at order@grandvin.com.sg/ +65 6465 3085 to speak to our trade team.