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Help/FAQs

 

Why do I require a credit card, and why is there an authorisation charge to my card?

Our bank requires a real transaction in order to store your card (securely in their system, not ours) for future billing. We require a valid credit card on file for you to participate in the auctions. Bidvino does NOT store full credit card information, or CVV numbers. During a Buy Now (retail) checkout you have the option to use a different payment method.

 

Do I need to be in Hong Kong to have an account?

No. Bidvino.com operates globally. Our Auction items are available to ship globally (except China), but our Buy Now items are only available to ship to Hong Kong or Macau addresses. All prices and transactions are in Hong Kong Dollars.

 

How do I narrow my search results?

The left column provides a variety of options to narrow your choices and find the wine and vintage right for you. If you have any queries or requests please feel free to drop us a message and one of our experts will be on hand to offer suggestions.

 

What is the shipping cost for Auction items I win?

Hong Kong addresses: Auction items ship free (when you request 6 or more bottles to be shipped from your "Private Warehouse"). If you want a shipment of less than 6 bottles there is a flat charge of HKD$50.

Macau addresses: A flat charge of $60 per box (loose bottles are packed in Bidvino boxes of 6 bottle capacity).

International addresses where FedEx ship wine: You will be charged Fedex actual cost of shipping to you. (or we are happy to discuss alternate shipping options if you prefer)

International addresses where FedEx don't ship wine: You will need organize your own shipper, and we can help recommend if required.

 

What is the Bidvino Buyers Premium?

The Buyers Premium is 15% on the hammer price (for Auction items). This premium includes carrier insurance.

 

What is the shipping cost for Buy Now items?

Hong Kong addresses: Free for orders totalling HKD$1000 or more. If order is less than $1000, then a $100 shipping fee applies.

Macau addresses: A flat charge of $60 per box (loose bottles are packed in Bidvino boxes of 6 bottle capacity).

 

How do I order a gift card?

On our gift card page, you can order a gift card of any value from $50 HKD and above. We will send an e-card to the recipient to be redeemed for the purchase of any wine on our website, including auction items.

 

Any tips on looking for a wine?

Our knowledgeable staff are on hand both by message through website and on email to answer any questions you have.

 

How do I track my favourite wines?

Within the item page, all our auction items have options to track for the week of sale. You will get email notifications when there's bidding action.

 

How do I bid for a wine?

On the item page, there's an input for your maximum bid and a Bid button on both the browse page and individual wine page. Price your maximum bid carefully as all bids are non-retractable.

 

How do I use the Buy Now section?

Just as you would shop in a supermarket, just browse through our fantastic portfolio of retail wines and click the add to shopping cart button as you go along! Remember, the Buy Now items can only be delivered to Hong Kong and Macau addresses.

 

When will I receive my Buy Now order?

For wines from our Buy Now catalog, if orders are placed by 3 PM HKT, we will ship next day for all in-stock items for Hong Kong* addresses. For orders received by 3pm Thursday, we will deliver on Saturday/Monday for Macau addresses. While preparing your order, you can specify further delivery requirements. *For Central/Soho we have daily delivery. For other parts of HK we work on this schedule;
Hong Kong Island: Monday/Wednesday/Friday/Saturday
Central/Soho Area: Daily
Kowloon: Tuesday/Thursday/Saturday
New Territories: Tuesday/Thursday/Saturday
Tsim Sha Tsui: Daily
Discovery Bay/Airport: Tuesday/Friday

 

What is your returns policy?

If you notice that you have received wrong or broken items, please notify us within 24 hours of receiving the goods either by telephone or email and we will arrange for a replacement or full refund. Any refunds outside of our below policy will be subject to both a 10% restocking fee (once inventory is verified on return), and 3% credit card charge where applicable. 

Bidvino offers a 7-day return policy on some products that are proven to be faulty. Any faulty wine needs to be returned to us with a minimum of ¾ of the original contents, together with the original seal (cork, screwcap, or other) within 7 days of purchase. Bidvino's staff will then assess the wine to determine whether the wine is faulty. In determining whether a wine is faulty, staff will consider whether the wine has been affected by TCA (“corked”) or is unexpectedly oxidized. Bottle variation does not constitute a wine fault. Some wines may need to be returned to the original supplier/winery for further chemical analysis and/or testing. Where Bidvino determines that a wine is faulty, Bidvino will offer a replacement where possible or a full refund. If the wine is determined to be in acceptable condition, not faulty, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return. 

Many of Bidvino’s products are old or rare wines. In some cases, these wines can be past their peak drinking window and may be either unpleasant or undrinkable. Bidvino cellars wines which represent excellent condition examples of the wines in question in terms of their fill levels, labels and physical appearance. Bidvino accepts no responsibility for a wine being unpleasant or undrinkable where it is considered possible that the wine is beyond its peak drinking window.

 

International Customers (outside of Hong Kong): Due to freight costs, tax regimes and customs practices, it is almost impossible for us to assess whether a bottle of wine is faulty within a reasonable period of time. Accordingly, we are unable to offer refunds or replacements on wine to International Customers. Please consider this risk carefully before making your purchase.

 

How do you handle invoices and payment?

Upon checkout & auction completion, you will receive an email with invoice confirming your orders. While your order is processing you have the option to add wines or change delivery address. Physical invoices will be delivered with your order for reference.

 

How do I Sell wines?

Please leave us a message on Bidvino.com or drop us an email at service@bidvino.com. Our Account Manager will be in touch to explain the process for listing wines.

 

When and how long are my wines listed for?

Based on your needs and the type of wine, we allow for flexibility in listing based on the season.

 

How do I change my personal details?

In the 'My Account' page, you can change any address details, payment formats, as well as setting your preferences for wine alerts that we send out for every Auction Cycle.

 

How can I withdraw funds from proceeds of wines sold?

We offer instant withdrawal options from a mailed cheque, to both local and international wire transfers. All options are available from the 'My Account' page.

 

Where can I see my orders and stored wines?

All your orders and undelivered wines are viewable from your account dashboard. Wines you have won at auction, are under "Private Warehouse" where you can choose which and when to ship.