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Faqs

DELIVERY

HOW DO I TRACK MY DELIVERY STATUS?

To track your order, please call +65 6771 1222. You can find your Delivery Note Number digits in your Delivery Note received by email.

HOW MUCH DOES DELIVERY COST?

Shipping fee is based on your selected shipping option. Automatic discounts do not apply to shipping fees, unless otherwise stated.  HTHS reserves the right to revise the shipping fees any time at its discretion.

Shipping Option

How much do I pay for Delivery?

Standard (below 200 SGD order)

SGD 10

Standard (above 200 SGD order)

Free

Self-pickup at our warehouse

Free

WHAT DELIVERY OPTIONS DOES WINE CONNECTION OFFERS?

We offer three (3) delivery options: 


Shipping Option

How much do I pay for Delivery?

When will my order reach me?

Standard below SGD200 orders (2-5 days)

SGD 10.00

(1) I placed my order on a business day before 11am.

Your package will reach you within 2-5 business day.

IMPORTANT: If the date you have placed an order is a weekend or a public holiday, your parcel will reach you next week and the 2-5 business day starts counting on the first business day that is closest to your order.

IMPORTANT: The delivery timeframe is based on the first delivery attempt of the parcel; If you are unable to receive the parcel at the time, the logistics partner may attempt delivery at another time or the following day but you need to cover the new deliveries again.

Standard above SGD200 orders (2-5 days)

Free

(1) I placed my order on a business day before 11am.

Your package will reach you within 2-5 business day.

IMPORTANT: If the date you have placed an order is a weekend or a public holiday, your parcel will reach you next week and the 2-5 business day starts counting on the first business day that is closest to your order.

IMPORTANT: The delivery timeframe is based on the first delivery attempt of the parcel; If you are unable to receive the parcel at the time, the logistics partner may attempt delivery at another time or the following day but you need to cover the new deliveries again.

Self-pickup at our warehouse


(1) I placed my order on a business day before 11am.

Your package will be ready to puck-up within 2 business day.

IMPORTANT: always carry your relevant Delivery Note with you when you attempt a self-pickup because this is the main document proving the validity of your purchase. Warehouse is not obliged to provide you your products without this document.

WHAT IS THE MINIMUM AMOUNT TO QUALIFY FOR FREE SHIPPING?

You can enjoy free shipping for orders above $200. In cases when you are below the free delivery minimum, you can select either the Standard Delivery or Self-Pickup.

HOW LONG WILL IT TAKE BEFORE MY WINE ORDER IS DELIVERED?

You will be able to select your preferred delivery date and time frame in your order cart checkout process. We currently offer 2-5 business day delivery. Our delivery service provider is (Phoon Huat Pte. Ltd.). Delivery time must be between 9am, and 6pm. You can select between before noon or afternoon options.

Excluding Saturdays, Sundays and Public Holidays. Delivery fee is not inclusive of any additional costs. Delivery fees will not be refunded for items returned.

We aim to deliver your order to you within 2-5 working days from the date of your order confirmation. Subjected to stock availability.

WHAT HAPPENS IF I’M NOT AROUND WHEN MY PACKAGE ARRIVES?

We work with Phoon Huat Pte Ltd to facilitate the delivery of our orders. If there is no one available to accept delivery on the pre-arranged delivery date, you will be charged for storage, transport and re-delivery costs. Upon acceptance of further delivery charges, we will send you an email for rescheduling the next available date / time-slot for your redelivery. Please contact our Customer Service Team for rescheduling your purchase.

DOES MONARCHS & WINES SHIP OUTSIDE SINGAPORE?

No, we do not ship to international locations. 

DO YOU DELIVER TO PO BOXES?

No, we are not able to deliver to PO boxes or to restricted zones such as army camps, ports and airports.

DOES MONARCHS & WINES DELIVER ON SATURDAYS, SUNDAYS OR PUBLIC HOLIDAYS?

No. Our warehouse is closed on Saturdays, Sundays and public holidays. For orders placed on weekends, processing time will be the first upcoming working day. 

DO YOU DELIVER TO CBD OFFICE AND SENTOSA?

Yes, We do. 

MY ITEMS HAVE YET TO ARRIVE. WHAT SHOULD I DO?

Normally, you should receive your item within 2-5 working days depending if we have the item at our warehouse. Should you not be able to receive your items as per the indicated delivery time frame, you can check your order status by contacting our Customer Service Team.

WHO CAN RECEIVE THE ORDER?

You must be 18 years of age to purchase alcoholic beverages from this site and received the delivery package. We reserve the right to request for a valid photo ID for verification.

DO YOU OFFER SELF COLLECTION SERVICE?

Yes, you can pick your products up at our warehouse operator (between Monday to Friday, 9:00am to 17:00pm):

 Phoon Huat Pte. Ltd.

231A Pandan Loop Singapore 128419

ORDERING

HOW DO I TRACK THE STATUS OF AN ORDER?

To track your order, please call +65 6771 1222. You can find your Delivery Note Number digits in your Delivery Note received by email.

CAN I CANCEL AN ORDER AFTER I HAVE PLACED IT?

If more than one hour have passed, chances are good that our warehouse have already packed and shipped your order. In either case, please Contact Us  for further assistance as soon as possible.

RETURNS

DOES MONARCHS & WINES ACCEPT RETURNS?

We recommend you read our Returns Policy prior to making a purchase from our website, so that you are familiar with our policy on refunds, returns and your legal rights and remedies.

We also recommend you immediately inspect any goods that are delivered to you immediately upon receipt to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. And shall notify us within 24 hours for any discrepancies or damage starting from the date you received the item to the time you notified our Customer Service Team. We reserve the right to reject any return, exchange deemed unfit or unreasonable.

If you have any questions about this policy, please contact our customer service team.

This Returns Policy only applies where you make a purchase online from our website.


WHAT IS THE RETURNS PROCESS?

Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

  • Your product does not match the specifications or description indicated on the website.
  • You received the wrong item.
  • You received your order and there are missing item(s).
  • You received damaged wines, wine bottles upon arrival.
  • You received undrinkable wine* (*subjected to our evaluation within seven (7) days starting from the day we received your returned items)

And the general requirements for returns are as follows:

  • The reason of the return must be valid and returns acceptance conditions met based on the return reasons mentioned above.
  • You have proof of purchase (order invoice number and receipt).
  • All wines returned should not be less than half bottle subjected to evaluation within seven (7) days starting from the day we received your returned items.

Under what conditions is/are the product non-returnable:

  • Undrinkable or spoiled wine due to misuse or inappropriate handling and storage of the products upon receipt.
  • Change of mind upon receipt.

If your return meets all the requirements above and you wish to proceed with the return, please have your order and delivery note number ready and contact our customer service team

Our customer service manager will verify the return reason and arrange a free return pick-up for you.

  • Our courier company will pick up the package at the time specified by you.
  • We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.


If your return is valid, we will process your replacement, based on what you have indicated to our Customer Service Team. If it’s valid, our customer service agent will verify the return reason and arrange a free return pick-up for you.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable. 

We reserve the right to reject any return, exchange deemed unfit or unreasonable.

WHAT IF MY PRODUCT IS DAMAGED IN TRANSIT?

If any goods are delivered to you are damaged, simply contact our Customer Service Team within seven (7) working days of receiving the delivery. We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, and/or accessories. We reserve the right to reject any return, exchange deemed unfit or unreasonable.

WHAT IF I HAVE RECEIVED THE WRONG ORDER?

Please contact our Customer Service Team.

DOES MONARCHS & WINES COVER THE SHIPMENT COST FOR RETURNS?

Returning an item is free of charge. Please contact our Customer Service Team for return pick-ups.

REFUNDS

HOW WILL I BE REFUNDED?

The refund will be made back to the same card you made the purchase with.

HOW LONG DOES IT TAKE FOR ME TO RECEIVE A REFUND?

Your returned items, together with your return slip, are usually received and accepted at our warehouse within 1-3 working days after the courier company picks up the package from you.

A refund would be issued shortly after we receive your items from the courier company, according to the preferred refund method indicated in your email.

Credit Card: up to fourteen (14) working days, subjected to processing duration of your local bank.

I HAVE CHANGED MY MIND AND WOULD LIKE TO CANCEL MY ORDER. WILL I BE REFUNDED?

Within 1 hour once email confirmation, before your items are ready for delivery (of your order has been sent out), contact our Customer Service Team, you will be refunded fully via your payment mode through Credit Card within fourteen (14) working days, subjected to processing duration of your local bank. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable. 

We regret to inform that any cancellations after 1 hour once email confirmation of your order has been sent out, we will not be able to cancel your order as it’s already been dispatched for delivery. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.

CUSTOMER SERVICE

I HAVE FURTHER QUESTIONS, WHOM SHOULD I CONTACT?

Upon any questions or concerns, please contact our Customer Service Team.