Order issues - FAQ - Laithwaites
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Terms & Conditions

$40 voucher valid with orders of $180 or over, excluding gift cards, wine plan offers or fine wine and spirits.The voucher is not redeemable for cash and cannot be used in conjunction with any other offer or for regular wine plans.Only available to new customers on their first order. Not available for use on gift cards, fine wines or spirits. Value can only be used on the price of the wine (excluding shipping). One transaction per customer. Orders not accepted (nor will wine be delivered to) persons under the age of 18 years. Offer valid from 15/01/2025 - 30/06/2025. For full details of our privacy policy visit online at www.laithwaites.co.nz/privacy.

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    • Order issues

    Problems ordering online

    Should you encounter a problem when ordering online, please give our Customer Services team a call on 0800 004 612. Our team may ask you for any error messages received or details of your browser to help resolve the issue for you. If it’s out of hours you can leave us a message via our Contact Us page and we will call back during business hours at a convenient time for you.

    Clearing your cache

    Sometimes clearing your computer’s local cache can help with ordering problems – in your browser try navigating to ‘Settings’ then ‘history’ and finally ‘Clear browsing data’. This may differ slightly from browser to browser e.g. Chrome, Safari, Internet Explorer, Edge, Firefox, etc.

    Where is the rest of my order?

    We despatch each case as soon as it is ready. This means that orders for more than one case may be delivered separately, so the rest of your order should not be far behind. You can check the progress of each case in the Order History area of Your Account when signed into the website.

    I've received the wrong wines

    If your wines differ to the ones you originally ordered, we may have needed to change a few bottles to avoid delaying your order. On some occasions we may need to substitute your wines with a wine that is of equal or greater value (at no extra cost to you!)

    My case has arrived damaged

    Your wine should always arrive to you in perfect condition, but if any item has been damaged along the way please let us know and we will fix this for you immediately.

    My case has gone missing/hasn't arrived

    Every delivery is monitored using our computer tracking system so that in the rare event you have a query, our staff can let you know the precise location of your order. Simply call 0800 004 612.

    How do I return wine I don't like?

    Returning your wine is as easy as ordering. All we'll need is your membership details and where you would like us to collect it from. Contact us to find out more and arrange a suitable day for collection.

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    © 2025 Wine People Pty Ltd. (Licence 57701843). LIQP770016550. All rights reserved. You must be 18 years of age or over to order wine from this site. It is against the law to sell or supply alcohol to, or obtain alcohol on behalf of, a person under the age of 18.