Terms and Conditions, Delivery & Return Policy

By shopping in-store, online, or via WhatsApp with Opak Cellar, you agree to the terms listed on this page. All prices are in Hong Kong Dollars (HKD) and are subject to change without prior notice. Opak Cellar Limited reserves the right to modify these terms and make the final decision in case of any dispute.

Hong Kong Delivery Service

• Age Restriction: The consignee must be 18 years old or above.
• Free Shipping: Orders over HKD 1,000 (excluding Cognac/Brandy) or purchases of 6+ bottles (red wine, white wine, champagne, sparkling wine, plum wine, cognac, brandy).
• Standard Shipping Fee: HKD 90 for orders below HKD 1,000 (or Cognac/Brandy under 6 bottles).
• Courier: We use SF Express. Cash on delivery (COD) for shipping is not available for standard deliveries.
• Delivery Scope: Door-to-door service across all 18 districts, including restaurants and hotels. For buildings without elevators or tenement buildings, goods will be handed over on the ground floor. Outlying islands (e.g., Lantau, Lamma, Cheung Chau) require a shipping cost inquiry.
• Processing Time: 2 to 3 working days. Order cutoff is 2:00 PM, Monday to Saturday (excluding public holidays). Subject to SF Express or JD.com terms.
• Weather Disruptions: Deliveries will be rescheduled during No. 8 Typhoon Signal or Black Rainstorm warnings.
• Urgent Delivery: Lalamove can be arranged during business hours. Shipping charges are COD, regardless of purchase amount.

Macau Delivery Service

• Age Restriction: The consignee must be 18 years old or above.
• Free Shipping: Orders over HKD 2,000 (Wine only). Orders below HKD 2,000 incur a HKD 150 shipping fee.
• Access Fees: Ground floor or elevator access only. Stair delivery incurs an additional MOP 10 per item per floor.
• Special Locations: Hotel or site delivery incurs an additional MOP 80 per ticket. If the delivery process takes over 1 hour, an additional MOP 150 applies. Coloane area deliveries incur an extra MOP 20.
• Failed Delivery: If delivery fails due to customer reasons, a re-delivery fee of MOP 150 applies (for 1-8 boxes; fees for >8 boxes are negotiable).

Wedding Banquet Orders & Returns

• Advance Ordering: Red, white, and sparkling wines can be ordered up to 6 months in advance, with delivery arranged the day before the banquet.
• 20% Return Service: Available for orders of 48+ bottles. Unopened goods in their original boxes must be returned to the store within 2 days post-banquet for a cash refund.
• Requirements: Customers must provide the banquet date, venue address, and the venue manager's name and phone number. Opened items are not accepted for return.

Reservation & Order Terms

• Holding Period: Unpaid reserved goods are held for 3 days.
• Deposit: Confirmed orders require a 70% deposit via bank transfer, FPS, or in-store cash.
• Balance & Pickup: Customers will be notified upon arrival. The balance must be paid upon pickup, and a receipt will be issued. A storage fee may apply for items not collected within 1 month of confirmation.
• Online Orders: Opak Cellar reserves the right to cancel any online transaction and has the final say on order acceptance, even if the system shows completion.

Return & Exchange Policy

• Store Pickup: All confirmed items, including glassware and wine accessories, are final sale and cannot be returned or exchanged.
• Shipping Orders: Confirmed orders cannot be cancelled. Inspect goods immediately upon receipt for damage and notify us right away for replacements.
• Conditions: No returns on opened products. Free gifts must be returned with the main order. Item/quantity mismatches must be reported on the delivery day.
• Admin Fee: A 5% administrative fee applies to all refunds. Any promotional discounts (e.g., bundle deals, free shipping) will be deducted from the refund amount.
• Return Process: Contact us via Call or WhatsApp at +852 5647 9953 within 3 days of delivery. Returns must be made to the store (customer bears return shipping costs if arranged). A valid receipt and original packaging are mandatory. Returns are allowed only once.
• Exclusions: Wines with a retail price of HKD 400/bottle or more, and/or aged 8 years or older, are strictly non-returnable and non-exchangeable.