FAQs

Important Note:

The sale of alcohol to individuals below 21 years of age or professing the religion of Islam is prohibited.

Minuman arak adalah bahaya untuk kesihatan.

How do I contact Albertwines2u?

• Call: +603 62763993 / +6017 7415658 (Whatsapp/Wechat)
• Email: info@albertwines2u.com.my

What are your operation hours?

• Online Store: Open 24/7
• Customer service hours: Monday – Friday, 9am – 6pm
• Closed on weekends and public holidays

Delivery Hours:

• Monday to Friday: 9am – 6pm
• Saturday: Not available, only if riders aren’t able to complete deliveries on Fridays.
• No deliveries on Sundays and public holidays
• Self-pickup is available from Monday to Friday, 9am-12pm or 1pm-5:30pm (except Public Holidays). Please contact us in advance before your arrival to ensure your order is ready.

Change of Shipping Address:

Should you wish to request for a change of shipping details, please contact us as soon as possible and our representative will be more than happy to assist you. However, we will not be able to amend the address once the parcel is shipped. Please refer to the delivery and operation hours above.

BRAND GUARANTEE

Authenticity Guaranteed

We have been importing and distributing wines, spirits and more in Malaysia since 1992. We ship directly from the estates and work directly with the representatives, ensuring the provenance of all our products and guaranteeing 100% authenticity. However, if you have any questions or doubts about a product, we would be glad to assist you.

Satisfaction Guaranteed

Although we dedicate our utmost attention to our shipping and warehousing process, wine is a perishable product, and mistakes can happen. If you find that you have received a damaged bottle or a ‘corked’ wine, let us know and we will be happy to replace it.  Follow the process below:

• Notify us by email or phone call, and return the bottle to our warehouse within 2 weeks of receiving your order.
• You will be contacted after our assessment of the returned product, where we will either offer you an exchange or a refund.

Bottles sent back to us must have its original contents, with a minimum of half full – this will help assessment of the product. Empty bottles will not be eligible for replacement. Albertwines2u reserves the right to refuse to offer a replacement or a refund, due to unreasonable grounds provided by the customer.

Note: Refund policy doesn’t apply to self-pick up orders as you’re advised to inspect the goods before leaving the premises. Also, customer should collect the goods within 1 month from the date of order placement. Refund request will not be entertained after the stated collection period.

FREE Delivery

Free Standard Delivery is offered when RM199 or more is spent in one order and to one shipping address.

ORDERS, PAYMENT & DELIVERIES

What is the minimum order?

While we prefer to ship products by multiples of 6 (6 in one full box), we do not have a minimum order policy to not put any restraints on your order. However, there’s a transaction limit up to RM10,000. Should your order value exceeds the limit, kindly contact our customer service for further assistance.

What are the delivery fees?

Standard Delivery: RM12 flat rate per order/shipping address and will be delivered within 1-3 working days after the order date for Klang Valley (except remote areas); 3-6 working days after the order date for outside of Klang Valley. Orders worth RM199 will be entitled for free standard delivery!

3 Hours Delivery: RM20 per order/shipping address for selected areas within Klang Valley only. Place an order before 4pm on a business day and receive your goods within 3 hours! In case if product out of stock, our customer service representative will reach out to you for suitable substitution. *Albertwines2u reserves the right to temporarily put on hold due to any reason.

Do you guarantee that the vintages and alcohol levels recorded on the website are the correct ones?

For premium wines, we guarantee you will receive the vintage noted if it is showing on the actual name of the bottle (example: Charmes de Kirwan – Margaux 2012). For others, while we work hard to make sure we have the current vintage and alcohol levels are updated on the website, something we may miss some and it may not be the current one showing. Contact us directly should you receive a different vintage other than noted on the website or if you want to confirm the current vintage we have.

Are the images on the product pages the exact match of the bottle I will receive?

While we try at best to have the most accurate image on the website, sometime the design may change on a few shipment which we wouldn’t have notice. So the photos aren’t contractual, and if you want to make sure of the ones we have, contact us on Whatsap/WeChat and we will send you the current photo from our warehouse.

Can I use vouchers for my order?

If you have received a promotional voucher, you may use it according to its terms and conditions. Each voucher can only be used once per transaction and per user (more details are provided in the Terms & Conditions). Most vouchers have a limited time period in which it must be used – this time period cannot be extended.

How does payment work?

We accept online bank transfer, debit card, and credit card. We use secured and reputed 3rd party payment platforms (such as ipay88) to ensure your personal data is safe. Also, there’s a transaction limit up to RM10,000. Should your order value exceeds the limit, kindly contact our customer service for further assistance.

We now accept payments via Touch ‘n Go eWallet for offline orders!

How do I check my order status?

If you have not received your parcel within the promised time frame and we have not contact you, please send us an email at info@albertwines2u.com.my or call us for an update on your order status.

How long does it take to have my order delivered and where do you deliver in Malaysia?

We deliver to all major cities and suburbs across Peninsular Malaysia. For remote areas and islands, kindly contact us for more information regarding delivery. We guarantee delivery within 1-3 working days for areas within Klang Valley (except remote areas) and 3-6 for outside of Klang Valley. We are unable to guarantee specific delivery timings, but we will try our best to have your wines delivered during your preferred time frame when requested.

What is the size of the bottles?

Unless noted otherwise on the bottle name, the standard size for a bottle of wine is 750ml, and 700ml for spirits.

How are my wines delivered?

Deliveries are made by logistic courier partners who we have been working with us for many years. Please make sure to check the contents of your parcels upon delivery to ensure that the bottles are in good condition.

Oh no, it’s raining. What now?

For safety purposes, Albertwines2u cannot fully guarantee your order will be delivered on time when weather conditions are bad. Your order will be fulfilled as soon as it is safe to drive outside.

Do I need to be present to receive my delivery?

Our delivery partner operates from 9am to 6pm (they may be able to come later upon prior request only), Monday to Friday. They require someone to sign and receive the parcel upon delivery to your home or office – either you, or a designated person over 21 years old. Should no one be available to receive your parcel, the delivery company will be in touch to organize a second delivery later on, or most likely the following day (depending on their route). Your wines will be kept in an air-conditioned room for a maximum of two days before it’s returned to our office. Should this happen, we will personally schedule for a second delivery with an additional charge for delivery fees.

Can I pick up my wines from your office?

Self-pickup is available from Monday to Friday, 9am-12pm or 1pm-5:30pm (except Public Holidays). Please contact us in advance before your arrival to ensure your order is ready.

Note: You’re advised to inspect the goods before leaving the premises.

Can I cancel an order after payment has been placed?

You may cancel your order within 24 hours of placing it by contacting us. Your payment will then be reimbursed to you (minus the credit card fees of 3%).

What if my order is damaged or lost in delivery?

We advise you to check your wines thoroughly before acknowledging the courier’s receipt of delivery. Should you find bottles that are broken or missing, do not accept the delivery. Detail the damage or loss on the courier’s delivery receipt and send the bottles back. You should then call to inform us and we will arrange for a replacement upon verifying your claims with the delivery company.

Do you deliver to other countries outside of Malaysia?

Our products and services are limited to areas within West Malaysia due to the tight cross-border regulations for alcohol. We cannot ship to East Malaysia for this reason. You need to have a delivery address within West Malaysia to receive your order.

Can you guarantee that the vintages on the website are the current ones available?

We do our best to ensure the latest data is on our website, including information about our vintages. However, there is a small chance that we could miss some vintages. If you are looking for a specific vintage – especially for a more premium bottle – please contact us directly at and we will assist you.

Is it possible to have my order delivered to a different address, for a gift or else?

Yes, it is, we can deliver to any address and person that you prefer. At the checkout page, please click on the ‘use different shipping address’ box, and enter the appropriate details to send the order to the delivery address.

Are payments made on your site secured?

Payments on the site go through trusted companies such as www.ipay88.com.my. These gateways are highly reliable and are secured, allowing you to make online purchases with ease. In addition, any information we receive regarding payment is not stored and cannot be disclosed to other parties.

Why should I trust your service?

Albert Wines is a trusted wine & spirits importer based in Kuala Lumpur since 1992. We represent many renowned brands from across the world, bringing products directly from the wineries to your doorstep.

Can I pay cash on delivery (COD)?

It’s not available at the moment, but we will be working to make it happen soon!