Frequently Asked Questions

General FAQs
Shipping and Delivery
My Account

General FAQs

Your store is in the Sotheby's building, can anyone shop there?
Sotheby's Pacific Place 1 gallery is open to the public and our wine room is located next to the main reception where we have about 1,000 bottles available for purchase, but our main inventory is available for next day delivery from our warehouse. For more details on Sotheby’s location and store hours, please visit our Contact Us page. Don’t forget to check with www.sothebys.com if you are interested in coordinating your visit with an auction exhibition.

Because it is Sotheby's, are all your wines expensive?
While Sotheby’s is known for achieving the highest prices on everything from art and jewelry to wine at auction, our retail wines are carefully selected and sourced to be as competitively priced as possible. We have a full range of wines at price points for all levels of wine enthusiasts.

Do you try to taste every wine in the store?
We do try to taste every wine we offer. For the older or more rare wines, between our extensive team of specialists in both the store and at auction in Hong Kong, New York and London, it is hard to find a wine that one of us have not had the pleasure of tasting...however there are always exceptions. You can always tell if we have tried the wine by the accompanying tasting note and/or Sotheby’s rating.

What are your privacy and security policies?
Please visit our Privacy Page (at the bottom of every page) for complete information.

Where do you buy wines from?
We want to offer an excellent selection of high quality wines which we source directly from wholesalers, wineries and private collections.

How can I report a problem using your website?
Call us directly and let us know the problem — 852 2886 7888. We want your online shopping experience to be as easy and convenient as possible, that’s why we won’t direct you to a voice mailbox or generic email account that no one checks. Speak directly with one of us during regular business hours and we will get it fixed as soon as we can.

Can I store wines with you?
Currently, we do not offer storage services.


Are there any restrictions to who can order from Sotheby's Wine?
You must be 18 to place an order with us and all first time buyers are required to provide a copy of a photo ID for our records. All deliveries must be accepted and signed by someone over 18 years of age.

Why should I buy wines from Sotheby's Wine?
Since 2014 the retail business has been managed by the Sotheby’s Wine team and run as an integrated retail and auction business. With the launch of our retail website, we are now able to leverage our unique expertise and years of experience to provide you, the wine buyer, a wider range of wines, available for more immediate delivery (and consumption), in addition to our regular auctions. We apply the same exacting standards that we have used in our traditional auction business, with a focus on sourcing excellent wines, in pristine condition and from impeccable sources. Every wine is chosen based on how it tastes, whether it is of high quality for the price, thereby offering good value for money, and is representative of the region from where it comes. Our specialists inspect every bottle of wine that is not purchased directly from the winery (or their direct importer/wholesaler), to make sure they are both authentic and in excellent condition.

Are all products displayed on the website 'in-stock' and available for purchase?
Our website inventory is “real time”, meaning if someone purchases a bottle, it is deducted from our inventory online within 15 minutes. You can see the amount of bottles available below the wine name, just before the ratings.

Can I obtain hard-to-find wines that are not on your website?
We are happy to try and find a specific wine for you, if we don’t already carry it. Please call us and let us know what you are looking for.

What are my payment options?
We accept Visa, Mastercard, China Union Pay and American Express.

What are your policies for returns and cancellations?
We accept returns only if the merchandise is defective in quality. The bottle should be sealed and tagged with a statement as to the date and reason for its return and will be sent back to the producer or wholesaler from whom it was purchased within a reasonable time.

Cancelled orders need to be received by phone at 852 2886 7888 as soon as possible. There is a 10% processing and restocking fee for all cancelled orders.

Do you offer gift cards/certificates?
Yes — we offer E-Gift Cards. E-gift cards can be purchased online and are ready for immediate download and printing. 

Do you offer discounts?
We aim to have competitive prices across our entire range of wines, so when we buy wines, we make sure we can offer them at attractive prices. As a result, with very few exceptions, we do not offer discounts.

What do wine ratings mean?
A wine rating is a numeric score (on our site out of 100, but there are other rating scales) that a critic, publication or business has awarded to a wine in a given vintage. These ratings generally reflect one person’s opinion on one bottle of that wine on a given day. They are provided as useful guides, to help buyers select wines.

Can I order spirits from the website?
We do not offer spirits in Hong Kong at this time.

Will you hold my order for in-store pickup?
We have limited space at Sotheby's Pacific Place gallery but, you may collect up to 5 cases (60 bottles) maximum from Sotheby's — choose “Sotheby's collection” under your shipping options when you are in the process of checking out.

Do I have to buy a full case?
You can purchase any amount of bottles, from a single half bottle of wine and larger. Please keep in mind shipping costs are not prorated per bottle, but are calculated based on location and overall purchase value. For more information on shipping, please visit our Shipping and Delivery page.

Do I need to have an account with you to place an order?
All purchases require you to create an account with us. You will need to create a username and password as well as fill in your billing and shipping information at checkout.

My order is a gift. Can I send a message with it?
Yes — there is a chance to write a message during your checkout process.

Can I print out a list of wines from the site?
Yes — at the bottom of every web page there is an option to print a PDF listing of our inventory.

Shipping and Delivery

Can you ship to me?
We offer free delivery to a single address in Hong Kong via Crown Wine Cellars for orders of HK $3,000 and over. Please see the Shipping and Delivery section for more details.

Can you handle special shipping requests?
Special shipping requests, including rush shipping and international delivery, should be made by phone at 852 2886 7888. We will do everything possible to accommodate your requests if they can be met.

Can I change my wine order?
Any changes to website orders should be made by phone at 852 2886 7888. We will do everything possible to accommodate your change, if the order has not already been fulfilled and/or shipped.

How do I deliver wines to more than one address?
For online purchases, each separate shipping address requires its own order.

My Account

How can I update my account?
Click on “My Account” at the very top of the web page, and once logged in, you can update your billing and shipping information, email address, username and password.

Who can I call if I cannot log in even though I have a password?
Call us directly at 852 2886 7888

If I have forgotten my password and/or my account number, how can I be reminded?At the Log In screen, under the Returning Customers box, click on the link to receive your password via email or click here.


How do I sell my own wine?
Together with our auction team, Sotheby’s makes selling wine easy. We can provide a free valuation of your wines, together with a proposal of how to maximize the value of your collection. We then arrange inspection, packing and shipping to our temperature controlled warehouse.

To find out the value of your wines in the current market, email or fax a list to any member of our team found on the Contact Us page.