Welcome

Frequently Asked Questions


About Us

What's happening at our stores?

You can keep up to date with all the latest news and events going on in our stores by visiting our Events & Tastings page. These are managed by our in store staff and are a great way of keeping up to date on the best wines from around the world. Alternatively if you’re signed up to our Wine Deals email, we will keep you aware of upcoming events.

I would like to learn more about wine.

At Caro’s we love our customers to explore and discover the world of wine, and there is no better way of doing that than through tasting! Our tasting sessions are run on weekday evenings in our Grey Lynn store tasting room, by our knowledgable staff and sometimes with guest winemakers. They’re a great way to elevate your knowledge of wine, discover new gems from new and old world wineries that we’ve hand-picked to feature on our shelves. You can book your spot on a tasting by booking online, calling our store on 09 377 9974 or emailing us on wine@caros.co.nz. Bring a friend and make an evening of it!

Caro’s Blog

Caro’s Blog brings you the latest news, events and the inside info on our tastings, deals and wine knowledge from around the world. You can find the blog here.

Does your store have parking?

Yes! You can park free of charge directly outside our stores in Parnell and Grey Lynn. We have at least 4 parks available so you can explore all the great wines we have in store at your leisure.

What is your cookies policy?

All information on our cookies policy can be found by clicking here.

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Delivery - frequently asked questions

When will my order be delivered?

Most orders go straight from our Parnell Store by courier to your chosen location on the same day you order (as long as you order before 3pm). North Island delivery is overnight, South Island deliveries should be with you within two days. Please allow an extra two days for rural deliveries. Due to the nature of courier services, these estimates are a guide only and we cannot guarantee delivery by specific times.

Can I have a single bottle delivered?

Yes you can. We’re happy to deliver that special bottle to your person of choice, even if it happens to be you! However, our website has a minimum wine purchase of $50, so if your bottle is less than this please phone into one of the stores to make your purchase. Please note that magnums cost x 2 for delivery, as they’re a bit bigger.

How much is delivery?

Delivery costs vary depending on where in New Zealand you are or whether you’re requesting an overseas delivery. Deliveries are charged per case of 12 bottles or less (minimum purchase applies). More detailed information can be found here.

Do you deliver internationally?

We deliver throughout Australia but unfortunately there are locations around the world that we cannot deliver wine to due mainly to regulations on the import and export of alcohol across borders. Wine is also heavy and can be quite delicate, which makes the delivery costs for international orders prohibitively expensive.

Contact us to discuss any overseas delivery needs you may have and we can assist you where possible. We can also offer assistance in contacting a local supplier in the country that you would like to make a delivery to, if you have specific needs. We’re all about people discovering wine so we’ll help where we can.

Can I collect my order?

You can order online and collect it for free from our store in Parnell at your convenience. When you place your order online, you can tell us when you are planning to come in to collect (by using the notes section) so we can have your order ready for you.

Do you deliver to the Hauraki Gulf islands?

We organise deliveries to Waiheke Island on a regular basis. Please note that wine will be delivered to Matiatia Wharf for collection. We don’t deliver to individual addresses on Waiheke. Delivery costs can be found here.

Can I order less than six bottles as a gift?

Yes. You can order any quantity of bottles as a gift. Just let us know where it’s to be delivered to, and we’ll help make you a very popular person indeed!

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Gifts - all you need to know

Can I order less than six bottles as a gift?

Yes. You can order any quantity of bottles as a gift. If your gift is below the minimum purchase of $50 (excluding shipping), just call our store and we can sort it out over the phone.

I just want to send one or two bottles as a gift, can I do this?

Yes of course. Either select an existing option under the "Gifts" section, or choose any products you like and simply fill in a recipient details and message during the checkout process. For a suitably gifty presentation, you should also include a card and correct size of wooden gift box. If your gift is below the minimum purchase of $50 (excluding shipping), just call our store and we can sort it out over the phone.

Do you sell gift vouchers?

Yes we do. Caro’s Gift Vouchers are the perfect gift for a wine lover, and are available in $50, $75 and $100 denominations from our online store or from our stores.

Can I send gift vouchers?

Gift Vouchers can be bought online and in store. When you buy online we send you a confirmation of purchase plus an email is sent to the recipient with a voucher code to redeem and any message you have added. Make sure to select the GIFT button and enter their name and email details.

Vouchers can be redeemed at Caro’s for wines, Champagnes, spirits and other products. What a gift!

How are your gifts delivered?

Gifts are delivered much like standard orders, by courier or on occasion by Caro’s staff. If nobody is available to accept the delivery a card will be left.

How are your gift sets packaged?

Most gifts will be placed in a stylish wooden wine box and protected by wood wool. However these boxes are only included in the prices of our preexisting gift range, so if you wish to select your own wines to be sent in a box then the box and/or card must be purchased along with the wines.

Can I add a gift message to my purchase?

Yes you can. When placing your order there will be a field that you can enter your personal message into. If you purchase a card with your order (along with a wooden box, if you prefer one) then the message will be written in the card, otherwise it will clearly appear for the recipient written on the box or address label.

I have multiple gifts to send, what should I do?

You will need to place one order per delivery for multiple gift destinations. However, if some or most of your gifts are below the website $50 minimum (excluding shipping), or if you have more complex specifications for your multiple order, then please give us a call to discuss your needs.

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Ordering for a business

Do you sell wines to the trade?

If you are interested in using Caro’s for your individual business needs please contact John or Richard on 09 377 9974 or by emailing us on wine@caros.co.nz

Can I set up a credit account?

If you’re a company then yes, you are able to set up an account with Caro’s. Please contact John or Richard to discuss your requirements.

Do I need an account to order from Caro’s?

You do not need any special account to order from Caro’s. You can come to either of our stores and purchase wine (six bottle minimum applies to receive a 10% discount). To order online you’ll need to register an account with our website, that way you get to hear about all the special deals and events we have throughout the year.

Can I send out business gifts?

If you would like to send out multiple gifts you can contact our staff to arrange the details at 09 377 9974.

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Ordering Online

Why should I buy six bottles?

At Caro’s we are proud of the fantastic range of wines we have on offer and the services we make available to our customers – wine tasting, knowledgeable and helpful staff, as well as Fine Wine Plans and tools to help you learn more about wine and its pleasures. It’s this that sets us apart from the supermarket experience.

It’s for this reason that we sell wine with an advised store purchase of six bottles or more, so you can either get more of what you love or explore a range of recommended wines.

What payment methods do you accept?

We accept cash and Caro’s gift vouchers as well as Visa and Mastercard credit cards.

I have a corked bottle, what should I do?

This can be an unfortunate problem when sealing wine under natural cork, but it doesn’t need to be too much of a hassle. At Caro’s we’ll gladly replace any corked bottle for you at no cost. We ask that you keep the faulty bottle and its contents so that we can liaise with our suppliers on the fault.

Bring the bottle back in to our store and we’ll gladly replace it for you.

I would like to return some of the wine I have bought, is this possible?

If you have any bottles that you wish to bring back, please bring in your proof of purchase and the bottles will have to be in a saleable condition (no label damage) for a refund/replacement.

Can I amend an order once it has been placed?

After you’ve changed your order online, we’ll be preparing it for dispatch. If for some reason you choose to amend that order please call our store immediately on 09 377 9974 and we’ll do our best to accommodate your needs if it hasn’t been dispatched yet.

Do you offer sale or return?

We know how difficult it can be to know exactly how much wine to order when you’re having a party or event. You definitely don't want to run out either! All our staff are well versed in what’s needed for your gathering and will be happy to offer advice on quantities. To put your mind at ease we do offer a sale-or-return policy.

All we ask is that you request sale-or-return in advance when you’re placing your order, and that all bottles comes back to us in a timely manner and saleable condition – we can’t refund bottles after any label damage or exposure to sun/heat etc.

I have a faulty bottle, what should I do?

If you discover that a wine from us is faulty (corked, oxidised, leakage or other) then please contact us on 0800 422 767 and we will arrange a replacement bottle for you.

Please keep the faulty bottle in question, as we will need it to complete the exchange process.

Do you have any online exclusives?

All of our online prices are the same in-store, however sometimes our buyers manage to secure special small parcels of wine at excellent prices. We sell these parcels on a first come first served basis to online customers. These ‘web exclusives’ are communicated via email, and due to their limited availability they do sell out very fast.

If you wish to be kept informed of our latest offers including our web exclusive parcels you can register with the website, just make sure you tick the box to receive our offer emails.

How do I cancel an order?

Please contact our store on 09 377 9974 for any order changes you may have.

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