FAQ
All You Wanted to Know And More
Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, contact us.
What is your return policy?
This Return & Exchange Policy only applies to online purchases made on our website.
We do not accomodate to refunds but offer online store credits instead (validity - 30 days from purchase).
You may return your order item, or notify us within 5 days of purchase, upon presentation of the invoice number, for any of the following reasons:
You received the wrong item in your package.
You received a broken item in your package.
The quantity delivered is not correct.
Spoiled or oxidized wine can be exchanged within 30 days of purchase, upon presentation of the invoice number and:
All returned wines should not be less than half a bottle.
It is subject to an evaluation by our staff.
We exchange the spoiled wine with a new bottle of the same wine.
We reserve the right to reject any return, exchange deemed unfit or unreasonable requests.
EXCHANGE PROCESS
If your item meets the above Return & Exchange Policy conditions, please have your order invoice number ready and contact our customer service using our live chat service or email enquiries@nautilus.sg
If your return is valid, our friendly customer service will get in touch with you for the exchange arrangements.
Delivery Information
Subject to you complying with these Terms and acceptance of your Order , NVA will fulfill and supply the goods or services to you as shown on your Order confirmation.
Delivery charges
Free - For orders of 06x (750ml) bottles or more (Working days only, Monday to Friday from 10am to 2pm or 2pm to 5pm).
S$25 - For orders below 06x (750ml) bottles.
If the wines that you have ordered are in stock NVA will endeavour to dispatch orders within two (2) to five (5) business days (Monday to Friday).
Wines may not be available for immediate delivery. NVA will deliver your Order to you within three (3) to six (6) business days from the date you placed your Order. Subjected to availability from the supplier, otherwise please contact our Customer service Team for assistance
When you complete your Order you will be prompted to select to have the Order delivered to an address specified by you and if NVA gives you a notice that we will be unable to deliver your Order within one (1) to five (5) business days of receipt of your Order due to a lack of stock, you may cancel your Order without charge.
Delivery dates are estimates only, should you require any assistance in that, please contact our Customer service Team to assist.
Kindly note that if there is no one available to accept delivery on the pre-arranged delivery date, you will be charged for storage, transport and re-delivery costs. However, should you arrange your own delivery or collection then the goods become your responsibility upon collection from us. Please contact our Customer service Team for assistance.
We cannot accept responsibility for delivery failures or delays by our third party delivery contractor.
Which payment methods do you accept?
Payment can be made via bank transfer or PayNow once you receive an invoice for your order. Your order will be confirmed once payment has been received. All other payment methods please contact our Customer service Team or live chat for assistance.
Payment Policy
Please be informed that prices in our list does NOT include GST.
QR code PAYNOW :
Full Payment is to be made before all deliveries, should you require an alternative, please contact our Customer service Team or our live chat for arrangements, subjected to our evaluation.
If there is a problem with your payment (for example, if your credit card transaction is declined), we may contact you to make alternative payment arrangements. You will be liable for all debt collection costs where you fail to make payment for any order when payment is due.
