FAQs — Malong Wines Ltd

General

1. How do I place an order on your website?

Browse the store, add items to your cart, then proceed to checkout. Fill in your delivery and payment details and click Place Order. You’ll receive an order confirmation by email. For corporate orders or quotes, use the corporate enquiry form or email contact@malongwines.com

2. Do you require age verification?

Yes. Sales of alcohol are restricted to persons of legal drinking age. We require age verification at website entry and may request ID on delivery to comply with Kenyan law.

3. Can I create a business account or request corporate billing?

Yes — we support corporate accounts, invoicing, and pro-forma quotes for registered businesses. Email contact@malongwines.com with your company details to set up credit terms or bulk ordering arrangements.

4. What if I need to change or cancel my order?

Contact us immediately via the contact form or contact@malongwines.com. We will attempt to update or cancel orders before dispatch. Once an order has shipped, returns/cancellations follow our Returns & Refund Policy (see below).

5. Where can I find your Terms, Privacy Policy and legal disclaimers?

All policies — including Terms & Conditions, Privacy Policy and alcohol sale disclaimers — are linked in the website footer. Please review these before making purchases.

Products

1. Do you sell wholesale and bulk quantities?

Yes. We supply both retail customers and wholesale clients — including hotels, restaurants, embassies and corporate buyers. For wholesale pricing, volume quotes or consignment enquiries, please contact our sales team via the contact form or email contact@malongwines.com

2. What types of wines do you offer?

We stock a curated range of premium Australian wines: reds (Shiraz, Cabernet, Pinot Noir, Grenache), whites (Chardonnay, Sauvignon Blanc, Riesling, Viognier), rosés and select sparkling styles. We also list light & fruity options (e.g., Moscato and Cienna) and limited-release reserve bottlings.

3. Do you have non-alcoholic or low-alcohol options?

We can source non-alcoholic or lower-ABV alternatives on request. Availability varies by vintage and supplier — contact us for current options or special orders.

4. Can I request tasting notes, cellaring advice or food pairing suggestions?

Absolutely — each product page includes tasting notes and pairing ideas. For tailored pairing menus, staff training or private tastings, enquire about our wine consulting and tasting services.

5. Are limited releases and allocations available for pre-order?

Yes. We accept pre-orders and allocation requests for limited releases. Clients who join the Malong Wines Club receive priority allocation and early notifications.

Deliveries

1. Do you deliver within Nairobi and beyond?

We offer scheduled deliveries across Nairobi and nationwide shipping by appointment. Delivery options vary by product size, order value and destination — contact us for service to other counties.

2. What are your delivery windows and lead times?

Standard Nairobi deliveries are typically scheduled the next business day for in-stock items (subject to confirmation). For large, corporate or timed-event orders please allow additional lead time. Pre-arrival and allocation orders follow shipping schedules — we will advise estimated arrival dates on confirmation.

3. How are delivery fees calculated?

Delivery cost depends on the delivery address, order size and service level. We offer flat-rate zones for Nairobi and bespoke quotes for large or out-of-area deliveries. Shipping fees are displayed at checkout or provided in your quote for corporate orders.

4. Do you offer same-day delivery or timed deliveries for events?

Same-day delivery is possible for orders placed within our cut-off times and subject to stock and courier availability. Timed deliveries for tastings and events can be arranged with advance notice — email contact@malongwines.com to schedule.

5. Will drivers check ID on delivery?

Yes. For all alcoholic deliveries we may request a valid government ID to confirm the recipient is of legal drinking age. Orders may be refused if ID is not produced.

Orders

1. How can I track my order status?

After dispatch, you’ll receive a shipment confirmation with tracking details (where applicable). You can also check order status in your account dashboard or contact customer support at contact@malongwines.com

2. What is your refund and returns policy?

We inspect every order before dispatch. If you receive damaged or incorrect goods, contact us within 48 hours with photos and your order number — we will assess and arrange a replacement or refund. Returns for change of mind are handled on a case-by-case basis and may incur restocking fees.

3. Do you accept exchanges or returns for opened bottles?

For safety and hygiene reasons we cannot accept returns or exchanges on opened bottles, except where a product is defective or misrepresented. Please inspect your order at delivery and report any issues immediately.

4. How do I place a corporate or event order?

Email contact@malongwines.com with your requirements (date, guest numbers, budget, preferred styles). We offer bespoke allocations, tasting previews, timed deliveries and event logistics for hotels, embassies and corporate functions.

5. Can you supply wines on consignment?

Yes — consignment arrangements are available for qualified hospitality partners. Contact our sales team to discuss terms, stock rotation and reporting.