Frequently Asked Questions

We continue to make changes to our business operations due to Covid-19. Please review the Frequently Asked Questions below to learn more about how The Wine House is adapting.

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Yes! Our website is accepting orders 24/7. Between 11AM and 6PM daily, our store is open for walk-in traffic, our staff can help you over the phone and if you let us know in advance when you will be at the store, you can pick up your orders curbside. Please give us at least two hours notice for curbside pickup.

Phone: We can be reached by phone at 310.479.3731 – please note that our phones are only staffed between 11AM and 6PM, and there are times when we receive a large volume of calls with limited staff to answer. We appreciate your patience!

Email: We can also be reached at [email protected].

Live Chat: We have launched a live chat option on the website. Please note that chat is only available between 11AM and 6PM, and the chat bubble only appears when an employee is available. Chat agents can answer many questions, but cannot process orders.

1. Place your online order, select “curbside pickup” and the date you wish to pick up your order. You will receive several emails. The first will acknowledge receipt of your order, another will let you know that your order is ready for curbside pickup.

2. When your order is ready for curbside pickup, it will be at the front of the store. IMPORTANT! Due to space constraints, orders will only be held in the front of the store for curbside pickup for 3 days. After 3 days, they will be moved back to Will Call by the Customer Service Desk inside the store.

3. When picking up, pull up in front of the store. There is no need to call when you arrive at the store – just roll down your passenger window and let us know the name on the order. We will put your order in your vehicle. There is no need to step out of your vehicle.

There are currently three options in place for delivery, depending on your distance from The Wine House store. If the store is temporarily closed, we are unable to ship orders.

 

Special Local Delivery – Within 10 miles of The Wine House

We have a Special Local Delivery program for deliveries within 10 miles from our store in West Los Angeles.

$10.00/case (or portion thereof) for orders of $250 or more*
– Special Local Delivery will be delivered the same or next day (delivered Monday – Friday)
– Available for addresses within 10 driving miles from our West LA location.

*If you have orders ready to pick up in store or if the Special Local Delivery option isn’t displaying on your order, please let us know in the Special Instructions box on the checkout page. We can consolidate your orders and count the value of orders that are ready for pickup towards the $250 purchase. As appropriate, we will manually adjust the Special Local Delivery charge to $10.00/case.

 

Local Messenger Service – Greater Los Angeles Area

Packages to the general Los Angeles area can be delivered via Local Messenger. If a Local Messenger rate does not appear for the zip code you entered, please contact us at [email protected] or (310) 479-3731 for applicable rates. Beer and spirits may only be delivered to local addresses by Local Messenger.

 

Normal Carrier (FexEd / UPS)  – Outside of Los Angeles

The Wine House ships primarily via Ground service using UPS or FedEx. Estimated delivery time is 3 to 10 business days depending upon the distance from our store in Los Angeles to the destination.

We offer Next Day and 2-Day Air options for most shipments (Alaska and Hawaii are 2-Day Air only). Please visit our shipping page for further information.

 

IMPORTANT!

Our carriers do their best to provide Next Day and Two Day service; however, heavy package volume, staffing shortages due to the Covid-19 pandemic, weather and other service disruptions all mean that we CANNOT GUARANTEE delivery the next day or within two days.

Access to wine storage lockers is during the hours of 11AM to 6PM. You do not need to make an appointment to visit your storage locker. As always, your wines are in a secure, temperature-controlled environment that is monitored 24/7.

We offer fully in-person classes and events when it is safe to do so. We have worked with the WSET and Wine Scholar Guild to offer online and hybrid versions of their courses. We post our offerings on our website in the Classes & Events area.

When our store was closed to in-person shopping, we offered Special Local Delivery for deliveries within 10 miles from our store in West Los Angeles. Now that the store is open, we are keeping Special Local Delivery, which is:
– $10.00/case (or portion thereof) for orders of $250 or more*
– Delivered the same or next day (delivered Monday – Friday)
– Available for addresses within 10 driving miles from our West LA location.

*If you have orders ready to pick up (in-store or curbside) or if the Special Local Delivery option isn’t displaying on your order, please let us know in the Special Instructions box on the checkout page. We can consolidate your orders and count the value of orders that are ready for pickup towards the $250 purchase. As appropriate, we will manually adjust the Special Local Delivery charge to $10.00/case.

You can purchase Wine House gift cards directly on our website. After we process the transaction (during store hours), you will receive an email with the gift card number and PIN and a link to a printable page. We do not currently have a way to email or mail gift cards to recipients via the website.

Please call or visit our store if you wish to have a physical Wine House gift card. We can arrange for gift cards to be mailed if you call or visit the store. We do not have a way to do this via our website.

You can use a Wine House gift card on our website, in our store, or over the phone. In the store, our staff will scan the physical card (or website printout) as payment for your purchase. On the website, you will need your Wine House gift card number and PIN. Our website does require that you also provide another form of payment, but we will use the Wine House gift card first.