Frequently Asked Questions
We have made temporary changes to our business operations due to the pandemic caused by the novel coronavirus. Please review the frequently asked questions below to learn more about how The Wine House is adapting to the changes.
Yes! Our website is accepting orders, and we have curbside pickup available only between 11AM and 6PM daily. Our store is temporarily closed to in-person traffic.
Phone: We can be reached by phone at 310.479.3731 – please note that our phones are only staffed between 11AM and 6PM, and we have been receiving a large volume of calls with limited staff to answer. We appreciate your patience!
Email: We can also be reached at [email protected]; however, due to limited staffing, our response time may be slower than normal.
Live Chat: We have also recently 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.
Since the store is not open for walk-in traffic, we are offering curbside pickup daily between 11AM and 6PM.
1. Place your online order. You will receive 2 emails. The first will acknowledge receipt of your order and the second will let you know that your order is ready for pickup.
2. Reply to the second email to tell us you want curbside pickup. IMPORTANT: If you have multiple orders to consolidate, please let us know as we will need extra time to get those to the front of the store!
We will prepare your order(s), move them to the front of the store and send you a confirmation email that curbside pickup is ready.
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(s). We will put your order(s) in your vehicle. There is no need to step out of your vehicle.
Due to the large number of phone calls we have been receiving and the time it takes to consolidate orders, please reply to the email letting you know that your wine is ready for pickup and give us time stage and consolidate your order(s). There is no need to phone the store to arrange curbside pickup.
There are currently three options in place for delivery, depending on your distance from The Wine House store:
Special Local Delivery – Within ~10 miles of The Wine House
To encourage you to continue shopping with us while our store is closed to in-person traffic, we have implemented a new Special Local Delivery program for deliveries approximately 10 miles from our store in West Los Angeles.
– Special Local Delivery will be delivered the same or next day (delivered Monday – Friday)
– Available for addresses approximately 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 $8.00/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.
Because our store is closed to in-person traffic, there is limited access to wine storage lockers at this time. As always, your wines are in a secure, temperature-controlled environment that is monitored 24/7. Access to your storage locker is by appointment only while the store is closed to in-person traffic. Please email [email protected] to make an appointment to visit your storage locker.
All events (in-store tastings, fests, etc.) have been postponed indefinitely. We are working with WSET and Wine Scholar Guild to offer online versions of their courses during the time when we cannot conduct in-person classes. If you had already registered for a class, we will be in touch with the options once we have the details. We will post our offerings on our website in our Classes & Events area.