Everything you need to know, all in one place.
Whether you’re shopping online, arranging a delivery, collecting an order or simply looking for a little guidance, we want your Norman Goodfellows experience to be as effortless as possible.
Our Frequently Asked Questions cover everything from online ordering, payments, delivery and Click & Collect to returns, product availability, gifting, tastings and account queries — helping you find the answers you need, quickly and easily.
Can’t find what you’re looking for? Our team is always here to help
SHIPPING & DELIVERY
Why am I being charged so much for shipping?
Delivery charges are calculated based on factors such as your delivery location, order weight, stock availability and the region from which your order is fulfilled.
Some products may need to be fulfilled from a different region if they are not available at your nearest fulfilment location. This may result in additional delivery charges.
Free shipping is over R1,500. Why am I being charged?
Orders of R1,500 or more may qualify for free standard delivery, provided that the order meets all of our free-delivery requirements.
Free delivery is subject to factors including order weight, delivery location and product availability within the applicable fulfilment region.
Additional delivery charges may apply where an order needs to be fulfilled from another region or where the delivery address falls outside the qualifying delivery area.
LIQUID LOYALTY
Why haven't I earned Liquid Loyalty points on my order?
Liquid Loyalty points may take some time to reflect on your account after completing an online purchase.
Please ensure that you are logged into your Liquid Loyalty account when placing your order and that the correct contact details are used.
If your points have not reflected, please contact our Online Customer Support team with your order number and Liquid Loyalty details so that we can investigate.
How do I earn Liquid Loyalty points?
You can earn Liquid Loyalty points on qualifying purchases made through Norman Goodfellows.
To ensure that your points are allocated correctly, please make sure you are logged into your Liquid Loyalty account before placing your online order.
WINE & VINTAGES
What vintages of wine do you have available?
Wine vintages can vary depending on current stock availability.
If you require a specific vintage, please contact our Online Customer Support team before placing your order so that we can confirm availability.
Images are for display purposes only and do not necessarily reflect the current vintage
PACKAGING
How are online orders packaged?
All online orders are carefully packaged to help protect products during transportation. Packaging is selected according to the type, size and quantity of products in your order.
ORDERING
Why can't I order a product that I can see online?
Product availability can vary by region. Some products are only available from specific fulfilment locations and may not be available for delivery to your selected address.
Can I change or cancel my order?
Orders can only be changed or cancelled before they reach a certain stage of processing. Please contact our Online Customer Support team as soon as possible after placing your order.
DELIVERY
How do I track my order?
Once your order has been dispatched, you will receive a tracking link on email.
What happens if my order arrives damaged?
Please contact our Online Customer Support team as soon as possible and provide your order number and photographs of the damaged product and packaging so that we can investigate and assist you.
TAX INVOICES
How can I get a tax invoice for my online order?
Should you require a Tax invoice for your online order please contact our Online Customer Support team with your order number.