Private Order / FAQ

What currency are my charges?
Canadian Dollars.

What’s included in the price?
Prices listed represent the LCBO retail price inclusive of agency fee, but excludes bottle deposit and HST that will be added on check-out.

Are prices subject to change?
Products on lusocape.com that are in-transit are subject to final price adjustment or change once the product lands in Ontario. The online featured price could be subject to change.

How do I order?
You can order through our website, by e-mailing us at sales@lusocape.com, or by calling us directly at 416.225.8005.

Do I have to open an account?
If you haven’t already created an account with lusocape.com, your first order does it automatically. Your account holds your purchase history and allows you to check out past and current orders. Your purchase history also allows us to give you a customized shopping experience and if you're interested, reach out to you with information about exciting new arrivals we think you'll enjoy.

Who can order?
Anyone older than 19 years of age can order as long as the delivery address is within Ontario. 

Customers may be asked to provide identification when collecting or receiving delivery and should have 2 pieces of government issued ID available. Customers accepting delivery of beverage alcohol may not be intoxicated.

Is the site user-friendly?
Shopping on lusocape.com is easy. Simply browse our wines & other products and when you see something you like, simply add them to the shopping cart. When you’re done adding items to your cart, review what you’ve ordered, and then go to checkout. At checkout, you’ll be asked to provide your name, address, billing and delivery details. Check your order in case you forgot something, and then submit. We’ll acknowledge receipt by sending you a confirmation email, complete with a list of your purchases, cost breakdown, payment and delivery details.

What about a refund?
All wines can be returned within 30 days of purchase for a full refund.

What payment options are available?
Lusocape accepts online mobile payments using Shopify. That means you have more ways to pay including VISA, Mastercard, American Express, PayPal, Apple Pay, Google Pay and others.

How fast will my delivery arrive? And how?
Lusocape offers wine that are only available by Private Order at this time. This means they ship from their suppliers and generally take 8-12 weeks to arrive. Once wines arrive in Ontario we ship by private delivery trucks or, in some cases by Canada Post, Fedex or any bonded approved LCBO delivery agent. If you are ordering multiple items, your order may require separate deliveries.

Do I have to be in to accept delivery?
All deliveries need to be signed for. If you aren’t around to receive your order, you’ll be left a notification on where to pick it up – usually the depot nearest to you. Remember, if you forget about it and don’t claim it, it will be returned to us and there will be a second delivery charge.

If your shipment is by private courier we will contact you regarding best time for delivery. If you aren’t available at the agreed time, a note will be left on how to get it rescheduled. Return deliveries will result in an extra charge.

Time to replenish?
Once you create your account with Lusocape, you can visit us anytime. We’re always open for online orders and since we have all your details and history securely on file, you can browse or buy at your leisure.

How do I cancel my order?
Cancelling your order once it’s in process (or transit) can be a bit tricky as it usually leaves our domain faster than you can say “cheers!”. However, we do accept returns provided you ship it back to us at your own expense. In the event that cancellation is required, contact cancel@lusocape.com and we’ll do our best to accommodate you.

What if my order is damaged en route?
We pack our wines to withstand their journey, and while damage is rare, it can happen. Lusocape understands this and we will replace or refund your order as quickly as possible. If your order arrives damaged, you have two options:

How secure is lusocape.com?
We wouldn’t ask you to share your personal and billing details if we didn’t have absolute confidence in our security. Our store is powered by Shopify, the world’s leading e-commerce platform with PCI DSS compliance, so you can trust us to keep your information safe. If you suspect your account has been accessed or you’re having issues logging in, please contact us.