FAQ - Updated
Thank you to each one of you who has reached out with questions and comments. We will routinely post updates as the situation continues to evolve. We appreciate your support!
Is K&L open for business? Our website KLWines.com remains open for business, but we have temporarily closed the walk-in retail floor in San Francisco, Redwood City, and Los Angeles. At this time, you may place orders or consolidate existing orders online and schedule shipping via several options: Local Delivery offers a fast option at a low or no cost for those in our local delivery areas. Common Carrier is available for nationwide shipping to states that permit it. We also offer Curbside Pickup from 11am-6pm each day.
How can I get my will call orders delivered? Delivery remains an option for your will call orders if you don’t want to use our Curbside Pickup option (11am-6pm each day). For customers in the Bay Area and Los Angeles, any new Local Delivery order will automatically prompt you to include currently held will calls in your delivery batch at no additional charge. Those orders can be added on the page where you schedule your delivery. If you simply want to have your existing will calls delivered to you without placing a new order, please note the following instructions: Held will calls totaling $1000 or more can be delivered at no charge, and our website offers this as a self-service option on the Delivery Scheduler page. If your held will calls are underneath that threshold, one of our customer service reps would gladly assist you. Presently we don’t have a self-service option for delivering will calls under $1000, aside from the process of adding them on to your next Local Delivery order. We’re planning to add that feature shortly.
Will you be offering curbside pick up? Yes - we are now offering Curbside Pickup each day from 11am to 6pm.
Can you describe the process of curbside pick up? You can pick up orders that are already marked as “ready for pickup” — When you arrive, you’ll enter your K&L parking space number and then link that up with your Order Status page online. It will show everything that’s there and ready for you at the location. The “ready for pickup” email will also offer the same options along with instructions. In order to deal with the large volume of new orders, we are continuing to pick and process transactions on a first-come, first-served basis. Therefore, please ensure you’ve already received a “ready for pickup” email prior to showing up. You’ll need a separate trip (or delivery) for orders not marked “ready” at the time you arrive. We will do a no-contact ID check and your orders will be dropped off adjacent to your car.
How long will K&L’s retail locations remain closed? At this time, we don’t have a firm answer on a possible date for the reopening of the sales floor. Obviously the government directives are the major factor in this decision. Additionally, the increase in online orders has required us to use a tremendous amount of space in all the locations for fulfillment. A green light from the counties would kick off quite a bit of maneuvering to carve out space for the floor to reopen. We cannot wait to greet you again in person, and we will continue to work toward reopening as soon as it’s a safe and viable option.
I store my wines at K&L’s onsite lockers. Can you update me on the situation? First - thank you for your patience during these times. We understand your frustration. In Redwood City and San Carlos, we expect access to reopen very soon and we will update you quickly when they open back up. The wait is almost over. Unfortunately in San Francisco we do not have a safe option for access, as we’ve had to take over the space near the locker entrance to manage our delivery business. We are working on several possible solutions and remain dedicated to solving this, including helping customers who wish to fully vacate their entire locker. Please stay tuned for additional information.
We’d like to thank each of our valued customers for your support during this time. K&L is a family business, and we view our staff as part of our family. The health and safety of our extended family and community have been at the forefront of our thoughts, and we’ve tried our best to make good decisions regarding safety and strategy throughout this process. We hope to see you very soon, as we miss all the familiar faces at the stores. Thanks so much for your patience and understanding as we navigate our way through the next chapter.