Order Issues
Problems ordering online
Should you encounter a problem when ordering online, please give our Customer Services team a call on 1300 206 466. Our team may ask you for any error messages received or details of your browser to help resolve the issue for you. If it’s out of hours you can leave us a message via our Contact Us page and we will call back during business hours at a convenient time for you.
Clearing your cache
Sometimes clearing your computer’s local cache can help with ordering problems – in your browser try navigating to ‘Settings’ then ‘history’ and finally ‘Clear browsing data’. This may differ slightly from browser to browser e.g. Chrome, Safari, Internet Explorer, Edge, Firefox, etc.
Where is the rest of my order?
We despatch each case as soon as it is ready. This means that orders for more than one case may be delivered separately, so the rest of your order should not be far behind. You can check the progress of each case in the Order History area of Your Account when signed into the website.
I've received the wrong wines
If your wines differ to the ones you originally ordered, we may have needed to change a few bottles to avoid delaying your order. On some occasions we may need to substitute your wines with a wine that is of equal or greater value (at no extra cost to you!)
My case has arrived damaged
Your wine should always arrive to you in perfect condition, but if any item has been damaged along the way please let us know and we will fix this for you immediately.
I haven't received my wine/order – where is it?
Our standard delivery varies depending on your location. If your order hasn't arrived within the expected timeframe, please contact us as soon as possible and we will fully investigate. 97% of orders are dispatched within 24 hours of submission and normally delivered within a week.
| State | Estimated Delivery Days |
|---|---|
| Sydney | 2-3 Days |
| Melbourne | 2-3 Days |
| Brisbane, Adelaide | 3-4 Days |
| Newcastle to Wollongong, ACT | 2-3 Days |
| NSW/Victoria Country | 3-4 Days |
| Queensland, SA | 4-5 Days |
| Perth, Tasmania | 7-8 Days |
| WA Country | 8-9 Days |
My case has gone missing/hasn't arrived
Every delivery is monitored using our computer tracking system so that in the rare event you have a query, our staff can let you know the precise location of your order. Simply call 1300 206 466.
How do I return wine I don't like?
Returning your wine is as easy as ordering. All we'll need is your membership details and where you would like us to collect it from. Contact us to find out more and arrange a suitable day for collection.
