Sometimes things don’t always go to plan. Products can be faulty, or perhaps the wrong wine or a different vintage arrived. That’s ok, because the following procedures will ensure you get the resolution required.
Here’s how it works:
If the wrong wine is sent
We will email you a barcode that can simply be attached to the top of the box and returned to the nearest Post Office. The label is pre-paid, meaning all you have to do is drop it off and instruct the P.O. to send back to us.
If the wine is faulty
Because we ship wines as is, if the wine is faulty (e.g. Corked) we strongly urge customers to contact the manufactorer directly for replacement. However, we can offer this service on customers’ behalf: Simply ship the wine back to us and we will arrange for a credit from our suppliers. When this is complete, we will balance your account with the credit.
If you change your mind
If you would like to swap wines over or decided that the wine was not to your taste or satisfaction, please contact us to obtain a return label at a cost of $10. For an additional $10 ($20 total), we can arrange for Australia Post to collect from your residence provided someone who is over 18 is at home at time of pickup. Wines returned must be in their exact identical condition as when we shipped them out. Any wines that come back out of packaging or not in their original condition will not be considered for refund, and may be shipped back to customer (Return shipping fees apply).