OUR FAQ'S MAY HELP
USING OUR WEBSITE
How do I register for an online account?
Click the Icon with the '+' at the top right section of the website next to the shopping cart. You will be taken to a page where you can log in to your online account or register a new account if you don’t already have one. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.
Can I save a list of my favourite items to a Wish List?
Yes, once logged in, you'll be able to add products to your Wish List by clicking the Heart Icon on the right of the add to cart button. Once logged in, you can view your Wish List here.
What do I do if I'm having problems checking out?
The first thing to do is to check your address. You will not be able to check out if your address is not populated accurately for the billing and shipping details. The shipping address must be an Australian address only. Finally, double-check your postcode. If all this fails, please reach out via our LiveChat in the bottom right-hand corner of the screen or give us a call on 1300 089 463 and we will sort it out for you.
How will I know if my online order was successful?
After you complete your payment details (second step in the checkout), you will be taken to an order screen upon successfully completing checkout and also receive an order confirmation email.
How can I chat in real-time with you during business hours?
Our live chat network allows you to talk to us via our website. You will need to provide your name and email address. It is active 8 am-6 pm AEST weekdays and extended hours during peak times. For anything outside this time, leave a message and we will get back to you as soon as possible.
How do I place my order online?
Please place your order online. This website has 256-bit SSL encryption to protect your identity and payment information.
Alternatively, you can order over the phone by calling 1300 089 463 to speak with one of our team members or email email@example.com.
Can I change my order?
If you would like to adjust your order, please email firstname.lastname@example.org or call us on 1300 089 463 and speak with one of our team ASAP. We will be able to assist if your order has not been shipped, so be quick.
Can I place an order from overseas?
Yes, overseas customers can purchase items for delivery in Australia. We currently only facilitate bulk orders to selected countries outside of Australia please email for details email@example.com.
Can I cancel my order?
Should you wish to cancel your order, please email firstname.lastname@example.org or call 1300 089 463. Orders can only be cancelled provided they have not been processed for delivery.
What is the minimum order amount?
There are no minimum order amounts. Wine, champagne and spirits are sold as individual units.
What currency are your prices?
All our prices are in Australian Dollars (AUD).
To what areas do you deliver?
We are based in Sydney CBD and provide a fast delivery service to Sydney. We are able to deliver to 92% of Australia. Please see our Delivery Information page for additional details.
How long will my delivery take?
Please refer to the Delivery Information page for delivery estimates.
Can the driver contact me on arrival?
Unfortunately, this service is not provided by most of our courier partners. If no one is present at the delivery address, they will leave a card to arrange a redelivery or a collection point. You will receive an email with a tracking link when your order is dispatched, you will be able to track the delivery stages online.
I need a last-minute delivery; how does this work?
4-hour delivery is available in the cart for customers who are shipping an order to Sydney Metro, between 7 am-2 pm. If you have a more specific delivery request, please contact us. We will endeavour to meet your delivery requirements.
How is my order protected during transit?
We carefully package all wine, champagne and spirits bottles before delivery to minimise breakages. During periods of extreme heat or adverse weather, our logistics team members will hold any deliveries they deem at risk to heat damage in transit. Customers will be notified if their parcel is held for protection.
What happens if a bottle breaks during delivery?
In the unlikely event of a bottle breaking during or at the time of delivery, we will happily provide you with a replacement or refund.
GIFTS & EVENTS
I'd like to buy something special or different, but I'm not sure what. Can you suggest something for me?
Our Gift Finder page allows you to filter a list of products depending on category and occasion. It is the perfect tool for when you just don't know what to get!
I'd like to send my items as a gift how does this work?
When checking out, simply enter the gift recipient’s name, address and phone number in the delivery details. You can also include a personalised gift message by purchasing a greeting card with your order.
If you would like to place an order for different items going to multiple addresses, please select 'Check Out with Multiple Addresses' button - located below the 'Proceed to Checkout' button and follow this process:
- When making an order that you'd like to send to multiple addresses, add the total number of items to your cart. Once all required products are added to the cart, click 'Proceed to Shopping Cart'. Once in the cart, review the products that have been selected and if ready to proceed, click the 'Check Out with Multiple Addresses' button which is below the main 'Proceed to Checkout' button.
- After clicking through, this page determines where each item is going to be shipped. On the bottom right, enter the required number of shipping addresses and return to the Multi Address Shipping page. The drop-down box allows you to assign a different address to each item in the cart. After each item has the correct address assigned in the drop-down box, click 'Go to Shipping Information'. Here you'll be able to select a shipping method for each address, some may not appear because they are driven by the postcode that the parcel is going to. In this step, there is also an option to have a gift card added per address. If you require multiple gift cards going to the same address, please contact us. Finally, click 'Continue to Billing Information' and follow the usual checkout procedure from here. If you have any further questions or issues, please don't hesitate to reach out via our LiveChat in the bottom right-hand corner of the screen.