Business Hours

Q: What are your business hours for the Contact Centre?

A: Our Sales Support team operates between 8.30am to 8:00pm (AEST) Monday to Friday for placing orders over the phone and enquiries.  If your call is not answered, please leave a voicemail message and we will return your call by the next business day.

Q: Are you open Public Holidays?
A: Our phone support is not open on Public Holidays however calls will be returned the next business day.  Orders can also be placed via on-line or email enquiries@winegrowersdirect.com.au 

Q: What are your hours during the Christmas and New Year periods?
During the Christmas and New Year period, our Sales Support team hours of operations are as follows:

Friday 23 December                                         8.30am to 5.00pm 

Monday 26 & Tuesday 27 December               CLOSED

Wednedsay 28 to Friday 30 December            8.30am to 6.00pm

Monday 2 January                                            CLOSED

Our normal Trading hours of 8.30am to 8.00pm will resume on Tuesday 3 January 2012.

We wish you and your family and Merry Christmas and a Safe New Year.

Deliveries

Q: What's the expected delivery times?

A: We will use our reasonable efforts to deliver your Products when ordered on by our online store to you within 7-10 days however our standard delivery timeframe for voucher purchases are14-21 days; however, we do not guarantee that we will deliver within this time frame. Delivery timeframe is from dispatch of order. An email will be sent to your email once your wine has been dispatched from our warehouse. 

Please note that if there is a problem with the delivery, or damage while in transit, we require an additional 5 business days from the time of re-shipping

Q: Special Delivery Instructions and weekend Deliveries?

A: Delivery will occur during normal business hours. In the event we cannot obtain a signature for receipt of your order these item(s) an advice to this effect will be left advising you of this either the location for collection or process for redelivery, depending on which freight provider is delivering your wine.  Proof of ID is required to collect your order or to arrange redelivery of your delivery.  If you choose to give "Authority to Leave your order", WGD can update the delivery docket accordingly.  In this case, should there be a problem with your delivery, WGD assumes no responsibility for replacing your goods as we strongly recommend you ask for a signature upon delivery.

Q: Can we pick up wine ourselves at depots?

A: WGD unfortunately does not have the facilities for collection from their warehouse.

Q: How do I know when my wine has been dispatched?
A: Once your order has been received and payment made in full, our warehouse will pick your order within 24 hours (this excludes weekends).  When your order has been dispatched from our warehouse, you will receive an email confirming the dispatch date with a tracking number which will allow you to track your orders progress once it leaves us to your door.  Should you not receive your full delivery within the specified time, please call our friendly call centre staff who will be happy to assist you.

Q: Only one of my items arrived, where is the other one?
A: Often your order may arrive at seperate times despite it being dispatched the same day.  Check your delivery to ensure it states "1 of 2" for example as this means the other items are still on their way.  This can be caused by our freight providers picking process and depot cababilities.  Please check your tracking order email to see where the balance of your order is, if you have not had any progress please call our office who will follow it up with our freight provider.

Q: Only one of my items arrived, where is the other one?
 Q: Only one of my items arrived, where is the other one?
 
Q: Can i change my delivery address after i have placed my order?
Please note that once you have placed your order, we cannot make any changes or change the delivery address.  So please take care to enter details accurately.
 

Stock

Q: What hapens if a product is Out of stock or an item is sold out?

A: Our office will contact you and offer alternative product(s) or the option to wait until stocks are replenished. Should this not meet with your approval an immediate credit will be offered.

Q: Where are you based and where is wine sent from?

A: All sales transactions take place at our main Operations facility in the Riverina, NSW.  All items are dispatched  from our second warehouse in Tullamarine, Victoria.

Freight

Q: Do you Charge Freight?

A: WineGrowers Direct prides itself on great wines for exceptional prices. To ensure we continue to maintain our "lowest prices" in the market our new freight rates, per case delivered to your door are;

• ACT $9.50
• NSW $8.50
• WA $15.50
• QLD $8.50
• SA $8.50
• TAS $8.50
• VIC $8.50

Please note we do not deliver to NT.  Pease contact our Customer Support team on 1300 836 340 for any support.

There are times when we will offer FREE FREIGHT on selected specials, so keep your eyes out for these!

Missing Items

Q: What happens if the wine is taken from the front door?

A: WineGrowers Direct Australia and the contracted courier company will not be held responsible for any missing goods when delivered without a signature. We suggest a signature be given for delivery of all goods at all times, unless directed otherwise by the customer.

If you choose to give "Authority to Leave your order", WGD can update the delivery docket accordingly.  In this case, should there be a problem with your delivery, WGD assumes no responsibility for replacing your goods as we strongly recommend you ask for a signature upon delivery.

Packaging

Q:  How many bottles in a case?

A: Cases come in all configurations, depending on if its a custom order.  Our standard cases are either 6, 12  and 15 bottles in a carton, however please ensure you check how many bottles are in the case offer before purchasing.

Email Offers

Q: How long are offers valid for?

All offers will have a start and end date, however generally an offer will be valid for 7 days, unless advised otherwise or until stocks have been exhausted.

Payment Options
Q: What are your accepted forms of credit cards?
A: For all on-line orders, we accept Mastercard and Visa only.  If you wish to pay via AMEX, please call our call centre to pay over the phone on 1300 836 340.  A surcharge of 2.2% applies.