Free shipping on all orders over $250

FAQs

Business Hours

Q: What are your business hours for the Customer Support?

Our Customer Service team operates between 9am and 5pm (AEST) Monday-Friday
Our Sales team operates between 9am and 6pm (AEST) Monday-Friday

Q: Is Customer Support available on public holidays?

Our Customer Support team is not open on national and NSW public holidays; however, you can leave a message or email us at enquiries@winegrowersdirect.com.au.

Your WineGrowers Direct account 

Q: I am an existing WineGrowers Direct Customer and I am having trouble logging in

We've recently launched a new and improved website, in an effort to provide you a better, easier and more convenient online wine purchasing experience.

For security and privacy reasons, we were unable to migrate your account to the new site and you will be required to set up a brand new account.

The process is really easy. All you need to do is visit our 'Create Account' page, enter your details, set a password and hit 'Submit'.

You will then receive an email inviting you to activate your new account. Just click on the link, re-enter your password and you are good to go.

As always, if you have any questions, please get in touch with our Customer Service Team at enquiries@winegrowersdirect.com.au or call us on 1300 836 340.

Deliveries

Q: When should I expect my delivery to arrive?

We aim to deliver your product within 7-10 days of placing your order.

Please note that if there a problem with delivery, for example the product is damaged while in transit, we will be in touch to advise of a new delivery window.

To ensure that there are no unnecessary delays, please keep your contact details updated in our database at all times.

Delivery estimations are calculated from the time an order is dispatched from our warehouse.

Q: Are there special delivery instructions for weekend deliveries?

Australia Post only delivery during regular business hours and require a signature on receipt confirming the order has been received. In an event Australia Post cannot obtain a signature, or if you are not there to receive the order, a Attempted Delivery notification will be left letting you know which Australia Post office or Delivery Centre the parcel has been transferred to. When collecting your order, please note that you will need to provide your proof of identity to collect your order. If you are collecting a parcel on behalf of someone else, the authorisation area on the card must be completed.

While placing your order, if you have given Australia Post the authority to leave the order at your delivery address without a signature, your wine should be left in a safe location at your address. If the delivery person did not deem the location as safe to leave alcohol related products (For example, due to children playing in the area), the product will be returned to the nearest Australia Post office or Delivery Centre and an Attempted Delivery notification left instead. 

Q: Can we pick up wine ourselves from your warehouse?

Sorry! Customers are unable to collect orders directly from our warehouse.

Q: Only one of my items has arrived, where is the other one?

Your order may sometimes arrive at different times despite it being dispatched from our warehouse the same day. Check the label on your package to ensure it states "1 of 2" or "2 of 2", which means the second part of your order is on its way. This can occur because of different delivery processes and depot capabilities. You can also refer to your dispatch delivery email to track the progress of your remaining order. If in doubt, please feel free to call our Customer Support team on 1300 836 340 and we will inquire about your remaining order.

Q: Can I make changes once my order has been confirmed?

Contact our Customer Support team on 1300 836 340 within 2 hours of order confirmation. We are unable to guarantee changes if your order has already left our warehouse or awaiting departure.

Stock

Q. What happens when a product is out of stock or sold out?

In case a product is out of stock or sold out, you will be contacted via email or phone by our Customer Support team to either set an expectation as to when we will be back in stock or be offered an alternative product. Should neither of these options meet your requirements, we will offer an immediate credit to be used on any product, anytime or refund your order via the payment method you used at the time of the order.

Q. Where is my order processed and dispatched?

All sales transactions at WineGrowers Direct take place at our main operations facility in Surry Hills, New South Wales.

Freight

Q: Do you charge a delivery fee?

Yes. WineGrowers Direct delivery is $8.95 per case to most locations. Enter your postcode at the checkout to determine delivery costs to your address.

WineGrowers Direct is also happy to offer free delivery on orders over $250. Orders must be equal to or above $250 after any discounts have been applied to be eligible for free delivery.

We do not deliver to the Northern Territory. Please contact our Customer Support team on 1300 836 340 for more information.

 

Q: Do you deliver to PO Boxes?

Yes, just please be clear what the PO Box number is and at which Post Office it is located.

Missing Items

Q: What happens if my order is stolen from the front door?

WineGrowers Direct and Australia Post are not responsible for any missing or stolen goods when you specifically give us the authority to leave a product at a given address without a signature. This authority is given to us upon placing your order. We advise strongly that this option is not used and a signature is given for delivery of all orders.

Packaging

Q How many bottles are there in a case?

Our standard cases contain 6 or 12. Please check the offer details to confirm the number of bottles in each case is as expected before you place an order. 

Payment Options

Q: What are your accepted forms of payment?

For all web orders, we accept Mastercard, Visa, American Express or PayPal. Payment via PayPal cannot be accepted when ordering over the phone.