Frequently Asked Questions
You are welcome to call us on 1300 362 629 if you have any questions, or see below for answers to our most common enquiries.
IMPORTANT NOTE: You must be 18 years of age or over to order any wine from this site. All sales or conveyances of any liquor offered on this site are performed by licensed independent wineries or liquor merchants who under no circumstances sell or deliver to persons under 18 years of age. Wines will be delivered by Australia Post’s e-Parcel System or via Fastway Couriers. Goods must be signed for on delivery by a person 18 years of age or over. Should no-one be available at the shipping address able to fulfil this requirement the wine will be taken back to the nearest post office and made available for a pick-up. A notification of this will be left in your letterbox. Once again pickup must be made by a person of 18 years of age or over.
Placing your Order
What are your opening hours?
Wine People's customer service team can be reached between 8am and 8pm AEST during the week and between 9am and 6pm on Saturdays. You can browse and order from this website 24-hours a day, every day of the year.
How do I place an order online?
Once you have spotted a wine or case that you like the look of, simply click 'add to basket'; you can then continue to look for other wines to add to your basket in the same way. At the top of the screen you'll notice you can click on 'view basket' at any point to remind yourself what you've added - if you have a change of heart you can remove an item by clicking on 'remove'. When you are happy that you have made your selections you simply need to click on 'Checkout' where you will need to enter your payment and delivery details, or login.
What if I make a mistake with my order?
If you happen to make a mistake, we recommend you call us at the first opportunity on 1300 362 629 and an operator will help track down your order. You can also email us via the Contact Us page.
I'm new to Wine People online, how do I start?
Once you have added your wine choices to your shopping basket, you will need to tell us your payment and delivery details – it will only take a couple of minutes and if you choose to store them, you only need to do this once. At the 'Sign In' page, simply enter your email address and then choose a password. If you are on your way to the Checkout you will need to enter your billing address details. You can then enter different delivery addresses if you wish.
I've shopped online with Wine People before, what do I do?
If you have already shopped online with us, simply sign in using your email address and the password you chose. If you have forgotten your password you can click on 'forgot your password?' and we will email it to you. Should you no longer have access to the email address that is registered on your account or have any problems signing in please call our friendly web support team on 1300 362 629 or Contact Us.
Why do my cases sometimes arrive separately?
In order to ensure that you receive the wine on your order as quickly as possible we dispatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens – the rest of the order is not far behind.
How much does it cost?
These delivery costs are per case - up to 15 bottles can be packed in each case.
How long does it take?
97% of orders are despatched within 24 hours of submission and normally delivered within a week. Please allow up to 14 days for delivery to WA country, Tasmania and the Northern Territory.
Where do you deliver to??
You can arrange to have your wine delivered to most Australian addresses – orders cannot be taken for international delivery.
Who delivers your wine?
Delivery is handled reliably and efficiently by Australia Post or via Fastway Couriers.
What if I'm not at home when they deliver my wine?
If you are not at home when your delivery arrives and do not give specific delivery instructions. The delivery driver will leave a card indicating that they were unable to deliver your wine, with details on how to go about receiving your missed case. A reminder card will be sent to you after five days.
Cases not collected within 14 days of the initial attempted delivery will be returned to us and a Wine People Customer Service representative will contact you to arrange further delivery.
Can I specify a time for delivery?
Unfortunately we are not able to arrange for our carriers to call ahead on the day of delivery, nor are we able to arrange for a specified time of delivery. However, if you need the delivery of your order delayed until after a certain date we are able to organise this, simply Contact Us after you have placed your order.
What if my wine still hasn't been delivered?
If you have placed an order and you have not received it within a 14 days please call 1300 362 629 and we will seek to rectify the situation as soon as possible.
Can you deliver my wine to an Australia Post Parcel Locker?
No, unfortunately Australia Post will not accept wine deliveries to Parcel Lockers.
Which cards do you accept?
Wine People accepts Visa, Mastercard and American Express online, plus cheques from customers ordering via the post.
The Wine People Guarantee
Every wine is covered by the Wine People guarantee of enjoyment and Wine People will refund or replace wines that do not meet your expectations. If you don't enjoy any of the wines or you suspect that they may be affected by a quality issue please Contact Us. A friendly wine adviser will be more than happy to resolve the matter to your full satisfaction.
What is your returns policy?
Should you need to return any wine to us you should Contact Us to arrange a collection. Our carriers, Australia Post or Fastway Couriers, will then contact you to arrange collection and will usually collect within four days. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please Contact Us.
When will my next Wine Plan shipment arrive?
We will reserve a Wine Plan case for you approximately every 12 weeks and at Christmas. You will be able to preview your next case before it is shipped. Please refer to the Delivery section of FQA’s for more information.
Is there a membership fee to belong to a Wine Plan?
No, there's NO membership fee. And, we offer a 100% money-back guarantee. So, if you're not completely satisfied, you can cancel at any time.
What will I pay? How much will I save?
Because we buy direct, we can offer you boutique wines, without the boutique premium. Your special introductory case prices are for your first case. Future Experts' Choice Dozen deliveries (including reds-only and whites-only options) will be $179.99 plus delivery. The European Classics Club will be $189.99 plus delivery, the Big Reds Club will be $199.99 plus delivery and the Connoisseur Series will be $249.99 plus delivery. Save at least $50.00 off every shipment.
If I like a wine I received in my Wine Plan, can I order more?
Of course, go online or call us. Just keep in mind that many of our limited-quantity, small-estate wines sell out quickly. If that happens, our customer service team can definitely help you select a wine you're likely to enjoy just as much.
What if I'm on holiday when my next case is supposed to arrive? Or, if I have too much wine?
No problem. There is no commitment. You can delay delivery or skip a case altogether. Just go to your account online, call us or email us.
One of the wines in my upcoming case doesn't appeal. Can I switch wines?
Of course! You can change any number of wines within your case. Just give us a call or email us. Our wine advisors will help you choose something else.