Frequently Asked Questions

What can we expect during COVID-19?

 

We've partnered with a new and specialised wine distribution service, Wine Depot, who work with best couriers across Australia to quickly dispatch your orders. We respect that during lockdown stages all postal services nationwide may experience some delays due to COVID-19 so we ask for your patience during this time.

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We ask that you please provide your mobile phone number during the checkout process so that you can receive alerts from courier partners when your order is due to arrive​.

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What shipping options are there?

 

We offer Free Shipping Fast Delivery on all standard cases purchased through our Australian-based store.  We may charge a shipping and handling fee on smaller orders, twin packs, trials, promotions and new launches.

 

The paid shipping option will always use the best courier Wine Depot can request, and in certain Metro areas, delivery could be as quick as next day.  All orders can be delivered Australia-wide, with a few days in the deep rural areas.

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Where do you ship to?

 

This is our Australian-based online pop-up store which can take orders Australia-wide. Orders are restricted to recipients aged 18 or over. For New Zealand orders, please visit our New Zealand online store. 

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When will my order be shipped?

 

Pre-Orders 

Sometimes with special or new-release items we will run a pre-order sale. During these sales we’ll specify an expected delivery time on the relevant pop-up store page, as we ship all stock once orders have closed.

 

Standard Orders

Once you’ve placed your order you’ll automatically receive an invoice so you know your payment has been successful. As a general rule we process orders through our distributor every two working days; from there it can take two to five working days to receive your shipment. You will receive a tracking code, which will allow you to manage the shipping process!  If you have not received a non-preorder wine within seven working days please let us know so we can request tracking details from them.

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Please note with all orders, couriers will require someone of legal age to receive the wine (due to alcohol laws). The courier will leave a calling card in the situation that no one is home. Feel free to contact us if you have any questions.

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How do I place an order?

 

To place an order, simply scroll through our offers and select “Add to cart” when you would like to purchase. Once your cart has items in it, confirm the quantities to make sure you're happy with your selection. It's easy to update quantities and add or remove wine from your cart.

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Once you're 100% happy with what you'd like to order, simply follow the steps to provide us with your delivery and payment details. You'll automatically receive a receipt for your order which you can double check and save for future reference. The last step is sitting back and waiting for your wine to arrive! 

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What happens once I've placed my order?

 

You should receive an invoice by email not long after you place an order. If you don't receive one within an hour, please check your junk email and contact us if it hasn't arrived. From there, we pass your order details over to our friends at Wine Depot; you should receive a shipping notification from them once your order has been fulfilled.

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Where's the rest of my order?

 

Our wine is usually sold by the case or in special limited-edition release boxes - usually this means a box of six bottles unless otherwise specified. Because they are pre-packaged like this, each box receives its own shipping label and is shipped separately. This does sometimes mean that not all cases from your order will arrive at the same time, but never fear - the next case won't be far behind!

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What payment types do you accept?

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All major credit and debit cards are accepted, and we do take PayPal. Simply follow the steps prompted to complete your purchase. All orders will be confirmed via email. We take security and privacy very seriously, so all online payment methods are safe and secure.

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Does someone aged 18 or over need to place the order and accept the delivery?

 

​In order to receive your delivery, you must ensure that a person over the age of 18 years, and not under the influence of alcohol, is available at the Delivery Point to accept your delivery. Giesen Group reserves its rights to require its couriers to request the person accepting the delivery of suitable evidence of their age for verification purposes.

 

If suitable evidence of age is withheld or no person is present to accept delivery, Giesen Group's courier may refuse the release and delivery of an order. Such an event would be considered a failed delivery and would be subject to the normal procedure of failed deliveries for the courier company. 

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Can I buy a single bottle? How about a mixed case?

 

Sadly, no! The extra handling costs of our teams picking and packing single bottles or mixed cases means it would unfortunately be too expensive for most people to grab just one bottle. Most of our products are sold in their pre-packed cases of six bottles so we can keep your costs down. Sometimes we do very special release two-packs or mixed cases, but overall your best bet for buying small quantities is at your local supermarket or liquor store.

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Our 100% Satisfaction Guarantee

 

We are 100% confident that you will be completely satisfied with these wines. If you open a bottle and don't agree with us that this is truly sensational wine, simply put the bottle back in the case, tape it up to send back to us and we'll give you a refund. We will also cover the courier cost!

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Returns & Refunds

 

Simply contact us should you wish to return the goods. We'll be happy to help you!

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In the event that the product is broken during delivery, we will replace that product. Just take a photo of the goods you've received and contact us to get started. Please note that if our couriers notice a possible breakage during delivery, this can delay your delivery while they investigate. Please contact us for a tracking number if it has been more than seven working days since you placed your order.

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Delayed Delivery

 

Occasionally deliveries may be delayed through the courier service. This can sometimes be as a result of a larger event such as COVID-19, your parcel being routed through a particularly busy depot location, or if the courier company detects a potential problem with the package. Our deliveries sometimes fall into this latter category if the couriers suspect a bottle has been damaged.

 

In the case of damage during transport, the couriers will investigate in-house to determine if there has been a breakage. If this is the case, they will return the item to the sender (in this case Winedepot.com who are our Australian distribution partners), and Wine Depot will organise a replacement. We do endeavour to let our customers know if there has been a breakage in transit, but because the investigation process at the courier end can take some time, there is often a delay before we are informed about this. We do appreciate your patience in the rare instance that this occurs!

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Damaged Goods

 

If a parcel does arrive damaged, please do let us know straight away so we can request a replacement. If you’re able to send us a photo so we can log the problem with our distributors, we would really appreciate that too!

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Import & Trade Distribution

 

If you have any questions about the active liquor licenses used on this website or for any tax invoices you received during checkout, please contact us.

 

Please note, if your email address was accidentally entered incorrectly during the checkout process, you can request a copy of your invoice by contacting our team.  If you need to reach our trade partners, simply request their contact details using the contact form on this site.

Their postal address: 

C/- Ian Leckie,
The Leckie Group,

PO Box 3853, 
Mosman NSW 2088, 
Australia
Fax: 61280111273

DTC Liquor Licence Number: LIQP724001201

Trade Liquor License: LIQW880010160

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