Ordering
What are your opening hours?
YourWines™ customer service team can be reached between 8.30am and 5pm AEST Monday to Friday. You can browse our website 24-hours a day, every day of the year and place an order at your convenience.
Q. How do I place an order online?
A.
- Once you have selected a wine that you like the look of, simply click 'add to cart'; you can then continue to look for other wines to add to your cart in the same way.
- At the top of the screen there is a shopping cart icon and if you click on this you will see what is in your cart.
- If you want to change your order you can amend the quantity or remove the item.
- When you are happy that you have made your selections you simply need to click on 'Checkout' where you will need to enter your delivery and payment details
Q. I have made a mistake with my order. How do I correct it?
A. If you make a mistake send an email to customerservice@YourWines.com.au. We will locate your order, make the changes and keep you updated with progress.
Delivery
Q. How much does delivery cost?
A. Our delivery costs are calculated per case - up to 12 bottles of wines or spirits will be packed in each case. 24 bottles of beer or cider will be in 1 case.
Delivery charges per case will be $8.95 to all areas with the exception of TAS and select remote areas which incur a $20 surcharge.
Q. How long does it take for my order to arrive?
A. We aim to despatch all our orders within 24 hours. Our deliveries will normally arrive with the following timeframes:
Metro areas
- VIC 2-5 Business Days
- NSW/ACT/SA 2-5 Business Days
- QLD/TAS 3-6 Business Days
- WA 5-9 Business Days
Country / Rural
Please allow up to 3 additional days for country and rural areas.
If you have placed an order and you have not received it within 14 days please email us at customerservice@YourWines.com.au and we will seek to remedy the situation as soon as possible.
Q. Which parts of Australia do you deliver to?
A. We deliver wine to all states in Australia, except the Northern Territory. YourWines™ will not deliver to areas that are classified by the Australian Government as dry zones or Australian Islands that are classified as in International Waters.
We will not deliver to the following restricted areas: 4605, 4713, 4816, 4830, 4871, 4874, 4876 and 4895. Please note that locations can be added or modified from time to time.
Q. Do you ship internationally?
A. YourWines™ does not currently offer deliveries to international addresses.
Q. Can you deliver to my PO Box?
A. Yes
Q. What happens if I am not at home to accept my delivery?
A. If you are not at home when our delivery partners attempts delivery your order will be left according to your delivery instructions.
If you did not give specific delivery instructions and your order is being delivered by Australia Post then they will leave a card indicating that they were unable to deliver your order. Your order will be returned to the nearest Post Office for collection. A reminder card will be sent to you after five days. Orders not collected within 14 days of the initial attempted delivery will be returned to us. We will contact you to arrange further delivery.
If your order is being delivered by Fastway they will leave a calling card with the courier’s phone number so you can arrange re-delivery at a time convenient to you. The courier will hold your order for five days. If you have been unable to arrange re-delivery with the courier your order will be returned to us and a YourWines™ Customer Service agent will contact you to arrange re-delivery.
Q. Can I specify a time for delivery?
A. Unfortunately our carriers are unable to call ahead on the day of delivery. We are also not able to arrange for a specified time of delivery.
Q. How do I know when my order has been dispatched?
A. When your order is dispatched from our warehouse, you will receive an email confirming the dispatch date along with a tracking number and details of our delivery partner. These details will help you to track the progress of your order on their website until it reaches your door. Should you not receive your full delivery within 14 working days from your order dispatch date, please email us at customerservice@YourWines.com.au and we will seek to remedy the situation as soon as possible.
Payment
Q. What payment do you accept?
A. We accept payment by Mastercard or Visa. We also accept payment by PayPal.
Q. I'm worried about paying with my credit card on the internet.
A. When you place an order on our website, we use Secure Sockets Layer (SSL) protocol with a 256-bit certificate. The SSL software encrypts all information transferred between our web server and your computer and is the most powerful level of encryption currently available for commercial web sites.
My Account
Q. How do I create an account?
A. Simply click on the Register icon at the top of the page, complete a few details and your account will be created. Having an account will allow you to browse your previous order history and keep up to date with our special offers.
Q. How do I edit my information?
A. Log in by clicking on the ‘Sign in’ icon at the top of the page. Then click on ‘My account’ and this will take you to your profile where you will be able to amend your details.
Q. I have forgotten my password.
A. This is not a drama and easily rectified. To receive a new password click on the ‘Sign in’ icon at the top of the page and then click ‘Forgot your password?’. Enter the email address that you created your account with and we will send you a new password.
General
Q. How can I keep updated on special offers?
A. If you have created an account we will send you details of offers that we think may be of interest to you. We will not bombard you with offers or emails but will send you a couple of offers a month. You can opt out of receiving offers at any time by sending us an email to customerservice@yourwines.com.au.
If you do not have an account you are able to subscribe to our offers by giving us your email address. You can do this at the bottom of any page.