Where do you deliver?

We deliver to addresses throughout the United Kingdom. We don't currently ship internationally - but if you have a special request, drop us a line and we'll see what we can do.

How long does delivery take?

We aim to deliver within 2 working days of your order. Orders placed before 11am Monday to Thursday are usually dispatched the same day. Orders placed over the weekend or on bank holidays are processed the next working day.

How much is delivery?

Delivery is for standard orders, and free on orders over £90. Exact charges are always shown at checkout before you pay.

What happens if I'm not in when my delivery arrives?

Someone aged 18 or over needs to be available to receive the delivery and show ID if asked. If nobody's in, our courier will leave a card and arrange redelivery. You can also add delivery instructions at checkout (for example, “leave with neighbour at no. 42”) - though please note that if you ask for your wine to be left somewhere unattended, we can't accept responsibility for loss or damage after it's been delivered.

Can I send wine as a gift to a different address?

Absolutely - just enter the recipient's address as the delivery address at checkout. Remember the recipient must be 18 or over and may be asked for ID. We don't include prices on our delivery notes.

My delivery is late - what should I do?

First, check your dispatch email for tracking details. If your order still hasn't arrived within the expected window, email us at wine@australianvintners.co.uk with your order number and we'll chase it with our courier straight away.

Damaged, faulty, or incorrect items

If a bottle arrives damaged, is corked or otherwise faulty, or if your order is incomplete or incorrect, contact us at wine@australianvintners.co.uk within 5 working days of delivery with your order number and a photo of the issue. We will send a replacement or issue a full refund for the affected bottle(s), and you won't normally need to return anything to us. Where a return is needed, we'll arrange and pay for collection. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Cancellation

Under the Consumer Contracts Regulations 2013, you may cancel your order for any reason within 14 days of receiving it, and you then have a further 14 days to return the goods. To cancel, email wine@australianvintners.co.uk with your order number and a clear statement that you wish to cancel.

Return conditions

To be eligible for a refund under our change-of-mind policy, bottles must be unopened, sealed, undamaged, and in their original packaging, and returned as complete cases where sold as such. Proof of purchase (your order number or confirmation email) is required. Please do not return wine directly to the producer.

Return shipping

Unless the goods are faulty, damaged, or sent in error, you are responsible for the cost and risk of return shipping. We recommend using a tracked service and packaging bottles securely - ideally in the original packaging, which is designed to protect them. Original outbound delivery charges are refunded only where required by law (for example, where you cancel the entire order within the statutory period, we refund standard outbound delivery but not any premium delivery upgrade).

How refunds are processed

Once we receive and inspect your return - or, for damaged or faulty bottles, once we've reviewed your photos - we'll email you to confirm your refund. Refunds are issued to your original payment method within 14 days, and usually much sooner. If your refund hasn't appeared after this time, check with your bank or card provider first (processing times vary), then contact us and we'll investigate.

Exchanges

We replace items where they are defective, damaged, or sent in error. If you'd like to exchange for the same wine, email us at wine@australianvintners.co.uk and we'll arrange it.

Items we can't refund

We are unable to refund: opened or unsealed bottles (unless faulty), gift vouchers, and items returned more than 28 days after delivery. Items returned in a condition that prevents resale for reasons not due to our error may receive only a partial refund.

Gifts

If your order was marked as a gift and sent directly to you, we'll issue a credit for the value of the return once received. If the order wasn't marked as a gift, the refund will go to the original purchaser.

Questions

If anything here is unclear, or your situation isn't covered, email us at wine@australianvintners.co.uk - we're a small team and we'll always try to find a fair solution.