Wine should make you happy! Sometimes things don’t always go to plan. Products can be faulty, or perhaps the wrong wine or a different vintage arrived. That’s ok, because we’ll help you through the return process.
At the end of the day we want you to keep coming back and tell your friends.
Cheers, Paul Kaan – Chief Wine Hacker, Wine Decoded.
I want to return my wine, what do I do?
Please email us at [email protected] or call us on 1300 811 066 with any returns queries. We’ll advise the best course of action based on the relevant issue. Any wines that come back out of packaging or not in their original condition will not be considered for refund, and may be shipped back to customer (Return shipping fees apply).
If you don’t have the original box, don’t worry, any box that fits the wine will do. To help out our drivers, we do ask that you ensure the box is in good condition, securely taped up and free from any dangerous materials, such as broken glass.
Please keep in mind that if, at the time of your purchase, you benefited from a discount or reward (for example, Free Shipping on 3 or more cases) and your return no longer satisfies the conditions on which it was granted, the discount or reward amount will be forfeited from your refund. Fair’s fair!
If the wrong wine is sent
We’ll help you return it and replace it with the correct wine at no cost to you.
If the wine is faulty
Because we ship wines as is, if the wine is faulty (e.g. Corked) we strongly urge customers to contact the manufacturer directly for replacement. However, we can offer this service on customers’ behalf: Simply ship the wine back to us and we will arrange for a credit from our suppliers. When this is complete, we will balance your account with the credit.
If you change your mind
If you would like to swap wines over or decided that the wine was not to your taste, we would be happy to refund in full any bottles returned to us (if we are satisfied they have been stored and handled correctly) with a deduction made for our initial freight and insurance fee. This will vary dependant on your location.
How long will my refund take?
Please note we are unable to process refunds until the wines are received in good condition although most refunds will be processed within 24 hours of receipt of goods.