Member Care


Please email us at [email protected] or call us on 1300 811 066 with any returns queries.

Paul Kaan Profile Pic Reflection in wine 600x559

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 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, provide appropriate store credit to use on your next order, or refund the difference.

If the wine is faulty

If the wine is faulty (e.g. Corked) please retain the bottle and its contents. Just like any faulty item we need to confirm the fault, this helps us ensure I supplier are informed and working to minimise future problems. If necessary we’ll arrange return of the faulty item for assessment.

Contact us ASAP by email at [email protected] or call us on 1300 811 066.

If the wine is confirmed to be faulty we can replace it if available, offer store credit for use with your next purchase or refund the cost of the bottle.

If you change your mind

If you would like to swap wines over or decided that the wine was not to your taste, we will at our discretion refund in full any bottles returned to us (if we are satisfied they have been stored and handled correctly) with a deduction made for out of pocket credit card, freight and insurance fees. Appropriate handling and restocking fees will be charged.

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 2-3 business days of receipt of goods.