FAQs
THE BASICS
What is a Secret Wine?
A Secret Wine is an offer by us of a fully labelled and branded wine from a premium producer that you can purchase at a discount of up to 75%. To protect the winery’s brand in the broader market and in return for the deep discounts we are able to offer, we are obligated to not advertise or reveal the winery’s name until your order reaches your doorstep.
Subscribing & Registration
Subscribing enables you to receive our offers of Secret Wines regularly, by email, each week.
The secure One-Time Registration enables us to capture your particulars, including delivery address and any instructions, to facilitate your purchases from Vintners Direct.
Having these details registered with us will facilitate future purchases through a simple one-click ordering process.
You must complete your Registration before a purchase can be made.
What payment methods do you accept?
We accept payment by Mastercard, VISA, and Amex cards. We also accept payment through PayPal.
How will my wine be shipped to me?
Our wines are shipped to you through Australia Post.
Do you deliver anywhere in Australia?
We ship across all of mainland Australia, excluding the Northern Territory.
How much will I be charged for delivery?
Shipping is calculated at checkout, but FREE when you spend $350 or more in one transaction.
What should I do if my order is delayed\does not arrive?
Our wines are in stock, in our warehouse, when we offer them for sale on our website or through our regular email offers.
Your order will normally be dispatched the same day and no later than two business days from the order date.
You will be sent an email advising you of the tracking number when your order is dispatched. Use this tracking number to follow your order through the Australia Post website at www.austpost.com.au.
Please always check the Australia Post website, and also with your local Australia Post Office in case they are holding your parcel there, for an update on your order BEFORE contacting us.
What happens if I am not home when my wine is delivered?
Providing the Australia Post delivery driver deems your premises sufficiently secure, Australia Post may leave your delivery at your nominated delivery location. Alternatively, Australia Post will leave a card advising you that your parcel will be available for collection from your local Post Office. We recommend you check the Australia Post website to confirm the specifics or their delivery policy which may change from time to time.
What should I do if my delivery is damaged?
If your delivery is damaged, please contact us at sales@vintnersdirect.com.au with specifics of the issue and your contact details. Our policy is to credit you for the damaged bottle(s) or, if we deem it more practical, to replace the damaged goods.
Can I collect my order?
No. The terms of our liquor license do not permit collection by customers from our warehouse.
ORDERING
Do you accept orders over the phone?
No, we do not take phone orders. The only ways to place an order are through our secure website and by using the links to our website ordering system provided in the offers we email to subscribed customers each week (our regular Secret Offers).
Can I re-order a wine I have purchased previously from Vintners Direct?
Absolutely, providing we haven’t sold out. Refer to our website to confirm which of our products that are still in stock.
How do I know Vintners Direct has received my order?
After placing an order, you will receive a confirmation email with a tax invoice for your purchase. Please check the details to ensure they are correct and that your account information with us is up to date. Don’t forget to check you spam folder for our confirmation email.
Can I cancel my order?
Yes. Simply contact us at sales@vintnersdirect.com.au to do so.
Will I be charged Credit Card payment or other fees?
Vintners charges a fee of 1.5% to cover a portion of the costs incurred in providing Credit Card and other payment services and in the administration and processing of orders. This fee, like shipping charges, is calculated at checkout.
RETURNS
What is the Vintners Direct return policy?
If you are unhappy with the wine you have purchased, please contact us and we will issue a full credit.
We will also provide you with an Australia Post label so you can return the stock free of charge.
MISCELLANEOUS
When do your offers expire?
Our offers expire as soon as we sell out. They will generally not last very long because of our very attractive pricing and the limited volumes available. Best be quick!
Are there any restrictions on my ability to buy wine from Vintners Direct?
Yes. You must be 18 years of age.
What is the Vintners Direct Privacy Policy?
You can find our privacy policy here.
I have a question that is not covered by the FAQ's. What do I do?
Feel free to reach out to us at any time during business hours at sales@vintnersdirect.com.au or here.