Shipping and Returns
All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please allow 10-21 business days from date of order depending on your location. We appreciate your patience if there are dispatch delays during this unprecedented time.
DELIVERY
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Please note:
Delivery is FREE Australia wide excluding NT and some regional areas. We will review each order when received and if your delivery address is in the above exclusion areas you will be contacted and given the opportunity to part pay for freight, alternatively we may cancel the order and issue a refund.
Exceptions
We deliver to most places within Australia, except for some regional areas, dry communities and small islands. Please contact us at production@denowines.com.au if you need any further help or information.
Freight Partner/Time Frame
We will get your order prepared and will send it as soon as possible using our freight company. Your order will usually arrive at your delivery address in 3-10 working days.
International Shipping
Currently we do not ship Internationally. Please contact us at production@denowines.com.au if you need any further help or information regarding trade/ wholesale enquiries.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 12 days of receiving your shipping confirmation email, please contact us at production@denowines.com.au with your name and order number, and we will look into it for you.
Damage
In the event that your order arrives damaged in any way, please email us as soon as possible at production@denowines.com.au with your order number and a photo of the item’s condition. If we send you a replacement, we will endeavour to send you the same product if the product is still in stock. If the wine is out of stock, a substitute of equal to or greater quality will be provided, and you will be advised via email.
We address these issues on a case-by-case (pun intended) basis but will always try our best to work towards a satisfactory solution for all parties. If you have any further questions, please don't hesitate to contact us at production@denowines.com.au.
Delivery Instructions
In an ideal world it is always a good idea to use a delivery address where someone will be between 9am to 5pm on weekdays. However, we know life is busy and that isn’t always possible, when you place your order you can leave delivery instructions on your order to leave it at your property in a safe place. If instructions are left, please note we can’t take responsibility for any lost or missing items. If the delivery isn’t able to be left the delivery driver will leave a card and the order taken to a local holding location to wait for collection. An order not collected within 14 days of the initial attempted delivery may be returned to us, we will contact you to arrange re-delivery and payment of re-delivery fees, if required.
Cancellations
In the event where delivery is delayed beyond our control, we will notify you of the delay. If delivery is prevented for longer than a reasonable time, the order may be cancelled without liability to you. If you have a change of mind, please contact us as soon as possible. Please note, we cannot cancel your order without a cancellation and return fee. If for some reason you need to cancel your order please contact our team on production@denowines.com.au for further information.
Quality
If you are not satisfied with the quality of the goods you have received please contact us by email production@denowines.com.au.
RETURNS
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again before contacting us. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at production@denowines.com.au
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at production@denowines.com.au and send your item to: 252 Payneham Rd, Payneham, SA, 5070, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a credit note for the value of your return. Once the returned item is received, a credit note will be issued to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be advised of your return.
Shipping
To return your product, you should mail your product to: 252 Payneham Rd, Payneham, SA, 5070, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.