Your Questions Answered
TRADING HOURS
Q: What are the trading hours for the Richmond Tasting Room and Store Front?
A: Our Richmond outlet is open for purchases and tastings during the following hours:
Monday to Tuesday: 10:00 AM - 6:00 PM
Wednesday to Friday: 10:00 AM - 6:30 PM
Saturday to Sunday: 10:00 AM - 5:00 PM
Q: What are the trading hours for the Call Centre?
A: The 1300 number will only be answered between the hours of 8:30 AM and 7:00 PM EST Monday to Friday for placing orders and enquiries.
We have also extended our trading hours and operate weekends between the hours of 9:00 AM and 4:00 PM EST.
DELIVERY TIMEFRAME
Q: What is the turn-around time to receive an order?
A: We ask that you please allow 7 - 10 working days for delivery.
FREIGHT
Q: Do you charge freight?
A: Get Wines Direct charge a flat fee of $9.00 per carton Australia-wide for delivery. As we use Australia Post as our preferred carrier, you are more than welcome to have your orders delivered to a home, work or PO Box address - which ever is most convenient for you.
SHIPPING
Q: Who is your contracted courier service?
A: Due to the vast distances throughout Australia, we use Australia Post as our National courier service. Please note: For some rural and semi-rural areas, delivery may not occur to your door and your consignment may be referred to the local post office for collection.
Q: Special Delivery Instructions and missing goods.
A: Delivery will occur on weekdays only. If the event Australia Post cannot obtain a signature for receipt of your order, your consignment will be carded to a local Delivery Centre or Post Office; a notification card will be left advising you of this location for collection. Please note that Australia Post will not re-deliver once an item has been carded awaiting collection.
In the event you will not be home at the time of delivery, you are welcome to select special delivery instructions that have been provided by Australia Post, giving authority for the wine to be left on the premises should you not wish to collect your order from the Post Office. Please note: Get Wines Direct and Australia Post will not be held responsible for any missing goods when authority has been provided for your goods to be delivered without a signature.
Q: Do you ship Internationally?
A: Due to licensing restrictions we are unable to ship internationally. Should you wish to place an order from overseas for delivery within Australia, please email info@getwinesdirect.com and we can have this arranged for you.
PACKAGING / DAMAGE IN TRANSIT
Q: How many bottles are there in a Carton?
A: There are 12 standard bottles in a carton, however please note that Magnums (1lt bottles) and Piccolos (24 x 87ml/375ml bottles) are shipped in 6 pack sized cartons.
Q: What if my wine has been damaged in transit?
A: Any damages sustained in transit are completely covered by Get Wines Direct and will be refunded back on to your credit card.
REFUND POLICY
Q: What is your refund policy?
A: Get Wines Direct offer a 100% Money Back Guarantee on all of our products, within 12 months of purchase.
We have a two (2) bottle policy on straight dozen buys. You are welcome to sample two bottles of that particular product, and if the product is not suitable to your palate, collection will be organised for the 10 remaining bottles free of charge, and full refund for the 12 bottles will be arranged.
If any more than two (2) bottles are consumed, Get Wines Direct will only refund for the unopened bottles that are being returned.
Delivery fees and credit card surcharges will not be refunded due to quality or incorrect online ordering that result in delivery and are not cancelled prior to dispatch.
BONUS ITEMS: Bonus items are a gift that may be received upon the purchase of a particular product (e.g. buy one get one free promotion). Bonus items must be returned with the original carton purchased. If you wish to retain the bonus item, the difference in cost of the bonus item will be deducted from the original purchase amount.
Get Wines Direct will not be held responsible for wine / wines that are stored incorrectly.
Collection from a private residence may not occur in some rural/semi-rural areas.
Once your order has been returned to our warehouse, a refund will be processed immediately and a copy of your credit adjustment note will be on forward to you directly via email. Please anticipate 2 to 3 business days for the refund to appear in your account.
Please note: Should Australia Post be unsuccessful in contacting you after two attempts in relation to the pickup and return of your order, the collection request will be cancelled by Australia Post. Should you wish to re-lodge another collection attempt, Australia Post will charge a $6.83 re-lodgment fee.
COLLECTING ORDERS
Q: Can I place a phone or web order and personally collect the goods from the Richmond outlet?
A: Unfortunately as we do not have the facilities to do so, we are unable to hold pre-paid orders for collection from our Burnley Street outlet. All phone and web orders will be shipped and delivered via Australia Post.
Should you wish to collect your order from our Burnley Street outlet, please simply come on in and purchase direct from the bar. The beauty of this being you may sample the products before you buy.
PRODUCT UNAVAILABILITY
Q: What happens if a product within my order sells out?
A: Our office will contact you as to offer alternative product(s). Should this not meet with your approval an immediate credit will be processed back on to your credit card as we opt not to keep credits in lieu.
$2 Donation
Q: What is the $2 Donation for?
A: Recently I had the privilege of meeting an amazing man called Nick Duggan and his wonderful family. Nick is a local businessman on the Sunshine Coast and is currently suffering from a disease (Coccidioidomycosis Meningitis) that Australian doctors cannot treat and his Health Insurance will not cover. This donation is to assist him and his family.
Nick and his family have lost their business, their cars and their home. But their family unit and will to live remains strong. With no assets and the insurance companies denying financial support Nick is relying on the kindness of friends, family and complete strangers to help fund his trip to the US to receive the only medical treatment available for this condition, and the only opportunity left to try and save his life.
I have been truly inspired by this families story and am sharing this with you as I think it needs to be shared. Normally I would not put this sort of information out there but I am personally doing whatever needs to be done to help Nick and his family. Starting today Get Wines Direct will be adding to each order the opportunity to choose whether or not you would like to assist with a $2 gift donation to raise money for Nick Duggan's medical expenses. If you don't wish to donate simply choose this option when placing your order online. The option for the $2 gift donations are available with online orders or let our call centre staff know you'd like to give $2 when you phone orders through.
To find out more about Nicks struggle read please visit: www.millionto1.org or go to
http://www.sunshinecoastdaily.com.au/story/2011/10/19/nicks-fight-for-life-nick-fights-for-his-life/
On behalf of the Duggan family I thank you and hope that together we can help get Nick well again before time runs out.
Regards,
Tony Sells