Shipping and Returns
Shipping Terms
Shipping Costs
We charge a flat rate of $15.00 for all orders under $250.
Shipping is free on all orders $250 and over.
Delivery Information
Depending on your delivery address, your order will be delivered by either Anonymous Wine Freight or Australia Post. All orders are shipped from Melbourne. We aim to process all orders for dispatch with our courier within 1-2 business days of receipt. Orders will not be processed, dispatched or delivered on weekends or public holidays.
Any delivery timeframes that we provide to you are indicative only and delivery times will vary depending on your delivery location.
We will not be liable for any loss or damage that you may suffer if your order is not delivered within a specified timeframe or is delayed for any reason.
We do not deliver product outside of Australia. We also do not deliver to Tasmania, The Torres Strait Islands, certain remote locations, to any designated “dry areas” or to PO Boxes. Until we obtain an interstate retailer's licence, we cannot sell or deliver liquor to any address within the Northern Territory.
Delivery Requirements
No deliveries will be made to any persons who are intoxicated or under the age of 18 years (and proof of age may be required at the time of delivery).
In accordance with the terms of our liquor licence, a first-time order may only be delivered to the person who is named in the order and may not be left at unoccupied premises. Subsequent orders placed by the same purchaser may be left unattended at a delivery address, provided the purchaser has specified this in the delivery instructions when they placed their subsequent order.
Any orders that are marked as a “gift” (i.e., by ticking the gift box in our web order form) can be delivered to any person at the delivery address, provided they are over 18 and are not intoxicated.
If nobody who meets the above criteria is present at the delivery address at the time of delivery, then:
- in the case of Australia Post deliveries – an attempted delivery card will be left at the delivery address, and you will need to collect your product from the Australia Post location specified on the card; or
- in the case of Anonymous Wine Freight (AWF) deliveries – AWF will re-attempt delivery a second time, failing which the product may end up being returned to AWF’s depot until we have been able to make contact with you to re-arrange delivery.
Returns & Refunds
If you wish to return or exchange product you have ordered from us for whatever reason, we’re here to help. You can either return your product in exchange for other product of the same value, or for a refund to the original payment method you used at the time of purchase. In either case, this will be subject to the conditions set out below.
Returns
To initiate a return of product for an exchange or a refund please email us at concierge@cbfinewine.com.au with details of your original order, the product you wish to return, and the reason for the return.
If there is an issue with the product that you wish to return (e.g., if it is faulty or defective, not as ordered or not of acceptable quality), then we will require you to send us details, together with photographs, of the issue. We may also require you to send us the product. This is so that we can assess whether the issue is one that is covered by the consumer guarantees under the Competition and Consumer Act 2010 (Cth).
We will arrange for our courier company to collect all returned product.
We will cover the shipping costs for the returned product where the product you received is faulty or defective, not as ordered or not of acceptable quality. In all other circumstances, including where you have had a ‘change of mind’, we will charge you for the shipping costs for the returned product (and if we have agreed to refund you for the returned product, we will deduct this cost from the refunded amount).
Exchanges
In the event that we are unable to exchange any product you return to us for product of the same vintage, we may substitute the exchanged product with the same product of a different vintage. If we are only able to exchange for a similar product, we will contact you first to see if you would prefer a refund.
Refunds
We will agree to refund you if the product you receive is faulty or defective, not as ordered or not of acceptable quality (as defined in s54(2) of Schedule 2 to the Competition and Consumer Act 2010 (Cth)), subject to the following conditions being met:
- we must receive your refund request within 30 days of the date you bought the product in question; and
- you must have purchased the product from us; and
- the product must be returned to us in a saleable condition (except where the product is faulty, defective or not of acceptable quality).
Unless otherwise agreed, all refunds will be credited back to the credit card that was used to make the initial purchase, at the value of the original purchase (including shipping costs, if applicable).
Please note that there may be a slight delay while we process refunds through our finance and accounts teams.
Cancellations
Your order is placed as soon as you confirm purchase, so please ensure all product and delivery details are correct. For any changes to your order (including where you have had a change of mind) please email us at concierge@cbfinewine.com.au and provide us with the details. We will do our best to accommodate your needs.