Frequently Asked Questions

  • Is it safe to make credit card purchases via the AusCellardoor website ?

    All online payments made through the Auscellardoor website are processed securely via eWAY payment gateway; a leading provider of secure online payments. AusCellardoor does not see nor store your credit card details when payment is processed via our website. PayPal users also have the option to use this payment method upon checkout. 

  • How long will my order take to be delivered?

    Most east coast Australia areas are serviced within five business days of ordering. Delivery to regional locations and Western Australia are likely to take a couple of days longer. We will notify you of any extended delays expected on orders you have placed. If you wish to enquire about specific time frames or the status of your order please contact us.

  • How much will my delivery cost?

    Wine orders of $200+ or of 12 bottles or more are delivered freight free throughout most metropolitan areas of Australia. Orders of less than $200 or twelve bottles attract a delivery fee of $10. Additional delivery surcharges apply to some areas, regardless of the value or quantity ordered.

  • How will my order be shipped?

    Most orders are delivered via Fastway Couriers or Australia Post. If you have a preference please include this in the 'Delivery Instructions' box on the order details page, and every attempt will be made to ship via this provider.

  • What happens if no one is home to receive my delivery?

    If no one is home to receive the order, Australia Post or Fastway will leave a card outlining they have attempted delivery and it is able to be collected from the nearest Post Office or Fastway depot. Alternatively you may authorise for your order to be left in a specific place in the absence of anyone being home to receive it. These details can be left in the ‘Delivery Instructions’ box on the order details page.

  • What if my wine is damaged during delivery?

    AusCellardoor takes significant measure to ensure wine orders are packed appropriately, however breakages do occasionally occur during transit. We're committed to ensuring all breakages are replaced in a timely manner. Australia Post usually informs us if a breakage has occurred at which time we will let you know and arrange for replacement wine to be sent. If you do receive a delivery that is damaged, please let us know as soon as possible by phoning us on 1800 088 022 or contacting us.

  • What is your returns policy?

    Should you be unhappy with any aspect of your wine delivery received from AusCellardoor, please contact us immediately so we can rectify the situation as quickly as possible. In addition to wine damaged in transit, we’re committed to replacing wine that displays any faults or is incorrectly packed. If you believe any wine you’ve purchased through AusCellardoor displays a fault, we ask you to let us know immediately and put the remaining contents of the bottle aside so we can arrange collection. If any of the above occurs, we’ll offer you the option of a full refund, an equivalent replacement or credit your account for future purchases. Customer satisfaction is important to us and we stand behind every wine we promote. If you don’t enjoy the wine you’ve ordered from us, please contact us and we’ll sort out a replacement or refund.

  • What about vintages?

    We understand the importance of vintages and keep the website up-to-date to reflect vintage changes. On the rare occasion we are unable to fulfill the vintage ordered, we will notify you as soon as possible and give you the option of an alternative vintage or full refund.

  • What about wines not listed on the website?

    We have access to a wide range of wines, if you're looking for a particular wine not listed on the website please contact us and we'll attempt to source this for you.

  • Legal ordering age?

    AusCellardoor is committed to the responsible and legal consumption of alcohol. We will not sell to anyone under the legal drinking age of 18 years. We ask you to confirm your date of birth at the time of ordering for this reason. Under the Liquor Control Reform Act 1998 it is an offence for a person under the age of 18 years to purchase or receive liquor (Penalty exceeds $500)

  • Pricing Information

    All prices quoted on the Auscellardoor website are in Australian dollars and include all applicable taxes. Additional delivery charges apply to some areas and order quantities, those these are shown prior to payment.

  • What about International orders?

    We do not currently ship wine to any locations outside of Australia.

  • How will my personal information be used?

    We place the utmost importance on the privacy of our customers, and their personal information. Information on our privacy policy can be found here

  • What if I have other questions?

    We're real people and always happy to chat - particularly about wine! If you have any questions or simply would like some wine related advice, please phone us on 1800 088 022 or contact us.