Shipping & Returns
When will I receive my order?
All our products are shipped from our winery in Milawa, VIC. Delivery ETA: 2 to 14 business days pending postcodes as per below table. Please contact our customer service team on 1800 032 248 if you do not receive your order after 10 days.
What payment types do you accept?
We accept payment by Visa, MasterCard, American Express, PayPal or any other payment method we advise from time to time.
Are my financial details secure on your site?
Credit card details are not stored by Brown Family Wines / Brown Family Wine Group. Credit card details are held by Shopify Payment and PayPal. These are payment gateway service providers. Both are certified as a PCI Level 1 Service Provider, being the most stringent level of certification available in the payments industry.
Where do you deliver to?
We use Australia Post to deliver within their network Australia wide except to designated ‘Dry Areas’ and Northern Territory as detailed in our Terms and Conditions. Due to specific state legislation not all items are available to be shipped in every state, please refer to our Terms and Conditions.
How much does delivery cost?
Delivery services are available for all orders of 6 bottles of wine or more (you can mix and match across our range of wines) or multiples of full cases of 12 (if your order is within the category of mixed packs, cans and minis).
We charge a flat fee per order (which will be displayed at the online checkout), based on your postcode. An indication of applicable prices is set out in the following table*:
| Delivery State | Shipping Fee per Order | Estimated delivery time (business days) |
|---|---|---|
| ACT | $15.00 | 2-10 days |
| NSW | $20.00 | 2-10 days |
| NT | Not Available | |
| QLD | $25.00 | 3-14 days |
| SA | $20.00 | 3-14 days |
| TAS | $30.00 | 2-10 days |
| VIC | $12.00 | 2-10 days |
| WA | $20.00 | 3-14 days |
* Please note that we are unable to deliver goods to locations excluded from courier network. If you wish to obtain an estimate of the delivery cost for your area, please contact our customer service team on 1800 032 248.
Can I cancel my order?
You may cancel your order at any time before the payment for your order has been processed.
Can I authorise to leave my order if I’m not home?
Under the Liquor Control Reform Act 1998 (Vic) it is an offence
- To supply alcohol to a person under the age of 18 years [Penalty exceeds $18,000]
- For a person under the age of 18 years to purchase or receive liquor [Penalty exceeds $700]
A person under 18 years of age cannot receive the delivery on your behalf and we reserve the right to refuse delivery of your order to a person aged under 18 years (we may require satisfactory proof of age to be produced upon request). Brown Family Wine Group is not responsible for any loss resulting from late delivery when satisfactory proof of age is not provided.
If you aren’t present to receive your order, then a calling card will be left with a phone number to call within 7 days to arrange a re-delivery.
Brown Family Wine Group is not responsible for goods that are left unattended by Australia Post, or goods that remain unclaimed as a result of failing to contact the carrier after receiving a calling card.
