FAQ

FAQ

 

SHIPPING INFORMATION

What are your shipping options?

We offer a range of shipping options (including same day delivery). Tracking numbers are provided by email at the time of shipment so you can track your order directly with the courier.

Available OptionsEstimated delivery timeCostLocationNote
Standard Shipping Metro areas: 2-5 business days. Regional/country areas may take up to 14 days. $10 Flat Rate* Australia Wide  
Express Shipping Same-day delivery Within 3 hours of order received ** $15 within 10km of Sydney CBD Same day delivery available within Sydney Metro.
#In-person During shop operation hours Free* Cellar Door Order ready within 1 hour (within business hours) 

#Receive your next glass of wine on us. Pick-up your online order of 6 bottles or more at our Cellar Door and receive a voucher for a glass of wine from the Handpicked Regional Selection to use on your next visit.
*Free shipping within Australia for orders over 12 bottles or more
**Same-day delivery

  • Order cut off time is daily 6pm (not available on Good Friday, Christmas Day, Boxing Day, New Year's Eve and New Year's Day).
  • Orders received outside of the cut off time will be processed for next day delivery

Holder of Wine Club Subscriptions or SILVER and GOLD Handpicked Passport Holders will enjoy free shipping. Standard Shipping applies to BRONZE Passport Holder.

Purchasing Enquiries

Do you have a minimum order quantity?

We do not have a minimum quantity. We offer a flat rate shipping fee of $10 for all orders within Australia. Free shipping applies to orders of 12 bottles or more. Wines can be ordered in mixed or straight dozen lots.

How do I know my order is confirmed?

You will receive an email confirming your order within 30 minutes. If you have not received this email confirmation within one hour of your purchase, please contact us. Alternatively, log in to your account to check My Orders. If you do not have an account yet, you can create a new account.

What payment types do you accept?

Payments are secured via the eWAY / PayPal platforms.

  • Credit Cards (including Visa, MasterCard, Union Pay, American Express- 2% surcharge)
  • Paypal
  • Passport Stamps (Vouchers / Points)
  • Gift Cards

How do I change my order after purchasing?

We process and pack your order as fast as possible. As long as your order has not been shipped, we will do our best to modify your order. To update your order, contact us.

Can I purchase wine as a gift?

Choose your wine and add to your Shopping Cart. When you checkout you will be asked to confirm  details. At this stage you can select if the order is a gift, and change the delivery details to those of the intended gift recipient. We will email the invoice out to you rather than send with the order.

Gift subscriptions and Gift cards are also available online.

What is our return or exchange policy?

We are confident that our products represent good value for money and we guarantee every product you buy. If you are not satisfied with your purchase you must notify us within 7 days of receiving your package.

How do I know it is safe to shop with you?

We value your privacy and personal online security. We do not rent, sell or share personal information about you with other people or non-affiliated companies except to provide products or services you’ve requested. Learn how we keep your details safe on our Privacy Statement.

Our payment gateways eWAY and PayPal are tier-one PCI DSS compliant

China Home Delivery

Shipping OptionEstimated delivery timeCostLocationNote
6-30 Bottle purchase 7 business days $2 per bottle Mainland China Only Minimum order is 6 bottles
31-65 Bottle purchase 7 business days $1 per bottle Mainland China Only  
66 or more 7 business days FREE Mainland China Only  

How long does delivery take?

We aim to dispatch all orders within 1 business day (except for Wine Club subscription orders).

Your delivery timeframe will depend on the shipping option you selected on checkout. Refer to the table in shipping options for estimated delivery times. Tracking numbers are provided by email at the time of shipment so you can track your order directly with our courier.

Although every effort is made to ensure you receive your order on time, there could be circumstances beyond our control. If your product has not arrived after the estimated delivery time, please contact us.

Do you offer same day delivery?

We offer a same day delivery service if the address is within 10km of Sydney CBD. To receive same day delivery, orders must be placed before 6pm and the Express Shipping option should be selected. If the address is located outside of the 10km Sydney CBD radius or the order is placed after 6pm, selecting express shipping means your wines will be delivered the next day.

Where can you deliver to?

Handpicked Wines can deliver direct to your home or office within Australia. Our couriers cannot delivery to Post Office boxes.

What if I am not home when my order arrives?

The courier will leave a missed delivery card with details on how to rearrange for delivery. You can also provide specific delivery instructions during the checkout process. e.g. leave on the back porch or permission to leave with neighbour. If conditions permits, our courier may or may not leave the parcel unattended.

Do you offer International Shipping?

The online store currently only ships domestically within Australia. Handpicked offers an extensive China Home delivery service. We are looking to expand this globally.

Handpicked Wine Club

How does automatic billing work?

Your first wine box will be processed when you join. Following this, you will be automatically billed for the next subscription package on the 1 st of each quarter (every 3 months). You will receive an email 14 days prior to the date to remind you.

Can I change/cancel my subscription?

Of course, if you would like to change or cancel your subscription for any reason, simply email us a request before your next order is billed and then shipped. This means it should be received 14 days prior to the 1st of the month you expect your next delivery. As gift subscriptions are paid in advance, with shipments having commenced, it cannot be cancelled or partly refunded.

Is there a minimum membership length?

Subscriptions are ongoing but can be cancelled/updated at any time by emailing us. Gift subscriptions are limited to 12 months. You will be invited to renew your membership at the end of the 12-month period.

Can I buy a wine club subscription as a gift?

Certainly! We offer gift subscriptions which are valid for a year. You can view more here.

Can I choose which wines are included in the packs?

When you subscribe, you will be invited to tailor your plan based on your wine preferences. E.g. white, red or mixed? 6 or 12 bottles? From there, our wine curators will put together packages each quarter for you to explore.

How do I connect my passport with my subscription?

By signing up as a member you automatically earn reward points. Make sure you sign up as a member before you subscribe to the Handpicked Wine Club, thus receiving all the benefits, including our exclusive member discounts.

Can I purchase a particular wine I enjoyed in larger quantities?

The Handpicked Wine Club is designed to help you discover new wines, regions and styles. If you particularly enjoyed a wine and are interested to purchase more, visit handpicked.com.au online to select from a vast range on offer.

Delivery

Each Handpicked parcel ships on the 15 th of the month, each month. The cut-off date for subscriptions is midnight on the 9 th of each month. If you purchase your subscription after the 9 th of any given month, you will receive the next month's box. e.g. If you subscribe on the 10 th August, your first parcel would be shipped on 15 th September.

How long does shipping usually take?

Delivery times can range between 2-7 business days depending on your area. You will receive an email to confirm that your wines have been dispatched along with an approximate ETA for package arrival.

How much is delivery?

As a Handpicked Wine Club subscriber, you receive complimentary domestic shipping on all subscription packages, always.

What if I'm not home?

Our third party couriers will go to great lengths to get the package delivered directly to you as conveniently as possible. To do this, we recommend using a home or work address which will be attended during business hours. If this is not possible, you can also provide specific delivery instructions to the courier company during the checkout process. e.g. leave on the back porch or behind the pot plant.

Handpicked Passport Rewards Program

What is a rewards program?

At Handpicked Wines, we value our customers and want to reward you for returning back each and every time. Starting on October 1st, we have implemented a rewards program for our customers to earn points and save more!

How do I become a Handpicked Passport Holder?

It's easy, just click here to sign up. To use your passport, simply Sign in to your account on the website. At the Cellar Door, our staff can help register you and locate your account via name or email.

How old do I need to be to become a Handpicked Passport Holder?

You must be 18 years or older to join become a Handpicked Passport Holder

Is the Handpicked Passport Rewards program free to join?

Yes, the Handpicked Passport Rewards program is completely free to join

When does my 5% discount take effect?

As soon as you register your Handpicked Passport Holder account and are signed in.

How do I receive my Passport Holder discount?

Once you sign up as a member, you are a Handpicked Passport Holder, which entitles you to exclusive promotions and member discount.

Sign in to your Handpicked Passport Rewards account when purchasing online, discount will be applied automatically

Simply present your card at the register when making a purchase instore or provide our staff with your e-mail address. Discount will be applied automatically

How do I earn ‘Handpicked Passport Points’ and ‘Handpicked Stamps’?

Once you are a Handpicked Passport Holder you earn points. Members earn Points on all wine purchases in the form of tastings, wine by the glass, wine by the bottle – online or in-store at the Handpicked Cellar Door. Every 500 points, you will receive a $25 stamp. Members are free to spend ‘Handpicked Stamps’ or vouchers on any items in-store or online.

How are my Passport points calculated?

As a bronze member, you earn 1 point for every $1 you spend in each transaction. Once you upgrade to Silver or Gold - your points will accrue faster. Visit the Passport page for a breakdown of the tiers.

When are my points added to my account?

Points collected will be credited to your account once the transaction is processed through the program – usually within 48 hours or your order being shipped. If you are eligible for Bonus Points they will be visible on your account up to two weeks from the date of purchase

What are bonus points?

From time to time we will offer bonus points to reward you on your journey – Bonus points are in addition to your standard points.

How do I find the balance of my Handpicked Passport points?

We will regularly send out emails to alert you of your points balance. Each time you pass 500 points, you will receive a travel stamp ($25) and an update on your points.

What is a Passport Travel Stamp?

As you earn reward points while making purchases in-store or online, a ‘Travel Stamp’ is your $25 voucher redeemable on any purchase made instore or online.

How many points do I need to receive my $25 Travel Stamp?

Each time you reach 500 points, you will automatically receive a $25 Travel Stamp redeemable instore or online. As your travel status grows, your points accrue faster.

How do I redeem my Passport Travel Stamp via the Online store?

You simply enter your unique travel code at the checkout to claim your reward.

Can I redeem more than one travel stamp at once?

Only one voucher can be used in one transaction. You will not receive a cash or credit if the voucher exceeds the value of your purchase. Passport Travel Stamps represent a discount AUS $ value and do not carry a monetary value.

Does my Passport Travel Stamp have an expiry date?

Yes, stamps are valid for 12 months from the date of issue. Please check the date when you receive it to make sure you use it before it expires.

Can I transfer ‘Handpicked Points’ and ‘Handpicked Stamps’ to other members?

If you want to reward a friend or partner with a Handpicked Experience you can purchase a voucher to any value as a gift with your Handpicked Stamps. We cannot transfer rewards or stamps between members at this stage.

How do I change my password?

Sign into your Passport account here. Then click on the tab 'My Details'. Locate the section on the page 'Change your password' and update your details.

How do I update my account information?

Sign into your Passport account here. Click on the 'My Details' tab then update your information (name, address, phone, email).

What do I do if I forget my account password?

Simply click here and follow the prompts. You will be directed to a page where you enter your email address. Once you submit this form, we'll send you an email that includes a link and simple instructions on how to reset your password.

What if I forget to bring my Handpicked Passport Rewards card when I'm in the Cellar Door?

Easy, if you don’t have your card, just provide your e-mail details and a valid form of identification and we will take care of the rest.

Will I lose my Handpicked Passport Rewards points after a time of absence?

You don't lose what you've earned as long as you earn or redeem point within a 12 month period, They continue to accumulate until you qualify for your Travel Stamp.

Will I lose my Handpicked Passport Rewards points?

You don't lose what you've earned, they're continue to accumulate until you qualify for your Travel Stamp.

How do I achieve SILVER Status?

Simply spend $1,500 or more at Handpicked Wines within a 12 month period either instore or online

How do I achieve GOLD Status?

Simply spend $2,500 or more at Handpicked Wines within a 12 month period either instore or online

How do I maintain my Silver or Gold Status?

Your spend threshold is reset at the start of each new membership year and your spend will determine whether you maintain or upgrade your status

General Enquiries

Have a question about an order or need wine advice?

Please call us (9am-6pm) on (02) 9475 7888

Or email our customer service team at wineclub@dmgfinewine.com.au