Same-Day Wine & Cheese Delivery Available In Sydney CBD

faq

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 Same day of order received *** $15 within 10km of Sydney CBD Same day delivery available within Sydney Metro.
Express Shipping Same-day delivery Same day of order received *** $25 within 10.1km to 25km of Sydney CBD Same day delivery available within Sydney Metro.
#In-store pickup
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
**There are certain locations in the Northern Territory and Western Australia where we are not permitted to sell and deliver our products.
***Same-day delivery:

  • Express shipping is available daily between 11am - 4pm (Excludes Mondays and public holidays).
  • Orders received before 11am will get delivered on the same day after 11am. Orders ordered after 4pm will be processed for next day delivery

Holder of Trunk Club Subscriptions or SILVER and GOLD Handpicked Passport Holders will enjoy free shipping for order over 6 bottles or more. 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 wine bottle 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 online?

Payments are secured via the eWAY / PayPal platforms.

  • Credit Cards (including Visa, MasterCard, American Express)
  • Paypal
  • Passport 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 change the delivery details to those of the intended gift recipient and add a note in the 'Order Instructions/Comments' box to let us know it's a gift. We can also include a personal note - just add your message into the 'Order Instructions/Comments'. We will gift wrap the order for you.

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. For our complete refund policy, please see our Terms and Conditions.

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

How long does delivery take?

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

Your delivery time frame 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 by 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 25km of Sydney CBD. To receive same day delivery, orders must be placed before 4pm and the Express Shipping option should be selected. If the address is located outside of the 25km Sydney CBD radius or the order is placed after 4pm, 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 permit, 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 Trunk 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 month / quarter (every 3 months for quarterly subscriptions, every month for monthly subscriptions). You will receive an email 7 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, this can be done through your account page and Trunk Club Subscription tab or simply email us a request before your next order is billed and then shipped. This means it should be received 7 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 dependant on the duration selected. Gift subscription recipient will be invited to renew their subscription at the end of the period.

Can I buy a Handpicked Trunk Club subscription as a gift?

Certainly! We offer gift subscriptions where you can select the duration of the subscription. You can view more here.

Can I choose which wines are included in the packs?

We have 3 options where the packs are curated by our sommeliers every quarter following a special theme. We also have a 'Open Trunk' option which allows you to choose your own wines. See all options available here.

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 Trunk Club, thus receiving all the benefits, including our exclusive member discounts.

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

Yes, 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 OR you can subscribe to 'Pack Your Own Trunk'.

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 2-5 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 Trunk 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 Loyalty program?

We want to reward you for your loyal support. Earn rewards every time you shop online or at our Cellar Doors. As your spend increases, so does your status.

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 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 Loyalty discount take effect?

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

How do I receive my Loyalty 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. Your loyalty discount won't apply if you checkout as a guest.

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

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

Once you are a Handpicked Passport Holder you earn points. Members earn points on all eligible purchases in the form of tastings, wine by the glass, wine by the bottle or gift and wine/cheese packs – online or in-store at the Handpicked Cellar Doors.

Once you accumulate enough points you will be able to redeem a $25 voucher. Each tier requires different amount of points to redeem. To find out more about points redemption for different group tier click here.

How are my Passport points calculated?

Points are accumulated based on the amount you spend and your status tier. As you upgrade your tier 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. 

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

Simply log into your account and you will be able to see the points history.

How many points do I need to receive A $25 Voucher?

Each time new and bronze members reach 500 points on eligible purchases, they will automatically receive a $25 voucher redeemable instore or online on eligible purchases. As your travel status grows, your points accrue faster. To find out more about points redemption for different group tier click here.

Can I redeem more than one $25 voucher at once?

Yes, you can! Each voucher is worth $25 and please note that your order total including shipping fee will need to exceed the value of your loyalty voucher when redeeming points on the check out page.  If you encounter any difficulties to redeem your voucher, please call our cellar door team. The  number to reach them is 0293 929 190.

Does my Passport loyalty voucher have an expiry date?

Yes, vouchers are valid for 36 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’ to other members?

If you want to reward a friend or partner with a Handpicked Experience you will need to purchase a gift voucher from our online store or at the cellar door. We cannot transfer rewards or vouchers. 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.

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

Your Passport loyalty rewards points will expire after 24 months if you don't redeem them online.

If an online order is cancelled, we may adjust or reverse points that were previously awarded to a Member in that transaction.

How do I achieve SILVER Status?

Spend $400 or more at Handpicked within a 12-month period either instore or online.

How do I achieve GOLD Status?

Spend $1,000 or more at Handpicked within a 12-month period either instore or online.

How do I maintain my Silver or Gold Status?

Tier levels are dynamic and based off your previous 12-month purchase history.

General Enquiries

Have a question about an order or need wine advice?

Please call us (11am-8pm) on (02) 9392 9190

Or email our customer service team at cellardoor@handpickedwines.com.au

China Home Delivery

We offer delivery to China here www.handpickedwines.com.cn

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