FAQs

Shopping Online

Why should I shop online?

Shopping online is great value for money. We have great low prices, exclusive deals, and offer the convenience of home delivery. Some of the great reasons to shop with us are:
  • Free standard delivery on all orders for wine and spirits over $50
  • Exclusive online wine bundles
  • A great range of fine wines
  • Our Wine Club membership program offering exclusive member offers & cellar shares
  • Money Back Guarantee

Orders & Returns

Can I return my online order?

Yes. If you’ve encountered an issue with a purchase you've made online or over the phone there are two options available:
  • The order can be returned to your nearest Vintage Cellars store (providing your Tax Invoice as proof of purchase)
  • You can arrange for the order to be collected from you, just call us on 1300 366 084 or email customerservice@vintagecellars.com.au within 28 days of receiving your order

Please refer to our terms and conditions for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of Vintage Cellars customer service within 28 days of accepting the delivery. Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.

Can I return my online order?
If your purchase was made in-store, simply bring the products and receipt back and speak to a Vintage Cellars team member to organise a refund or exchange. Or, call our Customer Care team on 1300 366 084 and a customer service representative will assess your request for a refund or exchange, before returning to the store to have this processed. Please note, that instore refunds and exchanges cannot be processed by Customer Care over the phone.
Why was my order split into two parts and delivered separately?

We understand that you always want your order to arrive as quickly as possible, and sometimes the best way for us to make sure this happens is to send it from two different hubs. Despite this, sometimes minor delays can occur. Orders in this situation will not incur an additional delivery charge.
How can I pay for my online order?

We accept payments using MasterCard, Visa, American Express, Diners Club and PayPal.

Unfortunately we do not accept Cheques, Money Orders, Gift Cards or flybuys points as online payment methods.

Click & Collect

How long after ordering can I collect my order?

Customers will receive notification by text message within 60 minutes of their order being transacted online, provided collection is within the opening times of the Click & Collect store.
Are orders able to be placed at any time?

Yes, your order will be prepared for collection within the opening times of the Click & Collect store. These will be visible pre and post purchase and a text message will be sent when the order is ready for collection.
Can I nominate an individual to pick up the order?

The cardholder will have to collect the order, as photo identification is required to verify pickup.
Can I change my order?

Our friendly Customer Care team will always help wherever possible to ensure you have a smooth Click & Collect experience. To discuss your options, including refunds and new orders, please give the team a call on 1300 366 084, Monday to Friday 8:30am – 9:00pm; Saturday 9:00am – 9:00pm; Sunday 10.00am – 9:00pm AEST.
Will my purchase be chilled?

If requested, we will endeavour to provide chilled stock where available, although we’re unfortunately not able to guarantee this due to availability and store capacity.
Can my Click & Collect purchase be gift-wrapped?

Gift packaging is not available at this point in time for Click & Collect purchases, although we do offer a range of gift bags in store.
Do limits apply to Click & Collect orders?

Limits apply per customer per day to Click & Collect orders: 60 units per wine, 5 cartons per beer, cider or pre-mixed drinks, 12 units per spirit. Please call us on 1300 366 084 for orders bigger than our listed limits and we will do our best to help facilitate your purchase.

Delivery

View information regarding our various delivery options here.


Specials & Pricing

Are offers at Vintage Cellars stores available online?

Some offers are available in Vintage Cellars stores only and some offers are available online only. When we advertise these offers we will state if they are only available online or only available in store.
How can I keep updated on special offers?

We regularly send out great offers via email and mail. And from time to time we may phone you about great deals on wines that are just too hot to advertise to the general public and/or where we have limited stock. Additionally, if you are a Wine Club member we will send you exclusive Wine Club member offers.

To make sure you find out about the latest special Vintage Cellars' offers you can either:
  • Register for an Account online OR;
  • Join the Wine Club OR;
  • Phone us on 1300 366 084 and ask to be added to our mailing list

My Account

How can I update the contact details on my online account?

It's easy to update any of your contact details online.

After log in;
  • Click on the 'My account' link next to the Vintage Cellars logo on the homepage.
  • Once you are in the 'Account details' section, you have the option to update your name, email, date of birth, flybuys number, contact number and update your password.
  • After you've made the necessary updates, scroll down and click 'Save Changes'.
Please note that if you change your email address online, you must use the new email address to log in from that point onwards.
I'm trying to log in to my online account but it's not working, what can I do?

The quickest way to solve any log in issues is to reset your password. This can be done by clicking 'Forgot your password?' on the log in screen. This will immediately send an automated password to the email address linked to your account. You can use this automated password to log in, and then change your password to something you'll remember using 'My Account'.

Wine Club

What is the Wine Club?

As a Vintage Cellars Wine Club member you can look forward to a host of rewards. Whether you're a beginner developing a new interest or a connoisseur with a refined palate, you'll soon see the benefits with:
  • Exclusive discounts and special release offers
  • Invitations to member only wine tastings, dinners and masterclasses
  • Opportunities to meet the wine makers
  • Savings on the brands you love

Earning rewards is easy – you will accumulate Wine Club points with each in store, online and phone purchase. If you earn 500 points or more, every 4 – 6 weeks you will receive a Cellar Share in the mail. Alternatively, download the Wine Club App and view your Cellar shares from your phone!
How can I join the Wine Club?

You can join the Wine Club by downloading the Wine Club App, creating a membership online, or filling out an entry form in store. Please be aware that if you join in store, there may be a delay in your details appearing in our system.
How do I check my Wine Club points and Cellar Shares online?

After logging in, click on 'My Account', and then the Wine Club tab. This area will display your current points balance.

Please note that your points are converted into Cellar Shares every 4 – 6 weeks, so your balance may display a figure over 500 points before being generated into Cellar Shares.

Any Bonus Cellar Shares that you have earned through online or in store offers may take up to 4 weeks to be added to your membership.
How can I accrue Wine Club points for my online purchases?

To make sure you are taking full advantage of your Wine Club membership rewards when you purchase online, check that your membership number is linked to your online account.

If you have an existing membership, click on 'My Accounts' link and select the 'Wine Club' tab. If you are not able to see the ‘Wine Club’ tab please contact our customer service team by calling 1300 366 084 or emailing wineclub@vintagecellars.com.au.

Your Wine Club points from any online or in store purchases will update overnight to display in your balance; however please allow up to 4 weeks from the date of your purchase for any Bonus Wine Club points to be added.
How can I update my Wine Club membership details?

It’s easy to update any of your membership details online. After log in;
  • Click on the ‘My account’ button next to Vintage Choice logo on the homepage.
  • From the ‘Account details’ tab, click any field to change your name, email address, date of birth, contact number and update your password.
  • After you've made the necessary updates, scroll down and click ‘Save Changes’.

Please note that if you change your email address online, you must use the new email address to log in from that point onwards.
What is the Wine Club App?

The Vintage Cellars Wine Club App allows members to have a virtual membership card, check their points balance, redeem earned Cellar Shares when purchasing in store, view exclusive offers, find the nearest Vintage Cellars store and much more!

Find out more information on the Wine Club App here.

In Store Enquiries

I have an issue with something I experienced in a Vintage Cellars store. Who can help me? 

Vintage Cellar Customer Care are the store experts, and will be able to help you with all of your store-related enquiries. The friendly team can be contacted on 1300 366 084 Monday to Friday 8:30am – 10pm; Saturday 9am – 10pm; Sunday 10am – 10pm AEST.