Frequently Asked Questions
Shipping & Delivery
We use a network of carriers - the standard shipping period is 4 – 10 business days. Please contact our customer service team (email@example.com) if your order has not arrived within this period.
What if you are not home or no one is there to sign for the order?
If no person over 18 years of age is available to sign on delivery for your order it will be either:
1. At your local post office waiting for you, or
2. Still in the custody of the courier.
If the order is left at your local post office, a collection slip will be left at the shipping address. Please take the collection slip along with your personal identification to your local post office as soon as possible to collect your order.
Usually after 10 days if the order is not collected from the post office it will be sent back to its destination. However please note that although this is the standard, some courier companies have a shorter waiting period and for this reason we recommend calling the local post office as soon as you receive your deliver slip.
If this happens you are required to pay any additional shipping cost to have your order returned to you.
If your order remains in the custody of the courier, a collection slip will be left at the shipping address instructing you to make contact with the courier to arrange another drop off time. If you do not do this, and the courier returns the order to their despatch centre you will be required to pay any additional shipping cost to have your order returned to you.
Wrong shipping address
The shipping address you entered while checking out will be the same as the shipping address included in your confirmation email. It is your responsibility to provide the correct shipping address. We do not accept responsibility for missing orders if you provided an incorrect shipping address.
If you have provided an incorrect shipping address please contact our customer service team (firstname.lastname@example.org) as soon as possible. If the order has not shipped our customer service team will do their best to correct the shipping address however if the order has already shipped you accept full responsibility for the purchase.
We will not refund an order where the incorrect shipping address was supplied.
What if the order gets lost?
Contact our customer service team (email@example.com) – we will do our utmost to ensure we locate your order and you are dealt with fairly.
Is shipping free?
Yes, shipping is free on all orders.
Order details & your information
After completing your order you will receive a confirmation email with your order details. Keep this email as your tax invoice.
We do not accept returns, unless you were sent the incorrect order. If you were sent the incorrect order please contact our customer service team (firstname.lastname@example.org).
However, if you believe that the integrity of your wine is compromised by corkage and/or heat damage, you must contact us within 30 days of purchase. We are happy to arrange replacement for any wine that is damaged in this way within this 30 day period. Wineries represented by us all reserved the right to request an sample of the damaged product to verify authenticity.
Changing & viewing your information
Every customer has a My Account space on our website. The login details were emailed to you when you created your account. Every one that has bought wine on our website has a default account, and the details of this account were emailed to you.
To view your information log into My Account; you can update your information while logged in.
Forgot your password?
If you have bought through us or created an account you were emailed a default password. Check your emails by searching for Spokenwine.
If you can’t find your password you can cause a new temporary password to be sent to you by clicking “Forgot your password?” under the “Sign In” button in the Login screen.
It is illegal in Australia to supply alcohol to people less than 18 years of age. For this reason we do not accept orders from people under 18 and we require a person over 18 to sign upon delivery of the order.
Can you deliver to a work address?
Yes. However please note you or someone over 18 will be required to sign on delivery.