Family Wines Direct

FAQ

Order Status

Has my order been sent?

When we despatch your order you'll receive an email notification from us.

We send all our wine using Australia Post eParcel and enable email tracking alerts, so you will also receive an automated email from Australia Post on the day of despatch and the day of delivery.

Standard delivery times are as follows, please feel free to enquire with us if you order has not arrived within or close to these time frames and we'll be happy to follow it up for you.

Perth metro - 2 business days

WA country - 3-5 business days

Interstate capital cities - 5-8 business days

Interstate country areas - 7-10 business days

Remote areas - 10-14 business days

If you registered an account, you can click the My Account link at the top right hand side of our site to check on the status of your order.

How much is my shipping?

Delivery Charges are automatically calculated prior to submitting your payment information.  Our rates are as follows:

Orders to Western Australlia - $9.00 per 12 bottles

Orders to the rest of Australia - $13.00 per 12 bottles

Pickup from our Margaret River Cellar Door - free of charge

Our Cellar Door is located as follows:

Margaret River - 543 Miamup Road, Cowaramup, WA 6284 (Google Maps reference here) open daily 10-5 except Christmas, Boxing Days and Good Friday.

Most of our products are purchased in packs of 12 bottles, or 6 bottles for sparkling wine and Champagne.  The charge for sending two 6 packs is equivalent to one 12 pack and this will be automatically calculated at checkout, when you select your preferred delivery option.

How do I change quantities or cancel an item in my order?

If you registered an account click the My Account link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities/cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.  If you did not register an account please contact us directly to resolve any issues.

How do I track my order?

If you registered an account click the My Account link at the top right hand side of our site to track your order.

You will also be able to track your order on the Australia Post website when you receive your first automated email form them with the consignment details.

My order never arrived.

Please note the standard delivery times in the first question above and contact us if you have any concerns after these times have elapsed and you still haven't received your wine

An item is missing from my shipment.

Sometimes when you order multiple cases Australia Post will deliver the wine as a split consignment over consecutive days.  If you've ordered multiple cases and they don't all turn up at once you can advise us but we won't be able to lodge an enquiry directly with them until the standard delivery times have elapsed.  In most cases the additional case(s) will be delivered the following day or shortly thereafter.  On some unfortunate occasions wine is damaged in transit and when this occurs we'll arrange to have the damaged wine returned to us before it reaches you and will send you a replacement case - which will result in a further but unavoidable delay in your delivery.  We'll send replacement cases for damaged wines immediately when we become aware of the damage occurring.

My Account

How do I create an account?

Click the My Account link at the top right side of our site. Then simply follow the prompts to complete setting up your account. Your information is never sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the My Account link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the My Account link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password?". Clicking that link will send an email to you which will enable you to reset your password

I received the wrong wine.

If you feel that you have received the wrong wine, please contact the Family Wines Direct team, if possible within 72 hours of receiving the order. You can call us on on (08) 97565200 or email us through our contact us page

When will my order be despatched?

We will do our very best to despatch your order within 1 business day of receiving the order.  You will receive a confirmation via email when we've despatched your order and from then on automated delivery status emails from Australia Post.

International Shipping

We do not currently ship wine outside of Australia. Please contact us directly if you have any questions at all regarding international shipping

Privacy Policy

We value and will protect your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

Do I have to pay GST?

All products sold on the Family Wines Direct website are inclusive of 10% GST.  The amount of GST included will be printed on your invoice

I have a question on my credit card charges.

Please contact us directly to resolve any issues regarding credit card charges

I need a copy of my receipt/invoice.

Click the My Account link at the top right hand side of our site to print invoices.