Live Chat Support Hours
Monday: 9am-5pm
Tuesday: 9am-5pm
Wednesday: 9am-5pm
Thursday: 9am-5pm
Friday: 9am-5pm
Saturday: Closed
Sunday: Closed
If you need any urgent help, our Customer Support team are on live chat every weekday, 9am to 6pm.
To open a chat, simply click on the pop up on the bottom right and an agent will be with you in minutes. If you contact us outside of our support hours, simply leave a message and we'll get back to you within 1 business day.
Frequently asked questions

Where is my order?


  • All of our products in our warehouse will typically get dispatched same or next day
  • If you ordered from our Marketplace, orders can take on average 3-10 business days to get into our warehouse. You can get an update on your Marketplace items by going into your profile on the top right, clicking on 'My Activity' and 'Order History'. That will breakdown the status of your orders
  • When your order is dispatched, you will get a tracking link with Australia Post. Please use this to identify the status of your order
  • Due to lockdown restrictions, Australia Post have advised to allow an additional 5 business days for delivery on top of the standard delivery time. We thank you for your patience at this time
  • If you feel something doesn't look right, or your order is over the 5 additional business days, please start a chat now

How can I access the email promotional price?


Our email offers are unique to you, so sometimes the prices on the website will be different to the email. To claim your discount:

  • Make sure the email promotion is in date (normally 24-48 hours while stocks last)
  • Check you are logged into your account (your name should appear on the top right)
  • When your wines are in your basket and you clicl checkout' you will get a pop up notifying you of a discount which can be applied. Click on that to apply offer.
  • If you are on the final checkout page and the price is not correct, please start a live chat and we'll investigate

I've received a promotional email but I can't add the wines to the cart?


  • Our email promotions are extremely popular, and often sell out in as little as 10 minutes. We will always advertise all of our stock, so unfortunately if it's sold out, we won't be able to supply you with that wine
  • We do often send daily promotions, so keep an eye on your emails or save our email to your contact list to make sure you don't miss out in the future

A wine I bought is now different in price. Can you honour the original price?


  • Unfortunately not. We have daily promotions, so if you're looking for a good offer, please log in and check out the limited time offers

Do you price match?


  • We have a huge range of wines... and it's growing! We always aim to offer our customers the best selections at the best price, however we can't control what other companies decide to price their wines at and as a business we can't offer any price match guarantees

Why is it not letting me add 6 bottles to my cart?


  • When we are low on stock, there may only be 1-5 bottles remaining. If our website will not allow you to add more quantity, it means we don't have enough stock in

When will my order arrive?


  • If your wines are in our warehouse, they will be dispatched the same day. However, if the wines are coming from our Marketplace suppliers, please look at the wine for estimated arrival times into our warehouse.
  • We use Australia Post for shipping, and for an estimated delivery time, please go to Our delivery section

    Why did only half/part my order arrive?


    • Sometimes the wines come in 6 or 12 packs and often Australia Post will treat every case as an individual item, so may not be shipped together. If you check your tracking link, click on the drop down box (with your tracking number), and you can view the progress of each of your items.

    How can I return my order?


    • If you're not happy with your order and would like to return it, please hop on chat or email us at customers@thewinecollective.com.au
    • We will send you an email within 1 business day with a return label to add to your case.
      Simply drop it off at your local Post Office and we'll refund you for any wines returned (minus freight) as soon as they arrive back into our warehouse

    Can I call you?


    • We strive to offer the best service possible, which in most cases is through Live Chat, as you can get an immediate response from our team between the hours of 9am - 5pm. Rest assured if we need to pick up the phone, we will be happy to call you
    • If you'd prefer to speak to someone over the phone to order wine, please request this through Live Chat and one of the team will get a Wine Advisor to call you as soon as possible

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