Contact Us & Frequently Asked Questions
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Where is my order?
- All products in our warehouse will typically be dispatched the same or next day.
- If you ordered from our Marketplace, orders can take an average of 3–10 business days to arrive at our warehouse. You can check the status of your Marketplace items by going to your profile in the top-right corner, selecting My Activity, then Order History.
- Once your order is dispatched, you will receive an Australia Post tracking link to monitor its progress.
- If something doesn't look right or your order is more than 5 additional business days overdue, please email customers@thewinecollective.com.au.
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How can I access the email promotional price?
Our email offers are unique to you, so prices on the website may differ from those advertised in your email.
To claim your discount:
- Ensure the email promotion is still valid (normally 24–48 hours, while stocks last).
- Make sure you're logged into your account. Your name should appear in the top-right corner.
- Add the wines to your basket and proceed to checkout. A pop-up will notify you of an available discount. Click it to apply the offer.
- If the price is still incorrect at the final checkout page, email customers@thewinecollective.com.au so we can investigate.
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I've received a promotional email but I can't add the wines to the cart?
Our email promotions are extremely popular and can sell out in as little as 10 minutes.
We advertise all available stock, so unfortunately, once a promotional wine sells out, we cannot supply it.
We frequently send daily promotions, so keep an eye on your emails or save our email address to your contacts to avoid missing future offers.
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A wine I bought is now listed online at a different price. Can you honour the original price?
Unfortunately, no.
We run daily promotions, so if you're looking for a particular wine or offer, visit our Latest Offers page to see the wines currently on promotion.
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Do you price match?
We offer an extensive and growing range of wines and always aim to provide the best selection at competitive prices.
However, we cannot control other retailers' pricing and therefore cannot guarantee price matching.
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Why is it not letting me add 6 bottles to my cart?
When stock is running low, there may only be 1–5 bottles remaining.
If the website doesn't allow you to increase the quantity, it means we don't have enough stock available to fulfil your requested amount.
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When will my order arrive?
If your wines are already in our warehouse, they will typically be dispatched the same day.
For wines sourced from Marketplace suppliers, please check the individual product listing for the estimated arrival time at our warehouse.
We ship using Australia Post. For estimated delivery times, please refer to our Shipping Policy.
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Why did only half/part my order arrive?
Some wines are shipped in cases of 6 or 12 bottles, and Australia Post may treat each case as a separate parcel.
As a result, your order may arrive in multiple deliveries.
To track the remaining parcels, open your Australia Post tracking link and select the dropdown next to your tracking number to view the progress of each item.
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How can I update my credit card details?
To update your credit card details, please email customers@thewinecollective.com.au and we will arrange a suitable time to call you.
For security reasons, all payment information updates are handled over the phone by one of our representatives.
