Need Help?

Find quick answers to your questions below

 

 

Content

  • My Order
  • My Account
  • Shopping
  • Wine Club
  • Terms & Conditions
  • Privacy Policy

 

 

MY ORDER

How long will my order take to arrive?
Our delivery partner is Australia Post. All our orders are dispatched from our winery in Plumpton, Victoria. As delivery times vary, we advise you to allow 14 days from the date you submit your order for your wine to arrive. We cannot guarantee a particular day of the week or time of day for delivery.

Please note that delivery times over Christmas, New Year and the Easter holiday period may be longer than those stated above.
 

Has my order been shipped?

    • If you chose the “Despatch Email” option, you will receive a consignment number and a link to track your wine.
    • If you chose the “Track Advice” option, you will receive an email when you wine is dispatched and at each scan point throughout the Australia Post system.
    • If you did not choose any of the above two options, please log into your account via the “Buy Wine” page and check to see if you order has been completed which means it has been dispatched.

Can I nominate a delivery time?
Unfortunately we are currently unable to offer this service.

Can I nominate specific delivery instructions?
Yes, please be as detailed as you can to ensure your wine ends up in the correct location.

Can I add “Authority to Leave” instructions after I have placed my order?
Unfortunately, we are unable to add “Authority to Leave” instructions once your order has been placed.

Can I cancel my order?
We are not legally required to offer refunds or exchanges if you simply change your mind or make the wrong choice. If a refund or exchange is permitted, please not that all goods returned must be returned in original condition (including the packaging) with proof of purchase. Please note that a delivery fee for returning the wine to us will be deducted from any refund given.
 
I think there is something wrong with my wine
If any of your wine is faulty please contact us so we can arrange an exchange or a refund. 

How much are the shipping charges?
We have tried to make it easy by offering a flat rate for each box of wine for every state in Australia. Please note that we only ship within Australia.
 
Victoria $12
New South Wales $15
ACT $15
Queensland $20
South Australia $15
Western Australia $20
Northern Territory $60
 

Do we deliver to addresses outside of Australia?
At this time we are unable to offer deliveries outside of Australia.

Can I change my delivery address after I have placed my order?
Unfortunately, we are unable to change your delivery address once your order has been submitted.

You are able to update your saved delivery address in your account at any time by signing in to your account via the “My Account” button at the top of the “Buy Wine” page. You can also update your delivery address when placing a new order.
Please be advised that Witchmount Estate Winery cannot be held liable for deliveries to incorrect or incomplete addresses provided by you.

How do I make changes to my order after I have paid for it?
First you need to sign into your account by clicking on the “My Account” link at the top of the “Buy Wine” page. This allows you to check the status of your current order and review all of your previous orders. Once you have hit the “Place Order” button then your purchase has been finalised. If the status of your order is NOT completed, please contact the Cellar Door to see if your order can be changed prior it being dispatched.

Can I track my order?

      • If you chose the “Despatch Email” option during your purchase, you will receive a consignment number and a link to track your wine.
      • If you chose the “Track Advice” option, you will receive an email when you wine is dispatched and at each scan point throughout the Australia Post system.
      • If you did not choose any of the above two options, please log into your account via the “Buy Wine” page and check to see if you order has been completed which means it has been dispatched.

My order never arrived
If you did not select to receive any a “Despatch Email” or “Track Advice”, and it is fourteen days since you placed your order, please us for assistance via phone 03 9747 1055 or by email enquiries@witchmount.com.au and we will do our very best to resolve this for you as quickly as possible.

If you selected the “Despatch Email” option:
Please check the email that was sent to you by Australia Post for link to the tracking page. If the links provided tell you that your package has been delivered but you don’t have it, please follow the instructions on the following Australia Post page https://contactus.auspost.com.au/app/answers/detail/a_id/655 If your package shows a status of “delivered” but you do not have the goods and they are not waiting at the nearest post office for you to collect, please contact us for assistance via phone 03 9747 1055 or by email enquiries@witchmount.com.au and we will do our very best to resolve this for you as quickly as possible.

If you selected the “Track Advice” option:
Please check the emails sent to you by Australia Post for your Package Tracking Numbers. If the links provided tell you that your package has been delivered but you don’t have it, please follow the instructions on the following Australia Post page https://contactus.auspost.com.au/app/answers/detail/a_id/655 If your package shows a status of “delivered” but you do not have the goods and they are not waiting at the nearest post office for you to collect, please contact us for assistance via phone 03 9747 1055 or by email enquiries@witchmount.com.au and we will do our very best to resolve this for you as quickly as possible.
 
Do I need to be home when my wine is delivered?
No. If you are not home a collection card will be left in your letterbox so you can collect your order from your nearest Australia Post Office.  If you do not collect the wine from the post office by the designated date the wine will be returned to Witchmount Estate Winery. If this occurs please contact the winery to discuss if a refund is possible. Please note that an administration charge of $25 will be deducted from any refund given.
 
If you have selected “Yes” for “Authority to Leave” when placing your order, then the product will be left at your delivery address. Witchmount Estate Winery and Australia Post will not be held responsible for any missing goods when “Authority to Leave” has been provided for your goods to be delivered without a signature unless insurance has been applied to the order.
 
Australia Post reserves the right to leave a calling card regardless of the of the “Authority to Leave” request. Some examples of a collection card being left are:

      • There was no one to sign for the wine and no clear delivery instruction authorizing them to leave the parcel in a safe place.
      • The person at home was unable to provide proof of age.
      • There was an “Authority to Leave” but the driver was concerned there were minors in the vicinity of the premises.

Persons under the age of 18 years cannot sign for or accept delivery of wine and alcohol products. As per Australia Post’s Wine-Alcohol Delivery Policy, failure to produce proof of age will result in the non-delivery of the wine.
 
Australia Post drivers are not able to call on approach, please check your dispatch email for tracking information.

I think I may have received the wrong wine
If you think you have received the wrong product, please contact us either via phone or email within 48 hours of receiving the goods so we can assist you.
 
Is there a minimum order?
There is a minimum order of 1 bottle of wine. We can best deliver wine in multiples of six eg. 6, 12, 18, 24 etc. Witchmount Estate Winery reserves the right to limit the number of products purchased.
 
I can’t find the selection of wine I want in the online store
If you are after a selection of wine that is not available on the online store, please call Cellar Door between 11am and 5pm Wednesday to Sunday or via email enquiries@witchmount.com.au so we can arrange a special order for you. Please note that we can only deliver wine in multiples of 6 eg. 6, 12, 18 etc.
 
Can I insure my wine?
Yes. Australia Post offers transit cover at a rate of $1.80 per every $100 or part thereof. If you wish to include transit cover, please select this option on the product page. 

Why do we ask for ID?
Witchmount Estate Winery supports the responsible service of alcohol. It is against the law to sell or supply alcohol to, or to obtain alcohol on behalf of, a person under the age of 18 years. You can purchase Witchmount state Winery products online or over the phone and have your order delivered to your home or office.  Liquor Licensing Legislation require that you must be over 18 years of age in order to place and receive an alcohol delivery. For further information regarding Liquor Licensing please refer to the Liquor Control Reform Act 1998 . We may ask you to provide additional details or require you to confirm your details to enable us to process any orders placed with us either online or over the phone.
 

MY ACCOUNT
 

Do I need to create an account?
You are able to buy wine from us without creating an account, but it is a much simpler process if you set yourself up an account first. Register now, it’s fast, easy and free.
 
How do I create an account?
Click the “My Account” link at the top of the “Buy Wine” page. Then simply follow the prompts to complete setting up your account. Your information will NEVER be sold any other company and is kept completely private. Please view our Privacy Policy (hyperlink) for more information.
 
Are my credit card details secure?
Absolutely. Witchmount Estate Winery gives customers a choice of using PayPal or the Securepay Payment Gateway for their online credit card transactions.

PayPal

For their full term and conditions go to https://www.paypal.com/webapps/mpp/ua/useragreement-full

Securepay
An Australian company that processes online credit card transactions for Australian merchants, providing a safe and secure means of collecting payments via the internet.

      • Payments are fully automated with an immediate response.
      • Your complete credit card number CANNOT be viewed by Witchmount Estate Winery staff or any other third party.
      • All transactions are performed under a 128 bit SSL Certificate.
      • All transaction data is encrypted for storage with Securepay’s bank-grade data centre, ensuring protection of your credit card data.
      • Securepay is an authorized third party payment processor for all the major Australian banks.
      • Securepay at no time has access to your funds; all monies are directly transferred from your credit card to the merchant account held by Witchmount Estate Winery.

For more information about Securepay and online credit card payments, please visit www.securepay.com.au

When will my card be charged?

Your card will be charged as soon as you select the “Place Order” button.

 

What are my responsibilities for my Witchmount account?
1.       Don’t share your sign in details with anyone else or store them in an un-secure location.
2.       Notify us immediately by phone or email if you suspect your account has been tampered with.
3.       Make sure your credit card/debit card details are valid.
4.       Familiarise yourself with our website’s Terms & Conditions
 
How do I sign into my Witchmount account?
Click on the “My Account” button on the “Buy Wine” page and then enter your details.

How to I edit my account information?
Click on the “My Account” button on the “Buy Wine” page to edit your account information.

I have forgotten my password
Click on the “Forgotten Password?” link on the “Buy Wine” page. You will then be sent an email with your password.

Can’t work out how to register or sign in?
Contact the Cellar Door Manager either by phone 03 9747 1055 or email  enquiries@witchmount.com.au and we will help you out.
 
How do I close my account?
Please email enquiries@witchmount.com.au to request us to delete your account.

 

SHOPPING

There are three ways to shop with us:

1.       In Person At Cellar Door

2.       Online

3.       By phone

 

Cellar Door

Cellar door is located on site at the winery and is open Wednesday to Sunday 11am to 5pm. If it is a public holiday we advise that you call ahead to check if we are open.

 

Witchmount Estate Winery

557 Leakes Road

Plumpton  VIC  3335

Tel:  03 9747 1055

Email:  enquiries@witchmount.com.au

 
Online
To place an order online, first browse our wine selection for what you are looking for and add the products to your shopping cart using the “Add to Cart” button.
 

When you have finished shopping, select the “View Cart” button to check your order and select your freight charges.
 

You don’t need to register first before you can complete an order. However, by creating an account, you will save time by not having to re-enter your address details, be able to see what wine you have purchased before and save time when placing your next order. There are four stages of the checkout process. Follow the onscreen instructions to complete your order.

1.       Your details – this section will confirm your name, email address and phone number.

2.       Delivery details – this section allows you to choose the delivery address you would like your order delivered to.

3.       Payment – this section will prompt you to enter your billing address, payment method and card details.

4.       Order confirmation – this will display your order summary. A confirmation email will also be sent to the email address you supplied during checkout.

 

You will know you have completed our order successfully when you see the order confirmation page. This will display your order number and order summary. A confirmation email will also be sent to the email address you provided during the ordering process.

Phone
To place a phone order for delivery simply call our Cellar Door on 03 9747 1055.
 
Gift vouchers
We will be offering gift vouchers in our store in early 2014.