Waiting for your delivery?
How’s my delivery progressing?
Getting your wine to you as quickly as possible has always been our priority. Our own internal service standard means that your order normally leaves from our McLaren Vale warehouse within two working days of being placed.
The speediest and most efficient deliveries are where you have a place where your wine can be safely left. Please include your ‘safe to leave’ instructions where possible or a manned delivery address if you want to avoid delays with organising a re-delivery.
If you have an initial query with your delivery, your quickest source of information is to check the tracking on your order. Tracking information is sent to you once your order is dispatched from our warehouse. You can also access your tracking information in your account.
I’ve received some of my order but not all of it? Where is the rest?
Our objective is for all orders to be delivered first time, promptly and in full. Online wine orders are usually processed and shipped from our Bec Hardy cellar door within 24-48 hours of being received (excluding weekends). Your wine is usually dispatched together on the same day, but on its way to you the order can sometimes be split in transit.
This can mean that you receive some of your order one day and the remaining wine (usually) within five working days later.
Split consignments also happen more frequently in peak periods such as Christmas and Cyber Week - but are normally nothing to worry about.
If you have not received the remaining part of your order within five working days, please feel welcome to contact us (see details below).
Why can’t you use a different courier company?
We have been working with three of Australia’s largest and most trusted courier companies for more than a decade – Australia Post, Couriers Please and Aramex. They have helped us deliver tens of thousands of boxes of wine each year to customers all over Australia, and continue to do so.
That said, you may have a preferred carrier from our three service providers and you should feel very welcome to express any preference of delivery service at the time of ordering – simply add your request to the delivery instructions when checking out. We will make every effort to use your preferred carrier.
As a customer, is there anything I can do to help?
If you have a preferred carrier from our three service providers – Australia Post, Couriers Please or Aramex – please let us know in the special delivery instructions at the time of ordering online. We will do our best to use this preferred carrier.
If you have a safe space at your delivery location where your wine can be left without risk, please provide these instructions at the time of ordering online. This can avoid the frustration of having to organise re-delivery and many customers with secure locations find this option convenient. Please consult our Delivery Policy as there are some risks attached to this.
First point of contact
While online tracking is very helpful you may still have a query with your delivery. In these circumstances, we encourage our customers to contact us directly rather than contacting the courier company with any delivery issues that can’t be resolved online. We have more direct contact channels available to carriers and have experience in what to ask and look for. And most importantly, it saves our customers hitting a frustrating roadblock or experiencing extended response times when trying to contact the courier companies.
If you need help
Please remember that we are trying our absolute best to get your wine to you as quickly as we can. Frankly, the earlier you receive it, the sooner you drink it, and the sooner you order more! 😊
If you need help you can contact us in the following ways:
Call us on +61 8 8383 2700
Email us at firstname.lastname@example.org
Use the LiveChat function on this website
Finally, we understand that delivery issues can be frustrating. Our emails, LiveChat and phones are all manned by our small team, so please keep your communication polite and respectful.