This shipping and returns policy governs the business relationship between you and us. By considering or making a purchase on our website, you agree to be bound by them.
1. Delivery Charges
1.1 Australia wide shipping is a discounted flat rate charge of $10 per carton.
1.2 We offer free delivery for orders totaling $150 or more for shipment to a single address.
1.3 In situations where re-delivery is required, full freight costs will be charged dependant on your location. Please refer to our Delivery Policy below for further details.
2. Delivery Instructions
2.1 For deliveries to residential properties, please include instructions regarding where to leave the wine (at your own risk) if there is nobody in attendance at delivery time. In the absence of instructions, we will send your wines via Australia Post. If no one is at home when delivery is attempted, a card will be left advising that the wine can be collected from the post office up to a period of 10 days.
2.2 A business address is an excellent option, and if doing so, please include the business name and operating hours.
3. Authority to Leave
3.1 By selecting our "Authority to Leave" option, or if you do not select our "Authority to Leave" option but have an authority in place with your local delivery centre giving permission to leave articles at the address you nominate, then you authorise the courier to leave the goods unattended at the delivery address and you accept that once the courier has done so, the complete order has been received.
3.2 Deonte Wines, and contractors associated with the delivery, do not accept responsibility for any loss or damage which results from the Authority to Leave delivery method. You agree to release Deonte Wines from and against any and all claims, demands, liabilities, losses, costs and expenses, including financial and other consequential losses, made, suffered or incurred by you or any other person or entity as a result of this Authority to Leave.
3.3 Please note that under certain circumstances Deonte Wines may not be able to leave your delivery as directed under an Authority to Leave request. In these instances, your complete order will be delivered to your nearest Australia Post Office for your collection.
3.4 If you do not select the “Authority to Leave” option, you agree to ensure that someone will be present to accept and sign for the delivery at your nominated address. Please specify the name of the person who will accept delivery in the “Delivery Instructions” section during the online Checkout process.
4. Delivery Policy
4.1 After ordering online, you will receive an email confirmation containing your order details (provided you have supplied us with a valid email address). We will then attempt to deliver the wines you have purchased from our warehouse in Melbourne via Australia Post or another carrier instructed by us to deliver to the address stipulated in your order. Depending on your location within Australia, the delivery time will vary between 2 and 10 business days. In outlying, flood-affected areas or during heat waves, the delivery may take a little longer.
4.2 Wine is normally delivered from Monday to Friday between 9.00am and 5.00pm. Most orders will be delivered to your door, however, in rural or remote areas, Australia Post may deliver your wine to the nearest post office or delivery centre for collection. Some larger metro areas may have extended delivery windows of Monday to Friday between 8:00am and 8:00pm, and Saturday between 8:00am and 5:00pm.
4.3 In situations or areas where deliveries are made by a courier (other than Australia Post) and no one is present to accept the delivery, your order may be taken to the courier's distribution centre for collection.
4.4 A signature is required on all deliveries. If the recipient is not available at the time of delivery the courier will leave a note with a phone number you can call to make alternative arrangements (collection or second re-delivery attempt).
4.5 Deonte Wines will not deliver wines to anyone less than 18 years of age. If there is any doubt about the age of the recipient on delivery, our delivery drivers are obliged to request some form of photographic ID. If that recipient is unable to produce appropriate ID then the delivery driver will be unable to leave the wine.
4.6 Any person collecting wine returned to a post office delivery centre or courier’s distribution centre must be 18 years old or over and able to present identification corresponding to the name of the consignee.
4.7 If an order is not collected within 10 working days or if our carrier is unable to deliver your order on the second delivery attempt, it will be returned to Deonte Wines. We will then notify you to try to arrange an alternative date for delivery, convenient to you at your own cost where full freight charges will apply dependent on the delivery location.
4.8 If we are unable to get in contact you after 10 working days from the second time we attempted delivery, we will cancel your order and return money paid for the goods. We will retain, from the total you paid, the costs we incurred in processing and cancelling your order (i.e. full freight charges, warehouse order fulfillment and re-stocking fees, together with a $10 administration fee to process the cancelled order).
4.9 If you have a Parcel Locker, please check with your provider's Terms & Conditions as alcohol may not be accepted. Returned orders will incur a re-delivery fee and cause delays in delivery time.
4.10 Deonte Wines cannot be held responsible for deliveries to incorrect or incomplete addresses provided by customers. If delivery is being made to a business address, a company name must be entered. Business addresses that do not include a company name may be classed as incomplete.
4.10.1 If the address is incorrect and the delivery is made, the customer assumes responsibility for the entire purchase.
4.10.2 If the address is incorrect and/or the delivery is refused or unable to be completed, then the order will be returned to our distribution centre and additional handling costs plus freight charges will be applied to a request for re-delivery.
4.10.3 If the address is incorrect and the delivery is refused or unable to be completed and the customer chooses no re-delivery then a handling charge and all applicable freight charges will be deducted from any refund made. To avoid these costs, we recommend that you double check your address details to ensure that all information provided is correct and in full.
4.11 Deonte Wines will not deliver wine to areas that are classified by the Australian Government as Dry Area Locations or Australian Islands that are classified as in International Waters. If you are unsure whether we can deliver to your area, please contact us.
5. Returns Policy
5.1 Should you receive a case of wine that appears to have been damaged in transit we will provide you a replacement, or an alternative product of equal value of your choice, or a full refund. Should you receive a product that is different to what you ordered, then we will provide you a replacement (if product is available), or an alternative product of equal value of your choice, or a full refund.
5.2 If you are dissatisfied with the product that you have received, you may return them for a refund under the following circumstances:
a) The un-opened wine bottles are returned in a re-saleable condition within 30 days of purchase.
b) Upon internal testing of the product by Deonte Wines, it is deemed faulty or defective.
5.3 We will refund your money when we have received the goods and we are satisfied that they are in original condition.
5.4 You will need to supply the following information, most of which will be on your invoice upon returning the product:
a) Your name and contact details
b) The Invoice Number and Invoice Date
c) Description of the product to be returned
d) The reason for return
5.5 All returns are to be delivered to:
c/o Quality Wine Logistics
469 Hammond Road
Dandenong South, VIC 3175
5.6 Please contact us for alternative arrangements. For enquiries, please contact us using one of the following means:
· Mobile: 0470 473 570
5.7 We will bear the reasonable cost of returning goods that are defective or do not meet the product description. All other returns will be at your expense.
6. Damaged in Transit
6.1 In the event that you receive any of our products that appear to have been damaged in transit, we kindly request you to:
a) Refuse to accept delivery of the products and direct the courier to return the goods to the sender
6.2 If you have already accepted delivery, and then notice that the product appears to have been damaged during transit, please notify our Customer Service Staff immediately so that we can process the return as "Damaged in Transit".
6.3 If you receive a case of wine with one or more broken bottles, please let us know within 3 working days of the date of delivery and Deonte Wines will be happy to arrange to either send you replacement bottles or issue you with an account credit equal to the price paid by you for the broken bottles.
7. Heat Policy
7.1 Provenance of our wines that we supply to you is an essential cornerstone of our business. We store all of our wines under well insulated temperature controlled conditions. All dispatched orders are treated with the utmost care. We stipulate to all our transport companies the requirement to keep our wines cool, dark and dry at all times whilst in transit to you with the additional specification that all interstate orders only travel during the night with wines being bottom stacked.
7.2 During the warmer months, we reserve the right to hold orders in instances of extreme heat (e.g. when it is likely to exceed thirty degrees for a protracted period) until there is a clear path of non-extreme temperatures from our warehouse to your specified delivery address. Whilst in our care, all orders are packed and kept resting safely in our warehouse awaiting for better climate conditions during transport to ensure that your wines remain in optimum condition all the way to you.
7.3 However, at your request and own risk, we will dispatch immediately with the understanding that Deonte Wines cannot be held responsible for heat damage under these circumstances. We will keep in constant contact with recipients but as a rule, unless specified we will hold rather than risk spoiling the wines.
8. Handling of Wine
8.1 Please note that a 6 pack carton of wine weighs more than 8kg and a full dozen case of wine weighs more than 16kg. Therefore, we advise that our customers take extra care when lifting deliveries.
8.2 If you are concerned at all about the weight, we recommend that you transfer the bottles one or two at a time.
9. International Deliveries
9.1 Deonte Wines can ship our wines internationally. International customers will be able to purchase our wines free of Australian Wine Equalisation Tax (WET) and Goods and Services Tax (GST) representing a significant savings to you.