Frequently Asked Questions
How many bottles do I need to purchase?
You can buy wine from us by the bottle or by the dozen or more. We pride ourselves on our sharp pricing and extensive range, and encourage you to choose a wide variety of wines and make your own mixed cases.
Can I get personalised advice?
I can't find a wine listed on your website. Can you order it in for me?
I'm trying to add more of a particular wine to my cart but the website won't allow it
This means our stocks are low of this wine and the website will only allow you to order what we have in stock. However, the good news is that we may be able to order in more of the wine for you. Just email us at [email protected] or call (02) 9907 2758 and we’ll do our best to source the product you’re after
What do you charge for delivery?
Free delivery is available to customers throughout Australia who spend $150 or more in a single transaction. Otherwise, we charge a flat $15 per delivery for 12 bottles or less.
Note – we cannot deliver to the following dry areas:
Aurukun Postcode – 4871
Bamaga Postcode – 4876
Cherbourg Postcode – 4605
Doomadgee Postcode – 4830
Hope Vale Postcode – 4871
Injinoo Map Postcode – 4876
Kowanyama Postcode – 4871
Lockhart River Postcode – 4871
Mapoon Postcode – 4871
Mornington Island Postcode – 4825
Napranum Postcode – 4874
New Mapoon Postcode – 4876
Palm Island Postcode – 481
Pormpuraaw Postcode – 4871
Seisia Postcode – 4876
Umagico Postcode – 4876
Woorabinda Postcode – 4713
Wujal Wujal Postcode – 4873
Yarrabah Postcode – 4871
I'm buying wine as a gift. Can you enclose a note?
Yes we can. You can leave notes at checkout and we can enclose a card with your personal message to accompany the wine delivery.
Who will deliver my order?
Depending on your location, we use Australia Post or Fastway Couriers for standard deliveries. If you have special requirements, live in a remote location or require a more urgent delivery service, please contact us and we will do our best to accommodate your request.
How can I track my delivery?
Once you place an order with us, you will receive an email confirming the order details. Once the order has been picked, packed and despatched you will receive an email with a tracking number.
What if I am not home when my wine is delivered?
You don’t need to be. When you place your order, simply leave instructions so the driver knows where to leave your wine. If no instructions are left, the driver will look for a safe place to leave your delivery. Note – deliveries may not occur if:
- Delivery instructions are unclear.
- There is a risk that minors may access the delivery.
- The delivery address cannot be accessed safely.
- If no specific instructions were provided, the driver is unable to find a suitable location to leave the delivery out of public view.
- There is a risk of damage to the delivery due to extreme weather or other site conditions.
If a delivery cannot be made the driver will leave a card with further instructions. Please contact us if you are unsure about next steps.
Can I collect my order from your premises?
Not yet, but we are working on offering this to customers in the future.
How long will my order take to be delivered?
Please allow 5 business days for our standard delivery service, although your wine will likely arrive much sooner if you’re in Sydney! Deliveries to Western Australia and some remote parts of South Australia and Queensland can take 7-12 days. Due to border restrictions and the extra volume of parcels being sent at Christmas time, additional delivery times are being experienced to some areas. If you require an urgent delivery, please let us know and we will do our best to accommodate your request. Additional charges will apply.
Do you ship in hot weather?
In periods of extreme weather we may delay delivery of your order to safeguard the condition of the product. When your delivery is due for despatch, we will utilise the BOM forecast and contact you to discuss options when the forecast in Sydney and/or the destination location is set for consecutive 30+ degree days. As a further safeguard, please state any specific requirements in the notes section when you place your order.
Do I need to create an account?
No, you can purchase from us as a guest without the need to open an account. However, opening an account has its benefits…..
What are the benefits of opening an account?
- Faster checkout time – we save your details for future purchases.
- Access to special offers, discounts and our newsletter.
- Manage your account – track deliveries, view order history, update contact/delivery details.
What if an item I have ordered is out of stock?
We make every effort to ensure our website is accurate and up to date. In the unlikely event that a product you have purchased is out of stock, we will contact you to offer a refund, alternative product or the option to place the item on backorder.
What is your returns policy?
We want you to be 100% satisfied with the wines you buy from us and go to great lengths to ensure you receive your order in perfect condition. If you are not 100% satisfied with your delivery we offer a full refund within 60 days of purchase. See our Returns and Refunds Policy under Terms and Conditions for full details.
WINES FROM ARTISAN, ICONIC AND FAMILY-OWNED PRODUCERS
Waters Wine Company offers a great range of well-chosen, good value and interesting wines