Frequently Asked Questions
When are you open over the holidays?
We are open Monday 23 Dec and Tuesday 24th Dec from 11am - 7pm. Our usual trade resumes on the 6th of January. In between, we are open New Year’s Eve from 11am - 7p and on Saturday 4th January from 11am - 7pm.
What is the delivery time frame during the holidays?
We are accepting local orders for deliveries until Christmas Eve. No orders will be delivered from Christmas Day until normal trade resumes on January 6th.
What are my delivery options if I live in the Canberra District?
For Canberra orders (ACT postcodes), you can receive free delivery when your order is over $50. Where your order is less than $50, there is just a $9.95 delivery fee. For those of you who live in Queanbeyan, Googong, Karabar, and Jerrabomberra, you can select a special $9.95 delivery option.
All local orders are hand-delivered Monday through to Friday, by a member of our team. No deliveries are completed on Weekends, during Public Holidays or over our Christmas or Easter Shutdown periods, unless we have specifically stated (i.e. Mother’s Day Hampers or Christmas Eve deliveries).
How soon can I have my items delivered? Can I select to have my items delivered on the same day as I ordered?
At checkout, you are able to request a specific delivery date (i.e. a birthday). We try our very best to accommodate all of your requests, however it is not possible for us to deliver your order before our current wait time. We generally deliver local orders within 2 business days.
If you require same day delivery you can have your items collected/delivered by Uber parcel. Give us a call and we can talk you through the process. Uber parcels cost roughly the same as an Uber ride.
What payment methods do you accept?
Online we take Apple Pay, Visa, American Express, and Mastercards; in-store we also accept CASH. We have made the decision not to use buy-now-pay-later options, as we feel the sale of alcohol in this format could cause potential harm or risk.
How do you select the products in your store?
Apart from our small collection of French Champagnes, everything in our store comes from the Canberra District. We stock around 60 Canberra wineries, 15 local breweries and 10 distilleries from the surrounding area. Each of our over 1000 products has been tasted and hand selected by John, who is the main face of our family business. John has more than 15 years of experience in the liquor industry and is an absolute wealth of knowledge.
Does making eco-friendly and sustainable choices matter to you?
It sure does! Our family has always been eco-conscious and we love that we are able to supply you products from our local region, meaning a lot less delivery miles. We shop directly from small, local businesses and encourage you to do the same. Our store itself and the deliveries made by our team are 100% Carbon Neutral. All deliveries sent with Australia Post are offset.
Wherever possible, we wrap your goods in paper bags, use recycled cardboard boxes and try to limit all plastic packaging. We would love to hear from you if you are interested in a ‘zero waste’ hamper option or if you have any suggestions for us. Currently, we use biodegradable cellophane but we know that we can always do better and are committed to grow!
Can I send Canberra District orders to PO boxes?
Unfortunately no, not unless you are happy to pay the $24.95 delivery fee to send the item with Australia Post. Our free and low cost local delivery options are designed so that a member of our team can deliver the items directly to you. We can however deliver to offices or workplaces if you are unable to receive your items at home.
Can I select the Queanbeyan, Googong, Karabar, and Jerrabomberra $9.95* postage option if I am located near one of these towns?
Well, that depends. These deliveries are hand delivered by a member of our team and as a general rule of thumb, can only be completed if the drive is less than 20 minutes from our Canberra City location. If you are unsure, please give us a call to discuss on 0405001615 or leave us an email at hello@canberrawineandspiritmerchants.com.au.
What if I am not home when you try to deliver?
If there is a safe spot to leave your items, we will securely leave them at your address and will send you a text message to let you know that it has been delivered. When there is not a safe spot to leave your item/s, we will give you a call to see if we can organise an alternative location or time. Generally speaking, we only have one person out doing deliveries. So it might not be possible to attempt to redeliver an item on the same day. If you know that we are unable to successfully deliver your item to your address at certain times, dates etc., please specify this at checkout and we will make sure that we organise a suitable delivery option.
What is the cost of delivering goods to somewhere outside of the Canberra District?
Items outside of the Canberra District are either sent with Australia Post. There is a $24.95 delivery fee selectable at checkout for goods that are delivered with this option. While freight is not cheap and our items are generally heavy, we may occasionally be able to secure you a cheaper option. If you wish to send something ‘small’ or ‘light’ weight, please send us an email and we will get back to you with the cheapest option. We hope that you understand that we are a small business and that we are trying to keep our everyday product costs low for everyone.
What is the cost of receiving subscription orders?
Interstate subscription orders have a delivery fee of $24.95. Canberra/Queanbeyan subscription orders are always free to deliver and items to the wider Canberra District can continue to receive their $9.95 delivery cost.
What happens if I want to cancel or delay my subscription?
You can cancel or pause your subscription at any time. By default, subscriptions renew indefinitely. You may want to cancel a subscription, stop a single order, or delay a subscription renewal. To cancel your Subscription, you can do so in the Subscription panel of your Customer Account. To pause or delay your subscription you will need to send us an email at hello@canberrawineandspiritmerchants.com.au or give us a call to discuss on 0405001615.
What happens if my subscription payment fails?
There is no fee incurred if a payment fails and you will receive an email to notify you of the failed payment. The charge is attempted again after five days, and then for a final time five days after that. If the payment fails for a third time, the order and subscription are cancelled. Customers can update their payment information in the Subscription panel of their Customer Account. Subscription orders will be delivered after a successful payment has been made.
I want to send my item as a gift, can I include a message, gift card or wrapping?
Of course you can! At checkout there is the option to include a hand written message on a gift tag with any order. Should you like a more fancy option, there are several available to you. You can purchase a gift card to include a longer message, wrap your items in a gift box or gift bag, or you can turn your items into a gift hamper. Check out our Gifts & Hampers page to find out more!
Can I order a large number of hampers or gifts for corporate clients?
Yes! We are happy to work with you to organise corporate hampers and gifts. The best way to go about this is to give us a call to discuss on 0405001615 or leave us an email at hello@canberrawineandspiritmerchants.com.au. Please specify how much you are looking to spend per hamper, the number of hampers you are after and the location/date of delivery.
I am looking for wine for a function or wedding, am I able to organise a tasting?
Yes, we absolutely can! Choosing the right wines for your wedding or function, doesn’t have to be a daunting task. We are here to guide you through the whole process. Give us a call to discuss on 0405001615 or leave us an email at hello@canberrawineandspiritmerchants.com.au.
What happens if the item I ordered is unavailable?
We do our very best to secure all the items you have selected. In the unlikely event where your choice of vintage, fudge, beer, wine etc. has become unavailable we can either substitute for a similar item or contact you for your preferences. At checkout, you are asked to specify whether you would like us to make a swap or give you a call.
I am looking to curate something special as a gift or to place away in my cellar, can you help?
Absolutely! We have plenty of knowledge to share with you and are always here to help. Give us a call to discuss on 0405001615 or leave us an email at hello@canberrawineandspiritmerchants.com.au.
Do you deliver to addresses outside of Australia?
We can but it does tend to be expensive. Shipping items to New Zealand can be easily arranged through our carrier Sendle and costs $16.40 + $7.54 per kilogram. Parcels headed to New Zealand take approximately 10-20 working days to be delivered.
We are more than happy to ship items anywhere but there is a significant cost involved with shipping heavy items such as wines and spirits. If you would like us to give you a quote, you can email us at hello@canberrawineandspiritmerchants.com.au.
What is your returns policy?
If your purchase is faulty, damaged, incorrectly described or breaches a consumer guarantee, we will be happy to provide you with either a refund or exchange upon presentation of your proof of purchase. If you wish to return or exchange your purchase due to a change of mind, returns or exchanges will be at our discretion, and the Goods must:
be returned within 14 days of purchase;
be unopened; and
be in their original packaging and in a re-saleable condition.