Delivery and returns
Delivery is FREE Australia wide excluding WA, NT and some regional areas. In the case where freight is too much to cover, the buyer will be contacted and given the opportunity to pay for freight, or alternatively the order may be cancelled. Shipping to WA is $20.00 per case.Shipping to NT is $25.00 per case.Exceptions
We ship wine to most places within Australia, with the exception of some regional areas, dry communities and small islands.Freight Partner/Time Frame
Your order will be sent via our exclusive freight partner, Australia Post, and will usually arrive at your delivery address in 3-10 working days.Delivery Instructions
It’s a good idea to use a delivery address where someone will be between 9am to 5pm on weekdays. However, you can leave instructions on your order when checking out to leave it at the door. If instructions are left, Oak Road Estate take no responsibility for any lost or missing items, and if the delivery driver feels it is not safe a card will be left and the goods taken to your local Australia Post Office. Cases not collected within 14 days of the initial attempted delivery will be returned to us and a Customer Service agent will contact you to arrange re-delivery and payment of re-delivery fees, if required. Please note that we cannot accept instructions to contact you, as Australia Post delivery couriers cannot call before delivery.Cancellations
In the event where delivery is delayed beyond our control, Oak Road Estate will try to notify the buyer of the delay and its expected duration. If delivery is prevented for longer than a reasonable time, the order may be cancelled without liability to the buyer. If the buyer has a change of mind, please contact us as soon as possible. Fortunately we have one of the fastest despatch centres in Australia, meaning as soon as your order is placed it is picked and packed and put in the holding bay for Australia Post to collect. It is unfortunately for this reason that we cannot cancel your order without a cancellation and return fee. If for some reason you need to cancel your order please contact our team on either [email protected] or 03 8551 3300 for further information. Please note we are happy to organise a return or exchange once your order has been received.Returns and Refunds
Broken or Damaged Goods
Claims for any broken or damaged goods must be reported within 24 hours of delivery, either via email or phone. In the event where wine is damaged in transit and a replacement case is to be sent, Oak Road Estate will attempt to send the same case wine if the product is still in stock. If the wine is out of stock, a substitute of equal to or greater quality will be provided and the customer will be informed via phone or email.
If you are not satisfied with the quality of the goods you have received from Oak Road Estate, please contact us by email ([email protected]) within two weeks of receipt of the goods. We offer a 'no risk tasting' guarantee, so if you’re not happy with any of the wines you have purchased as long as you have given two bottles a try we will send a Australia Post to your door to pick up the remaining bottles and give you a refund on the remainder as long as they are returned in a saleable condition. Oak Road Estate takes each return on its merit, so if a customer is continually returning wine, a refund or return will be at the discretion of our Customer Service team. To minimise any problems with reselling returned stock, all stock must be returned within one month of receiving the goods and no refunds are provided on custom mix cases. Oak Road prides itself on providing customers with the highest quality wine, but if you are ordering 5 or more cases at a time we suggest a try before you buy method as the return policy does not apply.
If a wine is to be returned, please contact Oak Road Estate and our team will happily walk you through the process. All wine should be returned in its original packaging or packed safely to avoid breakage, and a refund or credit will only be applied once the wine has been received in saleable condition by Oak Road Estate. All returns are subject to couriers being able to pickup from a pickup zones if an item falls into the no return zone we will offers return slips and the wine will need to be taken to your local Australia Post outlet.
Any refunds due will be actioned within 30 days after Oak Road Estate was notified of the reason.