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Frequently Asked Questions

Australia Post has experienced record volume, greater than the Cyber Week sales of peak season 2019, without the benefits of the 6+ month planning activity that precedes the period. You may have experienced delays with the Australia Post service. In a recent client engagement call, Australia Post provided the below updates on the current network status:

The factors leading to the delays that our customers are experiencing:

  • Productivity across Australia Post network is down 25%, due to COVID-19 measures and cleanliness programs (social distancing, single person loose trailer unloads, etc). Additional measures would be implemented as of today, the major one would be temperature checks on staff.
  • Parcel volumes have surpassed last year's Cyber sales volumes. This increase was not expected and usually AusPost has 6 months to plan for a peak.
  • Increase in returns due to workplace delivery address not being updated to home.
  • Domestic air freight capacity has been severely restricted and the same trend across all domestic routes

We seek your understanding and tolerance of these delays with the Australia Post service as we all work together through these unique challenges faced by the eCommerce boom that have resulted from the unprecedented market conditions brought on by Covid-19 responses. Our customer service team are experiencing high volumes of enquiries and are working overtime to provide timely responses, however we are experiencing delays in responses from Australia Post. We completely understand your frustration, but we ask that you consider an increased tolerance towards your wine deliveries and enquiries towards our team during this period.

For the latest information about delays and impacts please visit Australia Post

Yes, you can return your online order, all wines come with a 100% money back guarantee. Please refer to our returns policy for more information. 

Delivery time frames vary depending on which state you live in within Australia, Vic/NSW 1-2 Business Days, QLD/SA/ACT 3-4 Business Days, WA/NT 5-6 Business Days, TAS 4-5 Business Days.
Delivery times can also vary depending on which delivery service is being used.

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 and have no less than 9 unopened bottles in the case you are returning, we will send a private courier 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 by method as the return policy does not apply.

Your refund will be processed when the wine is received back to us and no longer than a 30 day period, however usually with 2-3 business days. Please note refunds will take up to 24-48 business hours to be deposited back into your account. These times may differ depending on the bank you are with.

Unfortunately you mixed custom cases cannot be returned.

If you’re having problems logging into your account, please email [email protected] or phone us on 03 8551 3300 and we will be able to assist you in your login process. We also have live chat on the website and our consultants are available between 9am -7:30pm.
If you’re having problems checking out and using a coupon or voucher, please email [email protected] or phone us on 03 8551 3300 and we will be able to assist you in the ordering process. We also have live chat on the website and our consultants are available between 9am -7:30pm.
We understand that you always want your order to arrive as quickly as possible, but sometimes our wines are sent from separate warehouses or have been separated whilst in the sorting process at the post office, or delivery centre. With this in mind there may be minor delays on the delivery of one of your cases. Orders in this situation will not incur an additional delivery fee. At any time you can contact our team for immediate updates via email on [email protected] or phone us on 03 8551 3300.
Mistakes happen, if you or a consultant have processed an order using the wrong address please email us as soon as possible at on [email protected] or phone us on 03 8551 3300. We will ensure the address is changed and your delivery arrives to the correct address
If you haven’t received a shipping confirmation email from us, firstly check your spam folder as it may have made its way there, if you still can’t find it then contact us on either [email protected] or 03 8551 3300.
We aim to have all ordered shipped on the same business day of your purchase. If your order misses our pickup truck for the day then your order will be shipped the following business day.
Refunds will be processed onto the same card that the order was purchased with. Alternatively, if we have any issues with the refund we will get in contact with you to get your account and BSB number to complete the refund.
You are able to do payment through: Visa/Debit Card, Credit Card, Mastercard, American Express & PayPal.

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 of $25 per case. 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.

Cancellations Due to COVID-19 

We apologise on behalf of Aus Post for a slight delay due to COVID19. Australia Post are taking extra precautions and have changed some of their procedures to ensure customers  get their products in a timely yet safe way. Your order has been flagged by the team at Oak Road Estate as high priority meaning we will monitor the status of your ordered to ensure it is delivered asap.

If you still wish to cancel your order we will need to request with Australia Post for a Return to Sender via their website. Unfortunately when lodging Return to Sender requests there is still a 30% chance the return is unsuccessful and the delivery will still be completed . If you choose to take this action unfortunately a $25.00 cancellation fee per case will apply due to Australia Post charging us for admin and return fees.

Once despatched you will receive a tracking number via email for your order. It can take a few hours, sometimes 24 hours to show any kind of an update on the tracking link.
If you have received your wine, but your bottle has broken, please reach out to our Customer Service Team on [email protected] or 03 8551 3300 so that we can get you an exchange it for a non-damaged case.
Firstly double check your order confirmation form and make sure that the wine you received was the incorrect one, then reach out to our Customer Service Team on [email protected] or 03 8551 3300 so that we can get you an exchange for the correct wine.