Frequently Asked Questions

We make every effort to ship all orders on the same business day of your purchase. If your order misses our pickup truck for the day, or orders placed on weekends or public holidays then your order will be shipped on the following business day.

Once your order has been shipped, you will receive a tracking number via email for your order. It may take a few hours, sometimes 24 hours to show any kind of an update on the tracking link. You can use this information to track your order/s by clicking on the tracking link in your email. Alternatively, you can track your order through this link Track My Order, you will need to enter some details so the system can identify and track your order for you.

Fortunately, we have one of the fastest dispatch centres in Australia, meaning as soon as your order is placed – it is picked and packed by our dispatch team and passed onto our couriers. In most states, you should receive your order within 1-4 business days, however remote areas may take between 3-6 business days. Shipping times can vary depending on which state you live in; please allow additional time to receive your order during peak trading periods. Delivery timeframes are quoted in business days by our couriers and are a guide only.

VIC: 1-2 business days
NSW: 1-2 business days
ACT: 1-3 business days
QLD: 3-4 business days
SA: 3-4 business days
TAS: 4-5 business days
NT: 5-6 business days
WA: 5-6 business days

All parcels are shipped with a “Leave in a safe place” delivery service, so if you are not home at the time of delivery, for your convenience, your parcel will be left in a safe and secure place if deemed safe to do so by the delivery driver. Should the driver feel that it is not safe to leave your delivery on your premises, you will be left a calling card and your parcel will be taken to your local Australia Post office. This information will also show on your tracking information if it was taken to your LPO.

If your tracking does not say your item has been taken to the post office, some places to check are around the front of your home – especially behind bins / pot plants / fences and pillars. If there is still no sign of your parcel, please also check in with members of your household in case your delivery has been taken your delivery inside. 

If there is still no sign of your order, please don’t panic – our customer support team will see to this and make sure your order is located and delivered. Please contact us here.

If you are having problems checking out and using a coupon or voucher, please contact our Customer Support team and we will be able to assist you in the ordering process.

We love to hear all customers feedback, please feel free to leave a message!

Of course! Product Review is the perfect place to leave comments on your order

Yes, absolutely!

We ship Australia wide except for dry areas as advised by the Government

FREE SHIPPING on orders being shipped to ACT, NSW, VIC, SA, QLD and TAS. 
Shipping fees apply to orders going to WA ($20.00) and NT ($25.00) per case.

Not to worry! As long as you still have access to the email address that is registered with your Oak Road Estate account, simply click on the “forgot password” button and follow the prompts to re-set your password.

If you are having problems logging into your account, please contact our customer service team and we will be able to assist you with your login process.

Easy! Please login or create an account with Oak Road Estate, add the item and the QTY to your cart – then proceed to check out! Alternatively, if you would like for one of our sales agents to contact you to place an order or discussing some of our products, please click here.

Easy! Please login or create an account with Oak Road Estate, add the item and the QTY to your cart – then proceed to check out! Alternatively, if you would like for one of our sales agents to contact you to place an order or discussing some of our products, please click here.

Once an order is placed, we are unable to cancel or change the order due to having one of the fastest dispatch centres in Australia. For any cancellation requests on orders that have already been processed by our dispatch team, will incur a $25.00 cancellation fee per case should you wish to proceed with cancelling.

We understand that mistakes can happen, however changes to items on orders and shipping addresses are not always possible for our team to catch before the order has been processed by our dispatch team. Once this has happened, it is not possible to make any changes to your order. Please check your shipping information carefully before you place your order as our dispatch team processes orders quickly. 
If our team were unable to amend your order before the item has been processed by our dispatch team, we will look at alternate avenues to amend your shipping address. Please ensure you reach out to our team as soon as possible

Please make sure you have checked your junk and spam folders in case the automatic receipt of your purchase has been sent there. You can mark us as SAFE too so that you won’t miss a beat from us in the future! Still no luck finding this one? Not to worry, contact us so we can re-send it to you.

We understand that you want your order to arrive as quickly as possible to best see where your missing item is, please make sure that you have logged into your Oak Road Estate account and reviewed the tracking information on the courier’s website. Please ensure that you are clicking the arrow across to review tracking information on each item. Sometimes your order may have been separated whilst being sorted within the delivery network and could arrive on separate days.

Please note, that sometimes your order may be split up amongst our warehouses and can be shipped from one or both of our two warehouse locations.

Of course! Please provide your details below and we will add you to our mailing list

Yes you can!
For emails, please scroll to the bottom on the email and click “unsubscribe”.
For text messages – please message “STOP” to 04________. Please note the original message that you have received is a “NO REPLY”

If you are not satisfied with the quality of the goods you have received from Oak Road Estate, please contact us within 3 months of purchase. If you’re not satisfied with the wine that you have purchased, we offer a ‘no risk tasting’ guarantee as long as you have given 2 bottles a try and have no less than 9 unopened bottles in the case that you are returning.

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 re-selling returned stock, all stock must be returned within 3 months of purchase. 

We do not offer returns, refunds or exchanges on mixed cases

Oak Road Estate 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.

Yes, you can return your online order, all wines come with a ‘no risk tasting’ guarantee. Please refer to our returns policy for more information.

Unfortunately, we do not offer returns, refunds or exchanges on mixed cases.

That’s not a problem! Please contact our support team to discuss this exchange. Contact us here.

We offer multiple different payment options. You are able to pay for your order using the following methods:

• Visa/Debit Card
• Mastercard
• American Express
• PayPal

Unfortunately, not. Payment is required before we can release the goods.

Your refund will be processed when the wine is received back to us and no longer than a 30 day period, however usually within 2-3 business days of the stock arriving back to us. Please note, refunds can take between 48 - 72 business hours to clear back into your account. These times may differ depending on your bank.

Unfortunately, not. Refunds will be processed onto the same card that the order was purchased with. However, if our team have any issues with the refund, we will get in contact with you to get your BSB & ACC number to complete this refund.

You will be refunded for the returned bottles, as long as you have given two bottles a try. We offer a ‘no risk tasting’ guarantee.