Existing Orders - FAQ - Virgin Wines
Welcome! Save $40 on Your First Order Use Code FIRST40 Terms & Conditions

Terms & Conditions

Offer available while stocks last. Receive $40 off on any order over $169 sitewide, excluding gift cards, advent calendar, wine plan offers or fine wine and spirits. Valid from 01/03/2025 - 14/04/2025. Offers do not include delivery. Not to be used in conjunction with any other offer. Order acceptance and the contract between you and us will only be formed on the dispatch to you of the product(s) ordered. Orders will not be accepted (nor will wine be delivered to) persons under the age of 18 years. Most orders are fulfilled within a week but please allow up to 14 days. Delivery to outlying areas will be to the agent's nearest depot. You can calculate delivery costs by clicking here. We do not deliver to parcel lockers, and unfortunately due to rising delivery costs and current liquor laws are unable to deliver to the Northern Territory. If a wine becomes unavailable, a similar wine of greater value may be supplied. If you are unhappy with the substitute we will refund to you. Normal retail prices are provided by the wineries. All our wines are covered by our guarantee – if you don't like a wine for any reason, we will refund you and arrange to the collect the wine. Please see our full Terms and Conditions of Sale and Privacy Policy available here: www.virginwines.com.au/privacy. If you have further questions, our customer service department is always happy to help. You can call us at 1300 712 870 (lines open Monday-Friday 8am-6pm AEST). To contact us via email, please write to customerservice@virginwines.com.au

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Existing Orders

How do I track my order?

We will send you an e-mail once your order has been despatched, you can track it by following the link supplied in the email or you can check your order online, by logging in to your account and clicking on order history.

My Order History

If you have an online account, you can view your order history.

Where is the rest of my order?

We despatch each case as soon as it is ready. This means that orders for more than one case may be delivered separately, so the rest of your order should not be far behind. You can check the progress of each case in the Order History area of Your Account when signed into the website.

I've received the wrong wines

If your wines differ to the ones you originally ordered, we may have needed to change a few bottles to avoid delaying your order. On some occasions we may need to substitute your wines with a wine that is of equal or greater value (at no extra cost to you!)

My case has arrived damaged

Your wine should always arrive to you in perfect condition, but if any item has been damaged along the way please let us know and we will fix this for you immediately.

I haven't received my wine/order – where is it?

Our standard delivery varies depending on your location. If your order hasn't arrived within the expected timeframe, please contact us as soon as possible and we will fully investigate. 97% of orders are despatched within 24 hours of submission and normally delivered within a week. Please allow up to 14 days for delivery to WA country, and Tasmania.

State Estimated Delivery Days
NSW 1-2 Days
VIC 2-4 Days
ACT 2-4 Days
QLD 3-5 Days
SA 5-7 Days
TAS 5-7 Days
NT 8-10 Days
WA 7-11 Days
My case has gone missing/hasn't arrived

Every delivery is monitored using our computer tracking system so that in the rare event you have a query, our staff can let you know the precise location of your order. Simply call 1300 712 870.

What is your 100% Money-back Guarantee?

We confidently guarantee every bottle we sell. If a wine fails to satisfy, for whatever reason, we'll arrange to collect it and refund you or replace the wine. We understand it can be tricky to order wine just by a description, which is why we have our 100% guarantee. If you aren't happy with a bottle don't pay for it, just contact us to let us know.

What do I do if I don't like a wine?

We are always keen to hear from you, especially if you've tried a wine that is simply not to your taste, is faulty or for any other reason, just contact us to let us know.

How do I return wine I don't like?

Returning your wine is as easy as ordering. All we'll need is your membership details and where you would like us to collect it from. Contact us to find out more and arrange a suitable day for collection.

How do I cancel an order?

If you need to cancel your order, please call our Customer Services team on 1300 712 870 as early as possible and we will do our best to stop your order from arriving. 97% of orders are despatched within 24 hours of submission. If cancellation is not possible, we will arrange a collection.

How do I change or amend my order details?

If your order hasn't left our cellar yet we may be able to change delivery address details, or cancel it completely. Please contact our Customer Services team on 1300 712 870 for further advice.

Gift Orders

We are pleased to offer a wide range of gifts to suit every taste and budget. Browse our gifts.

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