Q: WHAT ARE YOUR BUSINESS HOURS FOR THE CUSTOMER SUPPORT?
Our Customer Service team operates between 10am and 6pm (AEST) Monday-Friday
Q: IS CUSTOMER SUPPORT AVAILABLE ON PUBLIC HOLIDAYS?
Our Customer Support team is not open on national and VIC public holidays; however, you can email us at email@example.com.
Q: WHEN SHOULD I EXPECT MY DELIVERY TO ARRIVE?
We aim to despatch your product within 3-5 business days of placing your order.
Please note that if there is a problem with your delivery, for example the product is damaged while in transit, we will be in touch to advise of a new delivery window. To ensure that there are no unnecessary delays, please keep your contact details updated in our database at all times. Delivery estimations are calculated from the time an order is dispatched from our warehouse.
Q: CAN WE PICK UP WINE OURSELVES FROM YOUR WAREHOUSE?
Sorry! Customers are unable to collect orders directly from our warehouse.
- WHAT HAPPENS WHEN A PRODUCT IS OUT OF STOCK OR SOLD OUT?
It is rare that an item is out of stock or sold out. In case a product is out of stock or sold out, you will be contacted via email or phone by our Customer Support team to either set an expectation as to when we will be back in stock or be offered an alternative product. Should neither of these options meet your requirements, we will offer an immediate credit to be used on any product, anytime or refund your order via the payment method you used at the time of the order.
- WHERE IS MY ORDER PROCESSED AND DISPATCHED?
All sales transactions at Wine Depot Coy are processed at our main operations facility in Dandenong South, Victoria.
Q: DO YOU CHARGE A DELIVERY FEE?
Yes, Wine Depot Coy applies a shipping and handling fee based on negotiated rates which are better than published rates by Australia Post on the website by postal zones. Your postcode for delivery determines this rate.
Q: DO YOU OFFER FLAT RATE SHIPPING AND POSTAGE?
No Wine Depot Coy does not offer flat rate shipping and postage. Wine Depot Coy prefers to offer products with prices exclusive of shipping and handling. Recent industry trends have shown that consumers prefer to understand the real cost for shipping and handling. This provides transparency in our pricing as you can be assured that the flat rate charge and the real cost of the freight is not disguised in the sale price. It also allows you as the customer to make a better comparison with a bricks and mortar retail store in making your purchase as to whether you drive to a store to make your purchase or happy to pay for the freight service and the convenience of delivery to your door.
Q: DO YOU DELIVER TO PO BOXES?
Yes, but an additional charge will be made and we will be in contact with you. Please be clear what the PO Box number is and at which Post Office it is located.
Q: WHAT HAPPENS IF MY ORDER IS STOLEN FROM THE FRONT DOOR?
Wine Depot Coy and its nominated carrier are not responsible for any missing or stolen goods when you specifically give us the authority to leave a product at a given address without a signature. This authority is given to us upon placing your order.
Q: HOW MANY BOTTLES ARE THERE IN A CASE?
Our standard cases contain 6, 12 or 24. Please check the offer details to confirm the number of bottles in each case is as expected before you place an order. In some instances, we do sell single bottles. This will be made clear on the product description.
Q: WHAT ARE YOUR ACCEPTED FORMS OF PAYMENT?
For all web orders, we accept Mastercard, Visa, American Express or PayPal. There is no surcharge for the use of any of the above-mentioned credit cards.