Q - I am facing a problem placing my order online. How to seek help?
A - We try to make our online process as simple as possible but if you’re encountering any problem, we are here to help you to the best of our ability. If you’re unable to place your order online, feel free to reach out to our customer support at any time. There are 3 ways to do so:
Leave us a message with the required details in the LiveChat box located in the bottom right corner of our website.
Q - I have a discount code. How can I make use of it?
A - There are two ways to redeem our discounts/ vouchers/ coupon codes.
On the Shopping Cart Page - There’s a box Apply Discount Code above Cart Totals where you can fill in the discount code before proceeding with checkout.
On the Checkout Page - In case you forget to apply the discount code on the cart page, you can input your discount code details in the box Apply Discount Code given underneath the review of your Order Summary before placing your order.
Q - How can I receive special offers from Just Wines?
A - In order to receive special offers from Just Wines on a regular basis, you’re required to subscribe to our newsletter. You will find the Subscription option at the bottom of our Homepage where you have to fill in your email address. You can also simply create an account with us to receive special discounts and offers.
Q - I am unable to use the special offer. How can I use it?
A - Please note that our email special offers have to be redeemed before their time limit. Therefore, as soon as you receive our email, try and redeem the offers immediately or check the last date so that you don’t miss out. If the offer is valid and you are not able to redeem it, reach out to us at email@example.com
Q - What payment options are available to me?
A - We accept payments via credit cards (Visa, Mastercard and Amex) and Paypal for the convenience of our customers.
Q - I am unable to find a particular wine. How can I view it?
A - If there is a specific wine you are looking for, you may find it by entering the name of the wine or the winery in our Search box located at the top right corner of the website.
Q - I receive emails from you and still, I’m not able to log in. Why is that?
A - Receiving emails from us doesn’t necessarily imply that you have a Just Wines account. It could be simply because you’ve subscribed to our mailing list. In order for you to be able to log in and initiate a purchase, you’re required to sign up for a Just Wines account. You can create an account by clicking here.
Q - How can I register or log in?
A - Click here to create an account with us or login if you already have one.
Q - How can I change my address?
A - Once you have created an account with us, you should be able to click on the My Account button at the top right corner of our website, where you can see an overview of your account and edit your billing and shipping information.
Q - I have forgotten my password. How can I get a new one?
A - You can retrieve your forgotten password by clicking on Login/ Sign Up under the My Account tab located in the top right corner of our website. As a registered customer, you will be prompted to enter your details. Please select
Forgot Your Password? and enter your email address registered with us. A link to reset your Just Wines password will be sent to you shortly. In case you do not receive an email in your Inbox, make sure to check your Spam folder. If you’re still unable to find the email, please contact us over the phone or via email for the required assistance.
Q - How can I view my previous orders online?
A - Once you are logged in to your account, you will be able to see an overview of your account in the Account Dashboard. To view your previous purchases with us, click on the My Orders tab.
Q - How do I track my package?
A - Once you have placed an order with us, you will receive a confirmation mail with a tracking ID along with our delivery partners' website link where you can easily track your order. In case, you haven’t received this email you can contact our customer support team on the number and email address given above.
Q - How much will delivery cost me?
A - Delivery charges depend on the postcode. We use Australia Post and Fastway Couriers to distribute the orders. For more details about our shipping and delivery methods, click here.
Q - How long will my order take to arrive?
A - We want your favorite wines to reach you as early as possible.
It takes 1-3 business days for your order to be processed and prepared before it is dispatched. Here are the delivery time frames for most locations:
NSW Metro - 1 to 2 business days
NSW Regional - 2 to 3 business days
Victoria Metro - 2 to 3 business days
Victoria Regional - 3 to 4 business days
Queensland Metro - 2 to 3 business days
Queensland Regional - 3 to 4 business days
SA Metro - 4 business days
SA Regional - 5 business days
WA Metro - 7 to 10 business days
WA Regional - 7 to 10 business days
Tasmania Metro - 4 to 5 business days
Tasmania Regional - 5 to 6 business days
NT Metro - 6 to 7 business days
NT Regional - 10 to 15 business days, depending on the location
If you haven’t received your order in the aforementioned time frame, contact us immediately.
Please note: In regional areas, sometimes it might take longer to deliver than mentioned, depending on the location.
Q - What happens if I enter the wrong details on my order?
A - In such cases, Just Wines cannot be held responsible for deliveries to incorrect or incomplete addresses provided. Please note that if the delivery is made to the address given by the customer, it becomes the customer’s responsibility for the entire purchase.
If the address is incorrect and/or the delivery is refused or unable to be completed, then the order will be returned to our distribution center and additional handling costs plus freight charges will be applied to a request for re-delivery. To avoid such a situation, we would highly recommend double-checking the address details ensuring that all the information provided is correct and complete.
Q - Can my order be left at the door if I am not home?
A - You can opt for your order to be left at the door by selecting our Authority to Leave option. This way, you authorize the courier to leave the goods at the delivery address and you accept that once the courier has been delivered, the complete order has been received.
Just Wines and contractors associated with the delivery are not liable for any loss or damage which can result from leaving the order at the doorstep. You agree to release Just Wines from and against any and all claims, demands, liabilities, losses, costs and expenses, including financial and other consequential losses, made, suffered or incurred by you or any other person or entity as a result of this Authority to Leave.
However, please note that under certain circumstances, Just Wines may not be able to leave your delivery as directed under an Authority to Leave request. In such instances, your complete order will be delivered to your nearest Australia Post Office or Fastway Couriers depot for your collection.
Q - Can I order wines from you if I am not 18 years of age?
A - Just Wines will not deliver wines to anyone less than 18 years of age. If there is any doubt about the age of the recipient on delivery, our delivery drivers are obliged to request some form of photographic ID. If that recipient is unable to produce the appropriate ID, then the delivery driver will be unable to leave the wine case.
Q - There has been an issue with the shipment of my order or the delivery courier. Who do I contact?
Q - I am unsatisfied with my purchase. What can I do about it?
A - If you are not fully satisfied with your purchase, you can return or exchange your purchase. We will also cover the return postage costs.
We have a 90-day Free Returns policy that we offer in the event that you’re unhappy with your wine, we’re more than happy to arrange the return of any unopened bottles you might have, for an equivalent refund or replacement.*
If Just Wines reasonably believes that a buyer is abusing our Free Returns policy, we reserve the right to suspend or cancel the policy in relation to that buyer, cancel any pending orders and/or close that buyer's account. Just Wines reserves the right to refuse the returns policy to any requests deemed unreasonable.
*Please note that our returns policy may differ for mixed packs, promotional items, or products purchased through third-party websites.
Risk of damage, loss or deterioration to product passes to the buyer upon delivery and therefore no refunds are offered for products that are damaged after delivery.
Q - I made a mistake with my order. Can I cancel or change it?
A - In such a situation, you will need to contact us within 12 hours of placing your order, as orders can only be changed or canceled before they are shipped. Email us at firstname.lastname@example.org or ring us on 1300-250-296 within business hours.
Q - I ordered through a third-party website, but my order came from you. I am unhappy with my purchase. Who should I contact?
A - We do offer our wines though deals websites such as Cudo, Scoopon, Groupon and more. If you have purchased through a site like this, please get in touch with us and quote your reference number. We can get into contact with these sites for you and sort out any issues you might have. Please note that our returns policy for products purchased via third-party websites may differ.
Q - Do you deliver to my postcode?
A - We do our best to provide wines to all the wine lovers in Australia, but there may be few areas where we do not ship due to various reasons. Here is a list of the areas Just Wines doesn’t deliver to:
Aurukun Postcode – 4871
Bamaga Postcode – 4876
Cherbourg Postcode – 4605
Doomadgee Postcode – 4830
Hope Vale Postcode – 4895
Injinoo Postcode – 4876
Kowanyama Postcode – 4871
Lockhart Postcode – 4871
Mapoon Postcode – 4874
Mornington Island Postcode – 4871
Napranum Postcode – 4874
New Mapoon Postcode – 4876
Palm Island Postcode – 4816
Pormpuraaw Postcode – 4871
Seisia Postcode – 4876
Umagico Postcode – 4876
Woorabinda Postcode – 4713
WujalWujal Postcode – 4895
Yarrabah Postcode – 4871
Q - I am not located in Australia. Do you ship abroad?
A - Currently, we do not have an export license to be able to ship orders overseas. However, we will be exploring this option in the near future - we’ll keep you posted!
Q - What is Wallet?
A - A place for all your wine payments on Just Wines. You can use your money or save it for future purchases in the wallet.
Q - Where can I use my Wallet amount?
A - You can use the wallet amount to make purchases across the Just Wines website. You can use it for JW Cru membership also.
Q - Can I convert my Wallet balance into cash?
A - No. You cannot convert your wallet amount into cash. You can only use the amount to buy wines on the website.
Q - How should I recharge my Wallet?
A - Add your valid credit card details and the amount that will be used every month.
Q - What is JW Cru membership?
A - An exclusive membership plan that offers the best prices, wines and savings. Not just that, you get access to exclusive products and personalized services under the membership. You will have to deposit a bare minimum amount of $30 into your wallet monthly and all the benefits will start coming to you.
Q - How do I become a JW Cru member?
A - Simply click on the Join Now button, and add the membership to your cart. Create your JW Cru online account and checkout. You are now ready to go. Start enjoying the benefits of your membership, and you have 30 days until your first deposit is done.
Q - Why should I become a JW Cru member?
A - Because you are in for some great wines, prices and savings. You will save better and drink better for sure. Your $30 monthly deposit will keep on accumulating in your Wallet every month, and within 4 months, you will have $120 to use and buy a wine case of your choice from our wide range of options. You will have nothing more to pay. Your pocket feels light. Right?
Q - Do you have any other membership plans?
A - No, currently only JW Cru membership is available.
Q - How do I place a bid?
A - Log in with your registered account. If not registered, create an account. Enter the maximum amount you are willing to pay for the wine. Click on ‘Bid Now’ to submit your bid. The bidding starts from $19 onwards and can go up to as high as you are willing to pay for that lot.
As soon as you submit, you will get a mail on your registered email address with a notification mentioning the successful bid.
In case you get outbid, you will be notified about it via mail. Moreover, the lot status of the bid will change from winning to outbid. You can repeat these steps to maximize your chances of winning for the same lot of wines.
Please note: A valid credit card / debit card is required in order to place a bid at Just Wines. At this time, we are unable to accept payment through PayPal for auctions category products.
Q - What is an Autobid?
A - An auto bid feature automatically sets bids on your behalf until your maximum is reached.
Q - How does it work?
A - Simply decide the maximum price you are willing to pay for the item you are bidding on. The Just Wines Autobid command automatically bids for you each time some other user places a higher bid to win the sale. The low bidder will immediately receive an email notification saying "You have been outbid". You can easily raise your bid amount via your bid list, accessed through the account page.
Q - What are some smart auto bidding strategies for users?
Bid the highest amount you are willing to spend for the lot
Make sure your autobid exceeds until the lower auto bid reaches the maximum limit
Check your bid list to keep track of all the bids place
Q - How do I know If my bid has been successful?
A - When an auction ends, we will notify you by email sharing invoice of lots you’ve won. You can also check the status of your bid in the My Account section.
Q - How does it work?
A - If you were outbid, you will get the chance to increase your final price again in order to win the auction item.
Q - Is there a cost to bid an auction?
A - There is no cost to bid at Just Wines. However, all bidders will be subjected to a Buyer's Premium (17.5%) which is added to the winning bid when the auction closes.
Note: The Buyer’s Premium is charged only on successful bids.
Q - What career opportunities are available at Just Wines?
A - We love wines and people who love wines. If you are a wine enthusiast just like us, send your resume to email@example.com.
Q - I do not wish to receive emails anymore. How can I make them stop?
A - To unsubscribe from our emails, you will find a link located in all of our newsletters towards the footer of the email. Alternatively, you may contact us to make this happen for you.
Q - I love you Just Wines, how can I show my support?
A - You can always show your support and love for Just Wines on Google reviews. You can also connect with us on our socials - Facebook, Instagram and Twitter.
"Just Wines - Trusted by Australian wine lovers to deliver millions of bottles every year"