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FAQs

What is the Just Wines success story?

At Just Wines, we like to keep things simple! Our main focus is on two things - honest communication and fabulous wines delivered to your doorstep! Also, we are committed to support Australian wineries and this is what drives and motivates us to work harder each day.

We bring together great wines, amazing deals and friendly wine advice - all at your convenience on a one-stop online shop.

We’ve had humble beginnings in 2012 and from a 2-person start-up in Warriewood, with great support from winemakers who have helped us bring great deals to you and your confidence in us, over the years, we have grown at a great pace. We wouldn’t be where we are today without your support for us!

Specials

How can I receive special offers from Just Wines?

At Just Wines, we make sure to regularly send great offers to you via email. Every now and then, we send out special offers to our registered customers that we feel are too good to advertise to the general public! To subscribe to our email offers, simply create an account with us or subscribe to our newsletter.

Placing Orders

I am having troubles placing my order online. Where can I get help?

We try to make the process as simple as possible, but if something isn’t working out for you, we are here to help! If needed, your order can be placed through one of our representatives manually. There are three simple ways you can reach us - over LiveChat located in the bottom right of our website, via email at support@justwines.com.au, and on 1300-250-296. Please see our Contact Page where you can view more detailed contact information.

I have a discount code. How can I use it?

You will find a place to input any vouchers you may have in the Shopping Cart prior to being redirected to the Checkout page. Underneath the review of your order in the Shopping Cart will be a subheading that reads "Discount Codes". There, you will be able to enter your voucher and apply it to your order for the discount. For more information, please click here.

What payment options are available to me?

Just Wines accepts payments via Visa, MasterCard, Amex and PayPal.

I am unable to find a product or special advertised offer. How can I view it?

If there is a specific product you are after, you may enter the product name in our Search box located on the top of the website.

Please note that our email specials typically end very quickly - review the email you’ve received to ensure that the offer is still valid, or contact us to confirm.

Account

I receive emails from you, or have ordered previously from you through a deals website. Why can’t I log in?

While receiving email specials from us may mean that you’re subscribed to our mailing list, it doesn’t necessarily indicate that you have a Just Wines account! Therefore, we may need you to sign up for an account if you’d like to order with us. If you have ordered indirectly from us (through a third-party website), you will still need to create an account. To create an account, click here.

How can I register or log in?

Click here to create an account with us or log in if you already have one.

How can I change my address?

Once you have created an account with us, you should be able to click on the ‘My Account’button at the top right of our site, where you can seean overview of your account and may edit your billing and shipping information.

I have forgotten my password. Where can I get a new one?

Not to worry! By clicking ‘Login’, which is located on the top right corner of our website, you will be prompted to enter your details. Please select “Forgot Your Password?” and enter your email address.A new password will be sent to you shortly. If you do not receive an email from us, be sure to check your Junk or Spam folder. If you still do not see anything, please contact us over the phone or via email and we will assist you in resetting your password.

How can I view my previous orders online?

Once you are logged in to your account, you would be ableto see an overview of your account in the ‘Account Dashboard’. To view your previous purchases with us, click on the ‘My Orders’ tab.

Deliveries

What options do I have for delivery?

Depending on the postcode, we use Australia Post and Fastway Couriers to distribute your orders. For more details about our shipping and delivery methods, click here.

How long will my order take to arrive?

As soon as possible! Please allow 1-3 business days for your order to be processed and prepared before our team is able to dispatch your order. 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

Let us know if you haven’t received your order in the aforementioned time frame so that we can immediately look into it for you!

Please note: In regional areas, sometimes it might take longer to deliver than mentioned, depending on the location.

What happens if I enter in the wrong details on my order?

Just Wines cannot be held responsible for deliveries to incorrect or incomplete addresses provided by customers. If the address is incorrect and the delivery is made, the customer assumes 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 centre and additional handling costs plus freight charges will be applied to a request for re-delivery. If the address is incorrect and the delivery is refused or unable to be completed and the customer chooses no re-delivery, then a handling charge and all applicable freight charges will be deducted from any refund made. To avoid these costs, we recommend that you double check your address details to ensure that all information provided is correct and in full.

Can my order be left at the door if I am not home?

By selecting our "Authority to Leave" option you authorise the courier to leave the goods unattended at the delivery address and you accept that once the courier has done so, the complete order has been received.

Just Wines, and contractors associated with the delivery, do not accept responsibility for any loss or damage which results from the Authority to Leave delivery method. 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.

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 these instances, your complete order will be delivered to your nearest Australia Post Office or Fastway Couriers depot for your collection.

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 appropriate ID, then the delivery driver will be unable to leave the wine.

How can I view tracking details of my order?

Once you have placed an order with us, you should receive a confirmation email detailing your tracking number(s) and how to keep an eye out for your delivery. If you haven’t received this email or aren’t sure how to check, you’re more than welcome to contact us and quote your order number - we’ll then be able to track your parcel for you.

Once your package has left us, we will send you a confirmation email along with a link to the courier’s website so that you can track your order.

There has been an issue with the shipment of my order or the delivery courier. Who do I contact?

Should you encounter any issues with your shipment from the delivery courier, please do not hesitate to contact us. Ensuring you receive your order is our job! We are happy to contact the courier for you. Please refer to our Contact Page ,where you can view our contact details.

Do you deliver to my post code?

We do our best, but there may be a few areas we are unable to ship to for various reasons. Here is a list of the areas Just Wines is unable to 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

If you’re in doubt, be sure to send us an email or contact us over the phone where we can answer your questions.

I am not located in Australia. Do you ship abroad?

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!

Returns

I am unsatisfied with my purchase. What can I do about it?

If you are not 100% satisfied with your purchase, we would be more than happy to help you 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.*

To initiate this, please contact us and let us know.

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.

I ordered through a third-party website, but my order came from you. I am unhappy with my purchase. Who should I contact?

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.

Oops, I made a mistake with my order. Can I cancel or change it?

Please contact us within 12 hours of placing your order, as orders can only be changed or cancelled before they are shipped. Email us at support@justwines.com.au or ring us on 1300-250-296 within business hours.

Other

What career opportunities are available at Just Wines?

We are always open to having amazing individuals who are enthusiastic about wines to join our team. If this sounds like you, send your resume to support@justwines.com.au.

I do not wish to receive emails anymore. How can I make them stop?

If we have left you unsatisfied, please reach out to us and let us know. We are committed to our customers. To unsubscribe from our emails, you will find a link located in all of our email advertisements towards the footer of the email. Alternatively, you may contact us to make this happen for you.

I do not wish to receive emails anymore. How can I make them stop?

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