Contact & Help
When will I receive my order?
All our products are shipped from Milawa, VIC. COVID-19 DELIVERY ETA UPDATE: Our delivery partners are currently experiencing huge increase in volumes, and as a result, you might experience a delay in delivery. Delivery ETA: 3 to 20 business days pending postcodes. Please contact our customer service team on 1800 032 248 if you do not receive your order after 10 days.
What payment types do you accept?
We accept payment by Visa, MasterCard, American Express, PayPal, AliPay or any other payment method we advise from time to time.
Are my financial details secure on your site?
Credit card details are not stored by Brown Brothers. Credit card details are held by Stripe, our payment gateway service provider. Stripe is certified as a PCI Level 1 Service Provider, being the most stringent level of certification available in the payments industry.
Where do you deliver to?
We deliver Australia wide, except to: designated Dry Areas, areas outside of the delivery network of our couriers and to places where we are not licensed to supply alcohol, as detailed in our Terms and Conditions.
How much does delivery cost?
Delivery services are available for all orders of 6 bottles of wine or more (you can mix and match across our range of wines) or multiples of full cases of 12 (if your order is within the category of mixed packs, cans and minis).
Delivery to PO Box can only be done through Australia Post.
We charge a flat fee per order (which will be displayed at the online checkout), based on your location and whether you choose either Aramex or Australia Post. An indication of applicable prices is set out in the following table*:
|Zone (defined by postcode)||Aramex||Australia Post|
|Albury/ VIC Country||$12.00||$15.00|
|Adelaide, Brisbane, Ipswich, Gold Coast, Sunshine Coast||$16.00||$16.00|
|QLD / SA Country||N/A||$20.00|
|Perth, Country WA||N/A||$20.00|
* Please note that we are unable to deliver goods to locations excluded from Australia Post / Aramex courier network. If you wish to obtain an estimate of the delivery cost for your area, please contact our customer service team on 1800 032 248.
Can I cancel my order?
You may cancel your order at any time before the payment for your order has been processed.
Can I authorise to leave my order if I’m not home?
Under the Liquor Control Reform Act 1998 (Vic) it is an offence
- To supply alcohol to a person under the age of 18 years [Penalty exceeds $18,000]
- For a person under the age of 18 years to purchase or receive liquor [Penalty exceeds $700]
Yes, you can have your delivery left outside your home or with another person if you cannot be present to receive your order. At the online checkout you can provide special instructions on where you want your parcel left. A person under 18 years of age cannot receive the delivery on your behalf and we reserve the right to refuse delivery of your order to a person aged under 18 years (we may require satisfactory proof of age to be produced upon request). Brown Brothers is not responsible for any loss resulting from late delivery when satisfactory proof of age is not provided.
If delivery instructions haven’t been provided and you aren’t present to receive your order, then a calling card will be left with a phone number to call within 7 days to arrange a re-delivery.
Brown Brothers is not responsible for goods that are left unattended at your request, or goods that remain unclaimed as a result of failing to contact the carrier after receiving a calling card.
What is your returns policy?
If you are a consumer, you are entitled to certain statutory guarantees under the Australian Consumer Law with respect to our Goods.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to receive a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does amount to a major failure.
What is a Customer Account?
An online account that is created by persons who place an online order or sign up to our mailing list at any time.
What are the benefits of a Customer Account?
If you create a Customer Account you will receive or continue to receive our newsletter with specials and exclusive offers, updates on new release wines, recipes and news from the winery.
How do I login to my account?
Click on the person icon on the top right of the page next to the shopping cart icon. You will be taken to a page where you can login with your email and password. Or simply click here.
How do I reset my password?
Please click here to reset your password.
How do I find my membership ID?
After you login to your account, you will see the Info section which displays your ID #.