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Brown Brothers FAQ

ONLINE CELLAR DOOR

When will I receive my order?

You can expect to receive your order within 3-10 business days of placing your order. Delivery times may be subject to stock availability.

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 and American Express.


Is your site secure?

Credit card details are processed using SSL 1024 bit encryption and are not stored by Brown Brothers.


Where do you deliver to?

We deliver Australia wide except to designated ‘Dry Areas’ as detailed in our Terms and Conditions.


How much does delivery cost? 

Orders of 12 x 750ml bottles or more are charged a flat fee of $9. For orders less than 12 bottles, please refer to below:

VIC, NSW ACT, SA QLD TAS & WA NT
$13 $16 $26 $32

Can I authorise to leave my order if I’m not home? 

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 checkout you can special instructions on where you want your parcel left. A person under the age of 18 years-old cannot receive the delivery on your behalf.

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 receive a case of wine with one or more broken bottles, Brown Brothers will issue you a credit in the amount paid for the broken bottles or send replacement bottles at our discretion if you notify Brown Brothers within 7 working days of the delivery date. Brown Brothers may ask you to provide proof of the damage, as a condition of refund or replacement. You may also return any wines that are not of acceptable quality at the time of delivery, or are not in accordance with your order, by contacting Brown Brothers within 7 working days of the delivery date.

Where wine is to be returned, Brown Brothers will collect the wine from you at a mutually convenient time during Monday to Friday, 9am to 5pm (excluding public holidays). Wine should be packed to avoid breakage in transit. Freight costs for return of wines that are not of acceptable quality at the time of delivery or are not in accordance with your order will be at our cost.


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EPICUREAN MEMBERSHIP

What is an Epicurean account?

Epicurean is the name of our loyalty club and membership is free. Everyone who creates an online account, places an online order or signs up to the mailing list becomes a member.


What are the benefits of an Epicurean account?

Epicureans save 10% when purchasing wines from our Online Store and at our Cellar Door. Members can also enjoy our events, festivals and restaurant at discounted rates. Plus, members will receive our newsletter with specials and exclusive offers, updates on new release wines, recipes and news from the winery.


How do I get an Epicurean account?

You can become a member at the time of our first online purchase or simply click here to join. If you are visiting our winery in Milawa, you can sign up at the cellar door.


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 #.


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THE WINE CLUB

What is The Wine Club?

The Wine Club is a subscription service of wines delivered to you every quarter. Wine packs are sent every January, April, July and October.


What are the benefits of a subscription?

A subscription package is an easy way to enjoy wines at attractive prices, delivered straight to your door, with free postage. Simply sign up for a subscription that suits your taste and our wine expert curate a selection of wines for each subscription cycle. You’ll also receive an Epicurean account and can enjoy all the benefits that the membership has to offer.


How much does it cost to join The Wine Club?

The Wine Club is free to join. You only pay for the wine subscriptions that you select.


Where can I find my subscription information?

To review your current subscription, login to your account, then click on the Subscriptions tab.


When are subscription payments due?

Your credit card will first be debited upon signing up for a subscription. For the following orders, your credit card will be debited around the 5th of January, April, July and October.


Can I change my subscription package?

Yes, you can make changes to your package at any time prior to orders being processed. Before your credit card is processed, you will receive an email reminding you that payment will be due shortly. Please ensure that you make changes to your subscription before the payment date.


When are subscriptions shipped?

Orders are sent around 16th of January, April, July and October.


Can I change my delivery address?

Yes, you can change your delivery address details via your online account at any time.


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