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Frequently Asked Questions

Yes, you can return your online order, all wines come with a 100% money back guarantee. Please refer to our returns policy for more information. 

Delivery time frames vary depending on which state you live in within Australia, Vic/NSW 1-2 Business Days, QLD/SA/ACT 3-4 Business Days, WA/NT 5-6 Business Days, TAS 4-5 Business Days.
Delivery times can also vary depending on which delivery service is being used.

You can make a return of your wine within a 3 month time frame, with no less than 9 unopened bottles in the return. We do recommend you try 2 bottles and if you are still unsatisfied with the wine, you can make an enquiry with customer service to get your wine returned. You can contact customer service on either 03 8551 3300 or customerservice@oakroadestate.com.au

Your refund will be processed when the wine is received back to us and no longer than a 30 day period, however usually with 2-3 business days. Please note refunds will take up to 24-48 business hours to be deposited back into your account. These times may differ depending on the bank you are with.

Unfortunately you mixed custom cases cannot be returned.

If you’re having problems logging into your account, please email admin@oakroadestate.com.au or phone us on 03 8551 3300 and we will be able to assist you in your login process. We also have live chat on the website and our consultants are available between 9am -7:30pm.
If you’re having problems checking out and using a coupon or voucher, please email admin@oakroadestate.com.au or phone us on 03 8551 3300 and we will be able to assist you in the ordering process. We also have live chat on the website and our consultants are available between 9am -7:30pm.
We understand that you always want your order to arrive as quickly as possible, but sometimes our wines are sent from separate warehouses or have been separated whilst in the sorting process at the post office, or delivery centre. With this in mind there may be minor delays on the delivery of one of your cases. Orders in this situation will not incur an additional delivery fee. At any time you can contact our team for immediate updates via email on admin@oakroadestate.com.au or phone us on 03 8551 3300.
Mistakes happen, if you or a consultant have processed an order using the wrong address please email us as soon as possible at on admin@oakroadestate.com.au or phone us on 03 8551 3300. We will ensure the address is changed and your delivery arrives to the correct address
If you haven’t received a shipping confirmation email from us, firstly check your spam folder as it may have made its way there, if you still can’t find it then contact us on either admin@oakroadestate.com.au or 03 8551 3300.
We aim to have all ordered shipped on the same business day of your purchase. If your order misses our pickup truck for the day then your order will be shipped the following business day.
Refunds will be processed onto the same card that the order was purchased with. Alternatively, if we have any issues with the refund we will get in contact with you to get your account and BSB number to complete the refund.
You are able to do payment through: Visa/Debit Card, Credit Card, Mastercard, American Express & PayPal.
Fortunately we have one of the fastest despatch centres in Australia, meaning as soon as your order is placed it is picked and packed and put in the holding bay for Australia Post to collect. It is unfortunately for this reason that we cannot cancel your order without a cancellation and return fee. If for some reason you need to cancel your order please contact our team on either admin@oakroadestate.com.au or 03 8551 3300 for further information. Please note we are happy to organise a return or exchange once your order has been received.
Once despatched you will receive a tracking number via email for your order. It can take a few hours, sometimes 24 hours to show any kind of an update on the tracking link.
Firstly double check your order confirmation form and make sure that the wine you received was the incorrect one, then reach out to our Customer Service Team on customerservice@oakroadestate.com.au or 03 8551 3300 so that we can get you an exchange for the correct wine.
If you have received your wine, but your bottle has broken, please reach out to our Customer Service Team on customerservice@oakroadestate.com.au or 03 8551 3300 so that we can get you an exchange it for a non-damaged case.