Frequently
Asked
Questions
Distinction Wines
Help & Service
Seeking more information about Distinction Wines? Look no further! Our comprehensive FAQs section is designed to address all your queries and ensure you have all the answers you need.
If you require further assistance, don't hesitate to reach out to us directly through our Contact Us page.
My Account
If you are unable to log into your account, we recommend:
- Checking if you have entered the correct email address associated with your account.
- If you have forgotten your password, you can reset your password here.
If you are still encountering issues, please contact us here and provide details of the issue. If you received an error message when resetting your password, please include a screenshot in your enquiry.
If you haven't received your password reset email and use Gmail, Hotmail, Live, or Outlook, please check your junk/spam folders as these emails may be miscategorized. Additionally, add info@distinctionwines.com.au to your safe senders list. You can reset your password here if needed. If the issue persists, please submit a general enquiry here and provide your email address and contact number for assistance.
To update your Date of Birth:
- Log into your account at www.distinctionwines.com.au.
- Go to your Account page.
- Enter your date of birth and select 'Save'
To manage your shipping address:
- Log into your account at www.distinctionwines.com.au
- Go to your Account page
- Select 'Edit Address' to modify your current default address
- Select 'Add New Address' to add a new default address
- Select 'Delete Address' to remove your current default address
You can view your purchase history in your 'Dashboard' under 'My Orders'
To unsubscribe from promotional emails:
- Open the promotional email received from us.
- Scroll to the bottom of the email.
- Click on the unsubscribe link.
Check Out
To place an order:
- Log into your account at LOGIN.
- Select your desired product.
- Click 'Add to Cart' to continue shopping or 'Shopping Cart' to proceed to checkout.
- Review your shopping cart and click 'Proceed to checkout'.
- Complete the checkout process.
- Enter your shipping and billing details.
- If you have a promo code, enter it into the provided box and click 'Apply'.
- Enter your payment details (VISA, Mastercard, AMEX, or PayPal).
- Once you have selected your payment method, click "Pay Now" and accept the terms and conditions of the sale.
- After completing the order, an order confirmation email with your order summary will be sent to the email address provided.
Special Note: If your order is time-sensitive, we recommend ordering early to allow extra transit time.
To check if your order was successful:
- Check your financial institution statement to see if the payment has been deducted.
- Check your email inbox for the order confirmation email.
- View your purchase history on the My Orders page in your 'Dashboard'.
- If your payment was declined during checkout, you can:
- Ensure your credit card has sufficient funds.
- Double-check if your credit card number was entered correctly.
- Contact your financial institution to check for any blocks or holds on the card.
If the issue persists, please contact us for further assistance.
To redeem your Birthday Voucher during checkout:
- Make sure you are logged in with the email address associated with the voucher.
- Copy and paste the promo code from our email or enter it carefully in the provided box.
- Click 'Apply' to apply the promo code to your purchase.
If you are experiencing issues with your promo code, please try the following:
- Double-check if the code was entered correctly (case sensitive).
- Verify the expiration date and requirements mentioned in our email.
- Note that promo codes are typically one-time use and cannot be combined with other codes unless specified.
If you have any questions about promo codes, please contact us.
- VISA/MasterCard/AMEX
- PayPal
Unfortunately, we do not facilitate phone orders. Please proceed with online payment.
Yes, we use leading encryption services to securely process your payment. Your credit card information remains hidden from us.
My Orders
An order confirmation email with your order summary will have been sent to the email address used at the time of purchase.
If your email account is Gmail, Hotmail, Live or Outlook, they can regularly miscategorise our confirmation emails as spam.
Steps:
- Check all junk/spam folders in case these emails are not directly received into your inbox.
- Please add info@distinctionwines.com.au to your safe senders list in your email account.
If this does not resolve the issue, please submit a general enquiry HERE to contact our friendly support team, providing your order number so they can assist you.
You can also view a copy of your Order Summary
A confirmation email with your order summary will have been sent to the email address used at the time of purchase. Your order number will be in the subject line, and the email will contain a summary of the wine you have ordered and paid for.
Alternatively, you can locate your order number here My Orders
If you’ve placed an order but made an error, please contact us immediately HERE and we’ll take care of it for you. Given we want to catch this as soon as we can, it’s best to let us know straight away so that we can get onto it quickly
Tax Invoices for your orders can be supplied upon request. Simply email us HERE with the order number and our friendly customer support team will email a copy to you.
Delivery
Once your order is shipped, you will receive an email from Australia Post with the tracking number. Visit the Australia Post website or log in to the MyPost app to track your parcel.
You can track your parcel and manage your delivery or collection by visiting the Australia Post website or logging in to the MyPost app.
If you haven't received all your items within the estimated delivery time-frame and there are no updates, please contact us so our customer support team can assist you.
You can redirect your parcels to a different address or have them left in a safe place by logging in to the MyPost app.
As our wines are subject to availability, we cannot reserve or delay the shipping of your order. Orders are sent to our warehouse team immediately for processing and shipping
If you missed your delivery, check your letterbox for a 'sorry we missed you' card from Australia Post. Your order might be awaiting collection at your local Australia Post Shop. Check the Australia Post website or logging in to the MyPost app for the latest status of your order.
Please allow 7-10 working days for delivery. If your order is time-sensitive, we recommend ordering early
If your order is marked as 'returned to sender,' please contact us for redelivery. Redelivery may take up to 14 days.
Reasons for return:
- Incorrect/Insufficient address
- Order not collected from post office
- Damaged in transit
Unfortunately, we do not offer express shipping. Ordering early is recommended for time-sensitive orders.
We cannot guarantee a call before delivery. To track your delivery, visit the Australia Post website or log in to your MyPost app.
We only offer delivery; no pick-up facility is available.
Currently, we only ship within Australia. Please provide an Australian shipping address during checkout.
We apologise if you had a negative experience with our delivery partner. Please understand that events with the courier may be beyond our control.
Product Returns
If you have received a faulty wine, please contact us as soon as possible with your order number and details of the fault. Our customer support team will assist you in resolving the issue.
If you have received the wrong wine, please contact our customer support team with clear photos of the item you received, the delivery label, and the packaging. We will review the situation and provide a resolution.
Change of mind returns are considered on a case-by-case basis. Please contact us to check if your return can be accepted. Wines returned without approval will not be eligible for a refund.
Product Queries
For some wines, we cannot guarantee the exact vintage when ordering. To avoid confusion, we do not always specify the vintage for these wines. We can advise on the most likely vintage, but cannot guarantee it.
If you have a technical question about a specific wine, you can submit an enquiry to us.
The Welcome Pack offer is valid for the first 7 days after joining Distinction Wines. After that, the pack is still available to purchase at a higher price. Please note that there is a limit of one 'Welcome Pack' per customer.
Unfortunately, we do not sell single bottles due to the high handling costs. Most of our wines are sold in pre-packed cases of six bottles to keep costs down. Occasionally, we offer special release three-packs or pre-packed mixed cases, so keep an eye out for those.