Frequently Asked Questions
We are here to help
ORDER ISSUES
How Long Will It Take To Receive My Order?
For Melbourne Same Day (within 12km of Preston, 3072) you will receive your order same day if order was placed by 1pm. For Melbourne Outer Metro, all deliveries should arrive 1-2 working days from order date. Sydney, Canberra and Adelaide should arrive between 1-5 days. Perth + Hobart around 5-10 working days. For the rest of Australia, delivery times are pretty varied, please contact us for an estimate :)
I'm missing a product from my order, what do I do?
Email us at thristy@finwines.com.au with your order number and information on the missing items. Alternatively you can text or call us on 0402282449. We will then send out the missing product as quick as humanely possible :)
What do I do if I receive a faulty/broken item in my order?
Damn that's annoying. We hate receiving broken bottles of wine.
Let us know at thirsty@finwines.com.au, alternatively text/ring 0402282449, and we shoot out a replacement in super human speed. Please send us photos of anything that is broken :)
I haven't received tracking information for my order
Let us know at thirsty@finwines.com.au, alternatively text/ring 0402282449, and we will resend your tracking information.
FYI, we only operate online deliveries and pickups from Monday - Friday, 8.30 am - 4.30 pm. Therefore any orders made after 2pm on Friday will be processed on Monday morning :)
I haven't received a pickup notification for my order
Let us know at thirsty@finwines.com.au, alternatively text/ring 0402282449, and we will make sure if your order is ready for pickup. Pickups are ready between 30 mins - 2 hrs after ordering. If you are extremely thirsty and need your order quick sticks, give a us a bell and we will see what we can do :)
FYI, we only offer pickups from Monday - Friday, 8.30 am - 4.30 pm. Therefore any orders made after 2pm on Friday will be processed on Monday morning :)
I still haven't received my order!
Let us know at thirsty@finwines.com.au, alternatively text/ring 0402282449, and we will check up on your order. Sometimes the couriers do not register damaged packages on their system, so we have to ring them.
**Please note, due to COVID-19 and the lockdowns associated (we are based in Melbourne), couriers have a massive backlog of deliveries, so delivery estimates are not being kept to. This absolutely sucks, we know, you just want to knock back some nectarous grog. If it has been a particularly long time please do not hesitate to give us a nudge and a poke. We are happy to chase up these orders, and resend if needed <3
PRODUCT & STOCK
There is sediment in my wine.
This is pretty common in our wines, especially the fizzy ones. Due to re-fermentation in the bottle (that's how we make all those delicious little bubble) there will be dead yeast cells at the bottom of the bottle. They are completely harmless :) We recommend storing the bottle upright before consuming; the dead yeast cells will want to stick to the bottom of the bottle.
Due to the way we make our wine, without fining, filtration and cold stabilisation, we sometimes get tartrate crystals forming in the wine. These are completely safe. Just not aesthetically pleasing to some :)
How can I purchase a gift voucher?
Coming Soon . . .
Why have I received an email saying the item I've ordered is out of stock?
Occasionally we accidentally sell a product we have run out of. Whoops. We will refund immediately and funds will clear within 1-2 working days. Otherwise we are happy to send an alternative product :) We will contact you to ask you what you would prefer <3
How can I search to find products on the website?
In the top right hand corner there is a magnifying glass icon. Simply click on it and search away. If you can't find what you are looking for let us know at thirsty@finwines.com.au, alternatively text/ring 0402282449.
RETURNS AND EXCHANGES
What is your return policy?
You have rights under Australian Consumer Law! If a product you have purchased from Fin Wines is faulty, damaged (excluding damage caused by misuse), wrongly described or breaches a consumer guarantee, we will happily refund your money, exchange or, where possible, repair the product.
You are entitled to 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
When can I expect my refund?
You can expect your refund within 1-2 working days from refund confirmation email :)
STILL HAVE ANY QUESTIONS?
0402282449
thirsty@finwines.com.au