Shipping policy

Delivery Information
Deliveries are made Monday to Friday between 9:00am and 6:00pm. Weekend deliveries are not available. Orders are typically dispatched within 24–48 hours, though some orders may take up to 72 hours if stock availability changes. Delivery within Australia generally takes 7–10 business days, depending on the destination. For gift purchases, providing a contact phone number is recommended.
Orders are shipped via Australia Post, or staff delivery, provided items are in stock and ready for dispatch within 24–72 hours.
We reserve the right to cancel or reject any order
Your order will be dispatched once payment has been received and authorized

Delivery Charges
Freight costs apply to selected orders and will be added at checkout. Prices below include GST for Australian deliveries and exclude GST for international deliveries.
Australian Delivery
•  All Victorian orders $13 flat rate
•  Interstate using Australia Post Starting at $15.75
Delivery deadlines are indicated as accurately as possible. We are not responsible for 3rd party delays, such as freight company delays, natural weather events, peak freight periods and a country’s customs (export/import) clearance requirements. For any assistance with delivery information, please contact us via email at sales@themelbwinestore.com.au

Returns and Refunds
Refund Processing
Refunds cannot be issued while an order is still in transit. Delivery timeframes are provided as estimates only, as courier delays may occur due to factors outside our control. While we will assist in following up with the courier where possible, delivery outcomes cannot be guaranteed.
If an item is reported as lost or damaged, a refund can only be processed after an investigation is completed and confirmation is received from the courier company. This process typically takes 2–3 weeks, and refunds cannot be issued immediately. We appreciate your patience and apologise for any inconvenience caused.

Returns Policy
Returns are accepted within 30 days from the date of purchase. Unfortunately, returns or exchanges cannot be offered after this period.
To qualify for a return, items must be unused, in original condition, and returned with all original packaging intact.
Return shipping costs are the responsibility of the customer and are non-refundable. Any approved refund will exclude original delivery charges, and return shipping costs may be deducted from the refund amount.
Delivery times for exchanged items may vary depending on your location.
Partial refunds may be issued where items are returned used, damaged, incomplete, or outside the 30-day return window.

Damaged, Faulty, or Incorrect Orders
If your order arrives damaged, faulty, or incorrect, please notify us within 24 hours of delivery by emailing info@themelbwinestore.com.au. Once confirmed, we will refund the value of the affected item(s).
We may request supporting evidence, such as photographs, to assess the issue. Claims submitted after 24 hours of delivery may not be eligible for a refund or replacement. Refunds are not available for international orders.

Exchanges
Exchanges are offered only for items that are defective or damaged. Requests must be made within 30 days of receiving your order by contacting info@themelbwinestore.com.au.
Customers are responsible for return shipping costs. Shipping fees are non-refundable. In some cases, a handling fee of 10%–20% may apply, depending on the item. Returned products must be sealed, unused, and include all original packaging. Replacement costs may apply if packaging or seals are missing.

Change of Mind & Satisfaction Guarantee
If you change your mind or are not fully satisfied with your purchase, you may return eligible items within 30 days for a refund, excluding delivery charges. Items must be returned in original, resaleable condition.
Please email info@themelbwinestore.com.au before returning items so we can assist with the process. Returns received damaged or incomplete may not be accepted.

Refund Timeframes
Approved refunds are issued to the original payment method. While we aim to process refunds promptly, please allow up to 7 business days for funds to be finalised after approval.

Non-Returnable Items
The following items cannot be returned unless required by law:
•  clearance or heavily discounted items (marked as non-returnable);
•  promotional or mystery packs;
•  gift cards.