Frequently Asked Questions

CREATING AN E-COMMERCE ACCOUNT

Alex Berry offers a registration facility for users who wish to create an account on the site. This provides our registered customers with a faster checkout. As a registered user, you will be able to edit these details. We will not store your credit card details. If you choose not to input the details required by the site, you won’t be able to use this facility.

When you have registered, you will nominate a password. You are responsible to maintain the confidentiality of your password, and for all activities that occur using your password, including in relation to your personal information. You should immediately notify us of any unauthorised use of your login or password or any other breach of security of which you become aware.

PRODUCT AVAILABILITY

All products are ‘while stocks last’. If a product ordered is out of stock, we will offer you an alternative, or issue a full refund.

DELIVERIES

Deliveries are usually delivered within 10 to 14 days from confirmation and payment of the order. Deliveries will only be made to addresses within Australia and cannot be sent to P.O. Boxes unless prior arrangements are made by calling us.

SHIPPING FEES

Delivery rates are calculated during check out according to the weight of your order and your nominated delivery location

Prefer to get a shipping quote? Please call Alex on 0488 401 829
Buying more than 12 standard size bottles? Please call Alex on 0488 401 829

DELIVERIES AND UNATTENDED DELIVERIES

If you pay by credit card, you may request that your delivery is left on the doorstep. However, if you pay by Paypal we cannot deliver to an unattended address and require someone to be present who is over 18 years of age and can provide proof of age.

Australia Post provides a free online package tracking service so you will be kept up to date with the progress of your order. Australia post will deliver to your door, or leave a card for collection at your local post office.

Australia Post reserve the right to leave a card even if you request an unattended delivery if:

  • There is someone home but they cannot provide proof of age
  • The delivery driver is concerned that minors are present in the vicinity of your premises
  • There is no clear instruction to leave the delivery in a safe place
  • Please note if you pay by Paypal we cannot deliver to an unattended address and require someone to be present who is over 18 years of age and can provide proof of age

REFUNDS AND RETURNS

We want you to be 100% satisfied with your order, therefore we provide you with a 100% money back guarantee.

  • If for any reason you are not satisfied with your order, you can return it to us, with an explanation as to why you returned the wine.  We will refund the amount of your order (pro rata if only some items in your order are returned), minus the original delivery fee if any.

To qualify for the 100% satisfaction guarantee:

  • You must advise us that you wish to return the products within 14 days of receiving your order.  We will provide you with information on how to return your products.
  • In the event of one bottle being sampled, we will pay the return delivery cost provided the remaining bottles are returned in the same condition they were dispatched.

Refunds will appear in 2-3 business days (upon receipt of the returned product) to the same account from which the original payment was debited, or to a nominated account of your choosing.

This satisfaction guarantee is in addition to your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it is unsafe is significantly different from the sample or description doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
  • Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
  • Returns will be accepted if the wine is faulty due to defective seals or if bottles are in poor condition on receipt of the order.

HOW TO RETURN AN ITEM

Your item must be in its original unused condition to be returned for exchange unless there is a manufacturer defect. You must return the item within 14 days of your purchase.

Please email alex@alexberry.com.au or call 0488 401 829 to request a refund or exchange, and we will assist you in your returns.

Mail your returned item to:
5 Hamilton Valley Court, Lavington, NSW, 2641 Australia

RETURN EXCEPTIONS

Some items cannot be returned if they are opened. Should you find a wine is faulty upon opening, please contact us and we will do our best to rectify the situation. Merchandise that has been used or altered will not be accepted for return or exchange.

Stock damaged on the purchaser’s premises will not be accepted for refund or replacement.

EXCHANGES

If your wine is in like new condition, you may exchange your wine for a different type. You will have to pay return shipping.

We will accept the return of such faulty items if bottle seals are in place and less than 14 days has elapsed from the time of delivery.

Additionally, bottles must be returned in the original carton to Alex Berry Fine Wine Specialist Office 5 Hamilton Valley Court, Lavington. NSW. 2641.

Contact Alex Berry Fine Wine Specialist immediately if you feel you have a claim and we will endeavour to have the problem rectified in a timely manner.

PRICING AND PROMOTIONS

The product, prices and promotions offered on our website only apply to Australia and are subject to change. The prices are all shown in Australian dollars exclusive of GST unless stated in the price per case. Delivery charges are shown separately and are not included in the displayed product pricing.

PAYMENT

We accept Visa or MasterCard and direct deposit. If the credit card issuer does not authorise the transaction or later revokes authorisation for the transaction, we may cancel the order. All payments are processed by web portal credit card processing via Stripe.com

By using the website, you warrant that any credit card details provided by you are true and correct and that you are authorised to charge the relevant payment to that credit card. You must indemnify Alex Berry Fine Wine Specialist from and against any loss or damage, it suffers in connection with a breach of this warranty.

DO YOUR PRICES INCLUDE GST?

All prices listed on this website are in Australian dollars (AUD). All prices include GST.

HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU ONLINE?

We have implemented security measures designed to provide the peace of mind you should expect when purchasing goods over the internet. Your credit card details and other sensitive information is protected using Secure Socket Layers (SSL) technology. For addresses beginning with HTTPS, all information sent to this site is encrypted, protecting it from interception by unintended recipients.

HOW LONG WILL MY DELIVERY TAKE?

To help us keep our prices down and reduce our carbon footprint, most wines we sell are delivered straight from the supplier. Others are ordered on demand and we also stock a range in our warehouse. As a result, our delivery times vary greatly – depending on their location and where your order is being delivered.

We use Australia Post and Fastway Couriers

Here’s a rough guide to how long you should allow for your order to arrive:

Standard Orders:

Melbourne, Sydney, 3-5 business days

Adelaide, Perth, Hobart: 6-8 business days

All other areas: up to 10 business days

Wines coming from cellar doors are located in regional areas and may only be open a few days per week, we ask that you allow an additional 2 business days for these to be delivered.

The delivery time frames shown above are not guaranteed and we ask that you allow 10 business days for your order to arrive (excluding weekends and public holidays.)

Please note that delivery times over the Christmas, New Year, and the Easter holiday periods may be longer than normal.

CAN I STIPULATE A DELIVERY TIME?

Unfortunately, we are unable to offer this service. We hope to introduce a premium delivery service in the future where, for a small additional fee, you will be able to choose the date and time of your delivery.

MY ORDER HASN’T ARRIVED!

Please allow up to 10 business days for your delivery to arrive. If after 10 business days you still have not received your delivery please contact us and we will do our very best to resolve this for you as quickly as possible.

DO I NEED TO BE HOME WHEN MY PURCHASE ARRIVES?

If delivered by Australian post and you are not at home your order will be left at your nearest Australia Post office or distribution centre for collection (with a card placed in your letterbox). Or, if you have selected “yes” for “Authority to leave” when placing your order then the product will be left at your delivery address. Please note, authority to leave is available for credit card purchases only. We cannot offer authority to leave for PayPal customers.

In some cases, where the wine is being sent directly to you by the winery, the wine may be sent via a courier and, if you are not home, your order may be taken to the courier’s distribution centre for collection. The person collecting the wines must be 18 or over and able to present identification corresponding to the name of the consignee.

Unfortunately, our couriers are generally unable to call you prior to delivering your order.

DO YOU DELIVER TO NEW ZEALAND?

At this time we are unable to offer deliveries to New Zealand addresses.

DO YOU DELIVER TO OVERSEAS?

At this time we are unable to offer deliveries to addresses outside of Australia.

WHOLESALE PORTFOLIOS

The company portfolios that I currently represent are handpicked to offer you a complete business solution. I offer a range of Australian and International brands including well-known volume brands to some of the most exclusive boutique producers from around the world, and are a major contributor to the success of several well-known Australian and imported wine brands as a one-stop supplier of Fine Wines for the Independent trade. Supporting the small Family Boutique wines of Australia offers a point of difference with every supplier. The independent sector is vital for the future of the Australian Wine Industry. I want to see it prosper and have staked my career on it. What we have on the webpage is only a snippet of the vast array of wines that we have access too. Our aim is to be your preferred supplier of family operated boutique wineries throughout Australia of which be complemented by a selection of iconic wines, a selection of Crystal Glassware and Oak Barrels and bulk fortified wines.