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Top Wines FAQs
Q. How can I be sure that your wines are as good as you say they are?
A. The vast majority of the wines that we promote are award-winning wines, assessed by independent liquor industry bodies. Additionally, many of our wines are from limited editions of boutique family owned vineyards and are extremely difficult to find in the marketplace. Quite simply, we stand behind the wines we bring to you and we therefore offer a 100% money back guarantee.
Q. Is this a wine club? Do I have to join for a specific period?
A. NO! This is not a wine club. You just simply choose to purchase the wine offers we have when you are good and ready. We'd like you to join our "The Grape Vine" newsletter that will be sent fortnightly, as that is where we'll place all our really special offers.
Q.Why should I buy wine from you and not from other sites or offline retailers?
A. Over the years we have developed strong relationships with a diversity of boutique family owned wineries throughout Australia and New Zealand. This network of quality-focused suppliers, allows us to provide our membership base with an extremely limited supply of top quality wines that are extremely sort after in the marketplace. As a direct result of these dealings, we are able to offer our customers award-winning top quality wines, at the most competitive prices in the market!
Q. How can I find out about the latest wines and exclusive offers?
A. Easy. Just click on the 'Register' tab on the top navigation bar on the home page and subscribe to our e-newsletter. We will send this out to you on a regular basis to ensure that you don't miss out on bagging a bargain price on our latest offerings. Regularly visiting our website will ensure that you see the entire range and not just our promotional offers.
Q. If your wines are of such high quality, why do you sell them at such competitive prices?
A. We have the luxury and competitive advantage of being able to sell top quality wines at competitive prices because we deal direct with the wineries, effectively cutting out the margins traditionally added by intermediaries. So much to the delight of our membership base, we choose to pass on these savings to them.
Q. How does the 100% Money back guarantee work?
Simply call 1800 253 508 and speak to our customer service staff where they will guide you through the process.
Pricing & Payments
Q. What do you mean by comparative value?
A. Like famous artworks, great wines gain value with age. Therefore the value of a certain wine today, may be completely different if you cellared it for 10 years. Similarly, wines that don't have an established market presence may not necessarily charge as much as a wine that is well know or popular. Our "comparative value" system provides a dollar figure as a guide of what other wines are worth who have won similar awards or are independently rated to the same level. As industry insiders we'd like to bring you the wines that aren't yet well known or mass produced, but are fine drinking and have been viewed by the industry as such. Use the comparative value to gauge your purchase. And at the end of the day, if you don't like your purchase, we offer a 100% money back guarantee.
Q. How can I pay for my merchandise?
A. You will need to pay by credit card. We accept Visa, MasterCard and American Express. Your credit card will be debited with the amount of the order plus a Credit Card Merchant Service Fee of 1.5%. To place your order by phone, call 1800 253 508 noting the Manufacturer Number and the Product Name. Also be ready to provide your name, delivery address, mobile phone number, work number and email address. This information will be required to deliver your product and contact you should we need to discuss anything with your order.
Q. What is the Credit Card Merchant Service Fee?
A. The Credit Card Merchant Service Fee of 1.5% covers the cost imposed by the bank for credit card payments. The Merchant Service Fee is calculated as a percentage of the value of the goods purchased, and includes the cost of bank interchange fees.
Q. Do prices on your site include GST?
A. Yes, all prices quoted on our site include GST.
Q. How do I get a receipt?
A. Invoices are sent to you with your goods and are also generated instantly if you purchase online. A confirmation email will also be sent to you with your purchase details soon after you have ordered. You should keep your invoice for tax purposes as well as proof of purchase.
Q. Are my details secure?
A. Absolutely. Your transaction is secure through a triple lock secure encryption process.
Q. I looked at the price 2 hours ago and the price had changed.
A. This is possible. Top Wines aims to have the best pricing and stock available so must operate with a Real Time pricing mechanism and therefore prices are subject to change without notice. This means that at any time during the day, one of our suppliers may update their prices and this will be reflected immediately on-line. So if you see a price on something you like, act fast.
Q.Can you organise bulk purchases for Corporate clients, staff and employees or small business & office setup?
A.YES. Please call us on (phone number) to enquire.
Products
Q. What happens if my product is damaged during delivery?
A. Quite simply you are covered in your purchase with the P,H&I fee you have paid. The Postage, Handling & Insurance fee covers you for any loss or damages in transport of getting your purchase safely to you.
Security
Q. Are my credit card details secure?
A. They are 100% secure. Top Wines uses a Triple Lock payment gateway allowing your details to pass through the transaction through an encryption process protecting you.
Q. Are my credit card details safe with you?
A. Of course. Top Wines is Australia's largest direct sales company and is responsible for running many programs across Australia's largest banks and financial institutions including Westpac, ANZ and Visa. Our systems and processes for ensuring security of your information are compliant with International Standards against best practice.
Ordering & Delivery
Q. How can I place my order?
A. You can place your order online or by phone on 1800 253 508.
Q. How long does it take to deliver?
A. To provide you with the maximum saving possible we operate on a low cost business model passing on significant savings to you. In doing this, you need you will need to allow up to 10 business days for delivery after placing your order. If delays occur, you will be contacted by a customer service representative.
Q. What method of delivery do you use?
A. As we aim to deliver great savings to our customers we therefore aim to minimise your delivery charges through cost effective means of transport. Therefore, we use e-parcel from Australia Post for all deliveries.
Q. What does P,H&I mean?
A. P,H&I means Postage, Handling & Insurance. All products sold through Top Wines have a charge that covers the safe packaging, transport and insurance of delivering the product to you successfully and without damage within 10 days of purchase. This ensures the product arrives to you safely and you are protected against loss or damage.
Q. If I order multiple products is it cheaper to deliver?
A. Yes! Top Wines offers P,H&I discounts on bulk orders. You will only be charged for the 2 most expensive P,H&I charges in any one order. Whether it is multiple items of the same product, different items, or a combination of both, you will only ever be charged for 2 items in the order, and they will be calculated from the 2 most expensive.
Q. How will my product be delivered?
A. We use a variety of transport methods. Most products will either be sent by Australia Post or by courier. The method to be chosen will depend on your address and will ensure the safe and secure delivery of your order.
Q. How will my order be delivered if I order multiple items?
A. Again, to pass on greater savings to you, where multiple items are purchased, delivery may be at different times as your goods may be despatched from our warehouse on their arrival from our suppliers. Freight and handling charges apply on all orders, but are calculated according to our freight discounts policy.
Q. Can I order for delivery outside Australia?
A. Unfortunately NO. However, Top Wines can accept orders from international customers but please note deliveries can be made only to Australian addresses. If you live on one of Australia's off-shore islands, please discuss delivery arrangements with one of our Customer Consultants, as an additional delivery cost may apply.
Q. What is the last date to place my order for "pre Christmas delivery"?
A. As Christmas is the busiest time of the year for both the warehouse and all delivery services, we ask that all orders for "pre Christmas delivery" are placed by 14 December for Regional Australia and 18 December for Metropolitan Australia. Orders placed after this date will not be prioritised for pre-Christmas despatch. Of course all efforts will be made, but we simply cannot promise it will occur. We thank you for your understanding in what is our busiest time of the year. Merry Christmas!
Customer Service
Q. How do I know you are a real legitimate business?
A. We are a legally registered business with a street address 145 Darling St Balmain NSW 2041 and an ABN 49 002 693 656. We also have a customer service hotline available for your convenience and to assist you with our dealings – (insert Phone Number). Top Wines is part of the Pinpoint Group, Australia's largest marketing, loyalty, and incentive company. Representing Australia's largest blue-chip companies.
Q. I need some personal assistance with my order?
A. OK no problems. We are happy to help. Please phone (insert Phone Number)
Q. Do you offer any guarantee on my purchase?
A. Topwines offers a 100% MONEY BACK GUARANTEE should you not be happy with your purchase. Please call us on 1800 253 508 and speak to our customer service staff.
Q. I've ordered an item from your website, but then was called by customer service with stock issues. How does this happen?
A. Whilst every effort is made to ensure that stock is available for your purchase, at times supply does run out as numerous orders are received by the supplier and us at the same time. Basically, nothing is constant. Top Wines will always aim to source a replacement product for your purchase, or will otherwise contact you offering a no obligation relevant replacement product or a full refund.
Business Details
Q. What are the contact details for Top Wines?
A. The contact details are:
Tel: 1800 253 508
Fax: (02) 9555 2947
Q. What is your physical address?
A. 145 Darling Street
Balmain, NSW 2041
Australia
PLEASE NOTE: We are not set up to receive customers at this building. This address is purely for written correspondence only!!
Q. What is your ABN?
A. The ABN for Top Wines is 49 002 693 656
Technical Information
Q. What browser version is recommended for viewing this site?
A. This site is best viewed with Internet Explorer v6 or better. When the site is viewed by browsers other than that recommended, we cannot guarantee Triple Lock Security. To download the latest version of Internet Explorer or to upgrade your current version, click here. Downloading could take some time.
Q. I am having a problem with ordering through the website?
A. Please use our Customer service number 1800 253 508 to place your order (of course fee will be waived) and also identify the issue you are having noting – what you were trying to do, error message, what browser you are using and your operating system.
