Top Frequently Asked Questions
If your wine was dispatched via our Sydney warehouse you should have received a dispatch confirmation
email. Your dispatch confirmation email will contain an Australia Post tracking
number and you can track your order at www.auspost.com.au/track.
If your wine was being dispatched directly to you from the winery or their local distributor, please use the contact form below to and select 'Query about my delivery' and we will contact the winery on your behalf to track your order.
Note that your purchase confirmation email will tell you where your order has been dispatched from.
So that we can offer you the best possible price, Cracka's fulfilment systems are fully automated. This means that the moment your order has been placed, the wheels start turning and we are unable to cancel your order or change any of your order details. Please see our Help section for more information.
So that we can offer you the best possible price, Cracka's fulfilment systems are fully automated. This means that the moment your order has been placed, the wheels start turning and we are unable to cancel your order or change any of your order details.
If you no longer require the wine you have received then you can return it to the following address for a refund (less the delivery fee paid with your order):
59 Wentworth Avenue
Sydney NSW 2000
Please contact us prior to returning your wine so that we can be sure to keep a look out for it so that we can process your refund for you quickly. Please refer to our Help section for more details about returns and refunds.
Sorry, but as with any auction, once a bid is placed in a Cracka Falling Price Auction it cannot be cancelled or reduced. Please refer to "Wine Auctions / Daily Deals - Your Obligations" on our Website Terms & Conditions page.
In the rare instance that you are not satisfied with a wine purchased from Cracka
Wines (other than a wine marked as "Sold as is - no refunds or returns accepted"),
then we are more than happy to provide you with a full refund for purchases of the
relevant wine by you (excluding freight costs). Provided you let us know that
you are not satisfied with the wine within 30 days of buying the wine, we’ll refund
you in full (excluding freight costs) an amount equal to the value of your remaining
unopened bottles plus one opened bottle only.
Typically you will be required to return the remaining unopened bottles of the wine in question to Cracka Wines Offices for a quality inspection, and you will assume responsibility of risk and all associated freight costs. All refunds are processed within 7 days of your notification or from the date that the remaining wines are returned to us. Wines are to be returned to:
59 Wentworth Avenue
Sydney NSW 2000
Please note that our Refund Policy / Quality Guarantee does not apply to goods that are marked as "Sold as is - no refunds or returns accepted", or for wine that is from a vintage 5 years or more prior to the purchase year.
Depending on your location, delivery time will be between 2 and 10 business days. In outlying, flood-affected areas or during heat
waves, delivery may take a little longer.
Wine is normally delivered from Monday to Friday between 9.00am and 5.00pm. Most orders will be delivered to your door, however, in rural or remote areas Australia Post may make alternative arrangements. Some larger metro areas may have extended delivery windows of Monday to Friday 8:00am - 8:00pm and Saturday 8:00am - 5:00pm.
If you are not home when delivery is attempted your order will be left at your nearest Australia Post Office for collection (with a card placed in your letter box). The person collecting the wines from the Post Office must be 18 or over and able to present identification corresponding to the name of the consignee. If the order is not collected within 10 working days, it will be returned to Cracka Wines and no refund will be available.
A signature is required on all deliveries.
Cracka Wines will not deliver wines to anyone less than 18 years of age. If there is any doubt about the age of the recipient on delivery, our delivery drivers are obliged to request some form of photographic ID. If that recipient is unable to produce appropriate ID then the delivery driver will be unable to leave the wine.
Cracka Wines cannot be held responsible for deliveries to incorrect or incomplete addresses provided by customers. If the address is incorrect and the delivery is made, the customer assumes responsibility for the entire purchase. If the address is incorrect and/or the delivery is refused or unable to be completed, then the order will be returned to our distribution centre and additional handling costs plus freight charges will be applied to a request for re-delivery. If the address is incorrect and the delivery is refused or unable to be completed and the customer chooses no re-delivery then a handling charge and all applicable freight charges will be deducted from any refund made. To avoid these costs, we recommend that you double check your address details to ensure that all information provided is correct and in full.
Of course! You can call on 1300 272 252 to speak to one of our experienced wine consultants. Alternatively, you can use the form below and select 'Help choosing wine'. Please include your contact phone number in your message so we can help you as quickly as possible.
Unfortunately we do not generally accept private sellers, unless the wines are in volume and are in unopened cases.
If you are winery or distributor and you want to sell your wines on Crackawines.com.au, please use the form below, select 'Selling wine through Cracka Wines' and we will make sure your enquiry is forwarded to our Sales Manager.
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Please fill in the form below and one of our attractive Customer Service staff will get back to you. We strive to answer all email support requests as quickly as possible. If you haven't heard back from us in a couple of days, don't worry, we definitely have your message and are working our butts off to get back to you as soon as possible.
If your query is urgent, please feel free to call us on 1300 CRACKA (1300 272 252)