Shipping policy

Winetrust

Last updated: 15 April 2026

Winetrust is operated by One Plus One Wine Pty Ltd (ABN 50 078 643 786) ("Winetrust", "we", "us", "our").

This Shipping Policy outlines the terms governing the delivery of orders placed through the Winetrust website. By placing an order, you agree to the terms of this Policy.

1. Delivery Regions

We currently ship to addresses within Australia only.

Deliveries to the following areas may be subject to extended timeframes, surcharges, or restrictions:

  • Remote and regional postcodes as classified by our carrier partners
  • PO Boxes (alcohol cannot legally be delivered to PO Boxes in most jurisdictions)
  • Unattended delivery locations (e.g. parcel lockers) — not accepted for alcohol orders

We do not ship internationally. Orders with international delivery addresses will be cancelled and refunded.

2. Delivery Timeframes

Estimated delivery timeframes from the date of dispatch:

  • Metro areas (capital cities): 2–5 business days
  • Regional areas: 5–10 business days
  • Remote areas: 7–14 business days

These are estimates only and are not guaranteed. Actual delivery times may vary due to carrier capacity, weather, public holidays, or regulatory requirements.

Winetrust is not liable for delays caused by carriers, customs processes, natural events, or circumstances beyond our control.

3. Dispatch & Processing

Orders are typically processed and dispatched within 1–3 business days of payment confirmation.

Orders placed on weekends or public holidays will be processed on the next business day.

We may hold dispatch during periods of extreme heat (forecast above 35°C at origin or destination) to protect wine quality. You will be notified if your order is delayed for temperature reasons. This is a quality measure and does not entitle the customer to cancellation or refund.

4. Shipping Costs

Shipping fees are calculated at checkout based on:

  • Delivery destination
  • Order weight and volume
  • Selected shipping method (where applicable)

Any free shipping promotions apply only to standard delivery within eligible regions and may be subject to minimum order thresholds. Free shipping promotions do not apply to remote surcharge areas unless explicitly stated.

We reserve the right to modify shipping rates at any time without notice.

5. Adult Signature Required

All alcohol deliveries require an adult signature from a person aged 18 years or older at the delivery address.

By placing an order, you acknowledge and agree that:

  • A person aged 18+ must be present and available to sign for the delivery
  • The carrier may request identification to verify age
  • If no eligible person is available, the carrier will follow their standard redelivery or hold procedures
  • Winetrust is not responsible for failed deliveries where no eligible recipient is available

Redelivery fees or depot collection charges imposed by the carrier are the customer's responsibility.

Delivery Records & Photography

We and our carrier partners may record details relating to each delivery, including:

  • Photographs of the completed delivery (proof of delivery)
  • Name, date of birth, and ID type of the person who accepted the order
  • GPS coordinates and timestamps

These records are used for proof of delivery, age verification compliance, dispute resolution, and compliance with liquor licensing laws. Delivery records are handled in accordance with our Privacy Policy.

6. Incorrect Address & Customer Responsibility

It is the customer's sole responsibility to ensure the delivery address provided at checkout is complete, accurate, and accessible.

We are not liable for:

  • Deliveries to an incorrect address provided by the customer
  • Delays or failures caused by incomplete address details
  • Orders delivered to a previous or outdated address on the customer's account

Where an order is returned to us due to an incorrect address, we may reship at the customer's expense or issue a refund minus the original and return shipping costs and a 15% restocking fee.

Address changes after dispatch are not guaranteed and may incur additional fees.

7. Damaged or Lost in Transit

Damaged Goods

If your order arrives damaged, you must notify us within 48 hours of delivery by emailing support@winetrust.com with:

  • Your order number
  • Clear photographs of the outer packaging and damaged products
  • A written description of the damage

Claims submitted after 48 hours may be declined. Refer to our Refund Policy for remedies.

Lost Shipments

If your order has not arrived within the estimated delivery window, contact us and we will investigate with the carrier.

A shipment is not considered lost until 10 business days after the estimated delivery date for metro areas, or 15 business days for regional and remote areas.

We will not issue a refund or replacement for orders still within the carrier's active delivery or investigation window.

Where a shipment is confirmed lost by the carrier, we will offer a replacement or refund at our discretion, in accordance with our Refund Policy.

8. Order Tracking

Tracking information is provided by email once your order has been dispatched. It is the customer's responsibility to monitor tracking and ensure availability for delivery.

We are not responsible for tracking discrepancies caused by carrier systems. If tracking appears stalled or incorrect, contact us and we will liaise with the carrier on your behalf.

9. Delivery Attempts & Abandoned Orders

Where a delivery cannot be completed after the carrier's standard attempts (typically 2–3 attempts), the parcel may be:

  • Held at a local depot for collection, or
  • Returned to our warehouse

Orders returned to our warehouse may be reshipped at the customer's expense or refunded minus shipping costs and a 15% restocking fee.

Orders unclaimed within 14 days of the first delivery attempt are treated as abandoned. No refund will be issued for abandoned orders.

10. Temperature & Storage During Transit

Wine is a temperature-sensitive product. While we take reasonable steps to protect shipments — including heat-hold protocols and appropriate packaging — we cannot guarantee transit conditions once a parcel is in the carrier's possession.

We recommend:

  • Selecting a delivery address where the parcel can be received promptly
  • Avoiding delivery to locations with prolonged sun exposure (e.g. unshaded porches)
  • Monitoring tracking and arranging to be home on the estimated delivery date

Claims related to heat damage must be supported by photographic evidence and submitted within 48 hours of delivery.

Customer Override of Heat Hold

If you request that we dispatch your order despite a heat-hold advisory, you accept full responsibility for any heat-related damage that may occur during transit. No refund, replacement, or credit will be issued for heat damage on orders dispatched at the customer's request during a heat-hold period.

11. Order Cancellation Before Dispatch

Orders may be cancelled before dispatch by contacting support@winetrust.com.

Once an order has been dispatched, it cannot be cancelled. You may refuse delivery, but the order will be subject to the return conditions outlined in Section 9 (Delivery Attempts & Abandoned Orders) of this Policy and our Refund Policy.

An order cancellation fee of $25 may apply at our discretion. Refer to our Refund Policy for details.

12. Resale Prohibition

All products purchased from Winetrust are for personal consumption or lawful gifting only. You must not purchase products from us for the purpose of resale to any third party.

Where we reasonably suspect that an order is intended for resale — including unusual order volumes, patterns consistent with commercial buying, or third-party drop-shipping — we reserve the right to:

  • Cancel the order and issue a refund (minus any applicable fees)
  • Restrict or suspend the customer's account
  • Decline future orders

13. Modifications to This Policy

We may update this Shipping Policy from time to time. The updated version will be published on our website with a revised "Last updated" date.

14. Contact

One Plus One Wine Pty Ltd
Trading as Winetrust
ABN: 50 078 643 786
Registered address: 1044A Dandenong Rd, Carnegie VIC 3163, Australia
Email: support@winetrust.com