Frequently Asked Questions

Frequently Asked Questions

Where do you ship?

We ship Australia-wide to mainland Australia and Tasmania. Unfortunately, we can’t deliver to islands or international addresses at this stage. Shipping costs are calculated at checkout based on your postcode and order size.

When will my order be dispatched?

Orders are dispatched Monday–Friday (excluding public holidays), usually around 3pm. Most orders ship within 1–2 business days. If we need to transfer stock between stores or delay dispatch due to extreme heat, we'll let you know.

Who do you ship with?

We primarily use Australia Post, and for higher-value orders we may use specialist wine couriers.

Tracking updates are automatically sent once your order has been dispatched.

Can I track my order?

Yes. You’ll receive automatic Australia Post tracking updates as soon as your shipping label is created. Please check your spam/junk folder if you can’t see it. You can also track it here:

Australia Post Tracking

Can I pick up my order?

Orders can be collected free from our Surrey Hills or Richmond stores. Please wait for your pickup confirmation email before visiting. Most orders are ready within a few hours during business hours, but transfers between stores may take 1–2 business days.

Do I need to be home for alcohol delivery?

Yes — you must be 18+ to purchase alcohol.

Most deliveries are sent with Authority to Leave unless otherwise requested. If you'd prefer a signature on delivery, leave a note at checkout.

My order arrived damaged — what do I do?

If your order arrives damaged, faulty, or incorrect, please contact us at info@purviscellars.com.au as soon as possible. We'll organise a replacement, refund, or store credit.

Can I return wine if I change my mind?

We offer a 30-day return policy. Unopened wines in saleable condition may be returned at our discretion. Return shipping and transport costs are the customer's responsibility. Please contact info@purviscellars.com.au before sending any items back.

What if a wine is faulty?

If a wine is genuinely faulty (corked, oxidised, damaged in transit, or incorrect item sent), that’s our responsibility.

Please contact us first and we’ll make it right.

How long do refunds take?

Once your return is approved and processed, refunds typically appear back in your account within 3–7 business days, depending on your bank.

Do you offer discounts?

Yes:

  • 10% off straight or mixed dozens
  • Exclusive online offers
  • Limited release deals
  • Email-only specials

Join our mailing list for early access to new releases and special offers.

What are Purvis Points?

Purvis Points is our free loyalty program. Earn 100 points when you sign up, plus 1 point per $1 spent, birthday bonuses, and redeem points for discounts online or in-store. Points expire after 2 years of inactivity.

Can I call for wine recommendations?

Absolutely.

Our team tastes constantly and we’re always happy to help with:

  • Food pairing advice
  • Gift recommendations
  • Cellar-worthy wines
  • Everyday drinking wines
  • Finding great value bottles

Call us, email us, or visit us in-store.

How can I contact you?

Email: info@purviscellars.com.au

Surrey Hills:
615–617 Whitehorse Rd, Surrey Hills VIC 3127
(03) 9888 6644

Richmond Cellar Door:
292A Bridge Rd, Richmond VIC 3121
(03) 9804 0004