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 daily, Monday to Friday (excluding public holidays), usually around 3pm.

Most orders leave within 1–2 business days, but occasionally we may need to transfer stock between our Surrey Hills and Richmond stores to complete your order. If there’s any delay, we’ll let you know.

During extreme heat, we may hold your wine in our temperature-controlled warehouse until it’s safe to dispatch.

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 pick up my order?

Yes — we offer free pickup from both locations:

Surrey Hills
615–617 Whitehorse Rd, Surrey Hills VIC 3127

Richmond Cellar Door
292A Bridge Rd, Richmond VIC 3121

Please wait for your pickup confirmation email before coming in. 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?

While we pack every order carefully, accidents can happen.

If your order arrives damaged, faulty, or incorrect, contact us at info@purviscellars.com.au as soon as possible, and 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.

If you’ve changed your mind or simply decide the wine isn’t for you, returns may be accepted at our discretion, but:

  • Bottles must be unopened and in saleable condition
  • Return shipping, repacking and safe transport costs are the customer’s responsibility

Please contact info@purviscellars.com.au before sending anything back. Returns sent without approval may not be accepted.

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?

Our free loyalty program lets you earn rewards both online and in-store.

  • Create an account → earn 100 points
  • Earn 1 point per $1 spent
  • Birthday bonus points
  • Redeem points for discounts on future orders

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