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FAQ

I've added items to my Shopping Cart but can't see what I've put in it or can't checkout?

It's surprising how much we get asked this question so we thought we'd clear the air. Your cart is located in the top right corner of every page. It's the shopping trolley icon! Click on it to enter your cart.

I'm unable to process through PayPal or Credit Card?

If you are definitely entering the correct details and you still can't complete your sale we recommend you refresh your cache by pressing Ctrl + F5 (PC) or CMD F5 (Mac). Then try adding the items and processing the sale again.

Can I preview my order before I purchase?

Of course you can. You can visit the Shopping Basket at any stage during your browsing of our website. In the shopping basket you will find all the products that you have actually added and a list of 5 products that you have recently viewed. From there you can simply and easily proceed to the checkout or edit your order and continue.

What is the discount structure for my order?

Commencing on 10 April 2015 Veno will alter it's pricing policy to make buying from VENO a whole lot easier.

Products will display two prices a bit like this $xx.xx $xx.xx and that's because we've done away with the old discount structure and incorporated discounts into our every day prices so you get the benefit.

YES indeed that includes Sake, Fortifieds, Sparkling Wines, Red Wines, White Wines and Rose's.

All prices as shown are single bottle prices. Any further discount arising from bulk buys, offers or one off deals will be automatically calculated at the checkout.

Spirits: Generally, there is no further discount applied to spirit orders regardless of the quantity ordered but we do have special offers on spirits all the time just click the specials tab on the home page.

VENO Packs: Veno Packs are pre-packed in 6 or 12 bottle configerations. These are already discounted at a super price so no further discount on these items is available.

Is there a minimum purchase quantity?

There is no minimum purchase. You are free to purchase a single bottle. We do ask that if you desire to place an order in excess of 60 bottles that you contact us to discuss the order and the best method of shipping for you.

Shipping and Deliveries

How much is freight?

We currently only ship to addresses within Australia. For all other countries we ask that you contact us to discuss it.

Freight is charged at a rate of $15 per order under $500. Freight is free for orders over $500.

Freight will be automatically added to your order at the checkout.

Deliveries are performed by Fastway and Australia Post depending on your location.

What if I'm not home to receive my order?

If you are not home when Fastway/Australia Post attempts to deliver your parcel/s the courier will leave a calling card to notify you.

Each shipment will have a unique tracking number with Fastway/Australia Post. Visit Fastway/AusPost and enter the tracking number to see where it is.

On what days does Veno make deliveries?

Deliveries are made Monday to Friday excluding public holidays.

Veno does not deliver on Public Holidays or Sundays so orders placed on the eve of a public holiday will be delivered on the next business day.

Click and Collect orders are available for pick-up during the nominated stores normal trading hours. Our store are closed on Good Friday and Christmas Day every year. If you are unsure of your nominated store's trading hours please visit our page, Contact Us.

Can I order online and collect from Annandale Cellars?

Absolutely. We offer a click-and-collect service and of course that means there is no freight fee.

Orders will be available pretty quickly but we will call or notify you by email when they are ready to collect.

Please don't pop in to your nominated collection store until we have made contact with you. We would hate for you to turn up and be unable to collect your order.

If we see any inadvertent delay in gathering the stock together we will contact you.

If your order is super urgent, please contact us before you place your order.

Click & Collect orders are only available for pick-up during the nominated store normal trading hours. Our store is closed on Good Friday and Christmas Day every year. If you are unsure of our trading hours please visit or call the team at Annandale Cellars on +61296601947.

I think I should have received my order by now.

Firstly visit the Fastway or AusPost tracking webpage and enter your unique tracking number to check on the status of your delivery.

All our shipments originate from our Northbridge location. Generally speaking deliveries should arrive within 3 working days if the destination is one of Australia's east coast capital cities with a couple more days required for Adelaide, Darwin and Perth. Sadly because Australia is a huge place with lots of remote locations your order it may take as much as 10 working days to arrive.

If you believe too much time has elapsed and your parcel has still not arrived please contact us.

I have received the wrong product.

Firstly, we apologise for the inconvenience. We will do everything we can to resolve the problem with a minimum of fuss.

The wine I have received is faulty.

We take every precaution in our selection process to ensure that the wines we sell are fault-free but unfortunately sometimes corks and screw-caps fail. Please contact us and we will take every step to resolve the problem.

I want to return the wine that I ordered.

We have a 30 day return policy. If you really don't like the wine that you ordered contact us as soon as possible. Freight charges may apply.

If you have been in possession of the wine for more than 30 days and still want to return it please contact us.