Frequently Asked Questions

 

  1. How do I know that you have received my order?
  2. Where is my order sent from?
  3. Will I be notified when my order is dispatched?
  4. What can I do if I haven’t received my order?
  5. What shipping options do you have?
  6. Can I collect my order from the Brancott Estate Heritage Centre?
  7. What happens if my order is damaged or not what I ordered?
  8. Will I have to pay to return incorrect or damaged products?
  9. What happens if I change my mind when I receive the goods?
  10. Do you deliver overseas?
  11. Do I have to be home to accept the order?
  12. Do you deliver to a post office box?
  13. What payment options are there?
  14. How much will shipping cost me?

How do I know that you have received my order?

We will send you an order confirmation as soon as we have received your order.  If you do not receive this confirmation within 24 hours of placing the order, please drop us a line at enquiries@brancottestatewineclub.com or call us on +64 3 520 6975 from 9am to 5pm (NZST) Monday to Friday.  If you call outside of these times, don't waste your call, leave us a voice message we will return your call the next working day.

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Where is my order sent from?

All of our orders originate from the Brancott Estate Heritage Centre in Marlborough, New Zealand.

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Will I be notified when my order is dispatched?

We will send a confirmation email when your order is dispatched that will include the consignment number that you can use to track your order via the courier company homepage.

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What can I do if I haven’t received my order?

If you have not received your order within the timeframe on our shipping rates page, please drop us a line at enquiries@brancottestatewineclub.com or call us on +64 3 520 6975 from 9am to 5pm (NZST) Monday to Friday.  If you call outside of these times, don't waste your call, leave us a voice message we will return your call the next working day.

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What shipping options do you have?

Deliveries within New Zealand are sent using the Post Haste courier service.

International deliveries are sent using NZ Wine Home, our logistics partner who specialize on overseas wine shipments. The method and carrier for international deliveries depends on the country of destination.

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Can I collect my order from the Brancott Estate Heritage Centre?

At this stage all orders will be couriered via either Post Haste for New Zealand deliveries and NZ Wine Home for overseas deliveries.

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What happens if my order is damaged or not what I ordered?

If you are not happy with your order for any reason, please drop us a line at enquiries@brancottestatewineclub.com or call us on +64 3 520 6975 from 9am to 5pm (NZST) Monday to Friday.

If you call outside of these times, leave us a voice message we will return your call the next working day.

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Will I have to pay to return incorrect or damaged products?

If you are not happy with your order for any reason, please drop us a line at enquiries@brancottestatewineclub.com or call us on +64 3 520 6975 from 9am to 5pm (NZST) Monday to Friday.  If you call outside of these times, leave us a voice message we will return your call the next working day.  We will talk you through the process to return products.  You will not incur a cost to do this when the issue is due to a fault or mistake caused by Brancott Estate.

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What happens if I change my mind when I receive the goods?

If in the event that you change your mind then call us on +64 3 520 6975. Exchanges are possible at our discretion if you contact us within 14 days of receipt.

For exchange of a delivered product, unfortunately additional delivery charges will be incurred at your expense. Please note that all change of mind returns must be in their original condition and packaging.

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Do you deliver overseas?

Yes, but not to all countries. We deliver to Australia, the United States of America, the United Kingdom and most European Union countries.

For full shipping overview and rates see our Shipping Rates Page

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Do I have to be home to accept the order?

A person over the legal minimum drinking age in the country of delivery must be available to accept your order, orders will not be left at unattended premises.

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Do you deliver to a post office box?

No, the order must be signed for by a person over the legal drinking age in the country of destination.

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What payment options are there?

You can pay by credit card using Mastercard and Visa.

At this stage we do not use PayPal.

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How much will shipping cost me?

Shipping rates will differ based on destination and volume ordered. See our Shipping Rates page for more information on the countries we ship to and the shipping charges for each.

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