Frequently Asked Questions


Wine Packs

How has my wine been selected?

Together with Blackhearts & Sparrows, a leading independent wine store, we have chosen the best wine of the season for each different pack. These wines have been carefully tasted and curated with quality, approachability and food in mind. They are wines that we enjoy drinking ourselves.

How will my wine be packaged?

Your wine will be carefully packaged by the Blackhearts & Sparrows team, in flat six-pack boxes. If your order is larger than this, individual boxes will simply be sent together.

What if my wine is faulty?

Great wine, despite our love for it, is not always great. On rare occasions it can be corked, faulty or oxidised. If there is something wrong with a bottle, please ensure that at least three-quarters of the wine remains, email us , and we will arrange a replacement. The freight cost of the return will be covered by A Wine Service.

What happens if there's a breakage?

Glass, unfortunately, is breakable. And although we instruct our delivery drivers to handle your wine with care, bottles sometimes (rarely) break. In this case, while we prepare another pack for you, your delivery will inevitably be delayed, but you will receive a tracking number the moment it is dispatched. If your wine happens to be broken upon arrival, please contact us and we'll immediately organise appropriate replacements.

Subscription

What if I want to change my subscription type?

If it’s before the 28th day of the month you can change your subscription category or delivery frequency for the following month (or two months/quarter) by contacting us.

You will receive confirmation by email once your subscription type has been changed in our system.

What if I want to change my delivery address?

Simply call us on 1800 077 514 and we’ll update your delivery address for you. Unfortunately it's not possible to change your delivery address via the dashboard just yet.

Am I able to put my subscription on hold?

Absolutely. Simply call us on 1800 077 514 and we’ll suspend your subscription until your next preferred delivery date.

What if I want to cancel my subscription?

If it’s before the 28th day of the month you can cancel your subscription by contacting us. You will receive confirmation by email once your subscription has been cancelled.


Shipping

How much is shipping?

Shipping is just $10 per delivery.

Can I subscribe to an overseas address?

Unfortunately, delivery is limited to Australian addresses only.

Who is delivering my wine?

We have engaged eParcel, Australia Post’s leading parcels, freight and logistics company, to deliver your wine directly to your chosen address.

How long will delivery take?

If you choose to have your wine shipped right away, we will dispatch your delivery within 48 hours of receiving your order. Once it leaves our warehouse, delivery will take anywhere between two and six working days.

Otherwise, wine will be shipped on the first day of each month. Once it leaves our warehouse, delivery will take anywhere between two and six working days.

Will my wine be affected by the weather?

To maintain the integrity of your purchase, we will not ship during periods of extreme heat (over 30 degrees). We will advise you if there is a delay due to this.

Can I have my wine delivered more quickly?

Currently, we are not offering express post.

Can I change the delivery address once my wine has been shipped?

No, unfortunately not.

Can I track each delivery?

Yes, you most certainly can. We will provide you with a tracking code via eParcel once your order has been processed.

Can I cancel my order?

Once your wine has been dispatched, it cannot be recalled. Should you need to cancel your order, please email us as soon as you can. We’ll try our best to accommodate your needs.


In-store pick up

Once confirmed by phone, you can pick up your wine during Blackhearts & Sparrows’ business hours

How does in-store pick-up work?

Once ordered, your wine will be dispatched from the Blackhearts & Sparrows warehouse within two working days, and delivered to your chosen Melbourne store. You will be notified by phone when it’s ready to pick up.

Can someone else pick up my wine for me?

Unfortunately not. To ensure your wine gets to you safely, we do not allow collection authorisation.

What happens if:

I haven’t received a call?

If, for some reason, you haven’t been contacted within two to six working days from dispatch, please contact us.

I can’t pick up my wine?

No problem. Simply contact us to arrange delivery. Alternatively, we can hold your wine for up to 28 days before a storage fee is incurred.

I don’t pick up my wine?

If your wine hasn’t been collected, we’ll make every reasonable effort to recontact you as a courtesy reminder. Please note after 28 days a wine storage fee is incurred.

I don’t have my invoice and a valid form of ID for collection?

These are essential. Purchases online will only be released to the purchasing customer as listed on the order invoice. Please bring in a copy of your driver’s licence, passport or proof-of-age card alongside a copy of your order invoice.

My order is incorrect?

We’ll do everything possible to ensure this doesn’t happen, but contact us immediately if it does.


Payment

How can I pay for my wine?

Payment is possible via American Express, Mastercard and Visa.

How does payment work?

Your subscription will automatically renew until you notify us to stop. You will be billed on the 28th of each month (or every second or third month if you choose that delivery option). If you do not notify us to stop the renewal, your credit or debit card will automatically be charged for the same period. You may notify us to stop the renewal via your account dashboard or by contacting us.

Is it safe to pay online?

Absolutely. All payments are taken via a secure server, which employs industry standard 128-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.


Miscellaneous

Who is Blackhearts & Sparrows?

Blackhearts & Sparrows is an independent wine store that makes the world of wine accessible to all. We view great wine, beer and cider as more than just a drink: great wine brings people together.

Who is Schwartz Media?

Schwartz Media is Australia’s leading publisher of long-form journalism. We publish The Monthly and The Saturday Paper , producing the best in news, culture and ideas.

Why did you start A Wine Service?

Blackhearts & Sparrows believes in good wine and Schwartz Media believes in good reading. A Wine Service is a chance to bring both together for good conversation.



Need more information?

Please feel free to contact us.