Shipping & Returns

Shipping Options for Australian Residents

Flat rate within Australia. Less than 6 regular bottles, Tasting Packs or Large Format Equivalent / $10. 6 or more bottles or equivalent / we pay standard shipping sent via Australia Post.  Please note that our standard delivery terms are applicable to Australian addresses only. Contact us for international orders.

Magnums (equivalent of 2 bottles), Double Magnums (equivalent of 4 bottles) and Imperials (equivalent of 8 bottles) for the purpose of shipping. So one imperial is the equivalent of 1 X 8 Standard 750ml bottles for shipping calculations.

Wine is typically dispatched from the Barossa on Monday's, or Tuesday where Monday is a declared public holiday in South Australia. Orders to metropolitan addresses are typically delivered 3-5 business days after dispatch. Orders to regional addresses are typically delivered 5-9 business days after dispatch.

A person over 18 years with valid identification must be at the delivery location to sign for and receive the order. If no-one is at the delivery address, or if there is no-one aged 18 or over, an attempted delivery notice will be left at the delivery address with appropriate instructions.

Shipping Options for International Orders and Deliveries

We can provide international shipping via Get Freighted. This service includes door to door delivery. Charges for both delivery and applicable taxes are payable by you. We will contact you to discuss the estimated shipping charges before dispatch of wine. 

Heat Policy

Wine is surprisingly resilient, but can be impacted by prolonged exposure to excessive heat. The impact of heat on wine is difficult to forecast or predict, and we take the approach of minimising the risks where we can. Typically, we consider wine at risk as the ambient temperature exceeds 30-32 degrees. The potential for impact grows with sustained high temperatures. We typically ship on Monday to minimise the volume of wine that spends a weekend in a depot whilst in transit.

Heat Holds - We will not shop your order if the temperature is predicted to exceed a recommended safe level over the journey. Last thing we want is your wines to suffer in the heat of summer! If we consider it is too hot, we contact you via email, once it is cooler and safer, we will again notify you to advise when to expect the wine.

Please feel free to discuss any urgent situations you might have and we will work through possible alternatives. Rest assured, we want the wines in your hands as much as you do. 

Refunds and Returns

If in the event your purchase is faulty, damaged or does not match the items ordered we will gladly refund you the price of your purchase including delivery charges or exchange the product upon presentation of your proof of purchase.

If you wish to return wine not to your taste, we would be happy to refund in full any bottles returned to us (if we are satisfied they have been stored and handled correctly) with a deduction made for our initial freight fee. This will vary dependant on your location. Please note we are unable to process refunds until the wines are received in good condition although most refunds will be processed within 24 hours of receipt of goods. Please email us with any returns queries and we can advise the correct course of action based on the relevant issue.

In the circumstance of a refund for changing your mind, the goods will be refunded on return and the delivery charges will be deducted from the refund.

To arrange a refund or return please contact us directly on cellar@hayesfamilywines.com as soon as you identify the problem and allow up to 10 business days to process your refund or exchange.