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FAQ's

Do you deliver to hotels?

No

I didn't receive my order confirmation?

We are finding that some order confirmations and shipment emails are landing in your spam or junk inbox. 

My tracking number says ANONYMOUS?

We use an external courier service called Anonymous, they unfortunately do not have tracking information but it should arrive to you within 3 business days. 

Do you sell e-Gift Cards?

No, we are working on it though. 

Can you put together a mixed order for me to suit my budget and taste? 

Of course, our team love putting these together. Email online@blackhearts.com.au with your budget, style and requirements and they can tailor an order to suit your needs. 

I am sending this as a gift, can I add a note?

Yes, if you include this in the delivery instructions our team can include a hand written note inside the parcel. Alternatively please email online@blackhearts.com.au with your order number and note request and our team will process this for you.

Can I purchase something not listed on your website?

If you have seen something in store, but its not listed online, providing the stores have stock available or our suppliers do we can arrange a phone order for you and have this sent to you. 

Same Day Delivery 

  • Order before midday, Monday through Saturday. We are not doing running same day on Sunday (yet)
  • 12km delivery radius from Melbourne CBD
  • Select same day shipping at cart
  • Be home during 1 - 6pm so our team can deliver, or leave a delivery note allowing authority to leave
  • Comes at the very low price of $1, regardless of order size
  • Please note deliveries placed after midday with be delivered the next day (excluding Sunday)
  • Deliveries are carried out by our friendly Blackhearts & Sparrows team who will be observing social distancing recommendations


How long will it take to receive my order if its not 'Same Day'?

VIC

 

2-3 business days

NSW

 

3-4 business days

QLD

 

4-5 business days

SA

 

3-4 business days

WA

 

6-7 business days

TAS

 

5-6 business days

NT

 

Up to 10 business days

Please note these are provided by Australia Post and are subject to change at any time. Time frames are once the parcel has left our facilities. 

How do I know if my order has been shipped? 

When your order is shipped, you will be sent a confirmation with a tracking number. Please note that any amendments made to your order will not be reflected (e.g change of address), but if we say we have processed them, don’t worry, we definitely have! Allow up to 24 hours for tracking information to update.  

What if I need to change my shipping information? 

If you have just placed your order please advise us immediately of any changes that need to be made. We will endeavour to it, but we may not be able to make the change if your order has already been dispatched.

Can I cancel my order after it has been placed?

Depending on how soon you get in touch with us, we may be able to accommodate this – we will always try our best but cannot make any guarantees.  

What if there is a fault with my order? 

Due to the delicate nature of our products, there can be occasions where the product may have a fault. If there is something wrong with a bottle please ensure there is at least ¾ of the product left, email us with as much detail as possible and we will advise the best course of action. 

Depending on the winemaking style, certain wines can have characteristics of reduction, oxidation, volatility, or brettanomyces. In small and controlled quantities, these elements can often be a positive addition to a wine (even if its something a bit different). If you’re unsure of a winemaker’s style and have a sensitivity to these characteristics, please feel free to reach out and we can assist you in finding a product that you’ll enjoy drinking!

What happens is something arrives broken?

Our courier companies will usually get in touch with us first if something (rarely) breaks in transit, in order to get your products to you quick smart we will arrange for a replacement order (providing stock availability) to be sent to you. You will be notified of the new tracking number once the replacement parcel has been dispatched. If you parcel arrives to you broken, please get in touch with us as soon as possible for us arrange appropriate replacements. 

What if my order arrives wrong? 

We take every care to ensure this doesn’t happen, but please contact us immediately if something isn’t right and we’ll do our best to come to a mutually-agreeable solution. 

Can I purchase and have the wines shipped overseas?

We are only shipping within Australia. 

Can I have my wine delivered express?

Currently we are not offering express post, however if the order if urgent please get in touch as we may be able to arrange an alternative courier/delivery. 

Can I change my delivery address once my order has been shipped?

The short answer is no. In some cases when we ship with Australia Post, they are able to accommodate a change of address via the links in your tracking email. 

Can I pick up my order from a store?

Yes, we can arrange your order to be sent to one of our Melbourne stores. Due to irregular deliveries to our interstate shops we cannot arrange collection from North Hobart or Braddon at this stage. 

Do you offer chilled delivery?

No, not at this stage. 

Do I need to sign for my parcel?

Due to the nature of our products, we require a signature on delivery and in some cases photo & age identification (18+) is required. If you are there in person to receive your delivery, your parcel will be sent to the nearest post office for collection. 

Can I order something that isn’t on the website?

If it is do-able, then we will make it happen. Please get in touch with our online team directly via online@blackhearts.com.au and we will look into it. On some occasions there may be minimum order requirements, but this will be outlined for you at the time of enquiry. 

Pricing 

All pricing is in AUD and is “as is” 

Do you offer bulk deliveries (for businesses, events etc?)

Yes, in some circumstances we can (location dependant), please get in touch with us via online@blackhearts.com.au for stock and delivery options. Some handy things that are worth including in your enquiry that we’ll need to know are: name, contact details, number of guests, product preferences and budget. 

Same Day Delivery Braddon & Hobart
(
Orders placed through the website do not qualify - see details below)

  • Please note orders placed through the website do not qualify for this service it must be done through Braddon Same Day Delivery Form or Hobart Same Day Delivery Form & the store will process and dispatch this directly for you.
  • Contact the stores directly if you have further queries. 
  • Same day delivery within 10km radius of our store
  • Submit your order before midday, Monday - Saturday
  • $5 delivery fee (free for orders over $150)
  • Be home between 1- 6 pm or let us know of a safe place to leave it.


Yes I am 18    No I am not