Policies

PRIVACY POLICY

This privacy policy sets out how Elderton Wines uses and protects any information that you give to us.  Elderton Wines is committed to ensuring that your privacy is protected.  Should we ask you to provide certain information by which you can be identified, then you can be assured that it will only be used in accordance with this privacy policy.  Elderton Wines may change this privacy policy from time to time by updating this page.  You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following personal information:

  • Name;
  • Contact information including email address;
  • Credit card details for processing postal/email/phone/fax orders;
  • Demographic information such as postcode, preferences and interests;
  • Other information relevant to customer surveys and/or offers; and
  • Cookies.

For an explanation of how we collect cookies and a list of cookies we collect, please see the “Cookies” section below.

HOW WE COLLECT AND HOLD YOUR INFORMATION

We collect information when you place an order via Cellar Door, post, email, phone, fax or online, or when you complete a form to sign up to our mailing list.

We may hold your information in electronic form or in paper files.

If we come into possession of any unsolicited personal information we will destroy or de-identify the information as soon as practicable, as long as it is lawful to do so.

We are committed to ensuring that your information is secure.  In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect.

HOW WE MAY USE YOUR INFORMATION

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping;
  • To improve our products and services;
  • To send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided;
  • From time to time, we may also use your information to contact you for market research purposes.  We may contact you by email, phone, fax, mail or social media.  We may use the information to customise our advertising, website and materials according to your interests.

You may choose to restrict the collection or use of your personal information in the following ways:

  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to us at elderton@eldertonwines.com.au.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

ACCESS AND CORRECTION

You may request details of personal information which we hold about you.

If you believe that any information we are holding about you is incorrect or incomplete, please write to us at elderton@eldertonwines.com.au as soon as possible.  We will promptly correct any information found to be incorrect.

COMPLAINT PROCESS

Should you have any complaints in respect of our handling of your information, we require that you follow the process below:

  • Write to us at elderton@eldertonwines.com.au clearly setting out the nature of your complaint;
  • We will, within 7 days, provide you with a written response acknowledging the complaint and setting out how we propose to deal with it;
  • We will then investigate the complaint; and
  • We will then, within 30 days of the date of your complaint or such longer period as agreed by you in writing, provide you with the outcome of our investigation in writing.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest.  However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

TERMS & CONDITIONS

Vintages may change without notice.

We reserve the right to change the price subject to GST variations.

It is an offence under the Liquor Licensing Act 1997 to sell or supply liquor to persons less than 18 years of age.

 

Despatch and delivery of wine orders

We are pleased to be freighting our wines through the fast and efficient Australia Post Wine Service. If you are not home at the time of delivery, a card will be left in your letterbox notifying you of the nearby post office where your wines will be awaiting collection. Delivery may take up to 7 – 10 working days. In the event of long periods of extreme/hot weather, wines may not be despatched until the weather is cooler (to ensure the integrity of the wine).

Please note, a $5 insurance charge is payable per wine parcel/case, even where free shipping applies.

 

Returns

In the event that you are unsatisfied with a wine you have purchased, please contact Cellar Door on 08 8568 7878 or by email elderton@eldertonwines.com.au.

Should you receive product that is faulty or corked, please contact Cellar Door as soon as possible. We will work with you to arrange return of the faulty product if further testing is required. We will arrange to send a replacement bottle, being the current vintage of the particular product. If the product is no longer available, we will provide you with an alternate current vintage replacement product from our range.

Should you receive a product that is different to the one you ordered, please contact Cellar Door as soon as possible. We will work with you and the Australia Post Wine Service to arrange a pickup of the incorrect product. We will arrange to re-send the ordered product. If the ordered product is no longer available, the following options may apply:

  1. We provide you with an alternate product of your choice from our range, to the total value of the original order; or
  2. We provide you with a refund to the value of the original order.

Should you receive a product that appears to have been damaged in transit you can:

A) Refuse to accept delivery of the product and demand the delivery company return the product to sender. We will then arrange to send replacement product. If the same product is no longer available, the following options may apply:

  1. We provide you with an alternate product of your choice from our range to the total value of the damaged product; or
  2. We provide you with a full refund.

B) If you have already accepted delivery and then notice the product has been damaged during transit, please contact Cellar Door as soon as possible. We will work with you and the Australia Post Wine Service to arrange a pickup of the damaged goods. We will arrange to send replacement product. If the same product is no longer available, the following options may apply:

  1. We provide you with an alternate product of your choice from our range to the total value of the damaged product; or
  2. We provide you with a refund to the value of the damaged product.