FAQs

Orders & Returns

How can I pay for my online order? 

We accept payments using Mastercard, Visa, American Express, Diners Club, Coles MasterCard and PayPal. Unfortunately we do not accept Cheques, Money Orders, Gift Cards or flybuys points as online payment methods.

I can't find the product I'm looking for. What can I do?

If you can't find a product you are looking for, our Customer Care team will be more than happy to assist you, so please give them a call on 1300 300 640.

Can I return my online order?

Yes. We offer the option of returning your order to your local Liquorland store, alternatively we can organise for the products to be collected from you. If you're not satisfied with a purchase you've made online or on the phone, just call us on 1300 300 640 or email  customerservice@liquorland.com.au within 28 days of receiving your order. View our terms and conditions for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of Liquorland within 28 days of accepting the delivery . Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.  

Delivery

View information regarding our various delivery options here.

Why was my order split into two parts and delivered separately?


We understand that you always want your order to arrive as quickly as possible, and sometimes the best way for us to make sure this happen is to send it from two different hubs. Despite this, sometimes minor delays can occur. Orders in this situation will not incur an additional delivery charge.

Specials & Pricing

Why are some prices advertised online different to prices advertised in store? 

Some offers are available in Liquorland stores only and some offers are available online only. When we advertise these offers we will state if they are only available online or only available in-store.

My Account

How can I update the contact details on my online account? 

It's easy to update any of your contact details online.
After log in;

  • - Click on the 'My account'  in the global navigation.
  • - Once you are in the 'Account Details' section, you have the option to update your name, email, date of birth, flybuys number, contact number and password.
  • - After you've made the necessary updates, scroll down and click 'Save Changes'.

Please note that if you change your email address online, you must use the new email address to log in from that point onwards.

I'm trying to log in to my online account but it's not working, what can I do? 

The quickest way to solve any log in issues is to reset your password. This can be done by clicking 'Forgot your password?' on the log in screen. This will immediately send an automated password to the email address linked to your account. You can use this automated password to log in, and then change your password to something you'll remember using 'My Account'.

flybuys

How can I earn flybuys points for my online purchases? 

To make sure you're getting the most out of your online purchases, register your flybuys membership number on your online account. This can be done by using 'My Account', then updating your flybuys number on the 'Account Details' tab. You can also add your flybuys number to your order on the 'View Cart' page during checkout.

When will my flybuys and Bonus flybuys points appear on my statement? 

Please allow up to 4 weeks from the day your online order is placed for your flybuys points to appear on your statement. It’s important to remember that any bonus points earned will be applied up to 4 weeks after the end of the promotion, in line with the terms and conditions on the flybuys website.

In Store Enquiries

I have an issue with something I experienced in a Liquorland store. Who can help me? 

Our Customer Care Team will be able to help you with all of your store-related enquiries. They can be contacted by calling 1300 300 640, or by emailing customerservice@liquorland.com.au.

Click & Collect

How long after ordering can I collect my order? 

Customers will receive notification by text message within 30 minutes of their order being transacted online, provided collection is within the opening times of the Click & Collect store.

Are orders able to be placed at any time?

Yes, your order will be prepared for collection within the opening times of the Click & Collect store. These will be visible pre and post purchase and a text message will be sent when the order is ready for collection.

Can I nominate an individual to pick up the order?

The cardholder will have to collect the order, as photo identification is required to verify pickup.

Can I change my order?

Our friendly Customer Care team will always help wherever possible to ensure you have a smooth Click & Collect experience. To discuss your options, including refunds and new orders, please give the team a call on 1300 300 640, Monday to Friday 8:30am – 9:00pm; Saturday 9:00am – 9:00pm; Sunday 10.00am – 9:00pm AEST.

Will my purchase be chilled?

If requested, we will endeavour to provide chilled stock where available, although we're unfortunately not able to guarantee this due to availability and store capacity. 

Can my Click & Collect purchase be gift-wrapped?

Gift packaging is not available at this point in time for Click & Collect purchases, although we do offer a range of gift bags in store.

Do limits apply to Click & Collect orders?

Limits apply per customer per day to Click & Collect orders: 60 bottles per wine; 5 cartons per beer, cider and pre mixed drinks and 12 bottles per spirit. Please call us on 1300 300 640 for orders bigger than our listed limits and we will do our best to help facilitate your purchase.

Refunds and Returns

If your purchase is faulty, damaged, incorrectly described or breaches a consumer guarantee, we will be happy to provide you with either a refund or exchange upon presentation of your proof of purchase. If this purchase incurred a delivery fee, we will also cover the cost of the delivery fee for the return of the Goods back to us.

In all other circumstances, including change of mind and exchange, the delivery fee will be deducted from the amount refunded to you. The amount will be refunded using the same method of payment as the original transaction.

Please note that if you wish to return or exchange your purchase due to a change of mind, returns or exchanges will be at the discretion of Liquorland, and the Goods must:

  • be returned within 28 days of purchase if purchased in store or within 28 days of accepting the delivery if purchased online or over the phone;
  • be unopened;
  • be in their original packaging and in a re-saleable condition; and
  • if purchased in a carton, be returned as a full carton.

Please note food items will not be accepted by Liquorland for a refund or exchange due to a change of mind.

In store purchases

If your purchase was made in-store, simply bring the products and receipt back and speak to a Liquorland team member to organise a refund or exchange. Or, call our Customer Care team on 1300 300 640 and a customer service representative will assess your request for a refund or exchange, before returning to the store to have this processed. Please note, that instore refunds and exchanges cannot be processed by Customer Care over the phone.

Online and phone orders

If you’ve encountered an issue with a purchase you've made online or over the phone there are two options available:

  • - The order can be returned to your nearest Liquorland store (providing your Tax Invoice as proof of purchase), or
  • - You can arrange for the order to be collected from you, just call us on  1300 300 640 or email within 28 days of receiving it. 

Please see our terms and conditions for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of Liquorland customer service 28 days of accepting the delivery. Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.