Faqs

We accept payments using Mastercard, Visa, American Express, Coles MasterCard, Coles Pay, Apple Pay, Google Pay and PayPal. Unfortunately we do not accept Cheques, Money Orders, Gift Cards or "Buy Now, Pay Later" services such as AfterPay.

We do not accept flybuys points as payment currently, however Coles Pay members can use points as part of their payment. Please see colespay.com.au for more information

Unfortunately we do not accept AfterPay, zipPay or similar ‘buy now, pay later’ digital payment services. This also includes single-use digital cards created through one of these services. Our current payment options are listed above.

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.

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. The refund will be processed with via same method of payment as the original transaction.

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.

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

This is information is also available in our terms and conditions.

If you have changed your mind after purchasing a product/s from us either online or instore and including foods items, we will be unable to offer a refund or exchange for these goods if they have left our premises.

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.

Yes, it is a legal requirement that your identification is checked for the below order types:​

• Express Delivery – your ID will be scanned at point of delivery for every order you receive. The ID must match the name entered by the purchaser at checkout.​ Only the nominated recipient can accept the delivery.​
• Standard Delivery – ID will be checked if you are a new account holder or have used our ‘guest’ checkout. ​​
• Click & Collect – a team member in store is required to check ID to verify proof of age and validate the correct order recipient.
• Marketplace – orders placed through the Doordash and Uber Eats apps will have ID scanned at point of delivery. The recipient must be the account holder who placed the order.​

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.

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

• Click on the 'My account' in the side menu (or click here).
• Once you are in the 'My 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 'Update my Details'.

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

The quickest way to solve any log in issues is to reset your password. ​

To reset your password, click 'I forgot my password' on the log in screen, enter the email address linked to your account, and click ‘Reset password’. This will send an automatically generated temporary password to your email address. You can use this temporary password to log in and set a new password. Make sure to set a new password that you’ll remember, as your temporary password will expire.

​If you’ve requested a temporary password but you haven’t received an email from us to your inbox or spam folders, you may have a different email address linked to your account.

​If you’re having trouble signing in with your temporary password: ​

• Please make sure you’re always using the most recent temporary password emailed to you.​
• If your temporary password has expired, or you need a new one, you can reset your password again.
• You can try both manually typing your temporary password, and copying and pasting your temporary password.
• ​Make sure that you’re not typing or pasting any extra characters along with your temporary password.
• You may find it easier to sign in using a desktop computer.​​

If you need any help signing in or locating your account, please give our friendly Customer Care team a call on 1300 656 644, Monday to Friday 8:30 am – 9:00 pm; Saturday 9:00 am – 9:00 pm; Sunday 10.00 am – 8:00 pm AEST.​

You can change your password through your account online.​

After logging in:

• Click on the 'My account' in the side menu (or click here).​
• Once you are in the 'My Details' section, you’ll find the option to update your password at the bottom of the page.​
• Enter your current password, and then enter a new password. Your new password will need to contain at least one uppercase letter, lowercase letter, number, and special character (#$@!%*?&), and be between 8 - 20 characters long in total. You don’t need to enter any other account details to change your password.
• After you've entered all the required details, scroll down and click 'Update my Details'.

Please note that if you’re setting a new password after resetting your password, your current password will be the temporary password sent to you by email.

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.

You can add this to your account if you are logged in and a member! Alternatively, you can add it whilst in the checkout in the Your Details section. The promotional/discount code section in your shopping cart should only be used for promotional/discount codes.

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.

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.

Coles Liquor takes its liquor retailing and Responsible Service of Alcohol (RSA) responsibilities very seriously and we are committed to serving the community responsibly.

Coles Liquor is bound by legislation in each state and territory in which we operate regarding the responsible service of alcohol. We are obligated to refuse service to minors, intoxicated persons or in situations where our team have reasonable grounds for the belief that alcohol may be supplied to a minor or an intoxicated person.

Coles Liquor has a School Uniform Policy that aims to eliminate the risks or confusion associated with supplying alcohol to young adults. The policy requires our team members to refuse service to anyone in full school uniform, including where a customer has Proof of Age ID confirming they are over the age of 18 years.

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.

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.

Yes, provide the name of the person collecting the order, photo identification is required to collect your 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 – 9pm; Saturday 9am – 9pm; Sunday 10am – 8pm AEST.

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.

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.

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.

Express orders can be placed anytime within our stores trading hours. Refer to our delivery information page for more information.

We aim to have your delivery to you within 60 minutes of you placing your order. We deliver 7 days a week, including public holidays except for Christmas Day and Good Friday.

Yes, we cannot leave your order unattended and you must be at the delivery address to present ID to receive your order. If you miss your delivery, your order will be returned back to our store.

Our friendly Customer Care team will always help wherever possible to ensure you have a smooth Express Delivery experience. To discuss your options, including refunds and new orders, please give the team a call on 1300 300 640, Monday to Friday 8:30 am – 9:00 pm; Saturday 9:00 am – 9:00 pm; Sunday 10.00 am – 8:00 pm AEST. Please note that changes to the order may delay the orders fulfilment and delivery.

Currently, we do not provide a chilled delivery option on our website, however, we will do our best to ensure all applicable products that should be chilled, are sent chilled!

Yes, every customer will have their ID scanned upon delivery, this is to ensure the ID presented matches the customer receiving the order. The ID scanning process checks for date of birth and ID expiration. This is a requirement to receive your order and applies to every customer. Your order can only be delivered to the recipient's name as shown on the order or a nominated person who is at the delivery address.

Limits apply per customer per day to Express Delivery orders. These limits are 8 boxes in total. If you wish to make a larger purchase, you will have to use our standard delivery option. You can call us on 1300 300 640 or refer to our delivery information page for more information.

Please give our team a call on 1300 300 640, Monday to Friday 8:30 am – 9:00 pm; Saturday 9:00 am – 9:00 pm; Sunday 10.00 am – 8:00 pm AEST. We’ll resolve your issue as quickly as possible!

Liquorland is dedicated to the safety and wellbeing of our customers and aims to promote the responsible consumption of alcohol. By excluding yourself from Liquorland services you will no longer be able to place orders on the Liquorland, First Choice Liquor Market, Vintage Cellars and Coles Online websites.​

To voluntarily exclude yourself please email the following details to:liquorlandordersupport@liquorland.com.au

• First Name
• Last Name
• Email address
• Mobile Number

If you or someone you know are struggling with the consumption of alcohol you can find support services here