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Frequently Asked Questions

Where is my order?

Once your order has been shipped, you will receive an email with an Australia Post tracking number. You may use this to track your order via the Australia Post website: https://auspost.com.au/mypost/track/

What do I do if my order has been lost in transit or has arrived damaged?

Please send us an email contact@thefamilycellar.com.au or message via the Contact Us form. Please include your full name and order number.

I have only received part of my order, where is the rest?

Firstly, we’re sorry! Occasionally orders with multiple cartons can get split and may arrive on your doorstep in separate shipments. Please refer to the tracking details of your order – if you have any concerns, please contact us.

Can I return my order?

We will happily arrange return of orders that have been incorrectly represented, delivered in error or deemed as faulty. Our returns policy is outlined on the Shipping & Returns page. A request to return stock can be made via the Contact page of the site.

I’ve just placed my order – can I amend it?

Orders cannot be changed once they have been shipped so we recommend carefully checking all details prior to placing your order. Please Contact Us for any queries relating to changing your order.

I am have difficultly placing my order online. Can I place my order by phone?

Unfortunately we do not have the authority to take your credit card details over the phone. Please advise us of any issues via the Contact Us section of the website to request assistance to place your order online. 

Will COVID-19 impact my order?

Deliveries

We’re working closely with Australia Post to ensure your orders are delivered as quickly as possible. For the latest updates on any network impacts due to the coronavirus, please refer to Australia Post’s information page.

No signature required

As of 16th March 2020, Australia Post has advised in order to minimise the risk of contracting or spreading coronavirus, all parcels will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply.