Customer Service

We're passionate about wine and take our customer service just as seriously. Our online shopping experience has been designed to be quick and easy, but if you do have any questions please visit our Contact Us page for contact information, or contact our Mail Order manager David Stredwick via mailorder@hpw.com.au or 08 9756 5200, and we will be happy to help you complete your order.

Tips to Help You Save

Become a wine club member to receive special discounts. You can join up here.  Keep an eye out for our regular special offers via email.

  • How to Order
  • Payment Methods
  • Delivery Charges
  • Delivery Time Frames
  • Security Measures
  • Returns Policy
  • Product and Service Guarantees
  • Privacy Information
  • International orders
  • Contact us

How to Order

Log in through the button at the top of the home page with your username and password if you are a member to activate discounted pricing. Then simply browse our wines until you find what you are looking for and click on the 'Add to Cart' button. By clicking this button you can add as many items as you like into your cart before clicking on the 'Checkout' button to finalise your purchase.

Payment Methods

We accept Visa and Master Card via our secure web shop.

Delivery Charges in australia

Our delivery charges are based on the number of bottles purchased as well as your delivery destination. Orders must be in multiples of 6 single bottles or 1 magnum.  Your delivery charges are calculated and shown to you at the checkout stage of your purchase. Freight charges are subsidised by Burch Family Wines.  You can also choose to collect your order in person from our Cellar Door in Margaret River at your convenience which incurs no delivery charge.

Prices are per case (12 bottles)

Western Australia: $9.00
Rest of Australia: $13.00

Delivery Time Frames and instructions

We use Australia Post to deliver our wine across the country.  Our delivery turnaround time ranges from 2 days to 10 days depending on your location.  We process orders Monday to Friday and endeavour to ship the same day or the following day from when we receive your order.  

You can specify delivery instructions in the shipping comments field during the checkout process.  While we will apply your instructions to the address label we cannot take responsibility if the instructions are not correctly followed by Australia Post during the delivery process - but will be happy to resolve any issues that may arise from this.  Please don't direct us to leave your wine unless the area it will be left is secure and will not expose the wine to excessive heat or direct sunlight, as these two factors have the potential to compromise the quality of the wine. We are happy to deliver to PO Boxes and business addresses - please specify the company name if delivering to a business address.

We are happy to hold wine here in our warehouse for any length of time you would like to specify before sending it out to you - you can place these instructions in the shipping comments field during the checkout.

If you are buying wine as a gift for another person, please include the recipient's name in the delivery address or shipping comments - we are also happy to enclose a card with a message that you can include in the shipping comments field.

Security Measures

We use Thawte SSL secure encrypted links and proven encryption methods to keep your payment details safe. 

Returns

Please contact David on 08 9756 5200 or mailorder@hpw.com.au to resolve any issues relating to returning wine.

Breakages

Our wines are shipped with Australia Post.  In the event of a breakage, which are not common but do occur, Australia Post will notify us, we will arrange for the damaged consignment to be returned to us and resend a new order direct from the winery.  This will cause an unfortunate but inevitable delay in the fulfilment of your order.  Please feel free to check in with us if your wine has not arrived within the timeframes specified on your order, as due to the nature of the Australia Post system there can sometimes be delays between the occurrence of the breakage and when we are informed of the issue.  If you have received a delivery which is clearly damaged, which shouldn't happen, please get in touch with us.

Incorrect Items

If you have received the wrong wine, e.g. a Chardonnay instead of a Shiraz please contact us immediately so we can rectify the problem.

Privacy Information

Burch Family Wines are committed to respecting your online privacy, we will only use the personal information you have chosen to provide us for the purpose for which you provided it. Burch Family Wines will not use it for any other purpose without your consent. Under no circumstances will Burch Family Wines sell or receive payment for licensing or disclosing your personal information.

International Orders

We can deliver to many international countries using DHL worldwide express.  For quotes on international delivery charges contact David using the email or phone links above.  There are some countries where government or customs restrictions prevent us from delivering orders to individual customers.

you can also check the International distributors page to see if our wines are distributed in your country.  Click here to visit this page.

Contact Us

Please contact us if you have any issues, concerns or questions about your order or you experience any problems. Our full contact details including postal/physical address phone, fax and email addresses can be found on the Contact Us page.