FAQs

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on back order or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. 

Order Shipment:

If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information for most products within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at our contact us page.

Shipping Information:

How To Find Shipping Costs?

After adding the item to the cart please add your shipping address to get an estimate. We aim to provide the most competitive shipping costs with the fastest delivery times to provide the best shopping experience for you.

Have Questions About Shipping?

For any questions regarding an order, a delivery, a product or anything you can think of please feel free to contact us at contact@winesilo.com.au or via phone anytime. We might contact you once in a blue moon if any unexpected delays occur to advise you.

How We Determine Shipping Price?

First factor is Size: shipping prices are calculated based on how large, heavy, or bulky the item is. Second is Location: deliveries to offshore/remote locations (including Tasmania) will attract higher delivery prices and delivery times depending on the final location. We will confirm delivery times and prices with you after the order has been placed.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged, please send photos/videos to returns@winesilo.com.au and we will process an insurance claim with the manufacturer on your behalf.

During delivery inside and outside the house, it is your responsibility to be present at all times and guiding the movers. As we are not responsible for any damage that occurs during moving of the product inside and outside the house or of stolen item after you have accepted the delivery.

Faulty or Defective Products:

Goods that are delivered faulty or defective will be replaced, repaired, refunded, or exchanged by us based on the product. Please make sure that you are purchasing the correct equipment for your needs. For any questions then please contact our customer services team at contact@winesilo.com.au or via phone.

Returns:

WineSilo upholds a 30-day return policy.

Please reach out to returns@winesilo.com.au to initiate the return process.

You must include your order number as proof you ordered from our store, as well as the reason for the return.

Due to the size and weight of many of the products we offer, and the nature of our business model, WE CANNOT ACCEPT USED ITEMS. Therefore, in order for us to process your return the items must be unused and in the original packaging.

If they are not unused and in the original packaging, your return will be denied; and we suggest you put the used item(s) up for sale on a digital marketplace (e.g. eBay, Amazon, Gumtree, FB Marketplace, etc.)

Our suppliers charge 25% of the price as restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another, this is due to many additional personals that need to get involved and we do not have control over this charge. Please note if you have to return goods then please make sure that the returning goods are not damaged, they must be un-used, as-new and with all original packaging and instruction manuals intact.

These goods can be returned unused at your expense within 5 working days. You must arrange insurance with the carrier or post office to cover possible damage or loss in transit for the full value of the item. If any of the packaging, manuals or other components are missing then the cost of this will also be payable by you.

Once the items are received and inspected, we will issue a full refund or credit to original payment method you used when placing your order within 30 days.

Cancellations & Refunds:

All orders cancelled after 48 hours are subject to a $50 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges as discussed above in Returns section above. Refunds will only be issued to the original credit card that you used when placing your order.