FAQ


Delivery

+-How can I track my order?

Check your order status in My Orders 

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk mail in case it lands there.

+-Have more questions?

Submit a request here

+-How long does shipping take?

Depending on where you live in Australia will determine how long your order will take to be delivered to you.
 
See delivery times for your address here
 
To ensure secure delivery, all parcels must be signed for upon receipt. If you don’t expect to be home during normal business hours, please choose a delivery address where someone will be available to sign for your parcel.
 
We can only provide the delivery options shown and are unable to speed up any processing times

+-How much does shipping cost?

Shipping is free for all orders over $250
 
Shipping costs will vary depending on where in Australia you live and these are calculated at checkout.
 

+-Area’s that we aren’t able to service

We deliver anywhere in Australia, except for areas that are classified by the Australian Government as Dry Zones, Australian Islands that are classified as in International Waters or areas determined by Emperor Holdings Pty. Ltd. based on state and local legislation and restrictions and Emperors’ responsible supply of alcohol policies having regard to our commitment to harm minimisation. Please view our list of affected zones below;

+-Can I ship to multiple addresses?

Unfortunately we are unable to process split shipments within one order at this time. If you wish to ship to multiple addresses, you can do this by creating separate orders, each with their own delivery address.

+-What about lost or damaged goods?

If your order is lost or damaged in transit, please contact our Customer Service team on 1800 CHAMPAGNE Monday to Saturday 9am - 5pm AEST or Contact Us. If you have not received your order within 7 working days, please contact us so that we can assist you.

+-Do you offer international shipping?

Unfortunately at this stage we only ship within Australia

+-What if I’m not home when my parcel arrives?

Your order will be left attended at your address, unless specified otherwise.
Please note that deliveries may not occur at an unattended address if any of the following circumstances apply (as assessed by our delivery partners at the time of delivery);

  • The address is unclear, ambiguous or has a current re-direction or hold in place
  • There is a risk that minors may access the alcohol
  • The site cannot be safely accessed
  • There is no secure location to leave the goods 
  • There is no suitable location to leave the goods that is not visible from the street or public view.
  • There is a possibility the goods will be damaged (e.g. due to weather, interference, damage by pets etc.)


For Australia Post deliveries, the driver will leave a note for you to collect your local at your local post office. Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.
For all other couriers, the order will be returned back to base or our Warehouse and a re-delivery will need to be arranged.


Note: for residential deliveries being made by Australia Post, they can occur as early as 7am. For business addresses, the delivery will be made during standard business hours, 9am to 5pm AEST.

Identification

Emperor supports the responsible service of alcohol. It is against the law to sell or supply to, or obtain alcohol on behalf of, a person under the age of 18 years. You must be over 18 years of age to place an order online or over the phone, or receive a delivery. 

+-Returns

Do to the perishable and delicate nature of Champagne we do not allow returns of stock unless the bottle was damaged or corked.

+-Change of Mind

We have a strong quality control of storage and shipping and once the stock has left our warehouse and been delivered to you we cannot guarantee correct storage or treatment of wines.

Our expert panel has selected the best of the Champagne category so we can assure you all champagnes on our site are wonderful but they may not be to your personal taste. Please let us know if you did not enjoy a certain champagne so we can add this to your personal profile which will help to send you future champagnes that suit your taste.

+-Corked Wine

If you open your bottle and note that the wine is corked please contact us for a replacement. A replacement will take approximately 7 days as we will need to authorize a replacement with the importer.


Corked wine is natural and you may notice an aroma of wet cardboard, or a dusty, mouldy smell. Sometimes this is subtle and sometimes it is strong. If your Champagne smells fine but has no bubbles, try rinsing your flutes with hot water to make sure there is not detergent residue as this can be a bubble killer!

Please contact our team via email or phone with your corked bottle and we will contact the importer and have it replaced. Please note you will need to send the cork back to us for a replacement bottle.

+-Incorrect Product Shipped

If the wrong product was shipped according to what you had selected and paid for via the system then a replacement or full refund will be offered.

Account

+-How do I unsubscribe from your newsletter?
  1. Open any newsletter sent to you by Emperor
  2. Scroll to the bottom of the newsletter and click Unsubscribe

Please allow up to 3 business days for the subscription removal to become effective.

+-How do I update my details on my account?

Simply log in and edit My Details

+-What is ‘My Account’ and why should I sign up?

Within My Account you will have Emperor at your fingertips, with 24/7 access to the best of the best in champagne. Create an Account today to enjoy:

  • Be in-the-know with email updates featuring the latest products and news in champagne.
  • Have access to all your past online orders.
  • Create a wish list for all those “Must Have” wines you want to buy in the future.
  • Save all your details for faster, easier check out.

To create your account click here

+-I’ve forgotten my online log in details. What should I do?

You can reset your password online by selecting the ‘Forgotten your password’ link on the My Account log in page or here. You will then be asked to enter the email address used to setup your account, and a link to reset your password will be emailed to you.

+-I’m trying to log in to my account but it’s not working, what can I do?

The quickest way to solve any login issues is to reset your password. This can be done by clicking 'Forgot your password?' on the login 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'.

Alternatively please contact us if you are still having issues logging in and our friendly team are on hand to assist you.

Shopping

+-Do you offer Gift Cards?

Unfortunately at this time we don’t offer gift cards.

+-How do I know it’s safe to shop on your site?

At Emperor, your security while shopping with us online is a priority. As such we have taken all reasonable measures to ensure a secure online purchase environment using 128 bit Secure Sockets Layer (SSL) encryption, so that your personal and payment details are kept safe at all times. To verify you are on a secure page look for a padlock icon in your browser address bar, this verifies the authenticity and integrity of our website security.

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.

+-How do I change or cancel my order after purchasing?

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

+-What payment types do you accept?

VISA and MasterCard 

+-How do I make a corporate order?

For any corporate order or multiple item order enquiries please contact our Customer Service team on 1800 CHAMPAGNE or here

+-What is luxury packaging as standard?

All orders come beautifully packaged in a deluxe Emperor box lined with tissue paper and are housed for protection in a plain mailing box ready for shipment.

Should you not want your orders to arrive with our luxury packaging, please check the ‘plain packaging’ option at checkout.

You may also include a personalised gift message. Simply type your message in the Gift Message field at checkout and it will be printed on an Emperor card and inserted into your delivery.

+-Can I place an item on hold or lay-by for purchase at a later date?

No, we don’t offer a hold or lay-by service. Items must be ordered and paid for when online.

+-How do I know if you carry a certain brand?

View all the brands that we stock on our brands page. Alternatively type the brand name into the search toolbar on the top of the screen to view the available items from that brand. If there is no result, it means we do not have the brand available on our site for purchase.

+-Does Emperor have a Loyalty Program?

Emperor is developing a loyalty program which will be announced early 2018. Watch this space.

Club

+-What is the Emperor Champagne Club?

Emperor Champagne Club is Australia’s premier champagne club, offering two tiers of subscription membership and an array of features and benefits. The Champagne Lovers membership, which provides you with One bottle of champagne delivered monthly, and the Champagne Connoisseurs membership, which entitles you to Two bottles of champagne delivered monthly. For more information about becoming a member click here

+-How do I sign up for Emperor Champagne Club?

Simply visit the Club page of our website and choose your level of membership.

+-Can I pause my membership?

You can easily change your subscription. We provide our subscribers the ability to update subscription options, like frequency, quantity and delivery schedules.

+-Skip or Reschedule Deliveries

You are in control to optionally set delivery options.

+-How do I update my club details? 

You can change your address, credit card and personal details within the my account section.

+-How do I cancel/terminate my membership?

If you feel that the club is no longer for you, that's no problem. You have the option to cancel on your own. Head to your membership page where you can cancel your subscription and refund an order with just a click.