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.