WINE CLUB FREQUENTLY ASKED QUESTIONS

Which wine club package did I sign up for?

Sign into your account using your email address and password and click on My Portal. Select ‘My WineClub’ from the left-hand side to view your membership details.

Can I change which package I am subscribed to?

Yes. Sign into your portal and go to 'My Wine Club' section to see the pack you are signed up for. Click on 'View' to expand your options. Click on ‘Update Details' and then ‘Change Order'. Simply select the pack you would like and the contents and press save. Alternatively, you can make this request via email: penny@bourkeandtravers.com.

 When will my credit card be charged?

Credit cards will be processed one - two weeks prior to shipping, starting from the fifth of the month that the shipment occurs. We will notify you by email two weeks before we begin processing credit cards.

 How secure is my credit card information?

We do not keep a record of your credit card details. All your information is stored online, and to make your information more secure, your credit card details are not displayed in full.

 Will you contact me if there are issues with processing my credit card?

Yes. Our team will try to contact you by phone, email and/or text message if we are having issues processing your card. We kindly ask that you respond to these messages, as we will automatically cancel your membership should you fail to resolve your payment issue within two shipment periods.

 When will the next package be shipped?

All shipping will commence from the 10th of the month that the shipments occur.

 What wines will be in my shipment?

The wines that will be in your shipment are the ones selected by you. We will notify you by email two weeks before shipment to do a review of what your pack will include. You can then 'Change Order' if you want to amend your original picks.

 I will be away during my next shipment, what can I do?

If you will be away during the time of shipping, you can reschedule the delivery of your Wine Club membership at any time. Simply log in to your account and go to ‘My WineClub’ and you will see on the right-hand side the wine club you have signed up for. Click on ‘View’ and select ‘Suspend’ or ‘Skip’. Once you are home and ready to receive wine, select ‘Resume’.

What does suspend mean?

You can suspend your membership for up to six months. You will still be a member of our Wine Club; however, you won’t be receiving packs of wine. After that time, our Wine Club manager will contact you to determine if you would like to recommence receiving your packs or if you would like to cease your membership with us.

What does skip mean?

You can now manage your shipments better with the ‘skip’ functionality. This is ideal for holidaymakers who won’t be at home to receive their packs.

Can I change the address my wine is shipped to?

Yes. If you would like to change your shipping address, you can do this by logging in to your account and updating the shipping address associated with your Wine Club subscription under ‘My WineClub’. Please note that we will lock your account two weeks before shipment. If there are any issues updating your address, please contact us via email: penny@bourkeandtravers.com.

I'm not going to be home; can I give an 'authority to leave' for my delivery?

Yes. Please include any special instructions, such as a safe and secure place that your wine can be left in the shipping section of the checkout process. All wines will be delivered to your nominated address via Australia Post, and you will be sent an email with the tracking details of your delivery. Please allow 5 - 10 days for delivery. For more information, please contact us on: penny@bourkeandtravers.com.

Can I cancel my membership?

Yes, you can cancel your membership at any time after you have received your two cases of wine, or 12 months. Please note that we process payments from the fifth day of the month that the shipment occurs. You can make this request via email: penny@bourkeandtravers.com.

Correspondence and junk folders.

Don't forget to check your spam/junk folders for wine club updates. Unfortunately, some correspondence is automatically sent to your spam/junk folder. Please check this folder around shipment time, as we may be trying to contact you to update your credit card details. Failure to respond to our requests may result in your membership being cancelled.