Frequently Asked Questions

I didn't receive my order confirmation?

We are so sorry about this! Please get in touch on info@susuro.com.au or give us Nikki a call on 0400 616 616.

How long will it take to receive my order?

* Please note that the below delivery times might be longer than normal. 

** We have also started doing our own local deliveries in Metro Melbourne in our Octomobile to speed things up and get the wines to you pronto!

VIC

 

1-3 business days

NSW

 

3-4 business days

QLD

 

4-5 business days

SA

 

3-4 business days

WA

 

6-7 business days

TAS

 

5-6 business days

NT

 

Up to 10 business days

Please note these are provided by TNT & Australia Post and are subject to change at any time. Time frames are once the parcel has left our facilities. 

How do I know if my order has been shipped? 

When your order is shipped, you will be sent a confirmation with a tracking number. Please note that any amendments made to your order will not be reflected (e.g change of address), but if we say we have processed them, don’t worry, we definitely have! Allow up to 24 hours for tracking information to update.  

What if I need to change my shipping information? 

If you have just placed your order please advise us immediately of any changes that need to be made. If it hasn't been shipped, then no worries, it will be fine to change your shipping information. 

Can I cancel my order after it has been placed?

Just so long as it hasn't been shipped - make sure you get in touch fast as we are usually pretty speedy with our deliveries. 

What if there is a fault with my order? 

We don't fine or filter a lot of our wines and so somethings they might be a little cloudy or have sediment in the bottom of the bottle (we call them wine diamonds). Don't worry about these things - they aren't faults but rather a decision made by Nikki our winemaker not to over process the wines so as to preserve aroma and flavour. But if you really are worried that it could be something else, please get in touch as we want you to be happy with our wines! 

What happens is something arrives broken?

Our courier companies will usually get in touch with us first if something (rarely) breaks in transit, in order to get your products to you quick smart we will arrange for a replacement order (providing stock availability) to be sent to you. You will be notified of the new tracking number once the replacement parcel has been dispatched. If you parcel arrives to you broken, please get in touch with us as soon as possible for us arrange appropriate replacements. 

What if my order arrives wrong? 

We take every care to ensure this doesn’t happen, but please contact us immediately if something isn’t right and we’ll do our best to come to a mutually-agreeable solution. 

Can I purchase and have the wines shipped overseas?

We are only shipping within Australia. 

Can I change my delivery address once my order has been shipped?

If you are based in Metro Melbourne, our Octomobile can take a hard right turn and get the wines to your new address. 

If you are based elsewhere, it could be a bit trickier but we will try our best. If we are shipping via TNT, then you should be able to arrange a redelivery to your preferred address by getting in touch with them directly and quoting the AWB number. Also, in some cases when we ship with Australia Post, they are able to accommodate a change of address via the links in your tracking email. 

Can I pick up my order from a store?

Sadly no. But if you are in Metro Melbourne, we can delivery super fast! 

Do you offer chilled delivery?

No, not at this stage. 

Pricing 

All pricing is in AUD and is “as is” 

Do you offer bulk deliveries (for businesses, events etc?)

Sure can and we would love to chat with you about whatever you are planning! Please get in touch with us via info@susuro.com.au for stock and delivery options. Some handy things that are worth including in your enquiry that we’ll need to know are: name, contact details, number of guests, product preferences and budget.