FAQ's

I didn't receive my order confirmation?

We are finding that some order confirmations and shipment emails are landing in your spam or junk inbox. 

How long will it take to receive my order?

VIC

 

2-3 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 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. We will endeavour to it, but we may not be able to make the change if your order has already been dispatched.

Can I cancel my order after it has been placed?

Depending on how soon you get in touch with us, we may be able to accommodate this – we will always try our best but cannot make any guarantees.  

What if there is a fault with my order? 

Due to the delicate nature of our products, there can be occasions where the product may have a fault. If there is something wrong with a bottle please ensure there is at least ¾ of the product left, email us with as much detail as possible and we will advise the best course of action. 

Depending on the winemaking style, certain wines can have characteristics of reduction, oxidation, volatility, or brettanomyces. In small and controlled quantities, these elements can often be a positive addition to a wine (even if it's something a bit different). If you’re unsure of a winemaker’s style and have a sensitivity to these characteristics, please feel free to reach out and we can assist you in finding a product that you’ll enjoy drinking!

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?

The short answer is no. 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?

Unfortunately we do not yet have a retail outlet, but we are working on it. So this will be an option soon.

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?)

Yes, in some circumstances we can (location dependant), 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.