Help and FAQs

Ordering, delivery and other basics
Who are the Angels mentioned all over the site?
How do I shop on this site?
What's social about this site?
My Wines / My Friends / My Profile
My Account

Ordering, delivery and other basics

How do I order?

You can choose to add a pre-mixed case to your basket or you can even mix your own case by adding wines to your basket and checkout! If you're a techno-phobe, give us a ring on 1800 898 677 and we'll place the order for you.

How many bottles can I order?

We can ship a pack of 6 or a case of 12 or 15. If you order multiple cases, please be aware that we will fit the wines into the fewest number of boxes possible. So if you order two six packs, you'll receive one box with 12 bottles in. Cases can also arrive separately as we try and get your wine delivered as quickly as possible.

How much does delivery cost and when will my wine be delivered?

Free Next day delivery is currently available to Greater Sydney & Melbourne Metro addresses for Angels if ordering by 3pm.

For all other areas within Australia, freight costs will vary. You can use our delivery calculator to determine the delivery cost and timeframe to your selected address.

Where do you ship to?

We ship Australia wide however we cannot ship to a PO Box.

Can you ship to a business?

We love shipping to business addresses. Deliveries are Monday - Friday and work places tend to be a great way to guarantee delivery.

Who will deliver the wine?

We work with several reliable carriers, depending on where you're located. We have a warehouse that specialises in getting the wine to you as quickly as possible so you'll receive a timely delivery from our chosen carrier.

What happens if nobody's there to accept the delivery?

We suggest you leave clear delivery instructions, such as ‘Leave by the front door' or ‘leave in the garage to the left of the house'. And if there isn't anywhere safe to leave your order, it is best that you nominate to sign for delivery. If you do this and you are not home, the courier will leave a calling card and you can then call them to organise a mutually convenient time for delivery.

Can I have the wine shipped to somebody else as a gift?

Yes, but make sure the person is over 18 and that they'll sign to receive it. We can also include gift messages.

During checkout, we'll verify that we can ship the wine to the address you're sending it to. If there are any problems, we'll let you know.

Can you ship to a PO Box?

No, sorry. You need to sign to accept the parcel.

How do I cancel my order?

If you want to cancel your order for any reason give us a ring at 1800 898 677 as soon as possible and we will attempt to cancel it for you and give you your money back.

N.B. Because we try to deliver very promptly, it isn't always possible to cancel the delivery. The warehouse team moves as fast as lightning! But you can refuse to accept the wines when they arrive (just tell the delivery person to return the wines to sender). We'll refund your money when the wine arrives back at the warehouse.

What can I do if I don't like the wine?

If you don't like a wine, or it's corked or damaged, then we'll give you a full refund or a credit to your account. Email us at chat@nakedwines.com.au or call us at 1800 898 677 and we'll sort it out for you within 30 days of your order.

N.B. If you have several bottles of the same wine that you want refunded, please leave them unopened as we'll come and collect them. We'll let you know when you get in touch with us.

How do I find the right wines to buy?

You have a few options...

  • Check out our pre-mixed case recommendations on our cases page
  • Use the 'search' box and type in your favourite grape variety, country, region or style of wine
  • Use the filters on our wines page
  • Read the reviews and ratings on each of the wines left by other customers or our Naked Angels
  • OR rate your wines on your NakedMe page and we'll recommend others you'll love

Still not sure what to go for? Give us a ring on 1800 898 677 and ask to speak to one of our friendly Customer Happiness Managers - who will customise a case to match YOUR taste buds.

What do I do with this voucher?

Redeem your voucher by clicking here. If you have additional questions, there's a whole section of the FAQ especially devoted to your voucher.

Who are the Angels mentioned all over the site?

Angels don't just cut out the middlemen, they make them look ridiculous.

  • We spend our lives finding the talented winemakers BEHIND the famous names.
  • Angels support these winemakers, so that they can make wines the way they should be made, without compromise.
  • And in exchange, our super-grateful winemakers give the Angels preferential prices.

So how do I become an Angel?

Angels support Aussie winemaking talent by topping up their Angel accounts with $40 a month to be spent on wine. In return, they receive wholesale prices; free wine and a whole lot more.

You can become an Angel by signing up here.

What do I get as an Angel?

  • Wholesale prices - 25%-50% off the prices normal people pay
  • A FREE bottle every month when you order
  • Invites to winemaker tastings, events and loads more cool stuff

What happens to my money?

Each month you top-up your account with $40, yours to spend whenever you like. This isn't a membership fee and we'll never send you unsolicited wine the way most wine clubs do. Your money builds up until you want to buy some wine. Or get it back if you don't.

How does any of this affect the wine?

Basically, our winemakers don't waste money on stuff that you can't taste like marketing or high interest rate loans.

  • When Angels put money aside in their Angel accounts, we can turn around and invest in winemakers around the world eliminating their need for the banks.
  • Angels simultaneously provide the money to make the wine and an end consumer to drink the wine! That means our winemakers waste no money on marketing or sales since we already know the Angels will snap it all up.
  • Every cent the winemaker spends goes into the quality of the wine to make it taste better. No money goes to the stuff you can't taste. Well aside from a little bit to keep the winemaker and Naked Wines in business.

How do I update my credit card details?

Updating your card details is easy. Just head to the 'My account' section and click on 'Cards' in the blue drop down menu at the top of the screen.

How do I cancel?

Cancelling your Angel status is easy (although we'd rather you didn't!) You can cancel at any time by logging in, then selecting 'Account details' under your name at the top of the website, followed by 'Angels Account'. Or call us at 1800 898 677. Either way, we'll cancel your account and refund any unspent top-ups you have made.

Is this a wine club?

If you're into wine, you probably know that "wine club" has come to refer to a very specific business model where customers pay a certain amount per year and a company (often a winery) sends them regular shipments of wine. We aren't doing that.

Instead, Naked Wines customers put money in a separate trust fund over the course of the year. And they can come and shop at the site with that money as much or as little as they want. They can assemble cases however they like, only have wines delivered around the holidays or before their birthday or whenever. If you're looking for a company to regularly send you unsolicited wine, we're not it.

But in the more general sense, we are a group of people who really enjoy wine. So if "wine club" just meant a club that likes wine, we'd be that.

Shouldn't I just buy direct from the winery?

Buying direct from wineries is a great way to support already existing winemakers. But you'll pay a lot more without necessarily benefiting the winemaker.

Being an Angel means you're financing new winemakers and creating new projects, and you tend to get much more bang for your buck because of that.

Can I find these wines at a store?

Virtually all the wines on the site are exclusively sold through Naked. If you manage to find similar wines or wines made by the same winemakers or wines made from the same fruit, they will typically be much more expensive.

Because Angels finance these wines and promise to drink them all up, winemakers are able to sell it at the true cost without marketing costs and other worries.

How do I shop on this site?

We have tried to make the site navigation as simple as possible. For example, you can find mixed cases under the case tab or mix your own case through the wines tab.

On the NakedMe tab, you'll find a lot of great free tools:

  • Rate your wines, so we can recommend others you'll love (AND tell you what to avoid)
  • Find friends who are already drinking Naked
  • Personalised recommendations, alerts and invitations
  • Check to see what Naked Groups you participate in
  • Post a messages to all your buddies (via your wall)
  • Access and edit your Naked Wines account
  • Update personal details like address details and card details
  • Change the amount you pay into your Naked Wines account every month
  • Connect to Facebook and Twitter
  • Update your email preferences
  • View your order history and delivery status
  • Account balance and account history
  • And Angels will find free offers waiting for them on a monthly basis

Still not sure what to go for? Give us a ring at 1800 898 677 and ask to speak to one of our friendly customer happiness managers - who will customise a case to match YOUR taste buds.

What's social about this site?

We like to see a lot of chatter on the website.

Unlike any other online wine retailers we know, you can:

  • Chat to other customers
  • Chat to the Naked team
  • AND chat to the winemakers themselves

We rely on feedback from customers so we can grow and improve - so please don't be shy!

Our winemakers in particular love hearing what you think, so when they're working on new vintages, they know what our customers are looking for!

Here are a few ways you can interact:

  • Rate your wines and post reviews via your 'Naked Me' page (click on the 'wines' tab within 'Naked Me').
  • OR write a review on the wine pages themselves
  • Get to know other Naked customers and the team by joining one of the Naked Discussion Groups, OR create your own discussion group!
  • Chat to the winemakers on their personal profile pages (click on the 'Winemakers' tab to access them).
  • You can also 'buddy' up with other customers so you can share reviews etc. To do this, click on their name and you'll be given the option to 'follow' them. Every time they write a post, you'll then get an email alert to hear what they've got to so.

N.B. You need to be registered and logged-in to post on the site.

TOP TIP: The BEST place to start is to join our Naked Newbies group and introduce yourself!

You can also find us on Facebook and Twitter.

Can I make wine for you?

How does Naked pick winemakers?

We want talented winemakers who can make great wine without wasting time or money on marketing. Many of them come to us.

Why do winemakers work with Naked?

Since we finance everything and sell everything we finance, our winemakers don't have to worry about funding, marketing or sales. Zero risk and more time to concentrate on making great wine tend to be pretty convincing arguments.

How can I work with Naked?

Just drop us an email at chat@nakedwines.com.au. We're looking for talented winemakers who have sussed out great opportunities to make wine and need help with the financing and sales. So tell us what you've done that makes you special, what opportunities you've found, and give us an idea of how we can help you.

What do I do with my voucher?

Redeem your voucher by clicking here

If you received a voucher from one of our partners, here is some additional information that might help you out.

What the heck is this voucher I received?

We know that trying a new wine can be a scary experience. And we need to earn your trust. So we try to make the first case as affordable as possible.

We'll also try to make the choice easy for you by recommending a case of wine. The recommended case has a good panoply of wines that represent the diversity and quality of our range (and they are also our customers' favourite wines). That said, if you want to build your own case, feel free to do that under the Wines tab of our website.

Note that the voucher you got should say exactly how much money you get off and it will probably have a minimum spend on there too. Like $50 off of a purchase of at least $109.99. If you build your own case, make sure that you hit the minimum spend amount detailed on your voucher or you won't be able to claim the voucher.

For full voucher Terms & Conditions, please click here.

How many bottles do I need to order at one time?

You need to pick 6, 12 or 15 bottles to use your voucher (refer to your voucher for specific details)

You have a few options to find the right 6, 12 or 15...

  • Check out our pre-mixed case recommendations on the cases page
  • Use the search box and type in your favourite grape variety, country or style of wine
  • Use the filters on our wines page
  • Rate wines on the NakedMe page and we'll recommend others you'll love

If you're still not sure what to go for, just give us a ring at 1800 898 677 and ask to speak to one of our friendly customer happiness managers who will help you make a case that fits your taste buds.

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