Frequently Asked Questions
Everything you need to know about Naked Wines
Most popular questions
What can we help you with?
How do I log in to my account?
If you cannot see your first name or profile image in the top right of the screen…
Click 'log in' in the top right of the screen
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your first name followed by a ? with the words 'Please log in'...
Click 'Please log in' in the top right of the screen
Click the green 'Log in now' button that appears below it
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your first name and profile image with your account balance in $ beneath it in the top right of the screen...
You're already logged in - please click on your name to access a drop-down menu where you can access and manage your account
*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive
How do I make changes to my account?
N.B. Please make sure you’re logged in (see ‘How do I log in to my account?’) before trying to make changes to your account.
You can update all of your personal details through your My Account page, including:
Your name
Your birthday
Your telephone number
Your password
Update My Subscriptions address
To amend your email address, please drop us an email at chat@nakedwines.com.au
You can also see a searchable record of your transactions and how much you’ve spent.
How do I check my account balance?
To check your balance, select the profile icon in the top right corner and log in.
On Desktop: Your balance is displayed right next to the profile icon once you’re signed in.
On Mobile/App: Click the profile icon within the menu bar to view your total.
Your balance is a combination of your monthly contributions and any credits we’ve applied to your account. Click here to see your full transaction history.
How do I pause, update, or cancel my subscription?
We know life changes — and your subscription can change with it. Whether you need a short break or a permanent adjustment, you’re in control.
To lower your monthly contribution, click here. To pause your payments for a holiday (up to 3 months) click here or please drop us an email at chat@nakedwines.com.au
If you decide to cancel, no hard feelings at all! You can easily end your subscription by logging into your account and heading to My Subscriptions. Select the subscription you’d like to cancel and follow the prompts. Please note: if you have multiple subscriptions (like an Angel membership plus a Wine Club), these must be cancelled separately.
If you get stuck, our Customer Service team is always here to help. Drop us an email at chat@nakedwines.com.au
Don’t worry: any unspent balance stays safely in your account, ready to spend on wine whenever you like.
Note for App users: Your subscription may still appear as 'active' immediately after cancellation; simply restart the app to see the updated status.
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 having trouble with the website, give us a call on1300 898 677Aus and we'll place the order for you.
How many bottles can I order?
We have 6, 12 and 15 bottle boxes in our warehouse, so feel free to mix up a case of your favourites (One of this, two of that etc).
If you order lots of bottles, please be aware that we will fit the wines into the fewest number of boxes possible (better for the environment and all that!). For example, 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?
We deliver FAST (two - three working days) to Sydney, Melbourne and Perth metro areas, and QUITE FAST (two - four business days) to Brisbane, Canberra and Adelaide... Just get your order in by 3pm and we'll get packing!
Your freight costs will vary. You can use our delivery calculator to see how long delivery will take and the delivery cost.
Unfortunately we don't ship to Northern Territory...sorry!
Where do you ship to?
We ship our delicious wines to most Australian addresses - use our delivery calculator to check your postcode.
Unfortunately we can't deliver to PO Boxes and we do not ship to Northern Territory...sorry!
Due to Northern Territory Government legislative changes to the Liquor Amendment Bill in order to regulate the sale, provision, promotion and consumption of liquor within the Northern Territory, we no longer ship to this region....sorry!
Can you ship to a business?
We love shipping to your work address. Deliveries usually take place Monday - Friday 8am-6pm so this is good way to ensure you get your wine first time.
Plus it's a great way to show your work colleagues that you are supporting Australian winemakers!
What happens if nobody's there to accept the delivery?
When you place your order there is a space for delivery instructions that will be printed on the label for the driver.
We are happy for the driver to leave your wine in a safe place if you're not home so just be clear in your instructions to avoid going thirsty!
If there isn't anywhere safe to leave your order, you can also tell us not to leave the wine without a signature. Just pick this option at checkout.
Age Requirement for Ordering & Gifting
By placing an order with Naked Wines you are confirming that you, or anyone you may send an order to as a gift, are 18 or older. It is illegal for us to sell alcohol to anyone under the age of 18.
Can I have wine shipped to someone 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 1300 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.
How do I update my delivery address and instructions on an existing order?
To make changes to your shipping address or delivery instructions on an existing order, please contact us as soon as possible. Please give us a ring at 1300 898 677 and we will attempt to update these for you.
N.B. Because we try to deliver very promptly, it isn't always possible to change the delivery address and instructions. The warehouse team moves as fast as lightning!
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 credit your account back in full. Email us at chat@nakedwines.com.au or call us at 1300 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 1300 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 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.
Why do you have a blue circle against each wine with a percentage in it?
This is our “buy it again” rating – a quick and easy way to see how popular a wine is. The percentage is the number of customers who’d definitely come back for more, over the number of customers who have left a rating.
The rating starts afresh every vintage, to help you identify a particularly good year! You can hover to see how the previous vintages were rated in comparison.
After you've tried a wine, remember to give it a thumbs up (or down) to let us know whether you'd buy it again. It helps us to figure out which wines to buy more of and to tailor the wines we recommend to suit your preferences.
Do you include ratings from new customers as well as Angels?
Yes – whether you're a Naked old-timer or you've just placed your first order, we'll include your rating against the wine.
An improvement we made in March 2018 was to only include ratings from customers who independently add wine to their case, versus those who buy the wine as part of a premixed case. Our pre-mixed cases are (typically) the go-to place for new customers who've never tried our wines before - and our ratings are designed to guide Angels who need help building their own case.
So it makes more sense to reflect the thoughts of those in the same boat!
Whether you build your own cases, or leave it to us - please continue to rate your wines. It's a great way to remind yourself what you like, it helps us to decide where to invest your hard-earned cash - and it gives your winemakers an invaluable steer on what's hot and what's not and where to improve.
How do I know I am paying the right price?
“You Decide” prices.
The prices are decided by our customers (like YOU). Our customers let us know how great the prices are by buying the wines and rating them. We’ve collected millions of ratings, and we use that data to set our wine prices. If you don’t love a wine, we add a credit back to your account in full. Every wine you order from us should knock your little cotton socks off. If that’s not the case, let us know and we’ll credit your account - you don’t even need to return the wine. This is the first way we make sure that you’re always getting a fair price. If you personally don’t enjoy the wine, you get all your money back. We want 9 out of 10 customers to love every wine – less than that and we’ll review the price. We’re completely committed to funding world-class wines that over-deliver for their price. That’s why we review our prices every three months, for all wines that have received 250 ratings or more. If fewer than 8 out of 10 people say they’d buy the wine again, we lower the price. Once a wine has collected 250 ratings at the new price, we’ll review it again - we want at least 9 out of 10 people to love the wine at that price. We look at some other data like how many people buy the wine over and over. Some divisive wines like a Moscato might get a low rating, but the people who like that wine LOVE it and buy it by the case-load. The proof is in the pudding. Look around the website at our ratings – and if we lower the price of a wine, you can see the full history of its ratings at different prices. If a wine you already bought changes price, you get an account credit. We’ve always got your back. If you bought a non-sale wine earlier in the year and the price changes, we’ll put a credit on your account for the difference between the old price and the new price (even if you loved the wine!). You shouldn’t have to worry about paying the best price or being ripped off - we know if we treat you right, you’ll stick around. So we always take care of you. Discover your next favourite wines here.
How to check my account balance?
You can check your account balance by selecting the profile icon in the top right corner and logging in. Once signed in, your balance will be shown beside the profile icon on desktop devices or click back into your account icon to see the balance on mobile devices.
For app users, click on the profile icon within the menu bar.
Balance will be a combination of contributions and any credits that have been applied.
Click here to see order history.
What payment methods do you accept?
We accept Visa, Mastercard and American Express. Please ensure your billing address matches the one held by your bank so we can verify your card smoothly.
To add a new card to your account click here.
How to link your account as an existing customer
Sign in using your existing Naked Wines email and password. Head to my account > Security Settings, select the Social Login screen, and link your account there.
Why can’t I see my order history when using Social Login?
If you recently used social login, you may have accidentally created a duplicate account. This usually happens if you weren't logged in at the time, or if your social media account (Google/Apple) uses a different email address than the one we have on file.
How to fix it:
Go to Security Settings > Social Login and unlink the account. (Note: You may need to create a password for this 'new' account before you can unlink it) .
Sign out of that account.
Log into your original Naked Wines account using your standard email and password.
Go back to the Social Login screen and link your Google or Apple account there. Your history will now be synced!
Delivery Calculator
How much will delivery cost and how long will it take?
Please use this link to calculate delivery costs and timelines delivery calculator
Ordering
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 having trouble with the website, give us a 1300 898 677 and we'll place the order for you.
How many bottles can I order?
We have 6, 12 and 15 bottle boxes in our warehouse, so feel free to mix up a case of your favourites (One of this, two of that etc).
If you order lots of bottles, please be aware that we will fit the wines into the fewest number of boxes possible (better for the environment and all that!). For example, 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?
We deliver FAST (two - three working days) to Sydney, Melbourne and Perth metro areas, and QUITE FAST (two - four business days) to Brisbane, Canberra and Adelaide... Just get your order in by 3pm and we'll get packing!
Your freight costs will vary. You can use our delivery calculatorto see how long delivery will take and the delivery cost.
Unfortunately we don't ship to Northern Territory...sorry!
Where do you ship to?
We ship our delicious wines to most Australian addresses - use our delivery calculator to check your postcode.
Unfortunately we can't deliver to PO Boxes and we do not ship to Northern Territory...sorry!
Why don't you ship orders to the Northern Territory?
Due to Northern Territory Government legislative changes to the Liquor Amendment Bill in order to regulate the sale, provision, promotion and consumption of liquor within the Northern Territory, we no longer ship to this region....sorry!
Can you ship to a business?
We love shipping to your work address. Deliveries usually take place Monday - Friday 8am-6pm so this is good way to ensure you get your wine first time.
Plus it's a great way to show your work colleagues that you are supporting Australian winemakers!
Who will deliver the wine?
Most of you will have your wine carefully delivered by our friends at Fastway Couriers. We work really closely with Fastway to ensure the delivery experience is as seamless as possible.
Regional areas may be serviced by Australia Post and in WA it could be a number of different carriers (all of whom do a great job!).
What happens if nobody is there to accept the wine?
When you place your order there is a space for delivery instructions that will be printed on the label for the driver.
We are happy for the driver to leave your wine in a safe place if you're not home so just be clear in your instructions to avoid going thirsty!
If there isn't anywhere safe to leave your order, you can also tell us not to leave the wine without a signature. Just pick this option at checkout.
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 1300 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 credit your account back in full. Email us at chat@nakedwines.com.au or call us at 1300 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 1300 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.
Why do you have a blue circle against each wine with a percentage in it?
This is our “buy it again” rating – a quick and easy way to see how popular a wine is. The percentage is the number of customers who’d definitely come back for more, over the number of customers who have left a rating.
The rating starts afresh every vintage, to help you identify a particularly good year! You can hover to see how the previous vintages were rated in comparison.
After you've tried a wine, remember to give it a thumbs up (or down) to let us know whether you'd buy it again. It helps us to figure out which wines to buy more of and to tailor the wines we recommend to suit your preferences.
Do you include ratings from new customers as well as Angels?
Yes – whether you're a Naked old-timer or you've just placed your first order, we'll include your rating against the wine.
An improvement we made in March 2018 was to only include ratings from customers who independently add wine to their case, versus those who buy the wine as part of a premixed case. Our pre-mixed cases are (typically) the go-to place for new customers who've never tried our wines before - and our ratings are designed to guide Angels who need help building their own case.
So it makes more sense to reflect the thoughts of those in the same boat!
Whether you build your own cases, or leave it to us - please continue to rate your wines. It's a great way to remind yourself what you like, it helps us to decide where to invest your hard-earned cash - and it gives your winemakers an invaluable steer on what's hot and what's not and where to improve.
How do I know I am paying the right price?
“You Decide” prices.
The prices are decided by our customers (like YOU). Our customers let us know how great the prices are by buying the wines and rating them. We’ve collected millions of ratings, and we use that data to set our wine prices. If you don’t love a wine, we refund you in fullEvery wine you order from us should knock your little cotton socks off. If that’s not the case, let us know and we’ll credit your account - you don’t even need to return the wine. This is the first way we make sure that you’re always getting a fair price. If you personally don’t enjoy the wine, you get all your money back. We want 9 out of 10 customers to love every wine – less than that and we’ll review the price. We’re completely committed to funding world-class wines that over-deliver for their price. That’s why we review our prices every three months, for all wines that have received 250 ratings or more. If fewer than 8 out of 10 people say they’d buy the wine again, we lower the price. Once a wine has collected 250 ratings at the new price, we’ll review it again - we want at least 9 out of 10 people to love the wine at that price. We look at some other data like how many people buy the wine over and over. Some divisive wines like a Moscato might get a low rating, but the people who like that wine LOVE it and buy it by the case-load. The proof is in the pudding. Look around the website at our ratings – and if we lower the price of a wine, you can see the full history of its ratings at different prices. If a wine you already bought changes price, you get an account credit. We’ve always got your back. If you bought a non-sale wine earlier in the year and the price changes, we’ll put a credit on your account for the difference between the old price and the new price (even if you loved the wine!). You shouldn’t have to worry about paying the best price or being ripped off - we know if we treat you right, you’ll stick around. So we always take care of you. Discover your next favourite wines here.
Angel FAQs
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.
How do I become an Angel?
Naked Wines Angels support Aussie winemaking talent by topping up their Angel accounts each month with money 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 - Save at least 30% off market price
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 auto top-up your account with money to spend on wine, it is 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. And any unspent balance will remain in your account until you need it.
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 bank 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 1300 898 677. If you’ve been inactive for three years or more, your unspent Angel contributions will expire and will no longer be redeemable on the site.
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 bottle shop?
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.
Promotion Terms and Conditions
Eligibility This promotion is open to new customers within Australia to Naked Wines Australia PTY LTD (Naked Wines) aged 18 years or over, excluding existing subscribers, existing Angels, employees of Naked Wines, their families, or anyone professionally connected to the promotion.
Promotional Period The promotion is valid from 09:00 on 15th April 2025 until 23:59 on 3 May 2025 or when 100 After Party 6-Packs have been exhausted, if that is earlier. All qualifying actions (both signing up and the required purchase) must be completed within this time to be eligible.
Offer Details The first 100 new customers to sign up to Naked Wines through the “Get started” button at “nakedwines.com.au/afterparty” and also purchase the Customer Favourites Case through nakedwines.com.au/afterparty will receive a free Naked Wines After Party 6-pack (valued at $79) for their own election After Party. The contents of an After Party 6-Pack includes 6 mixed wines from Naked Wines.
How to Redeem To redeem the offer, customers must sign up to Naked Wines by purchasing a Customer Favourites Case within the promotion period listed above. The After Party 6-Pack will be shipped at a separate time to the Customer Favourites Case, however the After Party 6-Pack will be sent with free delivery, and will be delivered within 3 weeks after valid sign up and purchase of the Customer Favourites Case. Naked Wines do not take any responsibility for postal delays.
Exclusions & Limitations
This promotion is valid while stocks last and ends once the 100 After Party 6-Packs are redeemed or at the date identified above.
This promotion cannot be combined with any other discount, promotion, or voucher unless explicitly stated.
The promotion is non-transferrable, not exchangeable and not redeemable for cash.
This promotion is limited to one sign up and corresponding purchase per new customer unless otherwise specified.
Naked Wines may in its absolute discretion declare a purchase to be ineligible if the new customer makes a purchase that is not in accordance with these Terms & Conditions.
Where an inconsistency arises between these Terms and Conditions and any other published material or promotional material, these Terms and Conditions will prevail.
Returns & Cancellations If an eligible new customer returns part or all of the Customer Favourites Case, the promotional value of the After Party 6 pack may be deducted from the refund.
Changes to the Promotion Naked Wines reserves the right to cancel, amend, or withdraw this promotion at any time without notice, subject to any State and Federal laws and regulations.
General Participation in this promotion constitutes agreement to be bound by these terms and conditions. These terms are governed by laws of Australia (if any) as applicable.
Naked Wines’ decision not to enforce a specific restriction does not constitute a waiver of that restriction or of the Terms and Conditions generally.
All terms and conditions of subscription to Naked Wines at nakedwines.com.au/terms apply to this promotion as applicable.
Rating and interacting
How do I rate my wines?
We love your enthusiasm. Head to My wines (or click the buttons above) and go through your latest order to rate each wine and start building your favourites list. As soon as you start, we’ll be sure to start recommending wines we think you’re going to love.
Some things are for your eyes only so we’ve added an option to write a note just for yourself. Or if you prefer, you can share your thoughts with the winemaker and fellow wine lovers by going public.
Ps. Another quick and easy place to rate your wines is in our app.
I was too busy at the time, can I go back and rate it now?
It’s never too late. You can rate your wines at any time.
I’ve changed my mind. Can I change my rating?
Of course. Just head back into My wines and update your verdict.
What happens if I didn’t like a wine?
We never let you pay for a wine you didn’t enjoy. When rating your wine, give it a thumbs down and we’ll pop a credit back on your account for you to spend on something else.
If you don't see your credit within two business days, drop us an email at chat@nakedwines.com
Do I have to rate?
We aren’t the boss of you. Rating makes your wine tailored and your life easier, but hey – if you don’t fancy it we still have plenty of recommendations up our sleeve.
Will I be able to see what others think of the wine before buying?
That’s what being part of Naked is all about - hearing from people just like you. Next to each wine you’ll see the % of people who liked the wine.
These ratings are from customers who add the bottle to their case, rather than those who buy the wine as part of a premixed case. Our pre-mixed cases are (typically) the go-to place for new customers who've never tried our wines before - and our ratings are designed to guide customers who need help building their own case.
Each vintage starts with a clean state, but you’ll be able to see how the previous vintages were enjoyed by hovering over the rating. And if you happen to see ‘Too early to tell’ on a wine, it means that under 25 Angels have rated so we’re holding off revealing the magic number until we have a fair reflection of the wine.
Will my old ratings be moved over to the new ratings?
Yes, we’ve added all your ratings to the new ratings system, so you won’t lose track of any wines you loved (or that weren’t for you).
Why am I still seeing the old hearts on my ratings?
The new ratings flow (thumbs up, heart, thumbs down) went live in late October. You might still be seeing bits of the old ratings system (‘% would buy again’ and the 5 heart ratings) until our final release is live, expected late November.
Don't like it, don't pay for it
Can I get my money back if I don't enjoy the wines?
If you don't like a wine, or it's corked or damaged, then we'll give you credit to find something else.
N.B. If you have several bottles of the same wine that you want a credit for or you would like your whole case returned, please don't open them as we'll come and collect them.
How do I organise a credit?
Call us on 1300 898 677 or email us at chat@nakedwines.com.au - and we'll get it all sorted for you.
Shop
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 1300 898 677 and ask to speak to one of our friendly customer happiness managers - who will customise a case to match YOUR taste buds.
Wine Genie
What is Wine Genie?
Our Wine Genie service is the perfect solution for busy folk who’d like someone to do their wine shopping for them.
It’s a curated service designed to make sure you have a wine rack full of wines you’re going to love, delivered when you want them - and you get credit back for any you don’t.
How does it work?
When you fill in the short Wine Genie form, we’ll ask you a few key pieces of information like:
How often you want a case of wine (every 1, 2 or 3 months)
Whether you want a mixed, all red or all white case
Roughly how much you’d like to spend per bottle
How many bottles you’d like in each case (6, 12 or 14)
We’ll send you your tailor-made case of wines at the frequency you’ve requested.
Then...
You drink them (the hard part!)
You rate them on the website or app
And we’ll send you your next case based on your feedback and preferences.
You’re covered by our hassle-free guarantee, so you just can’t lose!
Am I tied in?
Not at all. You’re free to change your choices or cancel anytime.
You can tailor Wine Genie by choosing how often you want each delivery, how much you want to pay per bottle, and whether you’d buy a wine again via our simple rating system on our website or app.
By letting us know what you think, you’ll help us make better recommendations for your next selection.
And if you decide you don’t want to make a regular commitment, you can skip or cancel Wine Genie at any time.
How much does it cost?
You can choose the price of your Wine Genie cases when you join. If any of the wines don’t knock your socks off, just tell us and we’ll pop a credit on your account.
When do I pay?
Just like all your Naked Wines orders, we’ll charge you for each case when your wines leave our warehouse.
What if I don't like the wine?
All our wines are covered by our hassle-free guarantee so you only pay for wines you love. If you don’t, just tell us and we’ll pop a credit on your account for the cost of the bottle.
Will my Angel free sample be included in my Wine Genie cases?
Yes! we’ll automatically include your monthly thank you bottle in Wine Genie orders of 12 bottles or more, when it applies.
Winemakers
How does Naked select 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.
Voucher FAQs
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 on earth 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 1300 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.
Never Miss Out
What is Never Miss Out?
Never Miss Out allows you to reserve future cases of your favorite wines every time a new vintage lands. If a wine is eligible for Never Miss Out, you can select how many bottles (from 6/12/15) and we’ll make sure you get first dibs every vintage.
Which wines are eligible for Never Miss Out?
If a wine is eligible for Never Miss Out, you’ll be able to select this service on the wine detail page. We pick the wines that customers can’t get enough off… that fly off the shelves when they land (although we can’t include all of our fast-sellers, as some winemakers only produce small quantities).
How does it work?
You select how many bottles, and we’ll do the rest. There’s nothing to pay when you pop your name on the list - you settle up when we ship you the wine. Once you’re on the list, you can manage your subscriptions here.
Am I tied in?
Not at all. You can cancel at any time here. We’ll email you two or three weeks before each case is due to let you know it’s on the way - and you can drop us a line if you no longer want it.
How much does it cost?
You’ll pay the Angel price. You can see the price of your future cases here. Please note, if the Angel price goes up or down after you’ve signed-up, you’ll pay the new price - but we’ll email you to let you know, and you can cancel if the price isn’t right!
What if I don't like the wines?
All our wines are covered by our Hassle-free guarantee policy. If you don’t like a wine, just let us know and we’ll pop a credit on your account. You can do this on your My Wines page - or you can give us a bell or drop us an email.
What happens if a winemaker stops making a wine or skips a vintage?
If a wine changes or skips a vintage, we'll reach out to you beforehand to notify you of the change. Naturally, you won't be charged if this happens, and we may suggest a replacement!
What happens if you sell too many people Never Miss Out shipments of a wine?
We have allocated a predetermined amount of stock we can take for any Never Miss Out wine — that way, we'll make sure there's still some available for on site purchases.
Will there be a delivery charge?
Your standard delivery costs apply to Never Miss Out cases.
Pre-orders
What is a pre-order?
It’s where you can pre-order (reserve) certain popular wines that are currently out of stock, or new exciting wines that will be added to our range.
Do pre-order's cost anything?
We typically ask you to put down a small deposit per pack which comes off the cost of the order once it is sent out to you.
How do I know which wines I can pre-order?
You may get an email about them if we think you’ll like them, or you can check www.nakedwines.com.au/preorders for what’s available.
How do I pay the deposit?
Just check the pre-order out in the usual way you check out an order.
When do I pay the balance?
We'll email you when your pre-ordered wine is ready to be delivered and deduct the pre order payment (plus your standard delivery charge) from your Naked account and/or registered card when it leaves the warehouse
How will I know when the wine's coming?
We'll email you when your pre-ordered wine is ready to let you know the estimated delivery date and how much balance you owe (which you'll pay when we ship you the wine).
What if I change my mind?
If you've changed your mind, you can cancel your order and we'll credit your deposit to your Naked account.
What if I don't like the wine?
Our Hassle-free Guarantee also applies to our pre-order wines, so if you don't enjoy it, or it's faulty for any reason, let us know and we’ll credit your Naked account with what you paid.
Placing an Order & Gifting Wine
By placing an order with Naked Wines you are confirming that you, or anyone you may send an order to as a gift, are 18 or older. It is illegal for us to sell alcohol to anyone under the age of 18.
Social
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.
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.