Frequently Asked Questions

The following FAQ lists the most commonly asked questions by WhiskyBox Customers and website visitors. If you have any questions that we haven’t covered please contact us and we will get back to you as soon as possible.

Updated: January 2018

Gifts

What’s in a WhiskyBox Gift?

A WhiskyBox Gift contains 40mL whisky samples. These whiskies are specially curated by our staff and made specifically for the whisky lover in your life. To learn more about the gift sets on offer, go to whiskybox.com.au/gifts.

Do you offer gift wrapping?

At this time, we do not offer options to gift-wrap your Gift order.

Can I select the whiskies in a Gift?

At this time, we do not have the ability to individually customise whiskies in single gift orders. If you are looking to place a bulk order of gifts, please contact us to discuss your requirements.

Can I order a Gift Voucher or Gift Card?

At this time, we do not offer Gift Cards or Vouchers for purchase. If you are looking to place a bulk order, please contact us to discuss your requirements.

Can I include a personalised note?

Yes! We can include a personalised gift note in the WhiskyBox at no extra charge. Simply enter your text in the Order Notes field on checkout and we’ll take care of the rest.

Can I Pick A Delayed Shipping Date For My Gift?

Yes, please use the Order Notes field upon checkout to indicate that you want a delayed shipment date. Please note that this refers to the date your package will ship out, not the specific delivery date to your recipient.

Can I order multiple gifts / place a bulk order?

Yes! Simply change the quantity of Subscriptions you require in the Cart and checkout as normal. If you are looking to place a bulk order of gifts, please contact us to discuss your requirements.

Whisky Club Membership

What is the WhiskyBox Club?

The WhiskyBox Club is a Whisky Club Membership to monthly or quarterly delivery of specially curated delicious whiskies from Scotland and around the World. By working directly with distilleries and wholesalers we are able to give our members access to exceptional whiskies from around the world at an approachable price.

Learn more about the WhiskyBox Club and join at: whiskybox.com.au/whisky-club/

What’s in a WhiskyBox?

Each WhiskyBox contains 5 x 40ml whisky samples specially curated by our staff and presented to you on a monthly or quarterly basis. We have short-listed more than 500 premium whiskies and these are featured for you to taste and learn about, 5 at a time, every month or quarter.

For a Monthly Membership, this is more than eight years of unique whiskies available for you to sample.

What is the WhiskyBox Collection?

The WhiskyBox Collection is a curated collection of whiskies that are featured exclusively to members that purchase Monthly and Quarterly WhiskyBox Susbcriptions.

How much to join the WhiskyBox Club?

Please go to the Whisky Club page for more information about the Whisky Club, benefits and pricing.

How does billing & payment work for the Club Membership?

We charge for your First WhiskyBox immediately upon checkout.

For all subsequent and future WhiskyBox Subscription Orders, payment is charged on the 5th of Every Month or Every Quarter of your Subscription. There are no fees for pausing, resuming or cancelling your Subscription.

Can I specify an end date for my Club Membership?

Yes. You can specify an end date for your Club Membership when you place your order. You can also contact us and we will arrange an end date for your Membership.

How do I manage my Club Membership?

You can manage your Club Membership by logging in to your account here. The Members Area allows you to change or update payment details, address information, and suspend, cancel or resume a Membership.

How do you source your whisky?

Our whiskies are sourced from whisky distributors and suppliers in Australia and overseas. By working directly with distilleries and wholesalers we are able to give our members access to exceptional whiskies from around the world at an approachable price.

Can I specify the whiskies I receive?

Unfortunately, we are unable to support individual customisations of whisky for the Whisky Club at this time. Part of your whisky discovery journey involves trying new and unexpected drinks. On occasion, there may be some hits and misses with whiskies not matched to your palate.

We encourage you to keep an open mind when tasting the whiskies and try them in different combinations – neat, with water, with ice, or in a cocktail – to find your palate’s sweet spot.

Ordering

How do I place an order?

Ordering your WhiskyBox is the same as any other website. Simply go to our Gifts page or Whisky Club page to learn more about our products, review pricing and place your order.

My delivery address is incorrect. How do I fix this?

Ordering your WhiskyBox is the same as any other website. Simply go to our Gifts page or Whisky Club page to learn more about our products, review pricing and place your order.

Is WhiskyBox available in my country?

You can place an order from overseas for delivery to friends and family in Australia. WhiskyBox currently only ships to Australia and cannot ship overseas.

Delivery

How long does delivery take?

We use Couriers whenever possible to ensure the fastest possible delivery of your order. Once your order has shipped, the estimated business days for standard delivery is as shown below. Note that these are estimates only and dependent on the capacity / workload of the courier company and Australia Post.

  • Capital Cities – 1 to 5 business days (Perth and Darwin allow 6+ business days)
  • Country Large Towns – 3 to 7 business days (WA and NT, allow 10 business days)
  • Regional / Country Towns – Up to 10 business days
How much does shipping cost?

Standard Delivery is FREE Australia Wide to all WhiskyBox Customers. We also offer Express Post options for an additional fee on some products. Costs for these are dependent on the delivery address and shown during Checkout.

Should I ship to my home or work address?

We recommend that you use a business address for delivery. This allows us to use our couriers for faster delivery and to ensure that the WhiskyBox can be signed and accepted by someone 18 years or older.

Who can WhiskyBox deliver to?

WhiskyBox supports the responsible service of alcohol. It is against the law to sell or supply alcohol to, or to obtain alcohol on behalf of, a person under the age of 18 years.

When placing an order, in addition to the Terms & Conditions, we ask you to confirm and agree to the following:

  • You are 18 years old or over
  • Your recipient is 18 years old or over
  • The delivery address is not in an alcohol restricted area.

If you do not confirm these specific items, your order will not be processed. Someone over 18 years with valid ID must be at the delivery location to receive the order. If requesting an Authority to Leave / Unattended Delivery, you agree that no minors that may inadvertently gain access to your delivery are present at the delivery address.

Where can WhiskyBox deliver?

WhiskyBox can deliver your order to all of Australia (including Tasmania). This includes major cities & towns as well as Country Australia. Oversease Customers can place orders for delivery to friends and family in Australia. WhiskyBox currently only ships to Australia and cannot ship overseas.

However, please note: Under Australian State and Territory Laws, delivery of alcohol to the following referenced areas is prohibited. Orders for delivery into the Restricted Areas will be cancelled and any payment made refunded in full.

Alcohol Restricted Areas:

  • Victoria – We deliver to all VIC postcodes (no restrictions)
  • New South Wales – We deliver to all NSW postcodes (no restrictions)
  • A.C.T – We deliver to all ACT postcodes (no restrictions)
  • Tasmania – We deliver to all TAS postcodes (no restrictions)
  • Queensland – We do not deliver to the following postcodes: 4605, 4713, 4816, 4825, 4830, 4871, 4873, 4874, 4876,4892, 4895. See QLD Government Notice.
  • Western Australia – We do not deliver to the following postcodes: 6330, 6429, 6430, 6431, 6432, 6435, 6436, 6437, 6438, 6440, 6442, 6470, 6642, 6638, 6642, 6646, 6670, 6710, 6713, 6714, 6716, 6718, 6720, 6721, 6722, 6725, 6726, 6728, 6733, 6740, 6743, 6751, 6753, 6754, 6758, 6760, 6765, 6770, 6781. See WA Government Notice.
  • South Australia – We do not deliver to the following postcodes: 5690, 872, 5710,5724. See SA Government Notice.
  • Northern Territory – We do not deliver to the following postcodes: 0822 to 0827, 0852, 0854 to 0859, 0862 to 0869, 0872 to 0886. See NT Government Notice.

Replacements, Returns & Refunds

What is your refund policy?

In general, you are able to request a refund for your order at any time before your order ships. In some cases, you are also able to request a return an unopened WhiskyBox parcel and request a refund.

You can request a refund by contacting us here or via Facebook or Instagram (@whiskyboxclub) and quoting your Order ID or the email address you used during checkout.

Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.

Your rights under the Australian Consumer Law
‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’

If in the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will cheerfully refund your money or exchange the product upon presentation of your proof of purchase. If the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or WhiskyBox has breached a consumer guarantee.

In all other circumstances, including change of mind, the delivery charge will be deducted from the refund to the customer. The fastest way to obtain a refund or exchange is to contact us with your order reference and our team will be able to assist you immediately.

Proof of purchase must be provided to obtain a refund/exchange and the product must be in a saleable condition. Saleable condition is defined as: Within its use by or best before date and the packaging is not damaged and in original condition.

In the event that your product must be returned, please allow 3-5 business days for your refund to be processed after the product has been received.

How do I return a WhiskyBox?

if you have changed your mind and would like to return your WhiskyBox order for a refund, this is possible. You can return an unopened WhiskyBox parcel to us at:

WhiskyBox Australia
Parcel Locker 10092 32118
Ground Floor, 111 Bourke Street
Melbourne VIC 3000

Please Note: We are unable to receive opened / partially opened parcels. Once your returned order is received, we will process a Refund for that order. Please allow 3-5 business days for your refund to be processed.

What do I do if my WhiskyBox is damaged?

We’ve designed our WhiskyBox to be sturdy and ensure we package it thoroughly to survive knocks and bangs in transit. On occasion, the WhiskyBox may still arrive in a damaged condition to you. if tihs happens, please contact us immediately and we will help send out a replacement to you as soon as possible.

To help with our insurance processes, please include as much information as possible and photos in your request.

Payments

What payment methods do you accept?

We accept American Express, Visa, and MasterCard credit and debit cards issued in Australia and Overseas. We also accept ApplePay and AliPay (via Stripe).

Is it safe to use my card online with WhiskyBox?

Yes. Your personal online security is important to us.

All payments are processed securely by Stripe, an industry-leading payment provider for eCommerce businesses. We do not store or handle your card information throughout the ordering process.

We will never ask for your card information, or any other personal information via email, social media or other means.

Support

How can I contact WhiskyBox for support?

If you have a question that’s not covered by this FAQ, you can contact us via our Contact Form, on Facebook or on Instagram (@WhiskyBoxClub). Alternatively, you can email us at info@35.189.48.241.

What if I don’t like my whisky?

Part of your whisky discovery journey involves trying new and unexpected drinks. On occasion, there may be some hits and misses with whiskies not matched to your palate.

We encourage you to keep an open mind when tasting the whiskies and try them in different combinations – neat, with water, with ice, or in a cocktail – to find your palate’s sweet spot.

However, if there is an issue with the quality of the product you receive, please get in touch with us and we will help address your specific issue  / concern.

WhiskyBox supports the Responsible Service of Alcohol and complies fully with the applicable legislation, primarily the Liquor Control Reform Act 1998 and the Liquor Control Reform Regulations 2009. **WARNING** Under the Liquor Control Reform Act 1998 it is an offence: To supply alcohol to a person under the age of 18 years (Penalty exceeds $17,000) For a person under the age of 18 years to purchase or receive liquor (Penalty exceeds $700).

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