A collection of frequently asked questions.

Visiting Us

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Shop

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Wine Club

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Wholesale

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Visiting Us

What are your cellar door hours?

These are done via appointment only, just like our tastings. Please get in touch with us today to book your cellar door experience.

Do you offer wine tastings?

Yes we do! Our cellar door is open by appointment for complimentary wine tastings. You can easily book your free tasting here. If none of the times suit you, please text Trev–the original owner of our winery – on 0418 986 289 to arrange a time.

What wines do you offer at your free tastings?

We tailor our tastings to your wine preferences and preferred varietals (although Trev always has a way of persuading you to try everything!).

Are children or pets allowed at the cellar door?

Yes. Children and pets are allowed but please inform us when making your booking. Please keep in mind that it is a working vineyard with livestock on the property so dogs will need to be on their leads at all times and children must be supervised

What’s the best time to visit?

Anytime of year is great to visit! However, the period just after vintage between May and August when the grape leaves turn shades of yellow, red and brown is truly spectacular and shouldn’t be missed!

You might also be interested in the Barossa Vintage Festival, which is typically held in April each year.

Check out our events page to plan your trip around one of our upcoming events.

Shop

Can I purchase your wines online?

Yes you can purchase all our wines online. Choose from our range of award winning red and white wines which can be shipped directly to your door step.

When will I get my order?

Most Australian customers receive their Brockenchack order within 2-3 business days. Orders dispatch quickly from our Barossa/Eden Valley warehouse with full tracking. Regional and remote areas may take a little longer (3-7+ business days).

During extreme heat, we may slightly delay dispatch to protect your wine.

What is your shipping policy?

We ship Brockenchack Wines Australia-wide with insured, trackable delivery.

Dispatch & timing

Orders usually leave our SA warehouse within 1-2 business days.
Typical delivery: 2-3 business days metro, 3-7+ regional/remote.
In extreme heat we may hold dispatch briefly to protect wine and will notify you.

Rates & methods

Shipping costs are shown at checkout based on destination.
All parcels include tracking and are insured for transit damage.

Authority to Leave (ATL)

You can request ATL at checkout. For best results (and to avoid heat exposure), choose a cool, shaded, weather-safe spot. If ATL is selected, risk of theft/heat exposure after delivery sits with the recipient.

PO Boxes & international

PO Boxes/Parcel Lockers may be supported via specific carriers; if unavailable you’ll see alternatives at checkout.
International shipping is available by arrangement – please contact us at orders@brockenchack.com.au.

Delayed or missing parcels

If your parcel is late, contact us with your order number. We’ll work with the courier to resolve or replace where appropriate.

What is your returns policy?

We want you to love every bottle. This policy balances great service for you with the realities of shipping fragile goods.

Damaged or incorrect items (on arrival)

If your order arrives broken, leaking, or incorrect, contact us within 48 hours with photos and your order number.
We’ll replace or refund promptly and handle courier claims on our end.

Wine quality concerns (faults)

If you believe a bottle is oxidised, or otherwise faulty, let us know within 24hrs of opening. Please reseal and keep the bottle where possible; we may organise collection or request photos for assessment.
Once confirmed, we’ll replace, credit, or refund the affected bottle(s).

Change of mind

Unopened, saleable bottles can be returned within 14 days.
You cover return shipping; once received and inspected, we’ll refund the product value minus original shipping (a small restocking/merchant fee may apply).

Heat exposure & ATL

To protect quality, we may hold dispatch during heat waves.
If ATL was selected and the parcel was left in a hot/sunny area, we can’t guarantee quality after delivery; please choose a cool, secure spot or opt out of ATL.
Wrong address / failed delivery
If an incorrect address is provided or delivery is refused, we can re-ship (at cost) or refund less shipping once the wine returns to us in good condition.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law.

To start a return or quality claim, email orders@brockenchack.com.au with your order number, photos, and a brief description.

I don’t live in Australia. Do you have stockists overseas?

UK: You can order our wines online directly in the UK from https://brockenchack.co.uk/. We ship anywhere in the UK within 36 hours.

New Zealand: You can order directly from https://brockenchack.nz/.

I don’t live in Australia. Do you ship internationally?

We are always happy to facilitate our loyal customers. Please be aware that extra costs will incur in order to cover insurance, import duties, taxes and shipping.

For orders to Singapore, Hong Kong and Japan, we can ship orders via Get Freighted Cellar Door.

How do I stay updated on new releases?

To stay up to date with our new releases by following us on our socials at Instagram or Facebook. You can also join our mailing list to keep up to date across our upcoming releases and wine events.

What’s the best way to store Brockenchack Wines?

Proper storage keeps your Eden Valley wines tasting their best.

Everyday storage

Temperature: Aim for 12–14°C and avoid big swings.
Light: Store in the dark; avoid sunlight/UV.
Vibration: Keep bottles still; no fridges that cycle/vibrate often.
Humidity: Around 60–70% helps corks stay healthy.

Bottle position

Cork-sealed wines: Store on their side so the cork stays moist.
Screw-cap wines: Can be stored upright or on their side.

After opening

Reseal and refrigerate.
- Reds: 3–5 days (bring to serving temp before pouring).
- Whites/Rosé/Sparkling: 2–4 days (use a sparkling stopper for fizz).

Cellaring

Many Brockenchack wines reward cellaring. Check individual product pages for suggested drinking windows or ask us for personalised guidance.

Events

Can I host a private event at Brockenchack (e.g. a wedding)?

We offer weddings, private functions and dinners in our very own barrel room! Please get in touch with our friendly team and we can answer all of your questions.

How do I stay updated on your events?

We offer some public events, however most of our events that we host on our site are exclusive invite-only wine events for our members. You can check out our upcoming events here. If you’d like to become a member of our wine club, you can find out more here.

Wine Club

Do you have a wine club or membership program?

Yes we do! Our wine club has two levels – Brother/Sister or Cousins, which offer different benefits and discounts. To find out more about our Wine Club, click here.

How do I access the Account and Membership Dashboards, and what’s the difference from the Membership Dashboard?

To access your Account Dashboard, click the profile icon at the top right once you’re logged in. This is where you can update your payment details, change your address, and view your order history.

To access your Membership Dashboard, use the Membership Login link at the bottom of the website. This is where you’ll go to get access to member-only events, check your membership discount entitlements, and see special member promotions.

If you accidentally end up in the wrong place, just head back to the homepage and click the right link to get back on track.

What’s in the Brother or Cousin Pack?

The Brother Pack includes 6 bottles of Jack Harrison and 3 bottles of William Frederick.
The Cousin Pack includes 6 bottles of Jack Harrison.

I was charged shipping but I’m a member.

If you qualify for free shipping, it should apply at the cart automatically. If you believe you have been charged in error, please contact the Brockenchack team via orders@brockenchack.com.au, or 07 5458 7700, so we can look into it for you, and reverse anything charged in error.

I was charged by mistake what should I do?

No worries! Just email us at orders@brockenchack.com.au, or call 07 5458 7700, with your order number and a quick note about what happened.
Our team will take a look and sort it out for you.

Can I create a different subscription to my membership pack?

Your Pack is what gives you access to the Wine Club, on your chosen level (Brother/Sister or Cousin). Your pack is subscription based and will automatically renew on your preferred schedule.

You can create a custom subscription in addition to your pack, also on your preferred schedule. You can choose from a 6 bottle subscription or a 12 bottle subscription.

The 6 and 12 bottle subscription options are also available for non-members, at normal retail prices.

I don’t want my membership to start right away. Can I delay it?

This is possible if you are setting up a quarterly or six-monthly subscription for your membership pack because payment doesn’t process until the 1st of the following month. Annual subscriptions take payment at the checkout and start immediately.

For a quarterly or six-monthly option, just complete the setup and checkout process first. Then email orders@brockenchack.com.au, or call 07 5458 7700 to request a later start date.

If you want to start an annual subscription, but delay the start date, please call our team and provide your debit or credit cart details so we can set this up in our system manually.

Can I change my card or delivery address later?

Yes, you can. Just head to your Account Dashboard by clicking the profile icon in the top-right corner after logging in.
From there, you can update your payment details, change your delivery address, and view your recent orders.

I'm having trouble setting up my membership, what do I do?

If you’re still having trouble, just email us at orders@brockenchack.com.au or call us on 07 5458 7700 and we’ll help you out. You will need to provide your payment details so that we can set you up from the dashboard.

Wine Subscriptions

Do you have a wine subscription option?

Yes we do! We have two options – 6 bottles or 12 bottles. Both of these are available on your preferred schedule of monthly, quarterly (every three months), or semi-annually (every six months).

How do I access the Account Dashboard?

I can’t check out my subscription and it keeps blocking me.

You’ll need to choose exactly 6 bottles for a 6-bottle allocation, or 12 bottles for a 12-bottle allocation. If the number doesn’t match, the system won’t let you check out, so just make sure your total is spot on before proceeding.

I don’t want my subscription to start right away. Can I delay it?

Your subscription will start on the first of the following month after sign up. To request a later start date, just complete the setup and checkout process first. Then email orders@brockenchack.com.au, or call 07 5458 7700 with your preferred start date.

Can I change my card or delivery address later?

I'm having trouble setting up my subscription, what do I do?

Wholesale

What states do you sell in?

We proudly distribute our wines across all Australian states and territories. If you’re unsure whether we deliver to your area, feel free to contact us.

Who do I contact regarding wholesale pricing?

For wholesale pricing and inquiries, please reach out to our sales team at orders@brockenchack.com.au or contact our head of sales Darren at darren@brockenchack.com.au. We’ll be happy to discuss pricing, volume discounts, and delivery details.

What countries do you export to?

We currently export to several international markets, including the United States, United Kingdom, Malaysia, New Zealand, Hong Kong, and select European countries. If you’re interested in importing Brockenchack Wines to your country, contact our export team at mack@brockenchack.com.au.

How do I become a wholesale customer?

Becoming a Brockenchack Wines wholesale partner is simple! Reach out to us via orders@brockenchack.com.au or 07 5458 7700 to discuss your needs. We’ll guide you through the setup process, including account creation, credit terms (if applicable), and your first order.

Do you offer rebates or volume discounts?

Yes! We offer competitive volume discounts and rebates based on order size and frequency. Please contact our sales team for more information on how to qualify.

What is the minimum order quantity (MOQ) for wholesale?

Minimum order: 6 bottles (1 carton).

Free shipping: 36 bottles (6 cartons) and above, Australia-wide.

Mixed cartons are welcome (subject to availability). For trade pricing and lead times, please get in touch with our wholesale team at darren@brockenchack.com.au.

Can you provide custom labeling and bottling for other businesses?

Absolutely. With our in-house bottling plant, we offer custom labeling and bottling services for B2B and B2C clients. Minimum order quantities and setup fees apply — contact us to discuss your project.

How long does it take to fulfill a wholesale order?

We aim to process and dispatch wholesale orders within 5-7 business days. For custom labeling or large volume orders, lead times may vary — we’ll confirm timeframes upon order placement.

Do you offer exclusive distribution partnerships?

We’re open to discussing exclusive distribution agreements in select regions or international markets. If you’re interested in becoming a key Brockenchack partner, reach out to our leadership team to explore opportunities.

Can you provide marketing support for wholesalers?

Yes! We’re committed to supporting our wholesale partners. We offer promotional materials, digital assets, and staff training to help you sell Brockenchack Wines effectively.

What payment terms do you offer?

Our standard payment terms are 30 days from invoice date for approved wholesale customers. First-time orders may require prepayment.

What happens if there’s an issue with my order?

If you encounter any issues with your order — whether it’s a delivery problem, damaged stock, or incorrect items — contact us immediately at orders@brockenchack.com.au or 07 5458 7700 and we’ll resolve it promptly.

Do you offer sample packs for potential wholesale customers?

Yes! We can arrange sample packs for serious wholesale inquiries. Contact our team to discuss which wines best suit your business.