Frequently asked questions

Got a question about Qantas Wine? Our Frequently Asked Questions are the best place to start. See the menu on the left to easily find your question topic.

My Account

How do I log in to Qantas Wine?

Simply go to wine.qantas.com and click on the login button at the top of the page. You can login using your Qantas Frequent Flyer membership number, last name and PIN.

How can I update my Qantas Wine account details?

Log in to qantasepiqure.com.au with your Qantas Frequent Flyer membership number and PIN. Simply click on ‘My account’ to manage your payment details and delivery addresses. Any updates will be made in your Qantas Wine account.

To update any other personal information, you can update them on the Qantas Frequent Flyer website. Simply login here to access your account.

I've forgotten my membership number or PIN - what do I do?

If you have forgotten your Qantas Frequent Flyer PIN, you can use our online Forgotten PIN service to obtain a new PIN. If you have forgotten your membership number, please contact the Qantas Frequent Flyer Service Centre.

How can I stop receiving Qantas Wine communications?

We hope you enjoy hearing from us about news and special offers. However if you would like to stop receiving these communications, you can manage your Qantas Frequent Flyer subscription by login in your Qantas Frequent Flyer account.

Premium membership

Do I need to be a Qantas Frequent Flyer member to join Qantas Wine?

Yes. The Qantas Wine Premium Membership is only available to Qantas Frequent Flyers. If you are not already a member of the Qantas Frequent Flyer program join now. Terms and conditions apply and a joining fee may apply.

What are the Qantas Wine Premium member benefits?

For the duration of their membership, Qantas Wine Premium Members will enjoy:

FREE DELIVERY ON ALL ORDERS WITHIN AUSTRALIA~
3 Qantas Points* per dollar spent on every purchase

How long is Qantas Wine Premium Membership valid for?

Qantas Wine Premium Membership is valid for 12 months.

If I decide to cancel my Qantas Wine Premium membership, can I get a refund of the joining fee?

If you notify Qantas within 14 days of joining that you no longer wish to be an Qantas Wine Premium member, we will cancel your Premium membership and refund any joining fees paid, provided you return the joining gift to us in its original packaging and unopened. After that time, there is no refund of Premium membership fees if you decide to cancel your Premium membership. If you want to cancel your Premium membership, call our Qantas Wine Advisors for assistance on 1800 505 004 between 8am - 7pm Monday to Saturday (AEST/AEDT). Full details can be found in the Qantas Wine terms & conditions.

How do I renew my Qantas Wine Premium membership?

Qantas Wine Premium Membership is valid for 12 months. We will send you a reminder email when your premium membership is due to expire.

Wine Subscriptions

What is a Qantas Wine Subscription?

A subscription to receive a case of wine from the available Wine Subscription options delivered every 3 months to your nominated delivery address. Each quarter you will receive a different selection of wine fitting the profile of your subscription. A Wine Subscription offers special pricing on premium wines.

What is the difference between the Qantas Wine Club and a Wine Subscription?

There is no difference - we use the terms interchangeably.

How can I pay for a Wine Subscription?

You can purchase a Wine Subscription by credit card or by using points. After that, all payments will be automatically debited from your nominated default credit card or points deducted from your Frequent Flyer account prior to each delivery being shipped.

Will I earn Qantas Points if I purchase a Wine Subscription?

Yes, you will receive Qantas Points on every payment that is processed for your Wine Subscription. Because you will receive Premium Membership with your Wine Subscription, you will earn 3 points per dollar for your Wine Subscription payments from your first order, in addition to any extra or bonus points advertised at the time each payment is processed.

When will my payments for a Wine Subscription be processed?

Qantas Wine processes the payments for Wine Subscriptions every 3 months at the beginning of each cycle (billing and fulfilment dates for seasonal packs: 1 Feb, 1 May, 1 August, 1 November). Your first payment will be processed at subscription, and subsequent payments will be processed automatically 24 hours prior to dispatching that case to you.

When will my Wine Subscription cases be delivered?

Based on the Wine Subscription cycle (Feb, 1 May, 1 August, 1 November), each Wine Subscription case will be shipped within 48 hours of your payment being processed for that case. Delivery times are subject to our normal delivery terms which can be found here https://wine.qantas.com/delivery

Can I change the frequency that my Wine Subscription cases are delivered?

Qantas Wine currently only offers seasonal Wine Subscriptions that are timed to be delivered during each season of the year (i.e. every 3 months: Winter, Spring, Summer, Autumn).

What if my delivery address or credit card details change?

Your quarterly shipments will be posted to the default address that is saved in your Qantas Wine My Account section at the time of processing your payment. Make sure you keep this information up to date so that you do not miss any deliveries. Any updates you make to your Qantas Frequent Flyer Your Account section will not automatically be applied to your Qantas Wine My Account details you must change these manually. The default credit card saved in your My Account section will also be the relevant card from which payments will be processed. Make sure you keep this information up to date so that your preferred credit card is debited, and so that your Wine Subscription is not suspended (in the event a periodic payment is unsuccessful).

How can I pause or cancel my Wine Subscription?

You can pause or cancel your Wine Subscription as you wish, provided you do so before we ship your next order e.g before 27th January, 27th April, 27th July or 27 October.

To pause or cancel your Wine Subscription, you need to speak to a Customer Care representative on 1800 505 004 FREE from 8am to 7pm Monday to Saturday (AEST/AEDT).

Pausing your Wine Subscription allows you to skip deliveries. No payments will be debited from your nominated credit card for as long as your Wine Subscription is paused. When you are ready to reactivate your Wine Subscription, you need to speak to a Customer Care representative on 1800 505 004 FREE from 8am to 7pm Monday to Saturday (AEST/AEDT).

Your first payment and delivery following reactivation will be processed as if it were the first time you subscribed.

Cancelling your Wine Subscription cancels your ongoing subscription, but will not cancel a Wine Subscription case from being delivered if we have already processed the shipment of this case in accordance with your Wine Subscription.

What does a suspended Wine Subscription mean?

This means that we were unsuccessful in debiting the relevant payment for your Wine Subscription order from your credit card. Please give our Customer Care team a call on 1800 505 004 FREE from 8am to 7pm Monday to Saturday (AEST/AEDT), and they can update your credit card details for your Wine Subscription and process the payment again.

Update on ***delicious*. x Qantas Wine partnership and wine subscriptions**

Our partnership has come to an end and all delicious. subscription customers will be contacted over the next few weeks. If you have any questions regarding your membership, please call our Qantas Wine Advisors for assistance on 1800 505 004 between 8am-7pm Monday to Saturday (AEST/AEDT).

Orders & Payments

How long are wines at sale prices?

Wines are usually on sale for around one month. However, this is subject to change without notice, and they remain at sale prices at the discretion of Qantas epiQure. Products are available for sale while stocks last.

Who can purchase through Qantas Wine?

Qantas Frequent Flyer members who are 18 years of age and over and have an Australian delivery address can purchase products on Qantas Wine.

Do I earn Qantas Points when I buy from Qantas Wine?

Yes! As a Qantas Frequent Flyer member, you'll earn 1 Qantas Point^ for every dollar you spend on wine, or event tickets.

As a Qantas Wine Premium Member, you'll earn 3 Qantas Points^ for every dollar you spend on wine, or event tickets.

In addition, Qantas Wine regularly offers promotions with up to 10,000 bonus Qantas Points on cases of wine. To view these offers visit our Bonus Points page.

^ You must be a member of the Qantas Frequent Flyer program to earn and redeem points. Membership and points are subject to the terms and conditions of the Qantas Frequent Flyer program.

~ Points are earned in accordance with and subject to the terms & conditions of Qantas Wine.

What are my payment options?

All wine, and event ticket purchases can be made using Visa, MasterCard, American Express or by redeeming your Qantas Points (if you have enough Qantas Points in your Qantas Frequent Flyer account)^.

^ You must be a member of the Qantas Frequent Flyer program to earn and redeem points. Membership and points are subject to the terms and conditions of the Qantas Frequent Flyer program.

How can I track my order?

Delivery & returns

How long after I place my wine order can I expect it to be delivered?

See below for the estimated delivery fee and time based on your location:

Metro Sydney, Melbourne, Adelaide and Brisbane: 2-5 business days ($7)
Metro Perth, Hobart: 5-10 business days ($7)
Regional Areas: 5-10 business days ($12)
Country: 5-10 business days ($12)

What happens if I'm not at home when my wine is delivered? Can it be left somewhere for me?

Yes. You can select the ‘Authority To Leave’ option in the online checkout, and choose the delivery instructions from the drop-down list. If you do not give ‘Authority To Leave’, a delivery card will be left at the delivery address, and the wine will be delivered to the nearest Post Office or collection point.

What if my wine gets lost or arrives damaged?

Please contact our Qantas Wine Advisors on 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT.

Can I pay extra for an express delivery?

Unfortunately it isn’t possible right now to have wine delivered outside of our usual delivery times.

Click and collect

What is click and collect?

Not currently available Qantas Wine has integrated with ParcelPoint to offer a Click & Collect service so you can select to have your items delivered to a local ParcelPoint store such as a supermarket or newsagent and then collect it when it suits you. It’s safe, secure and convenient, and there are over 1,500 collection points available all over Australia.

How does click and collect work?

Not currently available
Browse on and add the items you wish to buy to your shopping cart. During the step 1 (Delivery details) of your checkout, select ‘Click & Collect’ as the delivery method.
To Select a collection point, enter your postcode and select a ParcelPoint store that suits you.
Once you have completed your purchase, you will receive an email order confirmation instantly, followed by an email dispatch notification when your package leaves our warehouse.
You’ll be sent an email/SMS message from ParcelPoint to let you know your package is ready for collection. You have 14 days to collect your package from the day it is delivered at the collection point.
Simply collect your package at your selected collection point. Make sure you bring your photo ID. If you would like someone else to collect your package, please contact our Qantas Wwine Advisors for assistance by phoning 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT.

Is there a parcelpoint store in my area?

Not currently available ParcelPoint Click & Collect is available at more than 1,500 trusted ParcelPoint stores across Australia. There are options in all major metro areas and some regional areas. New stores are being added all the time, and the ParcelPoint store finder presented at checkout is always up-to-date.

What types of stores are parcelpoint collection points?

Not currently available The ParcelPoint network is made up of a variety of business including pharmacies, storage facilities, convenience stores, newsagents, petrol stations and video stores. ParcelPoint stores are open weekends and after hours – some are even open 24 hours.

What can i get delivered using click & collect?

Not currently available Click & Collect is available on our entire product catalogue with the exception of Wine Plans and event e-tickets.

How do i know when my package has arrived?

Not currently available You will receive an email notification from ParcelPoint when your package has arrived. You will also receive an SMS notification if you added your mobile number during the checkout.

Packages can also be tracked by visiting www.parcelpoint.com.au/track and entering your Qantas epiQure tracking number found in order history in ‘My Account’ section, just login with you Frequent Flyer number and password on wine.qantas.com/login-my-account.

When can i collect my package?

Not currently available ParcelPoint store opening hours are displayed when you browse the store options during checkout.

You can also view opening hours at www.parcelpoint.com.au/find-a-store

When you receive the notification to collect your package, the email/SMS also includes opening hours for your selected ParcelPoint store.

What do i need to bring when i collect my package?

Not currently available Collecting your package is quick and easy. Just bring photo ID (driver’s license or passport) and your Qantas epiQure tracking number. Your tracking number is in the email/SMS notification you receive from ParcelPoint.

How long will my package be kept at the store?

Not currently available For Qantas Wine orders, ParcelPoint will hold your package for up to 14 days in total. If you do not collect within 14 days your order will be returned to Qantas Wine.

Can someone else collect my package for me?

Not currently available Yes, if you would like someone else to collect your package, please contact our Qantas Wine Advisors for assistance by phoning 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT. You will need to provide our Qantas Wine Advisors with the full name of the person collecting the package for you. The other person will need to bring their photo ID (driver’s license or passport) and your tracking number to the ParcelPoint store.

How much does it cost to use click and collect delivery method?

Not currently available Click & Collect is available on orders containing wine products only, including spirits and some accessories for a flat fee of $5.00 if your total order is less than $300. If you order is $300 or over, the $5 fee will be waived at checkout. If you are a Qantas epiQure Premium member the Click and Collect delivery service is completely free of charge regardless of the value of the order. Find out more about becoming a Premium member >

What happens if my package is lost or damage at the store?

Not currently available All packages are stored securely and the ParcelPoint store will check your photo ID when you collect your package. In the unlikely event that at package is lost or damaged at the store, please contact ParcelPoint customer service at support@parcelpoint.com.au or 1300 025 639.

Customer care

How can I give feedback about a wine purchase, event or Qantas Wine content?

We welcome your feedback. Please email us at qantaswine@qantasloyalty.com or call our Qantas Wine Advisors on 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT

I am a journalist. Who can I contact for more information about Qantas Wine?

Please contact the Head of Qantas Wine directly at darren.zeidler@qantasloyalty.com.

I'm having problems with the Qantas Wine website when ordering. Who can I contact?

Please contact the Qantas Wine Advisors on 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT.

Can I order wines via the Qantas Wine Advisors?

Yes! We'd love to help you with your order. Please contact the Qantas Wine Advisors on 1800 505 004 between 8am and 7pm Monday to Saturday AEST/AEDT.

Managing browser notification settings

How do I unsubscribe or opt-out from browser notification messages from the Qantas Wine Website?

The steps required to opt-out from browser notifications will vary depending on the type of browser you are using (Chrome or Firefox) and the type of device you are using (web browser or mobile browser).

How do I unsubscribe from Chrome Push Notifications on a web browser?:

Open a new Chrome browser tab and type chrome://settings/content
Scroll down and click on the ‘Notifications’ section under the ‘Permissions’ header. This section will list all the URLs from where you have either subscribed or unsubscribed to notifications. You can click on the URL of the site you want to unsubscribe, or select options to allow, block or edit permissions from the drop down.
To unsubscribe from notifications from Qantas Wine through Chrome, find the URL wine.qantas.com and change permissions to ‘block’ or ‘remove’.
Once you’ve done this you will be immediately unsubscribed from Qantas Wine push notifications when using a Chrome browser.

How do I unsubscribe from Chrome Push Notifications on mobile (Android)?:

Open Chrome on your Android device and go to the ‘Menu’ by clicking on the Menu icon in the top right of the page.
Now go to the ‘Settings’ page by clicking on ‘Settings’ from the Menu.
Then go to ‘Site Settings’ by clicking on ‘Site Setting’ on the Settings page.
Go to the ‘Notifications’ tab and you will see all the websites whom you have permitted to send you notifications. To unsubscribe from notifications from Qantas Wine select the URL wine.qantas.com.
Click on ‘Clear and Reset’. Once done’, a pop up will confirm if you want to reset the permissions.
Click on ‘Clear and Reset’ in this pop up and you will no longer receive notifications from this website.

How do I unsubscribe from Firefox Push Notifications on Web?:

Go to the Firefox menu in the top right corner of the browser and select ‘Options’.
Select the ‘Privacy and Security’ panel on the left hand side and scroll down to the ‘Notifications’ section under the ‘Permissions’ header.
Click on the ‘Settings’ button under Notifications.
To unsubscribe from notifications from Qantas Wine select the URL wine.qantas.com.
Click ‘Remove Website’. Once done click ‘Save Changes’.
You’ll now be unsubscribed from the website you’ve selected and won’t receive the Firefox push notification from this site.

Couldn’t find an answer to your question?

Call 1800 505 004 to speak to a friendly agent now.

Or get in touch with us via the Contact Us page.

Important information

* Promoter: Qantas Airways Limited. Promotion Period: 12.01am (AEDT) 14 October 2022 to 11:59pm (AEDT) 8 January 2023. Eligible Entrants: Australian resident Qantas Frequent Flyer members (excluding NT), aged 21 years or older. Entry: must purchase any Vranken - Pommery or Heidsieck & Co Monopole product from qantas.com/wine. Multiple entries permitted. Draw: 2.00pm (AEDT) on 24 January 2023 at MDSA, Level 17, 40 Mount Street, North Sydney NSW 2060. Prize: A trip to France for the winner and one (1) guest valued at a maximum AU$21,600. Winner notification: By phone and email within 2 business days of the draw and their name will be published on wine.qantas.com/win on 31 January 2023 for 28 days and the Major Prize winner will be announced in The Australian newspaper on 31 January 2023. View full terms and conditions at wine.qantas.com/terms-and-conditions-competitions. Licence No. T20/1184 Liquor Act 2007: It is an offence to sell or supply to or to obtain liquor on behalf of a person under the age of 18 years. Licence Number: LIQP770016736. Authorised under NSW NTP/04879 & ACT TP22/01722

>>^Offer ends 11.59pm (AEDT) 15 January 2023 unless sold out prior. Qantas may withdraw or extend these offers at any time.

^Offer ends 11.59pm (AEDT) 3 January 2023 unless sold out prior. Qantas may withdraw or extend these offers at any time. Qantas Wine orders are shipped with Australia Post from the East Coast metro. To find their cut-off dates, visit our FAQs. For the best chance to receive your order before Christmas and avoid disappointment, we highly recommend placing your order before 12 December 2022 for East Coast Metro. Due to rail disruptions, we recommend that regional and WA orders are placed before 3 December 2022.

#Bonus points available on selected cases only. The selected cases can change at any time and can be found here.

+ Qantas Frequent Flyer members who are not Qantas Wine Premium members will earn 1 Qantas Point per dollar spent and Qantas Wine Premium members will earn 3 Qantas Points per dollar spent on Eligible Products and Services purchased through qantas.com/wine. Qantas Points can be earned on cash only purchases and the cash component of Points Plus Pay purchases on eligible products. The earning and redemption of Qantas Points are subject to the Qantas Frequent Flyer Terms and Conditions. Allow up to 6 weeks for Qantas Points to appear in your Qantas Frequent Flyer account.

''Available for delivery within Australia only, subject to availability.

**Money-Back Guarantee, Qantas Frequent Flyer members have 90 days from the date of purchase to contact us to arrange the return of the product. If you return a case, you must return it with no more than two bottles opened to be eligible for a refund. Refunds will be for the product price only (not including any delivery charges) and will be processed within 14 days of successful lodgement.

^^Qantas Business Rewards members that have provided an individual Qantas Frequent Flyer number in their Qantas Business Rewards account before making a purchase will earn 2 Qantas Points per dollar spent for the business. The business’ name and individual Qantas Frequent Flyer number linked with the Qantas Business Rewards account must be added at checkout in order to earn points for the business. Qantas Points for the business are earned in addition to the points earned by the individual Qantas Frequent Flyer. Retrospective claims cannot be made.The additional points will be credited to the Qantas Business Rewards account within 30 days of purchase. For more information visit Qantas Business Rewards.

††Points Club members will receive complimentary Qantas Wine Premium membership for the duration of their Points Club membership. Points Club Plus members will receive complimentary Qantas Wine Premium membership, plus an additional 10% discount on marked prices at Qantas Wine on all products, excluding Penfolds, for the duration of their Points Club Plus membership. 10% discount will be applied at checkout and cannot be used in conjunction with any other promotional offer or voucher code, except for the Points Club Plus birthday vouchers. To activate the complimentary Qantas Wine Premium membership, Points Club and Points Club Plus members will need to log into qantas.com/wine and the Qantas Wine Premium membership will automatically be added to their cart and benefits will be applied. For more information on Points Club visit qantas.com/pointsclub

All wine brands in the Sustainable Sips program hold Sustainable Winegrowing Australia Certification. Certified wineries have been independently audited against the Australian wine industry sustainability standard. While this means that practices within the winery meet the industry sustainability standard, there is no guarantee that all grapes used to make the wine have been sourced from a certified sustainable vineyard.

Liquor Act 2007: It is an offence to sell or supply to or to obtain liquor on behalf of a person under the age of 18 years.

Licence Number: LIQP770016736

We acknowledge the Aboriginal and Torres Strait Islander Traditional Custodians of the land on which we work, live and fly. We pay respect to Elders past, present and emerging.