Every wine that leaves our care is packed with attention. On the rare occasion that a delivery does not arrive as it should, our team is ready to help — and a few small steps on your side can make resolution swift.
If your wines have not arrived
If your delivery has not arrived within the expected timeframe, please:
- Check the tracking in your account under Orders › Track an Order.
- Look around the delivery point — wines are sometimes placed in a safer location near the door.
- Speak with anyone else at the address, in case they accepted the delivery on your behalf.
- Check with neighbours, particularly in apartment buildings and shared driveways.
If, after these checks, the delivery still appears missing, please speak with our Customer Experience team on 1300 946 347 or via service@langtons.com.au. We will work with the carrier to locate the parcel.
If the packaging or wines appear damaged
If the outer carton arrives visibly damaged, or if any wine inside the carton appears compromised, please:
- Photograph the outer carton before opening, where possible — both the damage and any carrier labels.
- Open carefully, with the carton upright over a sink or tray, in case of seepage.
- Photograph each bottle of concern — including any breakage, seepage, label damage or low fill.
- Retain the packaging and bottles until your claim has been reviewed.
- Speak with us promptly — within 48 hours of delivery is ideal.
The clearer the photographs, the faster we can act.
If you purchased the Delivery Guarantee
If the Delivery Guarantee was purchased at the time of your order, eligible loss or damage may be addressed by replacement, where available, or refund. For what is and is not covered, see The LANGTONS Delivery Guarantee.
If you did not purchase the Delivery Guarantee
Where the Delivery Guarantee was not purchased, risk passes to you on dispatch. Please still speak with us — we will work with the carrier where the issue appears to be a delivery error, and we will always consider each circumstance on its merits.
What happens next
Once we have the relevant information, we will:
- review the matter promptly
- liaise with the carrier where appropriate
- confirm the outcome with you in writing
- arrange replacement, refund or another suitable remedy where this applies
Most matters are resolved within a few business days, though more complex claims may take a little longer.
Worth knowing
The sooner we hear from you, the more we can do. Where photographs of the carton can be taken before it is opened, please do so — they often make the difference in a carrier claim.