WINE HIVE FAQ's

How do I manage my own Wine Hive subscription?

If you sign up to a Wine Hive subscription via the paper form, our Cellar Door team will create your account and you will receive a welcome email. This email will contain your new account details.  Follow the instructions to log in with the email address you gave on the form, and click Forget Password to secure your account.

If you sign up directly via the website, please follow the on-screen instructions to create your online account and manage your subscription.

This is your own personal, secure subscription account.  Make your future selections, change delivery address and any payment details from this portal.  If you have any issues after reading the FAQ's email winehive@jilyara.com.au 

When will my subscription wines be sent?

Your first subscription will be processed and the wine will be despatched the next working day.  After that, the wines are in the hands of the Australia Post.  Please allow a minimum of 14 business days for delivery.

For subsequent subscriptions, you will receive a notification email seven days prior to the six monthly anniversary of your last order. 

Please then log into your account and check your payment and delivery details are correct. 

We do not want you to be disappointed nor can we accept responsibility when your wines do not arrive promptly or they go to the wrong address.

Why can I not Checkout? it is asking me for another option.

You must purchase a minimum six bottles or the value must be over $150.

What happens if my Credit Card is expiring?

You will receive an email 14 days before the expiration.  If this coincides with your next delivery, you will have 7 days to enter the new details before the next subscription is created.

If your card fails to process 8 times, the delivery will be skipped and you will be notified six months later.

What happens if there is insufficient funds on the payment card?

If your card fails to process 8 times, the delivery will be skipped and you will be notified six months later.  If you add funds to the card within the 8 times of trying, it will charge the subscription in the following 24 hour period.

If you are having difficulties, please contact us at winehive@jilyara.com.au to discuss.

Are my credit card details secure?

The subscription app uses Stripe Payment Gateway via Shopify Payments which is PCI compliant.  Our Wine Hive team have no access to your payment details.

Can I skip a scheduled delivery?

Yes, we offer this flexibility once you have received two Wine Hive deliveries. 

You will receive a reminder notification a week before your subscription processes. This would be a reminder to log onto your account and skip the delivery. 

The system will send a notification seven days before the next six month delivery, (after the skipped order), that the next subscription is due.

Can I change my choice of wines between subscription orders?

Yes, log into your account via the website, view & edit your choices.  Please remember subscriptions are multiples of six or a Wine Hive Favourite set case.  Whatever you choose will be sent the following six months unless you log on and change your choices again.

Can I cancel my membership?

We understand that sometimes you need to make a change.  After two deliveries or twelve bottle purchase, you are free to cancel. 

Please let us know why you are cancelling so we may continue to improve our Wine Hive offering.  You can rejoin anytime if you miss us too much.