Online purchases are processed Monday-Saturday and dispatched Monday through Friday. Click & Collect orders are available for pick up Mon-Sat 10am-3pm. You will be notified by phone or email when your order is ready for pick up if you have opted for Click & Collect.

In stock items normally ship the next business day after an order is placed, except during high volume periods. You will be informed if we are not able to fulfill your order.
PLEASE ENQUIRE DIRECTLY (03 9389 7009) IF YOU NEED TO USE EXPRESS POST.

COVID-19 PROTOCOLS & CONTACTLESS DELIVERY:
To minimise the risk of spreading or contracting coronavirus, signatures will not be required for parcel delivery. FastWay Couriers will be processing all deliveries as an ATL (Authority to Leave) transaction. This means the parcel will be left in a safe place at the delivery address, and a photo will be taken of the item at the door. If the courier cannot deliver the package to a safe place, they will leave a calling card with further instructions. In this instance, the parcel will be dropped in to a local Parcel Connect outlet for collection at a convenient time, or returned to the nearest depot for redelivery.

In the case of alcohol deliveries, FastWay's Courier Franchisee will ask your customer to confirm their first and last name and will enter these details into the scanner on their behalf. No signature will be required, allowing for a contactless delivery to take place.

Fastway Couriers is our service provider of choice. We also offer the option of Australia Post, however, we have experienced a high rate of breakages and lost packages using that option.

The site will calculate the delivery charges based on the weight of product and product packaging, the weight of delivery parcel and packing material, dimensions where relevant plus the destination.

The following table is a rough guide only and actual freight costs may vary according to total weight and delivery postcode.

If you cannot find a product online, it may be for several reasons:

- the product has yet to be uploaded onto the site

- the product has been discontinued, or there is little stock available, so it has been removed

There are several reasons why you may not be satisfied with a product and may wish to return it. Below are some common examples and how the Enoteca Sileno Returns Policy would apply in each case. If your circumstances are not covered below please send us an e-mail via the Contact Us page.

For all returns and exchanges an Enoteca Sileno receipt or valid proof of purchase will be required.

The product is faulty.

Please contact us within 7 days of delivery. If it can be established that the product was sold to you defective, we will be happy to offer you a refund, a product exchange or a credit note in accordance with your statutory rights under the Australian Consumer law and relevant state legislation.

The product was incorrectly described or recommended to me by Enoteca Sileno staff.

Depending on the circumstance we may offer you a refund, a product exchange or a credit note in accordance with your statutory rights under the Australian Consumer law and relevant state legislation.

I've changed my mind about a purchase.

We ask you to make your selections carefully. Our website is designed to provide you with all the necessary information to make and informed purchase. Additionally, Enoteca Sileno retail staff is available 7 days a week (except Public Holidays) by phone and/or e-mail to provide you with advice and information. 

However, if you do change your mind about a product please contact us within 7 days of delivery and we will endeavour to find a satisfactory solution.

I have had an adverse reaction to the product.

If you react to a product, it does not necessarily mean that there is something wrong with the product itself and that Enoteca Sileno, or its suppliers are at fault, or responsible. 

Any customers with food sensitivities or allergies, on medication, or with a history of adverse reaction to unfamiliar food products, should check all ingredients. If in doubt you should seek advice from a qualified professional before purchasing a product.

I am a vegetarian and after I started using the product I realised it had animal products.

Customers with specific food restrictions whether they are religious, ideological or medical, should be careful to check all ingredients and seek advice from staff before purchasing a product. In these circumstances Enoteca Sileno cannot be held responsible.

I began consuming the product but I don't like the taste.

Flavour is subjective. What is delicious to one person may be unpalatable to another. It doesn't mean the product is faulty, or that Enoteca Sileno or the product’s manufacture is at fault.

Many of the food and wine products at Enoteca Sileno are genuine regional specialties which are artisan produced. Textures, flavours and aromas can differ significantly from similar products which are industrially produced. 

How do I return a product I purchased online?

If you live in the Melbourne Metropolitan area, the easiest way is to return it to the Retail Showroom.

If this is not possible, the item will then need to be shipped back to us. Please call the Retail Showroom on 03 9389 7009 to discuss the circumstances of the product return and to receive further advice on returning the product.