Frequently Asked Questions

FAQs - BFA Online Store

Shipping:

How do I track my order?
When you have placed your order, you will receive an email from Toll IPEC with with your order tracking number. By clicking on the link within the email you will be directed to Toll’s online tracking system: https://online.toll.com.au/trackandtrace/

You can also check your order status online. Ensure you are logged into your account on brownforman.com.au and select Orders in the top right-hand corner. You will be taken to a full list of your orders both past and present. If you have any immediate concerns with your order, please contact the Customer Service Team on 1300 865 54 (7:00am until 10:00pm Monday to Friday. 7:00am until 5:00pm Saturday and Sunday) or use the online Contact Us from here.

How can I update my shipping address?
You can update your address details by first logging into your account and then selecting ‘Address book’ from the menu in the top right-hand corner. You will then be taken to your personal address book list where you can store and edit multiple addresses for both billing and shipping.

What do you charge for shipping?
Postage costs are calculated based on the weight of your order. Please see our delivery policy here for information across shipping.

How long will it take for my product to arrive?
Depending on our location, we aim to have your order with you in 2-5 days (standard delivery) or 1-2 days (Express delivery). Regional locations may vary - please see our delivery policy document for more detail here.

How do you deliver to multiple locations?
Unfortunately, we can only service one location per order at this time. If you need to send to multiple locations, please place separate orders ensuring you select the correct delivery address.

What happens if I’m not home at time of delivery?
If you are not at home the first time we attempt to deliver your parcel, you will receive an email notification. Delivery will be attempted again but if it is still unsuccessful, your parcel will be taken to the nearest collection point and you will be left a ‘Sorry we missed you’ card.

NOTE: To avoid this as much as possible, please ensure you have completed your mobile telephone number on your account details.

Do you ensure the product is delivered to someone over the age of 18?
The responsible sale, marketing, consumption and use of our products is extremely important to us. As such, we have implemented the following process:

a) Delivery must be signed for by a person who is aged 18 years of age or over. Our couriers may ask for proof of age from the person who receives your order, so please ensure that the person who will receive the delivery has an acceptable form of photo identification which clearly states their date of birth.  Acceptable forms of identification include a passport, driver's licence or proof of age card.

b) We reserve the right not to deliver your order if we or our courier are not satisfied that the person receiving the order is aged 18 or over. If this happens, we will contact you to verify your age and to re-arrange delivery for a time when it can be received by someone aged 18 or over.  You will be responsible for meeting the costs of redelivery.  We may also not deliver your order if we have reason to believe that the products are intended for use or consumption by someone under the age of 18, or have any other reason to believe that the product will not be used or consumed responsibly.  

c) If we are unable to complete your order because of one of the reasons set out in above, we will cancel your order and refund you the cost of the products, less any delivery costs or other costs we might have incurred in transporting or storing the products.  

Why don’t you deliver to my area?
We will only deliver to addresses and collection points in Australia. Alongside this, there are certain postcodes where we are not permitted by law to ship alcohol products. The areas affected by this law are as follows:

QLD:

4605, 4713, 4816, 4825, 4830, 4871, 4876, 4895

WA:

6798, 6799, 6770, 6765, 6718, 6723, 6725, 6726, 6728, 6731, 6733, 6740, 6743, 6753, 6761, 6765, 6770

NT:

6798, 6799, 6770, 6765, 6718, 6723, 6726, 6728, 6731, 6733, 6740, 6743, 6753, 6761, 6765, 6770

 

Click & Collect:

How can I find my closest click and collect delivery point?
You can search for your nearest Click and Collect deliver point when you are choosing your delivery method. If your parcel gets taken to your nearest collection point, the location will be detailed on the ‘Sorry we missed you’ card. If this information is not detailed on the card, you will be advised to contact the Toll Contact Centre (1300 865 54) to arrange a preferred location for collection. Your parcel will be ready for collection by midday the following day.

My product is not at the location I selected. What do I do?
Please contact TOLL’s Customer Service Team at 1300 865 54 (7:00am until 10:00pm Monday to Friday. 7:00am until 5:00pm Saturday and Sunday) or complete the online Contact Us form here. Please note our Customer Service Team’s trading hours before calling as the hours may vary depending on the day of the week and time of the year.


Communication:

How can I sign up for the Brown-Forman Newsletter?
We’d love to sign you up! If you have opened an account with us you will have already been given the opportunity to receive these emails. If you would rather continue as a guest, you can receive our newsletter by signing up on our homepage here.

How do I contact Customer Service?
Please utilise our Contact Us form to ensure your query reaches the correct department. You can access the form here.

If you have any questions regarding the Website or these Terms of Use, please contact us by e-mail at [email protected], by postal mail at: Locked 5011, Strawberry Hills NSW 2012, AUSTRALIA, Attention: Privacy Officer or by telephone at [+800 753 4567].

Please note: E-mail communications will not necessarily be secure; accordingly, you should not include credit or other payment card information or other sensitive information in your e-mail correspondence with us.

Why haven’t you replied to my request?
Here are some possibilities as to why we may not have heard from us:
- Our response is sitting in your mail provider's junk folder.
- If you have emailed us directly your email may have been mistakenly discarded as spam. In this case, please utilise the Contact Us form, accessible here.
- As a matter of policy you should allow 24 hours (Business Days) for a reply from our Customer Care team. Response time is typically much less.

No matter the reason, if you haven't heard back, please resend your request via the Contact Us form, accessible here. We'll respond as quickly as we can.


Can I ring you? Do you have a phone number?
Yes, there are many ways you can contact us including by phone on 1300 865 54.

 

Online Shop:

The product I want is showing out of stock when will it be available?
We will always endeavour to keep enough stock available but occasionally, more stock is required than we would expect. If you would like to be notified once stock is available again, please email your request using our Contact Us form, accessible here.

The engraving module will not allow me to use the words I want?
We have a list of words that you can’t use. If you believe that the word you’re trying to use should be accepted please email our Customer Care team here and we will review your request.

If I make an error when typing my engraved message, what can I do to change it after I have submitted my order?
When you input your engraved message, please ensure you thoroughly check it as orders are often processed exceedly quickly. You will notice that you will be asked to confirm responsibility for your spelling when placing your order - this is to ensure all spelling is correct.

If you have submitted your order, please contact our Customer Care Team are soon as possible on 1300 865 54.

Can I purchase a gift card/ voucher?
Unfortunately, gift cards are not available at this time. They will be coming soon so look out for updates!

Is this site secure?
Yes, online purchases take place safely, using the latest internet security technology to protect our customers. We accept orders only from web browsers that can use Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers now support this. Please review our Privacy Policy for further information

Why doesn’t my credit card work?
We accept MasterCard, Visa and American Express. Please contact your bank provider for further details or contact us directly using our Contact Us form.

What payment methods do you accept?
We accept American Express, MasterCard, Visa and PayPal.

Do you accept PayPal?
Yes, we accept PayPal and all major credit cards.

Who is Brown-Forman?
Our company started like most companies begin – with a unique opportunity. In 1870, George Garvin Brown found that opportunity by being the first to sell bourbon,Old Forester, in a sealed bottle to ensure quality and to show its authenticity. Over the next 14 decades, the company seized many opportunities to its great benefit.

In 1923, more than 50 years after our founding, Brown-Forman acquired Early Times Whiskey, an important acquisition that fueled the growth of the company for the next 50 years. In 1956, Brown-Forman made a bold move and acquired Jack Daniel’s, the foundation of its future growth. To this day, every single drop of Jack Daniel’s Tennessee Whiskey is still produced in Lynchburg, Tennessee.

Today, Brown-Forman proudly manufactures a globally renowned premium portfolio. Alongside the Jack Daniel’s family of brands we proudly offer Woodford Reserve, Old Forester, Chambord, Finlandia Vodka, LBD, Jagermeister, El Jimador and, the exceptionally well-regarded, Casa Herradura range.

Brown-Forman is committed to responsibility, a portfolio of high quality and authenticity, people of high quality and perseverance alongside the idea that opportunity is always just around the corner.


Returns:

Can I return product?
We hope that you will be happy with the products you order; however, if you are not satisfied with for any reason, or simply change your mind, you may be able to cancel even after receipt of the products. Please see our Returns Policy for more information

How can I return a product?
If you need to return any products you have purchased for any reason after the products have been dispatched to you or you have already received them, simply return to your online order, click “Return Item” for the product you wish to return and submit a completed Returns form electronically. Once your submission has been approved, you will receive a confirmation which you should print and attach to your item, and drop it off at one of the TOLL collection/ drop-off points within 14 days of your receipt of the products.

Can I return my product to a Collection Point?
Yes, once your Return submission has been approved, you will receive a confirmation which you should print and attach to your item, and drop it off at one of the TOLL collection/ drop-off points within 14 days of your receipt of the products.

Can I get a refund if I return a product?
Yes, if there is an issue with quality we do provide refunds. Please review our Returns Policy for more information

How long does it take to receive a refund?
Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. Please contact our Customer Service Team as soon as possible at [email protected] if you have not received payment during this period.