FAQs

Shopping Online

Why should I shop online?

Shopping online is great value for money. We have great low prices, exclusive deals, and offer the convenience of home delivery. Some of the great reasons to shop with us are:

  • Free delivery on all orders for wine and spirit orders over $150
  • Exclusive online wine bundles
  • Earn flybuys points on all purchases
  • WebChat help during business hours
  • Money Back Guarantee

Orders & Returns

How can I pay for my online order?

We accept payments using Mastercard, Visa, American Express, Diners Club, Coles Group Card, Coles MasterCard. Unfortunately we do not accept Cheques, Money Orders, Gift Cards or flybuys points as online payment methods.

I can't find the product I'm looking for. What can I do?

If you can't find a product you are looking for, please jump onto our real time chat with one of our online specialists, who can either help you locate what you are looking for, or find something even better!

Can I return my online order?

Yes. Although you cannot return the products to one of our stores, we can organise the convenience of having the products collected from you. We're confident that our products represent excellent value for money, and we're proud to guarantee every product you buy. If you're not satisfied with a purchase you've made online or on the phone, just call us on 1300 308 833 or email customerservice@firstchoiceliquor.com.au within two weeks of receiving it. View our terms and conditions for more information.

If you receive your online order and then change your mind, exchanges can be possible at the discretion of First Choice Customer Service within a week of accepting the delivery. Please be aware that in the event of an exchange, any additional delivery charges will be at your own expense. We can only provide an exchange as an option if all products are in their original packaging and condition.  

Why was my order split into two parts and delivered separately?

We understand that you always want your order to arrive as quickly as possible, and sometimes the best way for us to make sure this happen is to send it from two different hubs. Despite this, sometimes minor delays can occur. Orders in this situation will not incur an additional delivery charge.

Delivery

View information regarding our various delivery options here.

Specials & Pricing

Why are some prices advertised online different to prices advertised in store?

Some offers are available in First Choice stores only and some offers are available online only. When we advertise these offers we will state if they are only available online or only available in-store.

If I see a product that is cheaper through a competitor, can you beat their price?

We are currently unable to offer our Price Beat policy online. However, we can offer this service in store, under the following conditions:

  • Items in question must be identical.
  • Competitor's price must be available on the day, in the state of purchase and on items purchased in the same quantities.
  • Competitor must have item in stock.
  • Excludes online offers, trade quotations, liquidations and clearance sales.
  • We reserve the right to limit sales to reasonable retail quantities.
  • Competitor's current price must be verified.
  • Competitor's conditions may apply. Eg.: Delivery fees, methods of payment etc.
  • Competitor's premises must be within 10km of the First Choice Liquor store in which you are purchasing.

My Account

How can I update the contact details on my online account?

It's easy to update any of your contact details online.

After log in;

  • Click on the 'My account' link next to First Choice logo on the homepage.
  • Once you are in the 'Account details' section, you have the option to update your name, email, date of birth, flybuys number, contact number and update your password.
  • After you've made the necessary updates, scroll down and click 'Save Changes'.

Please note that if you change your email address online, you must use the new email address to log in from that point onwards.

I'm trying to log in to my online account but it's not working, what can I do?

The quickest way to solve any log in issues is to reset your password. This can be done by clicking 'Forgot your password?' on the log in screen. This will immediately send an automated password to the email address linked to your account. You can use this automated password to log in, and then change your password to something you'll remember using 'My Account'.

flybuys

How can I accrue flybuys points for my online purchases?

To make sure you're getting the most out of your online purchases, register your flybuys membership number on your online account. This can be done by using 'My Account', then updating your flybuys number on the 'Account details' tab. You can also add your flybuys number to your order on the 'View Cart' page during checkout.

When will my flybuys and Bonus flybuys points appear on my statement?

Please allow up to 4 weeks from the day your online order is placed for your flybuys points to appear on your statement.

In Store Enquiries

I have an issue with something I experienced in a First Choice store. Who can help me?

Coles Customer Care are the First Choice Store experts, and will be able to help you with all of your store-related enquiries. They can be contacted by calling 1800 061 562, or by emailing coles.customer.care@coles.com.au.

Click & Collect

How long after ordering can I collect my order?

Customers will receive notification by text message within 90 minutes of their order being transacted online, provided collection is within the opening times of the Click & Collect store.

Are orders able to be placed at any time?

Yes, your order will be prepared for collection within the opening times of the Click & Collect store. These will be visible pre and post purchase and a text message will be sent when the order is ready for collection.

Can I nominate an individual to pick up the order?

Yes, during the checkout process you are able to nominate the individual who can collect the order on your behalf. Communication regarding when the order has been prepared will be sent to the individual placing the order. The person collecting the order must be over 18 years of age, and photo identification must be produced when collecting all Click & Collect orders.

Can I change my order?

We will always be on hand to help wherever possible to ensure you have a smooth Click & Collect experience. Please call our friendly customer contact centre on 1300 308 833 to discuss options including refunds and new orders.

Will my purchase be chilled?

Our stores capacity to always have chilled stock on hand in the short timeframe provided is unfortunately not guaranteed. If requested, we will always endeavour to provide chilled stock where available.

Can my click & collect purchase be gift packaged?

Gift packaging will not be available at this point in time for Click & Collect purchases.

Do limits apply to click & collect orders?

Limits apply per customer per day to click & collect orders. 60 bottles per wine; 5 cartons per beer, cider and pre mixed drinks; 12 bottles per spirit. Please call us for orders bigger than our listed limits and we can help facilitate your purchase.