FREQUENTLY ASKED QUESTIONS

COVID-19 GUIDELINES as at October 2021:


What are the current opening hours?

Cellar Door: 7 days for wine tastings & sales, 10:00am – 5:00pm

Restaurant Lunch: Friday through to Sunday


Are bookings required?

For dining – yes. 20 people is the maximum number allowed per restaurant booking. If you make a booking and are unable to make it, please let us know so we can rebook your table and make the most of our limited seating indoors especially. For bookings larger than 20 people, please contact our Events team on (03) 5024 8888.

For tastings - no, but are welcome to ensure there will be space for you to come in and have a tasting, due to strict capacity restrictions.


What is expected of guests to the winery with regard to COVID safety?

  • Each guest must check in upon entry, and sanitise their hands using the dispensers provided.
  • Guests must wear a mask until seated at a table for dining, or until seated at the bar for a wine tasting.
  • We ask guests to adhere to all signage and instructions, maintain a distance of 1.5m from others when moving throughout the Estate, and practice general hygiene – especially hand hygiene – during their visit.
  • It is necessary that different booking groups do not mix – so please avoid mingling, as hard as it may be!
  • If you are unwell, particularly with symptoms in line with COVID-19, we ask you to visit another time instead.
  • We thank you in advance for your understanding and cooperation!


    What are the measures being undertaken by Trentham Estate with regard to COVID safety?

    • Our management are keeping up to date with regulations constantly and communicating daily with staff, so we can ensure we are providing you with the safest environment possible.
    • We are sticking very strictly to our booking capacities, and spacing tables to ensure social distancing is possible.
    • We are conducting thorough cleaning of the premises daily as well as throughout the day.
    • Our staff are practicing excellent hygiene, particularly hand hygiene, and are wearing masks at all times.
    • We do not permit staff who are unwell to come to work.

    REGULAR FAQ'S:

    What are the opening hours?

    Cellar Door for Tastings & Sales: 7 days 10:00am – 5:00pm

    Restaurant for Lunch: Fri to Sun 11:30am – 3:00pm (Outdoors)


    How do I sign up to the Wine Club?

    Either click on the WINE CLUB tab in the top menu or on the FIND OUT MORE button in the wine club banner on homepage.

    You will then be directed to the start of the sign up process - simply select 6 wines (or a quantity of 6) and click continue.


    How do I login to My Account?

    Either click on the LOGIN button on 'Our Wine Club' banner or click ACCOUNT then Sign In at the top of a page or click ACCOUNT at the bottom of any page under 'QUICKLINKS'.

    You will then need to enter your email and password to login to your account.


    How can I change my Order Processing date for my Wine Club subscription?

    Once logged in to My Account section click 'Wine Club Details'.

    Scroll down to Order Plan section and next to Next Order Processing you can alter the date and click 'Update' button


    How can I change my selected Products for my Wine Club subscription?

    Once logged in to My Account section click 'Wine Club Details'.

    Click  on 'My Wines' tab then select the products you want for future Wine Club order and click 'Update' button


    How can I make additional purchases under my Wine Club account?

    Once you are logged into your account there are two ways to do this:

    1. Add products to your cart as normal and checkout (two bonus Winemakers Selection bottles will be added automatically with every 6 products chosen).

    Or

    2. In My Account section click 'My Orders' then 'Reorder'.  The products previously ordered will automatically be added to your cart and you can remove/edit these if required, then checkout.


    Where do I enter my coupon code?

    The coupon codes can be entered in the Shopping Cart page.  Open your shopping cart by clicking the cart icon (top right of page) then click 'VIEW AND EDIT CART'.

    Please note the coupon codes can only be used for additional orders - not as part of the Wine Club subscription.


    How do I update my Credit Card expiry date?

    Once logged in to My Account section click 'Payment Details' then EDIT.

    If the credit card is linked to a Wine Club subscription your credit card details will automatically update for your subscription.


    How do I change my Credit Card?

    Once logged in to My Account section click 'Payment Details'.

    If your existing credit card is linked to a Wine Club subscription you will need to link the new card to your Wine Club subscription before deleting your old card.

    Click ADD NEW CARD to add in your new credit card details.  To then link your new card to your Wine Club subscription click SET DEFAULT button.

    The card marked as DEFAULT will be the one linked to your Wine Club subscription.


    What happens if my Credit Card transaction is not valid for a Wine Club order?

    You will receive an email confirming that the Wine Club order failed and you will need to update your credit card details.  Your next order processing date will automatically be pushed back by 1 week.

    Once you have updated your credit card all future orders will then process automatically.


    What happens if I have out of stock products for a Wine Club order?

    You will receive an email confirming that the Wine Club order has failed and your next order processing date will automatically be pushed back by 1 month.

    Once the product is back in stock all future orders will then process automatically.


    How can I change my Wine Club subscription frequency?

    To change the frequency of your Wine Club subscription please get in touch with us HERE advising your name and what frequency you would like.

OUR WINE CLUB

Simply select 6 bottles of your favourite wines and how regularly you’d like to receive them, and we’ll deliver them to your door on an ongoing basis.

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