Frequently Asked Questions

AlexHeadshot.pngAlex Freudmann, Managing Director, Dan Murphy’s

We know it’s a challenging time for many people and we remain committed to providing the service you expect from Dan’s.

We’re here for you.. even if it has to be at 1.5 metres.

Whether you’re after advice on wine from our friendly in store team, or drinks delivered straight to your front door, we’re here for you.

Looking after our customers and team is our top priority so we wanted to share some updates with you during this challenging time.

Shopping at Dan Murphy's

Store trading
All of our stores are open and we look forward to seeing you soon. Find your nearest store here

Retail Limits
To ensure everyone can assess the drinks they love we have implemented temporary retail limits. Learn more here about these retail limits. 

Social distancing 1.5 metre guidance 
We're here to help but at an arm's length away and have added floor markings around our registers, to help you maintain the 1.5 metre distance. Look out for other changes we’ll be introducing in coming weeks.

No tolerance for aggressive behaviour
We appreciate your kindness to our team and to each other.

Card payment preferred
To help with social distancing and hygiene, please avoid cash payments and instead use tap and pay or another card payment wherever possible.

Store cleaning and hygiene
Our stores are always clean but we've added additional cleaning routines to every Dan Murphy's store.

Home Delivery

Delivery Options
Due to changing circumstances, please check here for the latest updates regarding delivery options.  

Pick-up in store
Due to changing circumstances, please check here for the latest updates regarding Pick Up.  

Contactless delivery 
We’ll continue to follow our Responsible Service of Alcohol practices but our drivers no longer require a signature from you.

We recognise that these are unsettling times, and whether you're shopping in our stores or online, we want you to know that your safety and well being are our first priority. Thank you from the whole team at Dan's for your ongoing support.

Alex Freudmann
Managing Director
Dan Murphy’s


For frequently asked questions about the important steps we're taking to look after our customers, please visit our FAQs here.

Last Updated: 28th April 2020

At Dan’s, looking after our customers and team is the top priority. Through this new and difficult time, we remain committed to providing the best service you expect from Dan’s. Whether it’s advice on wine you’re after from our friendly in store team, or maybe you’d prefer drinks delivered to your front door from our online store, we’re here for you. We appreciate your kindness to our team and to each other. For more information, you can view a message from our Managing Director, Alex Freudmann.

Due to the unprecedented events surrounding the ongoing Coronavirus (COVID-19) situation, we at Dan Murphy’s have received a high number of inquiries from customers regarding our procedures and protocols at this time. We’ve answered some of the most frequently asked questions below.  If you cannot find an answer to your specific inquiry below, our helpful customer service team will be happy to assist you at 1300 723 388. Please note that we are currently experiencing higher than normal call volumes. Your patience is appreciated during this time.

Retail Limits

As of Tuesday 28 April 2020, the temporary alcohol purchase restrictions applied by Retail Drinks Australia (a non-government industry body) have been removed. We have now returned to standard retail purchasing limits. For more information, click here.

  

In-store FAQs

Are you still open?

Our intention is to keep our stores across the country open, so that we can continue to provide you with unbeatable prices on all your favourite wines, beers and spirits during this time. Please click here to find the exact hours of the store closest and most convenient to you.

Will there be any reduction in stock levels in store?

We’re working hard to keep our shelves stocked. We’ve put on more team members and whilst we’re placing more orders on the things you want to purchase; demand continues to remain high. Rest assured we are doing our best to keep up with your demand on the products that you need and want.

How are you ensuring the safety of customers shopping in store?

We already have very high standards of cleaning and hygiene in place.
As an additional precaution, we have added additional cleaning routines to every Dan Murphy's store and are in the process of installing Checkout Screens at our registers to assist with Social Distancing requirements for our customers & team.

To help with Social Distancing, every Dan Murphy’s store now also has a maximum capacity. If a store reaches its capacity, we’ll implement a ‘One-In-One-Out’ system. Please follow any directions from our store and security teams. They are here to help you get the drinks you love as safely as possible.

At the Register: We ask that you pack your own items into boxes/bags. Let’s all keep a safe distance!

How will customers be notified if there is a case in one of our stores?

If one of our customers or team members is confirmed with COVID-19, we'll let you know in that store. We continue to take advice from the Department of Health to make sure we're taking all the necessary steps to ensure ongoing safety, including additional detailed cleaning in store where necessary. 

Are your in-store events and tastings still going ahead?

The health and wellbeing of our customers and team are of the utmost importance. With this in mind, and given the current situation with the COVID-19, we have made the decision to temporarily remove all product tastings from our stores. We are also cancelling all masterclass and discovery events across our entire store network until further notice. We are working through a refund process for any customers who have purchased tickets and will be communicating to all affected customers shortly.

Online FAQs

Are Pick up and Delivery still available?

We are currently working hard to process your orders, and the situation is evolving constantly. For the latest news and updates on our delivery and Pick-up services, click here.

Do I have to sign for my order?

We are now offering contactless delivery, while continuing to follow our RSA practices. We have taken steps to make this process as safe as possible, including the following measures:

  • when we check ID, our drivers will examine your ID from a distance without having to handle it personally
  • our drivers will no longer require a signature from you (our drivers will take down your details instead)
  • our drivers will try to maintain a social distance wherever possible which means they will take care when handing over items or will leave them on the ground where it is safe to do so

Can I return a delivery order back to a store?

As long as your purchased items are still in saleable condition, we will accept them for returns if you have changed your mind. Please click here to read our full policy on returns and refunds (including if you want to return an item because it is faulty).

Can I return a bulk order due to cancellation of an event?

As long as your purchased items are still in saleable condition, we will accept them for returns if you have changed your mind. Please click here to read our full policy on returns and refunds (including if you want to return an item because it is faulty).

Can I redirect my delivery order if I’m in quarantine?

We will certainly do our best to work with you in order to make delivery most convenient for you during this difficult time. We will always require proof of age and sobriety from whoever is nominated to receive your order, as per RSA specifications. 

If your order has not yet been picked up in-store by our delivery team members, we are most often able to redirect it for you. However, if it has already been picked up for delivery by our delivery agent, we may be unable to do so. Regardless, if you require redirection, contact our contact centre and they will do their best to work with you to find an acceptable solution.

Can I get a more specific time for the arrival of my delivery order?

To make things as convenient as possible during this time, you can specify your preferred time window for an additional cost upon checkout, or choose the option of delivery anytime before 5pm on any specific day.

Additional FAQs

I can’t get through to the Customer Care Team and/or haven’t received a reply to my contact - why is it taking so long and when will someone reply?

Our commitment is to always put our customers first and we understand your frustrations. We are currently experiencing an unprecedented volume of calls and our team is working hard to help our customers as quickly as possible. We thank you for your patience during this busy time and our promise to you, is that we will get back to you as soon as we can. 

 

  

How can I find my local store and trading hours?

The ‘Set Your Store’ function allows you to set your local Dan Murphy’s store as ‘Your Store’. Simply enter your Postcode or Suburb and State. A list of your nearest stores will be provided. You can then View Store Details for more information, including store trading hours, a map and store facilities. 

You can view our store locations and opening hours through the Store Finder, or the site header.

Why is it important to set a store location?

The prices online often reflect a nationwide average if a local store has not been set. However, various products may be cheaper or more expensive in store depending on which specials are running in each state every week. In order to ensure that you are receiving the best experience, and seeing correct price, always remember to “set your store” at the top right of the desktop site, or by touching the "Set your store" button on the mobile site.

Any employees of the Promoter who are directly involved in the implementation of this Promotion are not permitted to win. Any employees of the Promoter who are not directly involved with the conduct of this Promotion and receive the above mentioned survey email will be eligible to enter and win. 

To enter the Promotion, the entrant must, during the Promotional Period, follow the direct link sent to the entrant by email; and complete all the questions in the Dan Murphy’s Pick Up Feedback survey, including a  description of their ideal pick up experience' at Dan Murphy's (“Promotional Response”). 

Limit one (1) entry permitted per person. 

 

See full Terms & Conditions 

The introduction of the ACT Government Container Deposit Scheme means that we have increased some beverage prices. From 30 June 2018, you’ll be able to earn a 10¢ refund for every eligible container that you return to an authorised ACT collection point. For more information please visit actcds.com.au.

 

Frequently Asked Questions

Why has the initiative been introduced?

Single use beverage containers make up the majority of all litter found in the environment. So the ACT Government has introduced the Container Deposit Scheme to encourage the community to recycle their drink containers and keep them off our streets and out of our parks.

 

What containers are eligible?

Most empty 150ml to 3-litre beverage containers are eligible for a 10 cent refund. Container materials that may be eligible for a refund include:

  • Plastic (PET and HDPE)
  • Glass
  • Aluminium
  • Steel
  • Liquid paperboard (Cartons)

Containers should be empty and in a reasonable condition.

For more information please visit actcds.com.au

 

What containers can’t be recycled for a refund?

Containers that can’t be deposited for a refund include:

  • Containers designed to contain less than 150ml or more than 3L of beverage
  • Plain milk (or milk substitute) containers
  • Flavoured milk containers of 1 litre or more
  • Pure fruit or vegetable juice containers of 1 litre or more
  • Glass containers for wine and spirits
  • Casks for wine or water of 1 litre or more
  • Sachets for wine of 250ml or more
  • Containers for wine of 250ml or more
  • Containers for cordials and concentrated fruit/vegetable juices
  • Registered health tonics

For more information please visit actcds.com.au

Why is the price increase more than 10c per container?

As well as the 10c initiative refund, an initiative admin fee has been included in the price increase. This admin fee covers the cost of operating and administering the initiative.

When can I start claiming my 10¢ refund?

The container refunds take effect from June 30th. After that date you will earn 10¢ for all eligible containers you return.

 

Where can I claim my 10¢ refund?

Special container collection points will be placed across ACT, with many of them conveniently located near Woolworths stores. To find your nearest collection point go to actcds.com.au

 

Where can I find my nearest collection point?

To find your nearest collection point go to actcds.com.au

The introduction of the QLD Government Container Refund Scheme means that we have increased some beverage prices. From 1st November 2018, you'll be able to earn a 10¢ refund for every eligible container that you return to an authorised QLD collection point.

For more information on the Government Container Refund Scheme, please visit www.containersforchange.com.au/

 

Frequently Asked Questions

Why has the initiative been introduced?

Single use beverage containers make up the majority of all litter found in the environment. So the QLD Government is introducing the Container Refund Scheme to encourage the community to recycle their drink containers and keep them off our streets and out of our parks.

 

What containers are eligible?

Most empty 150ml to 3 litre beverage containers will be eligible for a 10¢ refund. Container materials that may be eligible for a refund include:

  • Plastic (PET and HDPE)
  • Glass
  • Aluminium
  • Steel
  • Liquid paperboard (Cartons)

Containers should be empty and in a reasonable condition.

 

What containers can’t be recycled for a refund?

Containers that can’t be deposited for a refund include:

  • Containers designed to contain less than 150ml or more than 3 litres of beverage
  • Plain milk (or milk substitute) containers
  • Flavoured milk containers of 1 litre or more
  • Pure fruit or vegetable juice containers of 1 litre or more
  • Glass containers for wine and spirits
  • Casks for wine or water of 1 litre or more
  • Sachets for wine of 250ml or more
  • Containers for wine of 250ml or more
  • Containers for cordials and concentrated fruit/vegetable juices
  • Registered health tonics

Why is the price increase more than 10c per container?

As well as the 10c initiative refund, an initiative admin fee has been included in the price increase. This admin fee covers the cost of operating and administering the initiative.

 

When can I start claiming my 10c refund?

The container refunds take effect from November 1st 2018. After that date you will earn 10¢ for all eligible containers you return.

 

Where can I claim my 10¢ refund?

Container collection points will be located across QLD. To find your nearest collection point go to www.containersforchange.com.au/

 

Where can I find my nearest collection point?

To find your nearest collection point go to www.containersforchange.com.au/