Ask Conrad Distillery

GinsVodkaXO Café Liqueur

Are your spirits gluten free? – Yes! While our range is not certified so, they are in fact gluten free.

Gin – Botanical may have been processed and packed in areas where they may have been traces of nuts. We don’t believe this translates through the distillation process but haven’t had this tested to confirm.

“Are your spirit nut free?” There no nuts used in distillation but as the botanicals may have been processed and packed in areas where they may have been traces of nuts. We don’t believe this translates through the distillation process but haven’t had this tested to confirm.

“What is the lifespan of your spirits?” Vodka and Gin due to high level of alcohol they have long lifespan.

XO Café has a lower alcoholic level and can be enjoy it within 3- 6 months of opening  when store it in the fridge.

“Do you make a sanitiser?” Yes we can and happy to step up and help our medical/health/retail industry during any supply shortage but is not the primary focus of Conrad Distillery.

ORDERS AND PAYMENT

Choose the products you would like to purchase from our online store, proceed to your online cart and select checkout to process your payment. Once this payment is processed you will receive an order confirmation via email.

We accept all major credit cards including VISA, Mastercard and AMEX via Stripe or PayPal. Yes we do! Please go to the Gift Voucher (link) page to purchase. Once payment is confirmed, a digital voucher will be sent to the recipient by email. They will then be able to use the voucher code to buy any of our products online, on-site at our The Summit locations, Gift vouchers are valid for 1 years from purchase, and are not refundable.

Yes, you can. Redeem it via our online booking system or call or email or to arrange redemption of a voucher for a ticketed event or masterclass.[

“Where is my order?”

We aim to dispatch orders within a few days of payment. Typically orders with Express shipping will dispatch within 1-3 days, and orders with Standard shipping will dispatch in no more than 5 days.

During new releases, orders can take more than 5 business days to process and dispatch due to a high volume of orders. Thank you, as always, for your support and your patience.

Once we have dispatched your parcel you will be emailed a tracking number that you can use to access Australia Post’s tracking system. There you can see where your order is now, and when it is due to arrive.

If you order a product on pre-order this means we’re putting the finishing touches on the gin in the distillery. In that case, we’ll hold your entire order aside until the pre-order product is ready to despatch.

“I can’t log in to my account, what’s the problem?”  If you have any issues logging in on our Checkout page, please head to the ‘Account’ link in the top right of the online store and log in on the ‘Sign in’ page there. If you had an account on our ‘old site’ your details have been transferred across but due to privacy laws we could not copy over passwords. So you will need to reset your password the first time you log on to the new website.

SHIPPING & RETURNS

We endeavour to ship your order as soon as possible. Your order should arrive in 3-10 business days by standard shipping. We cannot guarantee or provide a day of the week or time of day for delivery.

** Please note due to COVID-19 some deliveries maybe slightly delayed, we will be monitoring the situation and will keep customers updated**

“What does shipping cost?”

Spend $100 and get free standard shipping Australia wide. Under $100 and shipping costs $19.95 AUD across Australia. Minimum spend must be accrued in one transaction. Shipping/handling charges will not be eligible to contribute towards the required minimum spend. No promo code required. Discount will automatically be added to the cart once spend threshold has been met. Not redeemable for cash. Discount threshold must be met after a discount/promo code has been applied. Does not apply to subtotal prior to discounts applied.

“Can I send my order overseas?”

Orders placed on our Australian website, can only be delivered to an Australia. Every Country has various alcoholic restrictions and laws and if after receiving your order you may investigate if you can personally send it overseas. If you’re in the US or UK and select European countries, we are currently building US and UK retail suppliers.

“What if I need to change my order?”

We are unable to make changes to orders once placed. Orders are processed very quickly, so if you need to cancel your order please call us immediately. We’ll do our best to help, but we can’t cancel orders once they have shipped. See returns and exchanges for information about sending products you’ve ordered back to us.

“Can I track my order?”

Yes – we will send you your tracking number.

“Can I return or exchange my order?”

We want you to love Conrad Spirits as much as we do. If you should require a return, refund or exchange you have up to 14 days from the date of purchase, subject to the below:

If you haven’t used/open the product, we’ll exchange it (if the product you received was incorrect) or refund you in full using the same method of payment as your initial purchase. Returned product must be posted via a tracked shipping service at the customer’s expense.

If you’ve have opened and consumed a portion of the product, no refund or exchange can be given.

We cannot exchange or refund gift vouchers or promotional items.

If you’re not happy with your order, please tell us via the returns enquiry form below – we’ll always try to help you if we can.

Please contact us at the returns enquiry form below and our Customer Service team will be in touch regarding the next steps of the process. When making this enquiry, we require your order number, full name and contact details.

Generally, our refunds/exchanges take 3-5 business days to process from receipt of the returned product. Please allow 3-10 business days for your exchanged products to arrive or 7-10 business days for your funds to be visible in your account. If further information is required from us regarding the return of your refund/exchange, this will affect the processing time frame. We ask that a tracking number is obtained from Australia Post when returning your order.

We take all care possible that your product leaves the distillery in perfect order. If the product is damage by the freight company and you have not taken out the option to ensure we will are unable to replace your order. If the product is insured is received damaged please contact us using the returns form below within 7 days of purchase as soon as you can with your order number and details of the incorrect or damaged product. 

You will be required to provide photographs of the damaged goods so we can investigate into the shipping/packaging process to ensure this won’t happen again. 

If there is a problem with the product itself when you receiving your order, please contact us as soon as possible so that we can assist you with the appropriate refund or replacement. To enable the Customer Service team to efficiently address your enquiry, please provide your order number, full name and contact details.

RETURNS ENQUIRY FORM

“Returns Enquiry Form

VISITING OUR DISTILLERY

“What are your COVID-Safe policies?” t

We follow all government requirements and laws. Cleaning and sanitisation is very important: We thoroughly cleaned and sanitised between each booking. We also have access to a pretty great sanitiser, so you can use that throughout your visit. We also actively encourage social distancing for all our guests.

“What are your trading hours?”

To meet our Local Government Restrictions Appointment is required.

Sip and Discover Conrad Distillery – Available Fri – Mon: 10.30am – 3.30pm

Master Distillery Experience Available Fri – Sat: 4am – 6pm

Behind the Barrel Weekends and other events times are shown in the event information.

“Do you offer public tastings or drinks?”

Unfortunately we cannot offer public tastings but we are working with our local council and hoping this can become possible when the new distillery is built over the next 12 months.

Until then please book one of our experiences – Sip and Discover Conrad Distillery Master Distillery Experience, Behind the Barrel Weekends.

“Do you do private events and corporate functions?” Yes

Plan ahead to bring your group to our craft distillery at The Summit, because we love showing people around but we do have to comply with current restrictions. So make sure to call about your events to enable that we can show you an amazing time.[

“What is your maximum group size?” Like our Products we are into quality of quantity.

Sip and Discover Conrad Distillery – 6 people

Master Distillery Experience – 4 people

Behind the Barrel Weekends – 4 people

Trade and Private Events – Please contact us direct with details

“Do you do tours?”

Yes – Sip and Discover Conrad Distillery – Available Fri – Mon: 10.30am – 3.30pm

Trade and Private – Please contact us direct to organise the tour

“Do you have food?”

Currently we do not have a restaurant on site – catering can be organised please contact us direct. While we do serve up some light, gin-inspired snacks for our distillery experiences, if you’re after a bigger meal, we recommend checking out some of the other places in town.

“Are you dog friendly?”

Currently No but we will be ensuring our new distillery building and grounds are dog friendly

“Are you kid friendly?” Distillery is for Adults Enjoyment and unfortunately our licence doesn’t allow children in any area of the premises with alcohol.

There are no toys or children’s entertainment items at Conrad Distillery or at our onsite B&B Rosetta Homestead. We ask that you assess your individual needs and child requirements before booking. You are fully responsible for the safety of your own children, especially around the fireplace, unfenced dam and farm area

“Do you have an outdoor area?” Normally, we have an outdoor seating area when weather permits.

“Do you have high chairs?” No

“Is your venue wheelchair friendly?”

Currently No, but when the new distillery is constructed we will be wheelchair friendly.

ROSETTA HOMESTEAD B&B

Stanthorpe is the Coldest Place in Queensland – It can even snow – Do you have heaters, blankets, etc to keep us warm?

Yes – The Lounge/Dining room has a beautiful wood fireplace, and all bedrooms have an oil heater. All beds have fresh crisp linen, Donner, blankets, and electric blankets to keep you warm all night long.

“If we choose to cook, do you provide basic Culinary and kitchen items?”

Yes – There is all the cutlery and plates, basic cooking saucepans, toaster and coffee machine, cheese board, and a variety of wine glasses are provided.

“Do you provide any food or drinks?”

Yes – A wholesome breakfast, Complementary fully equipped Self-serve Tea and Coffee facility. Also available for purchase is local wine, beers, soft drinks and refreshments.

“Is firewood provided?”

Yes – Your host is a cold frog and the fire is kept on throughout winter and on the cool spring and autumn nights. The home is designed to keep the home at a comfortable temperature between 20-24C all year long.

“Do you have off-street parking?” Yes, there are plenty of areas to park your vehicles.

“We Have Children – is this homestead suitable?” No – All rooms have Queen size beds, there are no single beds or cots. There are no toys or children’s entertainment items at the homestead. We ask that you assess your individual needs and child requirements before booking our home. You are fully responsible for the safety of your own children, especially around the fireplace, kitchen, bathroom, and stairs.[

“May I smoke?” In respect to all guests and hosts, smoking is prohibited inside the house but you are welcome to smoke at the BBQ table where ashtrays are provided.

 “Can I invite friends here?”

Yes – your friend can come and enjoy a wine or a meal with you, but due to the Southern Downs Council Regulation, we can only have 6 people sleep in this home – 4 guests and host.

“Do you have a safe for valuables?” No. Guests are responsible for their items.

“Are you doing any further improvements to Rosetta Homestead?”

We want to provide the best holiday stay for all our guests. There are a few more things we want to do like revamp the kitchen, expand the dining room and build several day retreats for artists, writers and more. Due to the 9months of constraint rain season these plans have been delayed but the foundations earthworks have been started. The priority is the new Distillery building – exciting!

“What is Homestead?” A homestead is a house and surrounding land owned by a family often, it includes a farmhouse. Homesteading is a vernacular term for a lifestyle of self-sufficiency. It is characterized by subsistence agriculture, home preservation of food, and may also involve the small scale production of textiles, clothing, and craftwork. Rosetta Homestead is a beautiful European B&B Homestead that feels just like home.

NEED MORE HELP?

GENERAL ENQUIRIES
Conrad Distillery
cheers@conraddistillery.com

AUSTRALIAN TRADE ENQUIRIES
USA TRADE ENQUIRIES