Buyer FAQs

What is the Cellars.com.au Returns Policy?

Cellars.com.au refers our customers to the returns policy of each vendor and acknowledges this includes the rights you have under the Australian Consumer Law on products that are proven to be faulty.

Cellars.com.au has a 14 day claim period from date of purchase. In such cases, whereby the poduct(s) is proven to be faulty, we will offer a replacement of the faulty product where possible or a full refund (excluding shipping costs)

In the case of a faulty wine, the return process will involve proof of purchase and the return of the bottle, its contents, the cork and the cap. Some wines may need to be returned to the original supplier for further testing before a replacement or refund can be offered. The staff at Cellars.com.au will offer advice as to the most appropriate means of returning faulty wines.

Under no circumstances will a refund or credit be given for empty bottles returned as ‘faulty’ as it is impossible to validate your claim without testing the wine content. If the wine is determined to be in sound condition, not defective or faulty, it will be returned and you will be invoiced for the processing and shipping costs associated with the return.

In the case of aged / back vintage wines, we issue a ‘buyer beware’ caution as some buyers are not aware of the changed characteristics of these wines. Typically, these wines show developed secondary characteristics not found in current vintage wines and as such, are a very different drinking experience. As with current vintage wines, Cellars.com.au will replace or refund faulty wines, however the buyer accepts the risk of purchasing aged wine that may have passed the ideal ‘drinking window’. Bottle variation is also possible in these wines.

Refunds or exchanges for ‘change of mind’ purchases are at the discretion of Cellars.com.au management.

Can I request a personally written notes & card?

Cellars.com.au will be happy to help with having a personally written note included as part of the wines being sent as a special occasion or birthday. We notify the winery of your request and they all understand the importance of the magic touch and will usually oblige your request.

Do you have same day delivery?

No. As wines are packed and shipped from each individual winery, same day shipping is not possible. It is important to also remember that Australia Post is used by many wineries and deliveries can range from 3 to 7 days.

Can I have wines delivered outside of Australia?

No. All deliveries are only within Australia. While some of the wineries have export licences, Cellars.com.au do not have an export licence.

Do you deliver everywhere in Australia?

No. Cellars.com.au are currently not shipping to Northern Territory as we are working on complying with the updates in the Alcohol Legislation of Northern Territory. The wineries listed on Cellars.com.au will note where they will not deliver. If your order is placed and the winery will not process the order, we will notify you and refund your payment.

Who can accept the wine delivery if I am not available?

It is against the law to deliver wines to anyone less than 18 years of age. If there is any doubt about the age of the recipient on delivery, Australia Post or courier delivery drivers must ask for photographic ID. If that recipient is unable to produce appropriate ID, then the delivery driver will be unable to leave the wine.

Who do I contact if I have damaged wines or an incomplete order?

If your case of wine arrives damaged, broken or is not the right wines, please take a picture/s and email us. We will contact the winery directly on your behalf and provide instructions on how this will be resolved. Each winery is personally known to the Cellars.com.au team