Buyer FAQs

What happens if a different vintage of wine is delivered?

In the case of ‘vintage rollover’ of wines where the same winery and / or winemaker has the same wine varietal yet a different year, customers who purchase wine from Cellars.com.au acknowledge they understand wineries and wine distributors have varying vintages in stock and often do not update their store page on Cellars.com.au website. Cellars.com.au is a platform offering buyers access to store pages of wineries and wine distributors who sell their wines.

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.

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.

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.

How long does it take to receive my refund?

Once you receive confirmation from us that your refund is processed, it can take 5-10 days for the refund to appear on your credit card statement, depending upon the bank. The Cellars.com.au e-commerce platform is integrated with Stripe and they submit refund requests to your customer’s bank or card issuer.

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 product(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.

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

How do I become a Wine Sommelier?

If you are interested in working in the wine industry, the best place to begin your hospitality experience is at a local wine bar, restaurant or hotel. At the same time you can complete a Wine Sommelier Apprenticeship.