HOW TO ORDER

• Q. What are your opening hours?
  A. You can browse and order from this website 24-hours a day, every day of the year. Wine Cellar’s customer service team can be reached between 8am and 8pm AEST during the week and between 9am and 6pm on Saturdays.
• Q. How to order online?
  A. When you see a wine or case that you like the look of, click 'Add to Basket'; you can then continue to look for other wines to add to your basket in the same way. At the top of the screen you'll notice you can click on ‘view basket’ at any point to review what you have added - if you have a change of heart you can remove an item by clicking on 'remove'. When you are happy that you have made your selections you simply need to click on 'Checkout' where you will need to enter your payment and delivery details, or login.
• Q. What if I make an error in my order?
  A. Don’t worry if you make a mistake – simply call us at the first opportunity on 1300 683 878 and an operator will help track down your order. You can also email us via the Contact Us page.

DELIVERY TO YOUR HOME OF OFFICE

• Q. When I order multiple cases, why do they sometimes arrive separately?
  A. To ensure you receive the wine on your order as quickly as possible we dispatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Don’t be alarmed if this happens – the rest of the order is not far behind.
• Q. Where do you deliver to?
  A. Your wine can be delivered to any Australian address – orders cannot be taken for international delivery.
• Q. Who delivers your wine and how much does it cost?
  A. Delivery is handled by Australia Post and can be to your home or office. These delivery costs are per case (up to 15 bottles can be packed in each case).
• Q. Who delivers your wine and how much does it cost?
  A. Delivery is handled by Australia Post and can be to your home or office. These delivery costs are per case (up to 15 bottles can be packed in each case).
  Delivery to Melbourne, Sydney, Brisbane, Adelaide, ACT and Newcastle to Wollongong is $9.95 per case. Delivery is $12.95 per case to country NSW and country Victoria. Deliveries to Queensland, SA country, Perth, WA country, Tasmania and the Northern Territory cost $14.95 per case.
• Q. How long does it take?
  A. 95% of orders are despatched within 24 hours of submission and normally delivered within a week. Please allow up to 14 days for delivery to WA country, Tasmania and the Northern Territory. If you have placed an order and you have not received it within a 14 days please call 1300 683 878 and we will seek to rectify the situation as soon as possible.
• Q. What if I’m not at home when Australia Post deliver my wine?
  A. If you are not at home when Australia Post call and do not give specific delivery instructions then Australia Post will leave a card indicating that they were unable to deliver your wine. Your case/cases will be returned to your nearest Post Office for your collection. A reminder card will be sent to you after five days.
  
  If you are not at home when Australia Post call and do not give specific delivery instructions then Australia Post will leave a card indicating that they were unable to deliver your wine. Your case/cases will be returned to your nearest Post Office for your collection. A reminder card will be sent to you after five days.
• Q. Can I specify a time for delivery?
  A. We are not able to arrange for our carriers to call ahead on the day of delivery, nor are we able to arrange for a specified time of delivery. However, if you need the delivery of your order delayed until after a certain date we are able to organise this, simply Contact Us after you have placed your order.

HOW TO PAY

• Q. Which cards do you accept?
  A. Wine Cellar accepts Visa, Mastercard and American Express online, plus cheques from customers ordering via the post.


PRIVACY POLICY

• Protecting your privacy is our top security concern. Wine Cellar is a member the Australian Direct Marketing Association (ADMA) and proudly abides by a strict Code of Practice regarding the handling of your personal details and is committed to acting fairly and honestly in all our customer transactions.
  
  Click here to read our full Privacy Policy.

GUARANTEE & REFUNDS

• Every wine is covered by the Wine Cellar guarantee of enjoyment and Wine Cellar will refund or replace wines that do not meet your expectations. If you don’t enjoy any of the wines or you suspect that they may be affected by a quality issue please Contact Us. A friendly wine adviser will be more than happy to resolve the matter to your full satisfaction.
  
  Should you need to return any wine to us you should Contact Us to arrange a collection. Our carrier, Australia Post, will then contact you to arrange collection and will usually collect within four days. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please Contact Us.