Frequently Asked Questions

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Customer Service

How do I contact customer service?

Please email info@cellarspace.com or contact a customer service team directly via the help button on our website. The customer service team’s business hours are: 9am-5pm Monday to Friday (AEST).

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Shipping & Delivery

When will I receive my order?

For all sellers on Cellarspace, delivery standards ensure delivery is within 7 business days. Product times will vary and the delivery timeframe will be detailed on the product listing page.

How can I track my order?

You will be sent an email once your order has been dispatched. You can follow the status of your order using the tracking number provided in this email.

How much does delivery cost?

Delivery charges are determined by the seller and will be detailed at the time of ordering.

Who should I contact if I have questions or concerns regarding the status of my order?

Please email info@cellarspace.com or contact a customer service representative directly via the help button on our website.

The customer service team’s business hours are: 9am-5pm Monday to Friday (AEST).

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Refunds, Returns & Exchanges

Can I have a refund if I change my mind?

If you’re not 100% satisfied with your purchase, or you don’t think it’s been correctly described, you can contact us within 14 days at info@cellarspace.com and we will endeavour to return or organise a replacement product.

Full terms and conditions can be found here

Are any items excluded from the Returns Policy?

Online store purchases for wines that are more than 15 years old are excluded from the returns policy.

How do I return an item?

Send an email to info@cellarspace.com, within 14 days of receiving your order with the following information:

• Your full name
• Your address
• Your order confirmation or a copy of the Cellarspace invoice
• The date of delivery of the product
• The Cellar's details
• Reason why you are returning the product or detail of the fault
• Your instructions informing us how you would like the issue resolved
• Your Contact phone number
• The original order confirmation or invoice you received with your product or a copy of your Cellarspace invoice and detail the item you wish to return and why.
  
  
  

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Contacting Sellers

Can I contact the seller, if I have a query about the product?

Please contact our friendly Cellarspace Customer Service Team at info@cellarspace.com or via the help icon on our website and - they will be happy to contact the seller on your behalf to answer your product queries.

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Becoming a Seller

I have wine in my personal cellar that I would like to sell on Cellarspace, how can I do that?

Selling your wine with Cellarspace is easy and we would love to hear from you.

Simply complete the ‘list a wine’ form here

Our team of highly skilled wine experts is on hand to help with wine valuations, cellar appraisals and advice on getting the most out of the sale of your wines.

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Other Questions

If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.

I’ve received one item, but where’s the rest of my order?

Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details.

If you still have concerns please contact The Cellarspace Customer Service Team at info@cellarspace.com or via the help button on our website.

How can you ensure the high quality of the product I am buying?

Every effort is made to accurately describe the condition of wine regardless of value.

All wines are meticulously presented as required by our terms and conditions ensuring that you have all the information possible to make the most informed decision when buying at Cellarspace.

We do recommend that buyers of older wine make appropriate allowances for natural variations of ullage and the condition of corks and labels.

If for whatever reason you’re not happy with your purchase, contact us and we’ll do everything we can to help.

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Please see our full terms and conditions
Visit our buying guide for common buyer related questions
Visit our seller guide for common seller related questions
Contact us directly at info@cellarspace.com if you have any additional questions not answered above