FAQ – Frequently Asked Questions
Q: Experiencing website difficulties?
A: If you are experiencing any website difficulties, please ring immediately our store number (08) 92791788.
Q: What vintage (year) are the wines?
A: The vintage of the wine always changes with each year. If you need your wine a certain vintage, please contact us first on our contacts page and let us confirm for you.
A: Please place your orders by Sunday as our wine delivery arrives every Tuesday, which the couriers will pick up the orders by Wednesday. Your wine order will be in transit to you by Thursday from Perth to your chosen location. Once the courier pick up the order you will receive a tracking email to show where your order is.
Please note: your quoted delivery days commence when the courier picks up the order (every Wednesday).
When at checkout, your likely delivery day is highlighted in red. Please note occasionally delays do occur as the couriers may not pick up on the day, they may send it to wrong depot, busy periods during Christmas.
Q: Why does my wine do not look the same on the website?
A: Occasionally, wineries changes bottle type and or update their labels. We do our best to update the photos on the website, but because there is so many wines its hard to keep up with them all.
Q: What is my shipping cost?
A: You can add your wine to basket then checkout. At the bottom right there is a calculator to calculate your shipping automatically with your postcode, Or you can create an account put your address in and shipping is automatically updated.
Q: What Happens if no-one be home to receive the delivery?
A: Couriers instruction is to obtain signature if someone is home, otherwise they are instructed to leave the delivery at the front door unattended. If you wish this not to happen you can request “Receipted Delivery”, this attracts a small fee, please contact admin.
Please note: Cellar Drop is not liable for any damage, losses or stolen goods left at the premises if unattended. Please ensure someone will be there to receive the wine.
Q: What is Receipted Delivery?
A: This means the delivery driver will ask the receiver to sign for the goods as delivered. If no-one is available to receive the goods, the driver will leave a card at the delivery address, asking them to call the local transport depot to organise a re-delivery (or pickup from the depot if they prefer).
Q: Incorrect / wrong address:
A: If you have entered an incorrect address to your order, additional fees will be incurred by the couriers to you. You will be required to pay the fees before the delivery can be re-directed, so please double check your address before completing the order.
Q: Remote locations delivery:
A: Please note some locations the couriers do not deliver to. The couriers will deliver to the nearest depot for you to pick up.
Q: What happens when my wine is damaged during transit?
A: Once your order have been placed and arrived into our stores, we open your wine carton and inspect each bottle, we then package the wine carton with dividers before shipping out to you. You will be required to take photos of the carton and bottle and send them to admin. You must report the damages at your earliest conveniences, within 24 hours. Any damages incurred during transit we will partially refund you the damaged bottles and part courier cost.