Frequently Asked Questions

FAQ




How do I stop receiving offers from CellarOne?

To cease receiving correspondence from CellarOne, please uncheck the box located in My Account/Your Personal Information tab or contact CellarOne admin at info@cellarone.com.au


What are the terms and conditions for refunds and returns?

Please see our Terms and Conditions for Sale for further information


How do I access and update my personal details?

'My Account' page allows you update your address and personal details and locate your previous orders. When first logging in it is best to update your address and personal details before shopping.

For all other issues relating to your order, please contact CellarOne admin atinfo@cellarone.com.au

To access your personal information held by Accolade Wines Limited, or complain about possible breaches of privacy, enquiries should be directed to privacy@accolade-wines.com(please include CellarOne in the subject), or mail to:

Privacy Officer
Accolade Wines Australia Limited
Reynell Road, Reynella SA 5161


When can I access CellarOne?

CellarOne is available 24/7 online and is accessible by logging ontowww.cellarone.com.au

You will need to login to CellarOne using your username (email address) and password.


Is it difficult to navigate around CellarOne?

Navigating around CellarOne has been made easy for you convenience.

You can type your search terms (brand name, wine style, varietal) in the SEARCHsection at the top of the page.
Our Wines - to see all our varieties, brands and sub categories.
Left Hand Search Filter - Select a category from the left hand side search filter to customize your search.
 
Our Land - Shows you where we source our grapes from and talks about each region
Our Story - Tells you about all of the historical figures and stories that make up our history
Our Team - Showcases the people that help to bring our fantastic wines to your home
My Account - Keeps all of your information, orders, addresses, staff account details all in one place
Specials or Wine of the Month - Find some great deals and opportunities from Cellarone.
Vinopedia - Learn more about wine than you ever thought you needed by heading to our Vinopedia section: How to read a wine label; How to serve wine etc
Food & Wine Match - Find a great dinner option with our Food & Wine Match options, all matched with wines from our portfolio
Awards & Reviews - Search for our latest show wines, great wine reviews, or the latest Langtons Classifications

Who writes the reviews and awards in CellarOne?

All reviews and awards on CellarOne products has been provided by media sources and judges.

We also appreciate hearing from our customers, so please feel free to contact us atinfo@cellarone.com.au


What are the search boxes about?

We have categorised different topics to help our customers navigate through our many products and to search for more information about our products. These boxes are to ensure you find what your looking for with ease!


I’ve still got questions about the CellarOne, where can I get some answers?

If you still have a question you need answered about CellarOne, get in touch with us oninfo@cellarone.com.au




I have an issue with my order, who do I contact?

If in the event your purchase is faulty/damaged, please contact our Customer Service Centre toll free (within Australia) on 1 800 088 711 or email corporate@accolade-wines.com


How do I place an order?

Once you’ve found the product you want, you simply click 'add to cart', which automatically places the item in your shopping cart.

If you wish to purchase more than one of each item, you can change the quantity of items by clicking add or minus under 'Quantity'.

You can access your Shopping Cart at anytime while in CellarOne and you simply need to choose “Checkout” to start finalising your purchase.


I've changed my mind, how do I amend my order?

At CellarOne, we want to be able to provide you with the best service and experience when purchasing your wine and to make sure you receive all your favourite varieties, please make sure that you are 100% certain with your order before submitting and making final payment.

Please be cautious as payment is instant!

CellarOne can cancel your order, but will not make any changes for you. Once the order is cancelled, you will have to create a new order.


I bought some wine, but I’ve been told it’s sold out. What can I do?

At CellarOne we have vast stock available to our customers, but sometimes unfortunatley we do sell out of our products. This webiste is regulary updated, but during sales and promotions, our products can walk out the door.

We will try and meet all requests and make sure we have plenty of stock available, but in the rare occassion that we may sell out we will try and find a suitable replacement before offering a refund.




How do I pay for my purchases via CellarOne?

CallarOne accepts Visa & MasterCard only for credit card payments and Paypal. 


What if my credit card is not accepted?

As stated in the latter, CellarOne accepts only Visa & MasterCard credit cards. If your payment is not processing, please ensure all details are correct or contact your bank to investigate the matter. If it is a problem with the website, please contact admin oninfo@cellarone.com.au


Will I receive an invoice?

Once payment has been taken, you will receive on screen confirmation. A tax invoice, which includes GST will be available to you for each CellarOne order you make. This invoice will not show GST and is not a Tax Invoice.

You can download and print all invoices from 'My Account'. Invoiced will not be emailed to your personal email address.




Am I able to trace the delivery of my order?

Orders can be traced using Toll Track and Trace on your mobile. This will allow access to real-time consignment tracking to all smart phone and tablet platforms. To access this application, please visit Toll Track and Trace


Can I ship my order anywhere?

CellarOne delivers to Australian addresses only and can deliver to PO Boxes. CellarOne distributes all orders through Toll Couriers. If you are not present at the time of delivery, a note will be left for the nearest pick up destination.

Also a reminder that all deliveries of goods such as alcohol require the recipient to be of age, 18 years and over.


How long will will delivery take?

Please allow between 7 – 10 working days for your order to be picked and distributed to you. We try to ensure delivery is as quick as possible and appreciate your patience.

Under circumstances where your products have not arrived or breakages in transit, please contact admin at info@cellarone.com.au and we will replace your order or organise a refund without hesitation.


Is there a maximum delivery amount?

Through Australia Post there is a maximum delivery amount of 20 Cartons per delivery, however if you wish to purchase more you can place another order.


Is there a minimum delivery amount?

All purchases are in cases, therefore there is a minimum purchase of one case for delivery