Frequently asked questions

A: CellarsMarket helps facilitate sales between buyers and sellers. When purchasing on the CellarsMarket marketplace, you purchase directly from the seller. CellarsMarket does NOT hold stock or ship orders; this is all done by the seller. Payment transactions are made through the seller's chosen gateway, Stripe or PayPal.

Q: I placed an order. How do I contact the seller?

1. Log in to your account and click on "Orders"
2. Then click on your "Order" ID
3. Once in your order, click on "Ask a Question" to contact the Seller
4. A popup will appear where you can message the Seller. Then click Send

A: CellarsMarket provides for sellers to offer customers to pay for their orders either through PayPal, Stripe or both. Ultimately, the seller chooses what payment gateway is offered. Using PayPal, you can pay using the PayPal Pay Later feature. This lets customers pay in instalments by offering Pay in 4 and Pay Monthly payments. You can also pay using traditional cards such as Mastercard, VISA, and Amex.

A: Due to a number of factors that are not conducive to international shipping such as duties and taxes, high freight charges & weights, insurance costs, the fragile nature and high rate of product breakages, sellers do not ship to destinations outside of Australia.

A: Sellers generally upload the tracking link with the tracking number when your order is dispatched. At times, when a seller fails to provide the tracking details the best option is to directly contact the seller via your account and request the details. Failing that, we can escalate the issue when required and investigate the tracking details for you.

A: All goods sold by Sellers on the Cellarsmarket.com.au marketplace come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Sellers reserve the right to require proof that the goods were damaged or faulty.

The first step is to contact the Seller you purchased the item from and advise them that the item is broken or defective. Follow these simple steps to contact the Seller:

1. Log in to your account and click on "Orders"
2. Then click on your "Order" ID
3. Once in your order, click on "Ask a Question" to contact the Seller
4. A popup will appear where you can message the Seller. Then click Send

Q: When the item received does not match the listing?

A: Sellers are required to deliver the item as described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. Cellars Market is not the producer, manufacturer or retailer nor hold any stock. The information that we have is the product description provided by the Seller. CellarsMarket DOES NOT upload product information such as name, description, images, pricing and inventory levels. This is all the responsibility of the Seller to provide accurate information.

Buyers and sellers may agree to another solution, such as a whole or partial refund while the buyer keeps the item, or a replacement item instead of a refund.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned as a fault of the seller, the seller is responsible for return postage.