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Frequently asked questions

Cello
Q: How can I track my order?

A: Each seller may use a number of different means of shipping your order. Once a seller has dispatched your order you can track its delivery status here: 

Q: Am I purchasing from CellarsMarket or a seller?

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 is involved with the shipping of 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
Q: What payment options do you have?

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.

Q: Are you able to ship orders internationally?

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.

Q: I haven't received my tracking details. How do I know what it is?

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.

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.

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.