Read our Frequently Asked Questions for shopping online at OurCellar, including what wine vintages we sell, how to order drinks online from us and how we deliver wines and drinks to you.
About OurCellar
Do you have a shop we can visit?
No. We are an online only business and all orders must be completed either online or via telephone. On occasion, we can arrange pick up of larger orders from our warehouse in Wetherill Park, Sydney but these must be arranged in advance.
Do you have a mailing list I can join?
Yes. You can sign up for our mailing list here, or create an OurCellar account.
Products
Can you help me find a specific vintage?
Yes. If you are looking for something specific, we’ll do our best to find it for you. Contact us with your request.
Shipping
How fast can you deliver?
Our shipping times vary depending on where you are in Australia. You can check the delivery fees and timings on our Delivery Information page. If you have made a larger order and live locally to Sydney, we can on occasion personally delivery your order for a special occasion. Contact us to discuss.
Do I need proof of age or ID when you deliver?
Australia Post and other delivery partners will often ask you for proof of age and ID to deliver, especially if it the first time you have ordered from us. This can be to confirm your identity or to confirm that you are 18 years of age or over to purchase or receive alcohol.
We recommend that you create an account and log in when shopping with us so that your age and address can be verified and saved. It is an offence to sell or supply alcohol to, or obtain on behalf of a person under the age of 18.
What if I am not home when my order arrives?
You can select ‘Authority To Leave’ at the checkout and suggest a safe place for our delivery partner (usually Australia Post) to leave your package. However, they can decide against leaving your order unattended if there is a security concern.
Authority to Leave rules differ from state to state and we might remove your option to choose Authority to Leave at checkout if it does not comply with the responsible service of alcohol regulations in your state.
We recommend that you create an account and log in when shopping with us so that your age and address can be verified and saved. This will help to support your ATL request after an initial delivery from us.
Why don’t you ship to my address?
OurCellar delivers to all parts of Australia with the exception of restricted dry zone postcodes.
Do you ship internationally?
No. We currently only ship within Australia.
How is my order protected during transit?
We pack our orders nice and securely to make sure your drinks make it there in one piece, using thick boxes and dividers which meet the specifications provided by Australia Post. All orders are marked with appropriate warnings to help advise couriers that it is precious cargo. If your order has arrived with breakages, please contact us and we will initiate the appropriate replacement, and tell off the postman!
Orders and returns
My wine is corked or faulty, can I get a refund?
If there is an issue with any of your items making them undrinkable, please contact us and we’ll arrange a refund or a replacement of the product. If possible, please do not throw away the bottle as we might ask you to return it to us so we can investigate or retrieve the batch number to check the remaining stock is not faulty.
Can I order from overseas?
Yes you can order from overseas, but the delivery address must be within Australia and in a non-restricted postcode.
How do I find my tax invoice?
To get a copy of your tax invoice, you need to have an OurCellar account. Login to your account, click on the order number and click 'Print Invoice'.
Do you do corporate gifting orders?
Yes. You can find more information our our corporate gifting page. If you already know what you are after, please email us at info@ourcellar.com.au and we’ll be in touch to discuss your order.