need help?

It’s what we do best. Call or send us a message, we’ll do everything we can to assist.

PHONE 1800 500 260

Monday - Friday:
8am - 8pm (AEST)
Saturday:
9am - 5pm (AEST)
Sundays and Public Holidays:
10am - 3pm (AEST)
1800 500 260

Your top 10 questions

1

Where are Cellarmasters stores?

The Cellarmasters difference is that we don’t have any retail stores. We deliver wine directly to you from our cellar in South Australia’s Barossa Valley.

Wherever you are – Sydney, Melbourne, Canberra, Perth, Brisbane, Adelaide, Hobart, Darwin and everywhere else in Australia – Cellarmasters makes it easy for you to discover great wines. Shop online 24 hours a day, 7 days a week from any location in Australia, or chat to one of our Wine Advisors on 1800 500 260.

When you shop with Cellarmasters, you’re only a step away from the people who grew the grapes and made the wine.

2

How do I skip or change my wine plan order?

You can skip or change the frequency of your Wine Plan deliveries to suit you. And as your tastes develop, you can amend your wine variety preferences, change Wine Plans or upgrade to a more premium plan.

To change your Wine Plan call our dedicated Wine Plans service team on 1800 505 605 or login to your account here

3

When will my wine be delivered?

Your order will be sent from our cellar in the Barossa Valley. To track the status of your order, simply log into your account and select the order number or call one of our friendly Wine Advisors on 1800 500 260

Estimated delivery times

Adelaide, Brisbane, Melbourne, Sydney: 5–7 business days
ACT, NSW Central Coast, Newcastle, Wollongong, Gold Coast, Perth, Sunshine Coast: 5–10 business days
NSW Country, SA Country, VIC Country: 7–10 business days
NT, QLD Country, TAS, WA Country: 10–14 Business days
In outlying areas, please allow up to 16 days.

4

Who is delivering my wine and how can I contact them?

In metropolitan centres, your order is delivered by Australia’s leading home delivery wine specialist, Nexday. In regional or outlying areas, Nexday will deliver your order to the nearest courier agent’s depot. To track your order, To track the status of your order, simply log into your account and select the order number or call one of our friendly Wine Advisors on 1800 500 260

5

I have received a Cellarmasters giftcard or voucher. Where can I use these and how?

You can use your Cellarmasters gift card/voucher online or contact one of our Wine Advisors on 1800 500 260. To redeem your card/voucher online, just select the wine you’d like to buy and enter the unique card/voucher code at checkout. Remember to click the ‘use’ button so that the amount of the card will be deducted from the total amount of the transaction.

Please note that gift cards are not redeemable for cash and are subject to terms and conditions. There’s often a minimum order value stated on the gift card or voucher (usually $120). They cannot be used to buy beer or offers containing free beer. Please check the terms and conditions printed on the back of your gift card/voucher.

6

Why can't I find an offer on your website?

If you have received an offer with a web link, eg, www.cellarmasters/catalogue enter these words (called a URL) exactly as they are written into the address bar in your browser (top left of your screen) and press the enter key on your keyboard. If your offer does not appear or there is an error on your screen, please call one of our Wine Advisors on 1800 500 260. It helps if you can call while you’re at the computer so that you can tell us the internet browser you are using e.g. Explorer, Firefox, Safari, Chrome and the version.

7

Why wasn’t an invoice included with the wine?

If you specifically requested an invoice with your order, we’ll send it by post separately to your order. If you would like an invoice emailed to you, please email us at enquiries@cellarmasters.com.au or call 1800 500 260.

8

Will I be locked into a minimum order and end up getting wine I don’t want?

No – absolutely not. We’ll only ever send you wine you’ve ordered. And we’ll never send unsolicited deliveries. At Cellarmasters you’re in control. Buy online whenever you feel like it, or choose a customisable, convenient Wine Plan if you prefer wine delivered more regularly.

9

What is the benefit of having my own personal Wine Advisor?

You can request your own Personal Wine Advisor if you would like just one person to contact you with personalised service and offers. Every one of our Wine Advisors goes through extensive wine training covering the history of Australian wine styles, regions and more. They learn all about our brands, and regularly taste new wines to keep up to date. When you talk with a Wine Advisor they’ll have the answers to your questions.

10

How does the Cellarmasters Home Tasting Guarantee work?

Every wine we sell is covered by our 100% Home Tasting Guarantee. We want you to feel confident trying wines from us, and this makes it risk free and enjoyable.

Occasionally wines suffer from faults which can include cork taint, light strike and oxidation. So if you try a wine and you’re not 100% happy with it, for any reason, just call us on 1800 500 260 and let us know.

We’ll credit the cost of the wine to your account and, if necessary, we’ll collect the remainder of the wine.

We encourage you to try at least two bottles of the same wine to determine whether it has a fault or whether you simply don’t like it. As your tastes change, so will your palate. It’s all part of the adventure of tasting wine.