Welcome to The Cellar Doors

Customer Service

 

Shipping & Delivery
The Cellar Doors wines are shipped directly from each winery, and delivery timelines can vary for each order (as winemakers could be in the middle of a harvest period). Wineries though aim to fulfil orders within 2-3 working days. Wineries currently only provide standard delivery services through the website and orders are delivered free of charge to any UK address and will be delivered via DHL air or ground. When wine is being delivered from within the EU the standard delivery is “Ground” (5 working days). When wines are being shipped from outside of the EU the standard delivery is “3 day Air”. Some wineries provide expedited shipping at an additional cost. If you wish to use one of the expedited shipping options, then please email us on support@thecellardoors.com after you have made your purchase. You may agree the additional delivery price in which case we will proceed with your order with a premium delivery service. Our carriers normally deliver between 9am and 5pm Monday to Friday within 5 working days from the day order is shipped. Whilst we make every effort to deliver all your wines in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

 

Privacy & Security
Much like all online businesses, we need to collect certain pieces of personal information from you in order to be able to provide our service. We have a detailed Privacy Policy that covers what information we store about you and how we use it. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so, as stipulated by the Data Protection Act 1998.

 

Returns & Replacements
You may return any wine you have ordered from The Cellar Doors within 7 days from receipt of delivery of the wine. The Cellar Doors Customer Care team at support@thecellardoors.com must receive and approve your return request. Once your request is received and approved, we will issue a return authorisation number and a DHL packing label for you to use. You will receive a full refund for the wine provided the wine remains in good condition. You will be charged the cost of delivery back to the winery. Refunds will be processed after the wine have been received by the winery. We aim to process all returns within 30 days. Exceptions: If returned wine has been tampered with or opened and is deemed by the winery as non-saleable then the purchase will remain valid and the wine returned to you. A re-delivery fee will be charged to you.

 

Ordering
All sales on The Cellar Doors are final. You can cancel an order if it is not fulfilled by the winery. If you think you have placed an order in error and have a concern about your order please email our Customer Care team immediately at support@thecellardoors.com. Standard Returns & Replacements conditions will apply once the wines have been fulfilled by the winery

 

Payments, & Promotions
We accept Maestro, Visa, Mastercard, or Paypal. Credit cards are always debited in UK pounds sterling and please note that payment will be taken in full at the time of ordering. From time to time The Cellar Doors along with the wineries may offer other services, special offers, discounts, promotions etc together with services not specifically referred to in our Terms and Conditions. By taking the service or special offers, discounts, promotions you agree to be bound by such additional terms and conditions.

 

Viewing Orders
Once you have placed your order, we will send you a confirmation email stating your order has been placed. You will receive further emails with updates and when the order is shipped, you will receive an email with the shipment tracking number. If you've purchased wines from more than one winery, you will receive individual shipment confirmations and tracking numbers from each winery. You can check the status of your order by logging into your account. If you don't have an account, you will be able to view your orders from the orders and returns form. You will need your Order ID, Email Address and/or Billing Post Code to retrieve your order.

 

Updating Account Information
You can update your account information by logging into your account.
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