Frequently Asked Questions
How does Cellars NZ work?
Cellars NZ is an independent New Zealand-owned online wine retailer, offering a carefully selected range of wines from New Zealand, Australia and around the world.
We work with trusted wineries and distributors who dispatch wines directly to our customers. This allows us to offer excellent wines at competitive prices without the overheads of a traditional wine store.
How much is delivery?
We offer flat-rate delivery of $10 per order throughout New Zealand, unless otherwise stated.
Some wines have nationwide shipping included in the advertised price.
How long will my wine take to arrive?
Orders are dispatched directly from our winery and distributor partners, so delivery times can vary depending on the supplier and your location.
We’ll aim to get your wine to you as quickly as possible and keep you informed of any significant delays.
What happens if my selected vintage is unavailable?
We make every effort to ensure the vintage advertised on our website matches the wine you receive.
Occasionally, a winery or distributor may move to a new vintage before our website has been updated. If your selected vintage is unavailable, we’ll contact you to discuss an alternative.
You won’t be required to accept a different vintage. If we cannot supply the wine you ordered, you’ll be entitled to a refund.
Can I send wine as a gift?
Absolutely. If you’d like to include a personalised message with your order, please contact us when placing it.
We’ll do our best to arrange this with the winery or distributor, although availability may vary between suppliers.
What if my order arrives damaged, incorrect or incomplete?
If your order arrives damaged, contains the wrong wine or is missing bottles, please contact us as soon as possible.
We may ask for photographs of the bottles or packaging to help us investigate.
We’ll work with the supplier to arrange an appropriate replacement or refund.
What is your returns and refunds policy?
We stand behind the wines we sell and want every customer to be happy with their purchase.
Faulty or damaged wines
If you receive a wine that is faulty, damaged or not as described, please contact us promptly, ideally within 14 days of delivery.
We may request photographs, proof of purchase or that the affected bottle and any remaining contents be retained for assessment.
Where a product does not meet the guarantees under the New Zealand Consumer Guarantees Act 1993, we’ll provide an appropriate remedy in accordance with your legal rights.
Older and back-vintage wines
Older wines naturally develop different characteristics over time, and some bottle variation can occur.
While these wines may carry additional risks associated with age and storage history, this does not affect your statutory rights if a wine is faulty or not as described.
Change of mind
We generally don’t offer refunds or exchanges for change-of-mind purchases. However, we’re happy to consider individual circumstances on a case-by-case basis.
How long does a refund take?
Once approved and processed, refunds generally take 5–10 business days to appear on your original payment method, depending on your bank or card provider.
Are my consumer rights protected?
Yes. All purchases are subject to applicable New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993.
Nothing in our returns and refunds policy limits or excludes your rights under New Zealand law.
How can I contact Cellars NZ?
If you have a question about a wine, an existing order or anything else, please contact us.
We’re always happy to help.