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Returns and Refunds

What is your refund/return policy?

Although we will always endeavour to provide perfect service, we understand that mistakes do occasionally happen. If we have provided you with items that are not identical to those ordered, without any prior notice, we will gladly exchange your order or refund you for the relevant amount and collect the incorrect items free of charge.

In certain instances where we are not able to acquire the exact item you ordered, we will offer to exchange it for an alternative or refund you if this is not acceptable.

Whilst we do our utmost to ensure the quality level of our products, we are unfortunately not in a position to refund or exchange items if it was merely not to your personal taste preference. If you need advice on selection prior to purchase, please don't hesitate to contact us and one of our experts will be happy to advise you.

How can I make an exchange?

Contact us on 021 981 7232 or support@cybercellar.com we will organize for the collection of your order and delivery of an alternative.

How do I get a refund?

Contact us on 021 981 7232 or support@cybercellar.com and we will refund your order and arrange collection of the unwanted items. Please note that the banks can take up to 7 working days to process a transfer of funds. This is unfortunately beyond our control.

Payments and Pricing

What payment options do you offer?

We offer 4 payment options at checkout. You can use a credit card, eBucks, SnapScan, pay via EFT, or one of our wine experts can conduct an offline order for you. To conduct an offline order, please call us on 021 981 7232, or email us at support@cybercellar.com with a suitable time to contact you, via phone, to process your order.

If you would like to pay part of your order with a voucher, simply enter the voucher code at step 1 of the checkout process. This will deduct the value of the voucher from your order leaving the remaining amount to be paid via another method.

Our bank details for EFT Transfer payments are:

FNB ACCOUNT: 6266 6879 922
ACCOUNT TYPE: Current
Account Holder: Cybercellar (Pty) Ltd
Branch Code: 250 655
Send proof of payment to payments@cybercellar.com.

Can I pay using a debit card?

If your debit card has a CVV number (on the back of the card), an expiry date and is a Visa, Mastercard or Diners Club card, you may use it to pay for your order.

How do I pay using my credit card?

At step 4 of the checkout process, select credit card as your payment option. You will then be able to enter your credit card details. This process is completely safe and secure. Our payment gateways only use the strictest form of encryption and no credit card details are stored on the website.

What is 3D Secure?

3D Secure is an added layer of protection managed by South African banks.

When paying with your credit or debit card you will be redirected to your bank's 3D Secure page to complete the authentication process for your online transaction. This is done using a One Time Pin that is sent to your cell phone. If you encounter an error during the 3D Secure confirmation process, please contact your bank for assistance.

How do I pay using EFT?

At step 4 of the checkout process, simply select the 'pay via EFT' option. You will automatically receive an email at your stipulated email address with all the required information to complete the transfer. Using our banking details, which are listed in the email you will receive, simply make the transfer using online banking. Make sure to list your CCINV number as your reference so we know which order is yours. Once the EFT payment has been made, please email a proof of payment to payments@cybercellar.com.

Can I place an order and pay only on delivery?

Sadly, this is not an option yet. An order must be paid for in full before it will be processed and sent out from our warehouse.

What do you accept as proof of payment?

We have a strict policy regarding proof of payment and will only accept an official bank generated PDF proof of payment.

I'm struggling to pay, please help!

Are you having payment issues? Please contact us on support@cybercellar.com or call us on 021 981 7232 for assistance.

What are the delivery costs?

For orders under R1000, there is a delivery charge of R49.50. Orders over R1000 are delivered for free within South Africa!

For international deliveries, costs will vary depending on location. Please contact us on support@cybercellar.com or call us on 021 981 7232 for more info.

How long will you keep my order if I haven't paid?

The items in your order will only be reserved once payment is received. If an item is sold between the time you placed the order and submitted payment, we will unfortunately have to refund you or find a substitute. If the order is urgent or stock is limited, it is advisable to pay with your credit card.

If payment is not received, your order will be cancelled within 14 working days. You will then need to place the order again.

Order Tracking and Delivery

How can I track my order?

Upon payment, you will receive an order number, beginning with the letters CCINV. Once your order is dispatched from our warehouse, you will be able to track it by entering your order number into the required field on Aramex.

What day will my order be delivered?

Our couriers deliver from Monday to Friday. For main centres, delivery times are estimated at 4 working days from the date of dispatch. For outlying areas delivery may take up to 7 working days from the date of dispatch. Although we do everything we can to deliver on time, external factors my influence these times.

Please note that delivery times are estimations. For exact times, please contact us directly.

How long will International order take to arrive?

Delivery usually takes place within 2 to 3 weeks following dispatch from our warehouse. However, seasonal peaks, delays in customs and other factors outside of our control may on occasion cause delivery to take longer that the above estimate.

What time of day do you deliver?

Our couriers deliver between 08h00 and 17h00. If you have special instructions to deliver on a specific day of the week or have an exact time that you need your order delivered, please specify on your Special Delivery Note, which you can find on step 3 of the checkout process.

Can you deliver after hours, on weekends or on public holidays?

Yes, we do delivery after hours; however, a special request needs to be made, either on your special delivery note, which you will find on step 3, or by calling us directly on 021 981 7232.

Should you request a Saturday delivery or delivery on a Public holiday, please contact us so that we can arrange it. Saturday deliveries are charged at a flat rate of R90. For delivery on a public holiday there is a flat rate of R226.50 for main centres (outlying areas may differ).

Gifting and Vouchers

How do I redeem a voucher?

It's easy! Simply enter your voucher code at step 1 of the checkout process, below the product summary. Please ensure that any conditions attached to the voucher are met, such as minimum order value or number of items. Please note that only 1 voucher can be redeemed per order.

How do I send my order as a gift?

At step 2 in the checkout process, select 'This is a Gift Purchase'. You will then be prompted to enter the delivery details of the receiver of the gift and will have the option of including a personalised note.

Can I buy a gift voucher?

Yes you can! Call us on 021 981 7232 or email us on support@Cybercellar.com and we will arrange one for you.

Can I use more than one voucher per order?

No, unfortunately you can only redeem 1 voucher per order. If you have more than 1 gift voucher please feel free to contact us.

Overseas (International) Orders

Where do you deliver overseas?

Apart from South Africa, we ship to the UK, EU and most parts of USA. Unfortunately we do not ship to Australia. For a comprehensive list of countries or states that we ship to, please contact us at support@cybercellar.com or call us on 021 981 7232.

How can I place and order for overseas delivery?

If you're from outside South-Africa and would like to place an order, please contact us at support@cybercellar.com or call us on 021 981 7232.

How much does it cost to ship wine overseas?

Shipping costs will vary depending on the destination. Please contact us directly at support@cybercellar.com or call us on 021 981 7232 for overseas shipping quotes.

Cancellations

How do I cancel my order if I have already paid?

If you have already paid for your order and have not yet received an email notifying you that your order has been dispatched from our warehouse, contact us at support@cybercellar.com or call us at 021 981 7232. We will arrange for your order to be cancelled and refunded in full. Please note that the banks can take up to 7 working days to process a transfer of funds. This is unfortunately beyond our control.

eBucks

How do I pay using eBucks?

At step 4 of the checkout process, when you select the 'Pay using eBucks' option you will be redirected to the eBucks website where you will be asked to enter your South African ID number and eBucks pin. Once this goes through and you confirm payment, you will be redirected back to our website.

If you do not have a PIN, log into the eBucks website and select "send me a PIN". Otherwise call the eBucks contact centre 087 320 3200 for assistance.

Once ready, simply click on the button below to be redirected to the eBucks payment portal to complete your purchase.

Can I pay in part pay using eBucks?

Yes, you can indeed. You can part pay with eBucks and pay the remaining balance via credit card or EFT. See Payments and Pricing FAQ to find out how to pay via credit card or EFT.

How can I earn eBucks for my order?

At step 4 of the checkout process, click the "Earn with eBucks" option where you will be prompted to enter your ID number. Select "Earn it" and your eBucks will be rewarded to your account. Please note that you will not be able to earn and spend eBucks on the same order.