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Frequently Asked Questions

TRACKING & DELIVERY

Your safety is our priority. Please be assured that we are taking every measure to ensure that your wine reaches you in the safest and most hygienic way possible. Measures that we are taking include but are not limited to:
 
– Strict hand washing and sanitising protocol for all warehouse staff
– Wearing of protective clothing including latex gloves when handling and packing orders
– Close communication with our key courier partner, CitiSprint, who have issued the following message:
 

“Citi Sprint is well prepared to keep supplies moving. We will keep our customers supply chains moving and are listening to recommendations from the South African Minister of Health as well as W.H.O and other health organisations. Safety first – both for our staff as well as customers / suppliers and consignees alike.We have educated our team members on the importance of personal hygiene and will be followed up with constant reminders, memo’s, implementations and communique. Some of these include;

-frequent hand washing (minimum 20 seconds)

-avoid touching eyes, face, mouth

-covering coughs/sneezes with your elbow or using a tissue, discarding and sanitising thereafter

-keeping the work place / stations and vehicles clean

-keeping good ventilation (windows and personal space)

-sanitaryware has been issued to all staff: Gloves, Masks, Sanitiser Gels (60-80% alcohol base)

-staff who are found to have any flu-like symptoms will be sent home to avoid cross contamination

The World Health Organisation has stated that the chance of the COVID-19 virus contaminating cardboard or other shipping containers is low. If there is a concern then disinfecting the shipment or using protective apparel should be sufficient to reduce exposure.”

SAFETY TIPS:
 
Delivery remains the safest way to receive your wine. Provided interaction with the courier is limited, the risk of transmitting disease is low. That said, we recommend the following safety tips:
 
– PLEASE indicate in the order notes if this is for a self-isolation order, so our courier partner can be aware of this.
– Use your own pen to sign for deliveries.
– Wash your hands thoroughly for at least 20 second with an antibacterial hand wash after receiving your order.
– Enjoy your wine! In times like these, life’s small pleasures make all the difference.
 
If you have any concerns about hygiene and safety, please get in touch with us on support@cybercellar.com.

For main centres, delivery times are estimated at 3-4 working days from the date of dispatch. For outlying areas, we deliver in 5-7 working days from the date of dispatch. Although we do everything we can to deliver on time, things can go wrong, so we are unable to guarantee that all orders will be delivered within the stipulated time frame. To expedite your order please contact on support@cybercellar.com.

Please note that these delivery times are estimations. For exact times, please contact us on the above details.

Delivery is estimated at 3 or 4 weeks following dispatch from our warehouse. However, seasonal peaks, delays in customs and other factors outside of our control may occasionally cause delivery to take longer than the estimated time.

Our couriers deliver from Monday to Friday, between 08h00 and 17h00. If you have special instructions to deliver on a specific day of the week, please specify under Shipping & Handling in your Delivery Note / Special Instructions block.

Our courier service is only available to make deliveries on weekdays from 08h00 to 17h00. If you are only available to receive delivery during the weekend, we can arrange your order to be delivered on a Saturday at an additional fee. Please contact support if you want to arrange delivery for a Saturday.

 

Sadly, this is not an option. Should you require it, please contact us on support@cybercellar.com 

Upon payment, you will receive an invoice number. Once your order is dispatched from our warehouse, you will receive a dispatch email informing you which courier it is with and the link for you to track your order.

 

PAYMENTS & PRICING

There are 3 payment options when checking out. You can pay using a credit card, Snapscan or pay via EFT.

Do you have a voucher? You can pay the full amount, or part of it, by entering the voucher code under Order Summary when completing your secure checkout.

FNB Acc: 6286 1769 613
Branch Code: 250 655
Acc Type: Current
Acc Holder: Cybercellar.com

Snapscan payments can’t exceed more than R350.00

If your debit card has a CVV number and an expiry date, and is a Visa or Mastercard, you may use it to to pay for your order.

During secure checkout, under Choose Payment Method, 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 use only the strictest forms of encryption and no credit card details are stored on the website.

During secure checkout, select the ‘EFT‘ option. Once you have placed your order, you will automatically receive an email to your stipulated email address with all the necessary information to complete the transfer. Using our banking details as listed in the email, simply make the transfer using online banking. Ensure to list your invoice number as a reference so that we know which order is yours! Once the EFT payment has been made, please email a proof of payment to payments@cybercellar.com.

Sadly, this is not an option. All orders must be paid for in full before it can be processed and sent out from our warehouse.

We have a strict policy regarding proof of payment and will only accept an official bank generated PDF proof of payment. No .html, .txt or sms’s will be accepted as proof of payment.

Are you having payment issues? Please contact us on support@cybercellar.com 

As thanks for your tremendous support, all nationwide deliveries are currently FREE. For international delivery fees, please contact us on support@cybercellar.com.

 

Should you need to place a large order (60 bottles or more) for a function and we do not have all the stock available, please contact support@cybercellar.com for assistance. Please allow at least 3 weeks planning time in order for us to assist with the bulk orders, should there be any changes that need to be made.

OVERSEAS ORDERS

Apart from South Africa, we ship to UK, EU and most parts of USA. For a comprehensive list of countries or states that we ship to, please contact us on support@cybercellar.com.  

If you’re from outside of South-Africa and would like to place an order, please contact us on support@cybercellar.com.

Please contact us directly on support@cybercellar.com for overseas shipping quotes.

GIFTING & VOUCHERS

It‘s easy! Simply enter your coupon code under your Order Summary in Secure Checkout.

Under Delivery Details, enter the recipient’s delivery details. Under Billing Address, enter your own details. Then, you have the option to select Include a beautiful handwritten message. Doing so will classify your order as a gift purchase.

Yes you can! Under the tab “Gifting” select “Gift Card” and follow the process. Once you have added the gift card to your cart and paid, we will email you the gift voucher.

CANCELLATIONS

If you have already paid for your order and have not yet received an email notifying that your order has been dispatched from our warehouse, contact us at support@cybercellar.com, so we can arrange for your order to be cancelled. You will be refunded in full.

Orders that have been dispatched are in the possession of the courier. If you wish to cancel a dispatched order, it can be returned to the warehouse or sent to another address for a set charge of R200. If you have already received the order, but wish to return it for whatever reason, there will is also a set charge of R200. Cybercellar does not take responsibility for any late orders placed with us, ie, for a function. A refund will be processed once the order has been returned to our warehouse. Please contact support@cybercellar.com for more information.

RETURNS & REFUNDS

Although we always strive to provide the perfect service, we understand that mistakes do occasionally happen. If we have provided you with items that are not identical to the ones you ordered, we will gladly exchange it or refund you for the relevant amount, provided the original order is returned to our warehouse. In certain instances, we may not be able to acquire the vintage you ordered. In this case, we will exchange it for an alternative vintage or refund you.

Whilst we do our utmost to ensure the quality level of the wines that are listed on Cybercellar.com, we are unfortunately not in a position to refund or exchange wines that were not to your personal preference. If you need advice on wine selection prior to purchase, please do not hesitate to contact us for one of our wine experts to help you make a decision.

Contact us on support@cybercellar.com and we will organize for your order to be returned to the warehouse. Please note that any returns that is not at the fault of Cybercellar.com, will be done at a set fee of R200 before any refunds are done.

Contact us on support@cybercellar.com and we will refund your order. The refund will only be processed once the products have been returned to our warehouse and is still in the condition it was received in. Your refund will be done in the same way as your payment method, ie if you paid via credit card, we will refund you back onto the card used.

WRONG DELIVERY

All deliveries are made to the address provided under Residential Address. If an order has been despatched or delivered to such an address, but you intended to have it delivered to a different one, kindly contact us at support@cybercellar.com with the correct delivery address. We will re-deliver your order at a fee of R200.