We’ve provided the answers to the questions most commonly asked by our members. If you can't find the answer to your question, click here to contact us.
Sign in & Membership
How much is membership?
Membership is free. See our Member Benefits for more details.
Why do I need to give my credit card details to become an online member if I am an existing Private cellar member?
We ask for your credit card number, contact number and last name as a security measure to ensure we identify all members accurately. Your credit card details are completely secure and protected – read more about our security policy. Alternatively you can create an online account over the phone with our wine advisors on 1300 361 946.
I am an existing member with a website log-in but I’ve forgotten my website password?
Click here and we’ll email your password to you immediately.
How do I cancel my membership?
Membership is commitment free so you can cancel your membership at any time by contacting us.
Will I receive brochures every month that I am obliged to buy from? Does this order start an automatic wine programme?
No. You are not obliged to purchase from any of our catalogues and membership to Private Cellar does not automatically enrol you into any wine plan.
My Details
Can I change my personal details online?
Yes. To change your customer details you must first Sign in to the web site. Once Signed-in, click on ‘Account details’ in the Account Quick Links box and follow the instructions.
How are my personal details protected online?
We understand and respect your concerns about privacy and security. We publish our privacy and security policies online for you to read and find out more information.
How do I change my online password?
To change your password you must first Sign in to the website. Once Signed-In, click on ‘Security details’ in the Account Quick Links box and follow the prompts.
How do I add a credit card to my account?
To add a credit card to your account you must first Sign in to the website. Once Signed-in, click on ‘Account details’ in the Account Quick Links box and the instructions given will then describe how you add a credit card to your account.
Orders & Delivery
How much delivery will I be charged for my order?
All delivery charges are additional to the prices displayed. Delivery charges vary depending on the number of items purchased and your postcode. Delivery charges are added to your shopping cart as you checkout. To calculate delivery charges simply click here.
In addition there’s a delivery guarantee charge of a mere 1% of the value of the wine you order (added to your total and displayed on the check out screen). This means your wines are fully guaranteed against breakage or loss. And we’ll replace or refund anything you order but didn’t receive.
How can I see what I have ordered and the status of my delivery?
You must first Sign in to the website. Once Signed-in, click on ‘Order History’ in the Account Quick Links box. The Order History page will display your order number, status, order date, order total value and dispatch date.
Payment
What currency are the prices in?
All prices are quoted in Australian dollars.
What payment methods do you accept?
Payment can be made on this website using the following payment methods: - Visa, MasterCard, Diners and American Express.
Can I still split the payment for my order over three months if I order via the web?
Yes, providing you use a credit card, simply tick the appropriate box on the Delivery and Payment screen as you checkout.
Is it safe to give my bank account or card details online?
Private Cellar strives to maintain the highest standards of security and is a secure site. Our website ensures that your personal and payment details are communicated to us using the latest methods of encryption to transfer information across the Internet in the most secure way possible. Click here for more details
Guarantee
How do I take up your home tasting guarantee?
If you’re unhappy with a wine for any reason, you don’t pay for it. Simply let us know via post, email, or phone and we’ll arrange a credit to your account. See our Quality Guarantee for more information.
Browser Settings
What settings should I be using with my web browser.
Microsoft Internet Explorer
Enable Cookies
1. Go to Tools, click Internet Options.
2. Click on the Privacy tab.
3. Ensure that your Privacy level is set to Medium or below, which will enable cookies in your browser.
Enable Java Script
1. Go to Tools, click Internet Options.
2. Click on the Security tab.
3. Click Custom Level.
4. Scroll to the Scripting options, and Enable Active Scripting.
Enable SSL version 2 (Secure Sockets Layer)
1. Click Internet Options on the Tools menu.
2. Click on the Advanced tab.
3. Scroll down the list of options and find the Security section.
4. Make sure SSL 2.0 is checked on.
To Turn Off Proxy Settings (only if having problems with the site):
1. Click Internet Options on the Tools menu.
2. Select the Connections tab.
3. Change your dial up or LAN setting and then deselect use proxy for your connection.
Netscape Navigator
Enable Cookies
1. Go to Edit, Preferences.
2. Click on Advanced.
3. Under Cookies, click Accept All Cookies. Enable JavaScript Netscape Navigator.
Enable Java Script
1. Go to Edit, Preferences.
2. Click on Advanced.
3. Select Enable Java and Enable JavaScript for Navigator.
Enable SSL version 2 (Secure Sockets Layer)
1. Go to Tools, Preferences.
2. Click on Privacy and Security.
3. Go to SSL then select SSL version 2.
To Turn Off Proxy Settings (only if having problems with the site):
1. Click Options on the Tools menu.
2. Select the Connections tab.
3. Change your dial up or LAN setting and then deselect use proxy for your connection.
Mac differences
If you are using a Mac, there may be some small set up differences, especially if you are using Microsoft Internet Explorer.
Enable Cookies for Microsoft Internet Explorer 4 and 5 on a Mac
1. Select Edit then go to Preferences.
2. Scroll down and click on Cookies.
3. For the 'When Receiving Cookies' field assign it to Never Ask.
Enable JavaScript for Microsoft Internet Explorer 4 and 5 on a Mac
1. Select Edit then go to Preferences.
2. Select Web Browser
3. Select Web Content.
4. In the Active Content section, check the Enable Scripting check box.
