Customer FAQs
What is From Our Cellar?
From Our Cellar is an online marketplace created for wine, spirit, and food lovers, by wine, spirit and food lovers.
Through From Our Cellar you can buy some of the finest products on the market directly from their producers, and with access to our tasting notes, events, and two-tiered subscription plan, we have all the resources you need to learn about and enjoy them.
Delivery & Returns
What are your delivery costs/When will I get my order?
Our Cellars offer the following delivery options:
– FREE Delivery within 3-5 days
– STANDARD Delivery within 3-5 days – £3.95
– EXPRESS Delivery within 1-2 days – £6.95
– COURIER Delivery within 1-2 days – £9.95 (usually required for bottle orders)
You can see the delivery options for the particular product you have chosen at checkout.
Once you have made your order you can track its progress in your customer dashboard.
What is your returns policy?/How do I return an item?
If you would like to return an item or have any more questions, please email Email.
How do I cancel my order?
Please check the status of your order in your customer dashboard, if the item has already been dispatched then you will not be able to cancel it. If it has not dispatched then email Email and we will help you cancel your order if we can.
How do I change my order?
To amend your order please email Email and we will try to help you.
Who do I contact if I have a question about my order?
Please email Email.
When will I be refunded?
Once the Cellar has received your returned item, you will receive your refund within 14 days.
My order arrived damaged/incomplete – what do I do?
Please contact your us as soon as possible by emailing Email.
Please note that if you have ordered from more than one Cellar your items will arrive separately and may arrive at different times.
Membership
What is the Cellar Club?
The Cellar Club is our highest membership level.
As a Cellar Club member, you get full access to all our tasting notes, priority event booking, discounted ticket prices and a monthly subscription box from our Cellar of the Month.
We have 2 subscription box options each month – an alcoholic and non-alcoholic. We will email you each month letting you know what is in the box, and you have 5 days to let us know your preference. If we do not receive a response from you then we will send you the default box you have selected in the membership area of your customer dashboard.
We will keep adding perks for our members over time, so keep an eye out!
How do I become a member?
Go to the membership section of your customer dashboard by clicking here and choose which type of membership you would like.
How does your membership work?
We have 2 membership types:
– Tasting Notes Member
– Cellar Club
As a basic member you get full access to all our tasting notes, priority event booking and discounted ticket prices. You can pay monthly or annually.
As a Cellar Club member, you get all the basic member perks plus a monthly subscription box from our Cellar of the Month. You pay monthly.
We will keep adding perks for our members over time, so keep an eye out!
How do I cancel/upgrade my membership?
Go to the membership section of your customer dashboard by clicking here and choose which type of membership you would like.
Cancellations will come into effect at the end of the current billing period.
Upgrades will start immediately. If you have signed up for a Cellar Club membership and you have missed the cut off for that month’s subscription box, then you will be charged a basic membership rate until the end of the current month and will be upgraded the following month.
When do I get my subscription box?
Subscription boxes will be delivered each month.
We have 2 subscription box options each month – an alcoholic and non-alcoholic. We will email you by 5th each month letting you know what is in the box, and you have 5 days to let us know your preference. If we do not receive a response from you, then we will send you the default box you have selected in the membership area of your customer dashboard.
Tasting Notes & Tastings
Who writes your tasting notes?
Our tasting notes are written by our WSET qualified team members and guest tasters. Our tasters use their knowledge and taste buds to give you their review of the product.
Remember that we all have different noses and taste buds, so you might find it is completely different to how we described it. We’d love to hear how it tasted to you, so do tag us on social media and let us know.
What is in your tasting notes?
All our tasting notes are slightly different, but the format usually includes background into the producer and production process, serving suggestions or recipes, and of course our opinion on its appearance, nose and palate (fancy words for looks, smells and tastes!).
I want to arrange a tasting, who do I contact?
We love people who want to learn! Please email us at [email protected]
I can’t find the tasting note for this product, can I request one?/where is it?
We are always working on our tasting notes, but sometimes we may have missed a product. We can also provide tasting notes for products not listed on our website if you would like them.
Please email our expert at [email protected] to notify us of missing tasting notes or requests for notes on wines from outside of the FOC platform.
Wholesale & Events
Visit our Wholesale & Events page by clicking here.
I’m organising an event, can you help me get booze for it?
Yes! If you are hosting an event then we can provide suggestions, cocktail recipes, and source the drinks for you. We’ve built strong relationships with our established Cellars and have access to a broad network of independent producers hailing from all corners of the market, so whatever the occasion, from birthday parties to weddings, we can help you get fantastic quality drinks for a great price.
Get in touch with us at [email protected], we look forward to helping you make your next event a memorable one!
I own a bar/restaurant, and want to source my drinks from small independent producers – can you help?
Absolutely! We have a huge database of small independent producers itching to get their produce behind your bar. We’ve done all the hard work in finding them and shining a spotlight on their fantastic products, so all you need to do is email us at [email protected] to get the barrel rolling.
Other
I have a question about this specific product…
Please email Email or send the Cellar a question through our instant messaging app – you can find this at the top left of each Cellar’s brand page.
My question is not on this list – who do I contact?
For any other queries please contact customer support at Email or send us a question through our instant messaging app – you can find this at the top left of each Cellar’s brand page.
Feedback and Complaints
We love to hear your feedback! For feedback on specific products or Cellars, please leave a review after your purchase through your customer dashboard. For feedback about the site, please contact customer support at Email.
Complaints about a specific Cellar, order, or experience should, in the first instance, be directed to the Cellar. You can do this by messaging the Cellar within your customer dashboard. We will of course be happy to assist with any issues that you are unable to resolve with the Cellar directly.
