Wine Ark Website and CMS 2023 Updated FAQs


Managed Storage Questions


Can I get wine sent directly to Wine Ark to be placed in my cellar?

Yes you can. If you are a managed client then the wine is receipted, inspected, catalogued and uploaded into your online inventory. If you are a vault client we will hold the wine for you for two weeks. You will also be sent an email to let you know it is ready for collection. If your vault case is held for longer than two weeks, it will be placed into managed storage and you will be charged the appropriate fees.

Do I need to make an appointment to drop off wine to add to my collection?

No, you can come down to any of our sites during operating hours to drop wine off. However, you do need to have submitted any requests to withdraw wine 24 hours prior to collection (excluding larger removals).

How long does it take to have my wine catalogued?

Our standard practice is to have your wine inspected, graded, catalogued and uploaded within two weeks from receipt. Certain factors could push out this time frame, such as if you had a very large and diverse collection. If this were the case, your Cellar Manager would inform you of any potential delay upon receipt.

Do you store wine in six packs or 12 bottle cases in managed storage ?

Wherever possible, we try to store your wine in 12 bottle cases. If there were two cardboard six packs, we would combine the contents to make it one case. However if your wine is stored in wood, as a lot of premium products are, then we will retain the wine in the original six pack case. We do not strap together wooden six packs for OHS issues as they are too heavy to handle safely. If your original box is not fit to cellar, we will repack it in one of our custom Wine Ark cellarage boxes and invoice you.

Can I consolidate the wines in my account?

Consolidation requests have to be made to your Cellar Manager directly. As costs are incurred in the consolidation process, we want your approval to action your account. Refunds are not given to cases that are consolidated out of the account.

How to use your online cellar


How do I log into my cellar?

Visit the Wine Ark web site and click on the link in the top right-hand side of the home page stating “Client Log In”. Use the email associated with your account to log in along with the password you provided on setup. If you have forgotten the details, please use the “forgotten password” reset from the log in page.

How do I search for wine?

Once you have logged into your online account, you will be on your home page. Click on the “My Cellar” heading. The resultant page is the bottle list, sorted alphabetically. On the left hand side, you will see a “Search” flied plus a series of active filters.

How do I order wine for delivery or collection from my cellar?

Once you have logged into your online account, you will be on your home page. Click on the “My Cellar” heading.  Select the wine you would like to have removed by “ticking” the square box beside the wine name. Once you have selected all the wines you would like, move to the bottom right of the page and select “Remove from Cellar”. The resultant page will then allow you to select the number of bottles you would like from your cellar for each wine you selected previously. Once you have made this selection, either enter the delivery address of where you would like the wine sent or select “Collect”. You are able to write anything in the comments field. For example… “To collect this Saturday the 23rd in the morning”. The more information we have of your intentions, the better we can attend to your needs promptly.

Why is there a padlock on one of my cases?

When a wine is being actioned, such as in the process of being entered into the account, listed for sale or part of a removal request, it has a padlock alongside the bottle to prevent the client from actioning it until all processes have been completed. For queries contact your Cellar Manager.

How long does it take to get wine picked from my account?

You need to give us 24 hours notice to retrieve any wine from your managed account. Urgent requests can be made; they will attract a surcharge per case. This rate is listed on the rate card. Large removals may take longer.

I purchased some wine and asked to collect it. Is it ready to collect?

You will receive a “Ready to Collect” confirmation email when wines are ready to go, so keep an eye on your inbox.

Delivery Questions


How much notice do I need to give to get my wine delivered?

We require 24 hours to pick wine from your managed account, it can be longer for larger removals. If you require the wine to be delivered we will execute the instructions you have selected on the request. Normally we would ship the wine the day after it has been picked. If this day falls on the Friday we will hold the wine in our cellars over the weekend and ship first thing Monday. We don’t like shipping wine over the weekends as we can’t guarantee the conditions where it is stored for that period of time. On extreme weather days of high heat – we reserve the right to hold the wine until the weather cools.

Account Questions


If I remove my wine from the cellar within a month I have paid for can I get a refund?

No – any wine removed from the cellar within the month will not be due a refund. Cellarage is payable monthly.

When are my storage invoices due to be paid?

If you have your credit card details in our system, then you will never have to worry about this question. We no longer accept EFT payments however we have BPAY as an option. These details are at the bottom of your storage invoice.

How can I get a copy of an invoice?

Log onto your online account and select “My History” then “Invoices”. This will direct you to your invoices where you are able to download a PDF of the required invoice.

Can I get a refund for moving out of my vault part way through the month?

No, Wine Ark does not offer refunds on part completed months.

Why is there an arrears component on my invoice?

Storage fees are calculated from the day a case arrives. Wine Ark invoices for the calendar month in advance on a set day. If cases are placed in storage before this day fees are calculated and charged at daily rate in arrears.

Can I have my credit card details on file?

Yes you are able to store your credit card details for automatic payment of due invoices. The credit cards are held securely and encrypted on the NAB Servers, so your data is safe. You are able to update credit card details from within your account.

Wine Trading Questions


How do I list wine for sale from my account? 

This is the same process as making a delivery of wine out of your account as listed above. The only change is that you select “List for Sale”. Once you have made this selection, the resultant page will allow you to select the number of bottles to sell from that case and this is also where you enter the price you wish to get for the wine pre commission.

What is your commission rate?

12.5% for both buyer and sellers. This is calculated from the price at which you list the wine for sale.

How do I decide what price to sell my wine at?

If you would like advice regarding the current secondary market please contact us at [email protected]. We can guide you in the right direction and also let you know what you can expect to achieve. If we agree that the price you wish to sell the wine is at current market rates and it is of interest to our clients, then we will list the wine for sale in our monthly Back Vintage Catalogue that gets emailed to our database.

How do I know if a wine has sold?

You will receive an automated email once the transaction has been completed stating what wine was sold and at what price.

What method of payment can I use to purchase wine?

Credit card only. Amex, VISA and MasterCard are accepted.

Why is it taking longer than expected to get wine that I purchased ?

Wine can be traded out of the majority of our sites Australia-wide. If you purchased wine that was at an interstate site, it can take time to ship the wine to your home site. We then consolidate the wine at your home site, then act on your instructions to store, deliver or have ready for your collection. This can make the process a little longer.