RETURNS & REFUNDS

Can I cancel my order?

Due to information technology specs and logistics processes, your order cannot be canceled after being placed. All sales are final. If you have concerns about your order, please contact contact@FancyCellar.com.

Returns & Refunds Policy

Upon receipt of your package, please check it carefully. In case of problems, you must notify it on the delivery note. If the bottles are clearly broken, you must refuse the parcel in question, notify the name of the wines on the delivery note and ask that it be returned to the sender right away. In this case, we kindly ask that you to quickly contact our customers care team contact@FancyCellar.com so we can proceed with an exchange or refund if eligible. Besides, please note that we are able to provide each order with its corresponding invoice.

Hence we strictly abide to Chinese laws and regulations and we fulfill customers right to claim for return & exchange. Our customers can return products bought on FancyCellar.com within 7 days, provided the following conditions are met:

 

- The original packaging is preserved. The bottle has not been unsealed or damaged.

- Any invoice sent with the bottle must be returned along. If none invoices with bottles, please provide us with your order number information.

- Any gifts shipped with the bottle must be returned along.

- If your order has been damaged somehow due to external factors, please contact our Members Care Team to process with return & exchange. Please note the exchange service is restricted to the same product.

- Return service application must be submitted within 7 days after reception of the goods.

- If you return the goods for no particular reason but you changed your minded, return costs are at your expense. The merchandise will be refunded within one week after reception of your return and our quality check.

 

Customers can apply for returns & exchanges service via emails to contact@FancyCellar.com or via phone (Please call our hotline 400-098-1219)

How can I return a product?

If you want to return a product, please contact us at contact@FancyCellar.com or via phone (Please call our hotline 21 - 6047 8619) and we will get in touch as son as possible.

 

Please note that we won’t accept products to be returned if falling into one of these considerations:

 

- The bottle is unsealed

- Original packaging is damaged by use

- Sale price is over 500 RMB per bottle

- Special personalized requirements on labels

- Labels are damaged and improper to resell

- Promotional products are not eligible to return

- Other special agreements on return service

Our Return Process

1. If your products need to be returned (damaged, wrong order etc.) please make sure to contact our Members Care Team to get a RMA Number within 7 days after you receive the goods.

Our Care Team caring time: Monday to Friday, 10:00am to 6:00pm.

Customer service hotline: 21 - 6047 8619

Email: Contact@FancyCellar.com

 

2. We will proceed with the return process after you contact our Fancy Team and you are attributed with a RMA number. Please return your products within 7 days once you get the RMA Number. Make sure the RMA Number is clearly noted on your Return Form. In order to ensure the products are real, the label must not be damaged.

 

Please make sure all elements of the shipment, including goods, original packaging, gift and invoice (if any) are returned altogether. If something missing, we won’t be responsible for the delay, we hope you understand.

We will have a thorough quality check after receiving the products, and then if they do match our quality standards we will follow up with the process according to your requirement.

 

- If you like to exchange with anther product, contact us and we will send out new ones within 48 hours after confirmation. Please note the exchange service is restricted to the same product or same price range depending on availability.

 

- If you request a refund, the payment will be credited to your Fancy Cellar account for future purchases. Please note we do not offer cash or credit refunds at this time. Once FancyCellar has received the wines and confirmed eligibility, we will arrange for the refund to be made within 7 working days.

What do I do if my product is damaged?

We take great care to make sure that your product arrives in perfect condition. But if the bottles are clearly broken, you must refuse the parcel in question, notify the name of the wines on the delivery note and ask that it be returned to the sender right away. Please take a photo of all products that are broken or damaged, as it may be necessary for us to file a claim with the carrier.

If your package has been damaged and you realize it after you accepted the shipment, please contact contact@FancyCellar.com at once, so that we can figure out an adequate solution. We require you to return damaged products and take a photo of damages so we can figure how to prevent similar problems in the future and proceed with our return process. Please note the exchange service is restricted to the same product or same price range depending on availability.

What do I do if my package does not match with my initial order?

In this case, please contact as quickly as possible our Fancy Team so that we can proceed with the exchange as soon as possible.

What do I do if I don't like my products?

We all have different tastes, and there are a lot of varieties of wines our there. And that is what makes wine culture magical, because no matter what you love, there is a wine out there that is the right one for you! Our Fancy Team works hard to provide a diverse range of top quality wines for our members. Our mandate is always to give as much information as we can to help you make a selection that you will appreciate. Please contact contact@FancyCellar.com whether you have any questions or if you want help in the choice of wines.

 

If you do want to return your wines, in this case you have 7 days to contact our team and return the products. The return costs will be at your own expense. We may then proceed with an exchange or refund, if eligible.

How long does it take to process a refund?

If you request a refund, the payment will be refunded via your payment method. Once Fancy Cellar has received the wines and confirmed eligibility, we will arrange for the refund to be made within 7 working days.

Can I change my shipping address?

You might request modifications to your delivery address in the hour following your order. After an hour, it may not be possible to apply a change because our partners are committed to ship the goods as fast as possible to ensure prompt delivery.