Help Centre

General

Who is Only Cellar?

Only Cellar is a wine marketplace and wine investment platform based in Singapore. We aim to make wine investment as seamless as possible and as effortless as possible to everyone. We provide you direct access to renowned, climate-controlled storage units that allow anyone to invest in wine without a private cellar or storage place.

We also curate our collection to such great extent to ensure the best quality of wines thanks to our trusted partners.

How do I know that Only Cellar is trustworthy?

We are a certified company in Singapore with a Unique Entity Number or UEN. This means that we are legally registered and recognized by the government, which provides a layer of security for our users. Additionally, we implement strict security measures to protect your privacy. The following is our UEN: 202225532G.

Who manages the storage units my items are stored in?

We work closely with a trusted partner, Singapore Wine Vault and London City Bond, to store your valued assets at temperature-controlled storage units. Your assets will be safely monitored by our 24/7 state-of-the-art surveillance and expert operations staff. Needless to say, our facilities are customs approved for storing both in-bond and out-of-bond items.

How does Only Cellar source their wines?

Only Cellar sources wine from a variety of trusted sources, including private collectors, merchants, and the producers themselves. We have established relationships with these sources to ensure the quality and authenticity of the wine we offer on our platform.

Other users can also resell their wines if they purchased and stored them on Only Cellar.

Why should I invest in wine?

Wine investment is a splendid way to diversify your portfolio. Unlike traditional assets like stocks, a wine's valuation does not depend on a company's performance and news cycle. Instead, it appreciates and depreciates depending on its rarity, supply, demand, and the quality of the wine itself.

Account

How to create an account?

Click the profile icon on the top right corner of our homepage, click Sign up now! in the log in page, and fill out your information. Make sure to use an active email that you have access to. We'll send you all notifications to your email.

What if I forgot my password?

To regain access to your account and reset your password, please contact our customer service via email at support@onlycellar.com or WhatsApp at +65 9892 6262.

How to edit my address list?

Click the profile icon on the top right corner of our homepage to open My account page, open Your address page, and click Edit address.

How to edit my address list?

Click the profile icon on the top right corner of our homepage to open My account page, open Your address page, and click Edit address.

About buying

What is the process like for buying?

Once you've signed up and have an account, you can simply browse through our collection, find items you like, see all offers to find your preferred price or location, and buy.

Who are the sellers?

The sellers consist of Only Cellar, vetted merchants around the globe, and other Only Cellar users who wish to sell the assets they bought and stored in Only Cellar.

Why are there multiple offers with different pricing?

Each product has different offers and prices because they are obtained through various sources. This is why different offers will have different locations and different duty status.

Why are some items marked as “available now” and some are not?

We are working with multiple suppliers to ensure the best quality of wine for your assets. Some suppliers require more time to check for availability and price of the items you'd like to purchase. Both our suppliers and our team work as fast as we can to process your orders when the items are not marked as available now.

What does it mean when an item is “in bond” or “out of bond”?

Items that are sold in bond have not had their duty fee paid yet. Our options of both in bond and out of bond items provide you an ease of mind if you'd like to delay payment of such fees. However, your items need to be out of bond, meaning their duty fee paid upfront, if you'd like to ship them to your address.

What is a market price?

Market price is an item's current average or valuation in the market.

What is an offer?

An offer is an item that is available for sale.

What is an asking price?

The asking price is the price set by the seller who is selling the item.

Why should I keep my items in their current location?

We highly recommend this option as it is the most convenient storage plan we have to offer. With this option, you can directly resell your items as soon as your order is completed. Moreover, you don't have to worry about shipping as they stay in the same location. This option includes a monthly fee for storage.

Why should I keep my items in a storage unit?

Our state-of-the-art storage units - located in Singapore and London - are climate-controlled, giving you an ease of mind when it comes to quality preservation. We recommend keeping your items in our storage unit if quality is your utmost concern. This option includes a monthly fee for storage.

Why should I ship my items to my address?

You may prefer to keep your items in your address if you already own a personal cellar of your own. Keep in mind that we may not be able to estimate its growth in value when you choose this option. You are also required to pay duty fee with this option, if your items are in bond.

For now, this option is only available for Singapore addresses. However, rest assured that we are working on making this option available for other regions as well.

Please make sure that someone above 18 is able to receive and sign your order upon delivery. Otherwise, we will mark the shipment as a failed delivery attempt and you'll be charged additional fee for another delivery attempt.

Can I transfer my assets from a storage unit to my address?

This feature isn't available at the moment but we're working tirelessly to make it happen as soon as possible.

Can I store wines I bought outside of Only Cellar in Only Cellar's storage facilities?

Currently, our storage units are only available for items that are purchased on Only Cellar.

Where can I track all the items that are stored in storage units?

You can see and track all your items in your Portfolio page.

Why can't I see all the items I purchased in my Portfolio page?

The Portfolio page only show items that are currently stored in Only Cellar's storage facilities. You can still see all your purchase history on My orders page.

What are my delivery options?

We provide air freight for international shipment and temperature-controlled trucks for local shipment.

What is the estimated time of delivery?

For more information regarding delivery time, refer to the question “When can I receive my order?” in the My orders section.

What payment methods are available in Only Cellar?

Available payment methods include Visa and MasterCard credit card as well as PayNow.

Fees

How are the fees for shipping and last-mile delivery calculated?

We work closely with a reputable logistic partner to safely ship your items both internationally and domestically to your doorstep (also known as last-mile delivery). We’ll charge a flat-rate fee, depending on the number of bottles in a case, for both of these with different costs depending on where the items were sent from.

• From London to Singapore:
• Loose bottles = SGD 100
• Case of 3 and 6 = SGD 150
• Case of 9 and 12 = SGD 250
• From storage units in Singapore to your address in Singapore: SGD 40 for up to 5 cartons per drop-off and SGD 5 for each carton thereafter. The same fee will apply regardless of how many bottles are in each carton.
• These prices are excluding GST.
• You will receive complimentary last mile delivery if your item subtotal is above SGD 1000.

Your items will be shipped in temperature-controlled containers and without transit flights to preserve the quality. Please keep in mind that the prices mentioned are subject to change.

What is a duty fee?

Duty fees is a form of tax levied by each country's customs on imported and exported products and services, particularly alcohol. Paying your duty fee will take your items out of bond - although, please keep in mind that out of bond items cannot be reversed to in bond. Different countries will have different rates for a duty fee. It is, in most cases, mandatory when you ship your items to your address in Singapore.

What are taxes?

GST, or goods and services tax, is a form of taxation in Singapore on the supply of goods and services. According to Singapore Customs, effective January 1, 2023, GST would be raised from 7% to 8% and applied on all orders heading for or arriving in Singapore, regardless of item value.

Singapore GST = (Total duty fee + CIF*) x 8%.
*CIF means cost, insurance, and fright.

When is it mandatory to pay a duty fee?

You will see an option in the checkout page to pay your duty fee when it's not mandatory. When it is mandatory, the fee will be automatically charged to your total bill.

When is it mandatory to pay taxes?

Taxes will be automatically charged to your bill when mandatory. You won't have the option to pay taxes when it's not mandatory.

Should I pay my duty fee upfront?

When a duty fee isn't mandatory, the option to pay duty is completely up to your choice. We recommend you keep your items in bond when storing in our storage unit.

What is a monthly storage fee?

You’ll be charged a monthly fee for storage if you’d like to keep your items in their current location or in our state-of-the-art storage units located in Singapore and London, UK. Both storage options are climate-controlled.

If you’d like to store your items in our UK storage units, we offer a flat rate of $1.50 per unit. Rates are per month and prorated daily.

If you’d like to store your items in our SG storage units, our rates are based on case volume:

• Cases of 4.5L or less: $2/month.
• Cases between 4.5L and 9L: $4/month.
• Cases between 9L and 13.5L: $6/month.

To calculate case volume, multiply the pack size by the volume per unit. For example, a case of 6 units at 750ml each is 4.5L. SG storage for this case is $4/month, while UK storage is $1.50/month.

Will I have insurance coverage for shipping and storage?

Insurance costs are charged on top of your shipping and storage fees, and the cost may vary depending on the type of insurance. Your insurance package will protect your assets against physical loss, damages, and fire. This policy excludes damages such as:

• Rust Oxidation / Discoloration
• Scratching and Chipping
• Change in Temperature
• Infidelity
• Deterioration of Stocks

Below is the pricing breakdown for each type of insurance:

• Air shipping is 0.65% of 110% the total invoice value.
• Complimentary last mile delivery insurance is automatically included in all orders.
• Insurance for storage in the UK cost 0.2% of market price per annum, charged monthly.
• Insurance for storage in Singapore cost 1% of market price per annum, charged monthly.

My orders

When can I receive my order?

The following is the estimated time of delivery depending on your order:

• If you choose to store your items in their current location, your order will be completed within 1-3 business days.
• If you choose to ship your order from our storage unit in the UK to our storage unit in Singapore, shipment will take 7-9 weeks.
• If you choose to ship to your address, items from Singapore will take 3-7 business days, while items from the UK will take 8-10 weeks to arrive.

You will receive an email if your order has been delayed due to unforeseen circumstances. If you received this notification, your order may take 2 to 3 weeks more to ship so that our team can resolve this issue.

Please make sure that someone above 18 is able to receive and sign your order upon delivery. Otherwise, we will mark the shipment as a failed delivery attempt and you’ll be charged additional fee for another delivery attempt.

Can I transfer my items to my address after I choose to store it elsewhere?

We understand you may not wish to commit to a certain storage option, be it in their current location or in one of our units. Unfortunately, the option to transfer your items from one place to another is not yet available. Rest assured, we are working tirelessly to make this happen. Thank you for your understanding.

Why is my order delayed?

We sincerely apologise for any delays during orders. We work closely with Singapore Wine Vault, a renowned logistics partner that specialises in wine and alcohol to safely ship your orders on time. However, some orders may experience delay due to various unforeseen events such as natural disasters or global affairs.

Delayed orders may require 2 to 3 weeks to resolve. For support, reach us via email at support@onlycellar.com or WhatsApp at +65 9892 6262.

My order never arrived. What should I do?

We sincerely apologise for any inconvenience. Please check if:

• The address you provided for your order was accurate.
• Order has exceeded the expected time of delivery.
• You received an email from our team regarding a failed delivery attempt.

If the above conditions are met, you can reach us via email at support@onlycellar.com or WhatsApp at +65 9892 6262.

My order arrived but was damaged. What should I do?

We sincerely apologise for any damaged orders. Please reach our customer service via email at support@onlycellar.com or WhatsApp at +65 9892 6262.

My order arrived but wrong items were sent. What should I do?

We sincerely apologise for any wrong items sent to you. Please reach our customer service via email at support@onlycellar.com or WhatsApp at +65 9892 6262.

Why is my order cancelled?

Some orders may be cancelled because the items are not available with the price we set previously. This may happen to items that are not marked as available now. We understand how inconvenient this is and we're working tirelessly to prevent this from happening.

About Selling

How to become a seller on Only Cellar?

Anyone who has made a purchase and stores their items in any of our storage units can become a seller on Only Cellar. Please keep in mind that you can only resell items that you have purchased from Only Cellar.

At least for now, you can't resell an item that has been shipped to your address.

What items can I sell?

For now, you can only sell items that have been originally purchased from Only Cellar and are stored in Only Cellar's storage facility.

Why can't I sell certain items that are listed in my Portfolio?

You can't sell items that are still on delivery. It is also possible that said item is already listed but not yet been sold.

How do I sell an item on Only Cellar?

To sell, open your Portfolio page, open the assets details of the item, click sell asset on your asset, set your asking price and the amount you wish to sell.

What is a service fee?

A service fee is a 4.5% commission that we take to ensure your experience with Only Cellar will always remain stellar. This fee is charged per transaction.

For example, if your total earning is SGD 1,000, SGD 45 will be taken as a service fee for Only Cellar. You will then earn SGD 955 from this sale.

How much is my expected earnings per sale?

You can see how much you're expected to earn in the Selling details section in the Offer details page.

Can I change my selling price after I listed an offer?

We suggest cancelling your offer and relist it with your preferred asking price.

Can I cancel a listed offer?

You can cancel your listed offer anytime before it's sold. Simply go to your Offer details page and click Cancel.

How can I receive my earnings after I sell my item?

You will receive your earnings in your Only Cellar wallet. You can then withdraw your earnings to your bank account with the minimum amount of SGD 1.

How do I send money from my wallet to my bank account?

You can withdraw your money or earnings from your sales by finding your wallet in the Selling activities page. Keep in mind that the minimum amount to withdraw is SGD 1 and you can only withdraw once a day.

What bank options are accepted in Only Cellar?

We accept Bank of China, Citibank DBS, HSBC, Maybank, OCBC, POSB, RHB Bank, SBI Singapore, Standard Chartered, and UOB. Please wait for 3 to 5 business days for the money to reach your bank account.

Can I save multiple bank accounts to withdraw?

You cannot save multiple bank accounts to withdraw your money. We suggest editing your bank account's details should you wish to withdraw to a different bank account.

Can the wallet be used for transactions in Only Cellar?

We sincerely apologise as you cannot use your balance in your Only Cellar wallet for purchases.

What happens if a buyer complains about their order for my items?

Our customer service team will be investigating their complaint. They will contact you as soon as they can regarding the issue or if there is anything they require from you.

How does an item's duty status affect me when I sell it?

An item's duty status does not affect your sale. Duties and taxes will only apply when items that are in bond are taken out of bond.