Frequently asked questions (FAQ)
Frequently asked questions about cellars
To preserve your wine, you can choose between an ageing cellar and a serving cellar. Ageing cellars maintain a stable temperature and optimum humidity level, protecting your bottles from temperature variations and light over the long term. Service cellars, on the other hand, offer effective solutions for preserving and protecting your wines in the short term, bringing them to the ideal temperature for tasting.
A dual-zone wine cellar enables you to store different types of wine at their ideal serving temperatures. For example, our dual-zone wine cellars allow you to set one zone for red wines (approx. 12-18°C) and the other for white and rosé wines (approx. 8-12°C).
Store your bottles according to your preferences, thanks to our cellars that can be customized with accessories. We offer multi-format racks for all types of bottles, in wood or steel wire, with or without a wooden pediment. You can choose between fixed or sliding racks, additional shelves, display racks, plates for vertical storage and bottom drawers to protect your bottles from light.
Please check whether your model is compatible with these options.
Discover also the Vinotag® application which will help you in the management of your wines in your cellar.
The capacity and size of your cellar depends on your wine collection and the space available. We offer models ranging from 12 bottles for quick use, to cellars holding over 330 bottles for collectors.
The ideal temperature for storing wine is between 10 and 14°C. Our versatile aging cellars maintain this temperature range, ensuring that your wines age slowly and develop their aromas unaltered.
After-sales service
Deliveries
Once your order has been dispatched, you will receive an e-mail confirming shipment and a subsequent e-mail containing your tracking number. You can use this number on the carrier's website to track the progress of your delivery.
If you have not received or cannot find your tracking number, please check your junk mail or spam folder. If you still can't find it, please contact our customer service department, who will be able to provide you with the necessary information.
If your order has not been delivered on time, please first check the status of your delivery using the tracking number. If the deadline has passed, please contact our customer service department for assistance.
Returns
If you wish to exercise your right of withdrawal, you have a period of 14 days from the date of receipt of your order. Please contact our customer service department for instructions and a retraction form. Once your request has been validated, we will arrange for the item to be returned and refund your money. Please note that you are responsible for return shipping costs.
If your item has arrived damaged, please contact us immediately with photos of the packaging and the damaged product. We'll help you resolve the problem with a suitable solution, such as an exchange.
Exchanges are possible under certain conditions. Please contact our customer service department to check whether an exchange is possible for your item and to find out how to proceed. Please note that you are responsible for return shipping costs.
You can reach our customer service department using the contact form on our website, by e-mail or by telephone. You'll find all our contact details in the "Contact" section of our website.
troubleshooting
Simply complete the "SERVICE REQUEST" form on the home page of our technical website: interfroidservices.fr. You will be asked to provide your contact details, the nameplate of the device and the fault you have noticed. What's more, if your device is under warranty, you'll need to enclose the purchase invoice.
Warranties cover repairs related to functional failures of the appliance (no more cold production, faulty display system, etc.) not caused by electrical surges, misuse or faulty installation. Please note that doors, glass, handles and other aesthetic parts are not covered by the warranty.
You can repair your device even if it is no longer under warranty. Simply complete the "SERVICE REQUEST" form on the home page of our interfroidservices.fr technical service site. You will be asked to provide your contact details, the make, model and serial number of the appliance, and the problem you have identified. On receipt of your request, our technical department will carry out a pre-diagnosis and send you a repair or diagnostic estimate.
Spare parts
Simply go to the SPARE PARTS menu on the home page of our technical website: interfroidservices.fr and log in. Select your device model to access its parts list. To order an item, click on the basket. If your order concerns a device under warranty, you will need to enclose its invoice when validating your order.
Notices and technical documents
You can access technical documents, including operating instructions, for your wine cellar directly on our website. Go to the Notices and Technical Documents page to download information specific to your model. You'll find all the resources you need to install, operate and maintain your wine cellar.
General information
To install a sliding rack, first remove the adjacent fixed racks. Insert the sliding rack into the rails provided, then make sure it slides in without obstruction.
Multi-purpose or ageing wine cellars are fitted with a carbon filter to renew and filter the air inside your cellar.
This type of cellar, designed for the conservation and storage of wine, is opened much less frequently than a service cellar. To filter and renew the air, an activated carbon filter is essential. In fact, it's advisable to change it once a year to ensure it's working properly. To do this, simply open the cellar door and grasp the filter located in the wall at the bottom of the cellar, pulling it slightly towards you until it is removed. Take the new filter and gently push it in where you removed the old one.
That's all there is to it! Nothing to unscrew or drill. No tools required. It's that simple.
Find our activated charcoal filters here.
The "head-to-tail" bottle arrangement is a method of placing a row of bottles at the back, with the neck towards you, then a row at the front, this time with the bottom of the bottle towards you. The neck of each bottle in the first row is then placed between 2 necks in the rear row. In this way, storage is optimized over several possible heights.
Clean the interior with a soft cloth and a solution of warm water and mild soap. Wipe down shelves and internal surfaces, then allow to dry completely before reconnecting the appliance and replacing bottles.
Refer to the user manual for specific thermostat calibration instructions. Generally, you can adjust the temperature using the digital or manual controls on the cellar control panel.
Our Prestige multi-temperature wine cellars allow you to create several temperatures in the same zone. Our multi-temperature wine cellars are the result of the very best of our technology designed for professionals, and will skilfully divide the cold into 5 or 6 distinct zones: under the control of two temperature probes, one at the top and one at the bottom, the highly sophisticated ventilation system will distribute the cold according to the required temperatures. If you want the same temperature throughout the cellar, simply set the same temperature at the top and bottom.
To find out more, consult our multi-purpose cellar manuals here.
To connect your ECellar cellar to the Internet, follow these steps:
- Create an account on the Vinotag® application.
- Follow the procedure for creating a connected cellar via the application.
- You will need to enter your Wifi password to establish the connection.
- The first time you use your cellar, scan the QR code located under the master case, top right of your cellar.
Your cellar will be connected and ready for remote management.
- Use your cell phone to open the Vinotag® application.
- Create a digital cellar by selecting " Cave Connectée " and choose your Apogée cellar reference from the list.
- If you already have a Vinotag® account, go to " My account " and click on " Add a cellar ", then select "Cave Connectée".
- The application will connect to your physical cellar, which must be plugged in and properly installed.
- Once the cellar has been detected, select your Wifi network, or enter the network name if it's not displayed, and enter the password to connect your cellar to the network.
- If the " Wifi " icon is displayed permanently, the Wifi connection is successful. If it flashes, the cellar is unable to connect, so please reset the Wifi connection.
If you can't find your cellar in the Vinotag® app, it's possible that your model isn't classified as a remote-controllable cellar. Cellars in this category feature advanced functions such as remote management of light, temperature and alarms via the app. If your cellar doesn't have these options, it could be in the unconnected or basic cellar section of the app.
Check the different categories of the app, and if the problem persists, contact our support department for further assistance.
Installation and operation
To choose the best wine cellar, assess your needs in terms of storage capacity, type of wine (red, white, champagne), features (single-temperature or multi-temperature), and location (built-in or freestanding, as well as the room).
La Sommelière offers a 2-year warranty on its wine cellars, covering manufacturing defects and malfunctions. What's more, we guarantee the availability of spare parts for 10 years, ensuring worry-free maintenance and servicing.
We also have an in-house after-sales service, to guarantee you fast, efficient assistance when you need it.
For the management of your end-of-life wine cellar, you can contact specialized local services or appliance collection points. When you make a new purchase from La Sommelière, you can also inform the carrier of your wish to return your old appliance, and they will collect it for you.
Is the temperature inside your cellar different from that displayed on the digital screen? Don't worry, it's natural to have a temperature difference inside the cellar. Air circulation naturally evens out the temperature inside the cellar. Cold air sinks and warm air rises. This difference can also be explained by the positioning of the temperature sensor.
The activated carbon filter is an essential piece of equipment in the operation of an ageing wine cellar. It ensures optimum circulation of the ambient air in the cellar to renew the air and allow your bottles to "breathe". Activated carbon eliminates anything that could harm your wine: dust, odors and other particles. Its action helps preserve the quality of your wine.
Find out more about our activated charcoal filters here.
A wine cellar equipped with a Winter system is an asset, allowing your cellar to be stored in an unheated room, such as a garage, basement or laundry room.
Technically, the "winter" system indicates that the cellar is equipped with a heating resistor. So, if the outside temperature drops, the heating system is automatically triggered to maintain the set temperature inside the cellar.
However, please ensure that the ambient temperature remains above 5°C and below 38°C to preserve your bottles.
Many wine cellars are equipped with an "anti-vibration" system, as vibrations are essential for optimal wine rest. To preserve wine in the best possible conditions, it must be stored in a vibration-free appliance, which is just as important as the absence of light, humidity and temperature.
Technically, the anti-vibration system built into your wine cellar reflects the presence of pads placed under the compressor to suppress the vibrations it emits when it starts or stops.
On our product sheets, in our catalog and on the energy labels of our wine cellars, the maximum capacity in number of bottles is always indicated. All our cellar capacities are checked and certified by a bailiff, and are calculated with light Bordeaux bottles (75cl) arranged head to tail, and with a minimum number of shelves (depending on the product).
The climate class indicated in the wine cellar's technical specifications corresponds to the ambient temperature range to be respected when installing the cellar. In other words: for your wine cellar to function properly, it must be installed in a room whose ambient temperature falls within the given climate class.
This new technology combines the reliability of thermoelectrics with the performance of compressor cooling. Highly precise, it is already used in cutting-edge applications such as satellite and microprocessor cooling. This technological innovation gives you total control over thermal regulation. And because there's no compressor, your wine is totally vibration-free, and you benefit from greater silence.
On some models equipped with this feature, a visual and/or audible alarm is triggered if the temperature inside the cellar persistently deviates from the programmed temperature, which can be the case if the door is not properly closed or in the event of a power failure.
The use of low-energy LEDs provides a soft, harmless light for your wine bottles.
Purchase and Distribution
To become a distributor, please contact the following person for more information: [email protected]
Features and Technology
Humidity
The ideal humidity in a wine cellar is between 50 and 80%. A humidity level of less than 50% causes the upper part of the cork to dry out, shrink and allow air to pass through. On the other hand, too high a humidity level (over 80%) leads to unpleasant odors and damaged labels.
Is low humidity detrimental to my wine?
No, rest assured, this phenomenon has a minimal impact on the wine. The cork may dry out, but your wine won't spoil. Before you panic, add a bowl of water to your cellar and wait for it to evaporate completely. Is the hygrometry rising again?
Can too much humidity harm my wine?
No, rest assured, this phenomenon has minimal impact on the wine. The worst thing that can happen is for the labels to peel off. There are label-protecting sprays on the market. Before contacting the after-sales service, there are several questions you should ask yourself:
How long have you had your wine cellar?
If it's a multi-purpose or ageing wine cellar, check your charcoal filter first. Have you changed it this year? It's essential to change it every year. If you haven't done so, we suggest you buy a new one from your wine cellar manufacturer's website, making sure it's compatible with your model.
How many hygrometry readings have you taken to estimate that the humidity level is too low?
One reading a day is not enough (constant fluctuations), so please take 1 reading every hour on average, for one day. Check the reliability and accuracy of your hygrometer, preferably using an electronic min/max hygrometer with a remote display. If your cellar is equipped with a hygrometry display, don't hesitate to use it.
Where is the thermostat located? What is the cellar temperature?
The higher the temperature in your cellar, the higher the humidity reading. Check that the seal is not damaged, to ensure that your cellar is perfectly airtight.
In which room have you installed your cellar?
- If the cellar is located in a closed room, air the room frequently.
- If the cellar is located in an unheated room, at a certain time of year (mainly spring or autumn) your cellar will go into "stand-by" mode and the green and red LEDs will go out. This is normal, as the ambient temperature is equal to the required temperature of your cellar, and the hygrometry will also follow that of the room. The humidor will activate once there is +/- 2°C difference between the 2 temperatures (ambient and set).
If the humidity level remains low despite your best efforts to regulate it, please contact us.
First of all, please check the following points:
Check the charcoal filter
If your wine cellar is equipped with a charcoal filter, it should be changed once a year. If this applies to you, please first check that your filter is not too old (i.e. in place for more than 1 year) and, if necessary, change it.
Is the drain blocked?
The drain hole at the bottom of your cellar needs to be cleared so that the water can drain normally behind the cellar into a plastic container above the compressor. There's no need to empty the back tray, as the heat from the compressor will evaporate the water collected.
Is the unit level?
It's important to tilt your cellar slightly backwards (using the adjustable feet under the cellar) to force the water to go into the drain hole and not to the bottom of your cellar, which can be unpleasant for your wines. If, despite these precautions, water continues to accumulate at the bottom of the tank, contact us at interfroidservices.fr.
Temperature
How can I be sure of the temperature?
Wondering how to be sure that the temperature in your cellar is neither too low nor too high? The most practical solution is to place a submersible thermometer (such as a swimming pool thermometer) in a glass bottle filled with water to get the exact temperature in the liquid. The reading should be taken after at least 24 hours of operation. Only then will you be able to judge whether your cellar is properly regulated. If you notice a difference between your reading and the set temperature, contact us. The installation of a data logger is reserved for technicians. However, before doing so, please check the following points:
Check thermostat position: Set the thermostat to a lower cooling demand (see instructions).
Check door closure: Is the door closed properly? Check that a bottle is not blocking the door closure.
Check the compressor: Unplug the cellar and contact us via our technical service contact form.
Ice forming inside: Is ice forming inside your wine cellar? Unplug the appliance and let it defrost. If the phenomenon persists, contact our After Sales Service.
Error message
If an error message appears on your wine cellar's digital display, please refer to your appliance's instruction manual. Instructions for use are available on the " Notices and technical documents " page.
You may see symbols or warning lights on the display of your wine cellar. Don't worry, warning lights are there to attract your attention, but they don't necessarily predict the worst.
Below is a short list of the symbols that most regularly cause concern among wine cellar users:
- Flashing snowflake symbol = the cellar is in need of cooling and is about to start up.
- Fixed flake symbol = compressor running, so the cellar is cold.
- Fixed heating symbol = the cellar is producing heat because the temperature inside the cellar is too low (generally visible in winter).
Any other technical questions?
