For fast and easy support, select from the topic areas below to view frequently asked questions which may help resolve your query.
Keep up to date on the current status of your order by visiting Track Orders page. Tracking information is also available on your order confirmation email. When your order has been picked and packed, you will receive an email informing that your order has been dispatched from our warehouse and is on its way to you.
To view your previously ordered products, go to the ‘Account’ icon and select ‘Previously Ordered Products’.
You can view your current and past orders, including your order numbers, when you go to the ‘Account’ icon and select ‘Create New / View Orders’. Then select ‘Order History’ and each of your current and past orders, including order numbers, will show. You can also find your order number on your order confirmation email.
Under ‘Account’ you will also be able to locate ‘Find Invoice’. Use ‘Search all orders’ to enter your NET Order / Invoice / Delivery Note reference number to view or download a copy.
Yes, you can have one or more people setup as Approvers. You can change a user’s settings to specify the situations when an order is to be sent to an Approver before it is completed.
In order to provide our extensive range sometimes a product is not located in your local warehouse and it will be shipped from an alternative location. Sometimes products will be out of stock and sent in separate deliveries when they become available.
Your items are on back order because we don't have enough stock on hand to fulfil your order. We will notify you of any back ordered items on your Sales Order Confirmation which is sent out to you via your Order Confirmation email.
To view back orders, go to the ‘Account’ icon and select ‘Back Orders’.
There may be times where your items may come in separate deliveries. You can check the status of your remaining items on our Track Orders page.
If you have received your order and invoiced items are missing, you may initiate a return within 14 days of the delivery date free of charge for full credit, refund or replacement. To raise a return or replacement request go to Account > Order History, select the respective order and click ‘Online Return / Missing Items’. For full details please see our Returns Policy.
If the items missing from your order have not yet been invoiced and are showing as backordered, you can keep up to date on the current status of your backordered items by visiting our Track Orders page.
We deliver to mainland Australia and Tasmania.
Cost of freight will depend on your delivery location. For Zone 1 areas:
For Zone 2 areas:
For Zone 3 areas:
Please note, bulky items such as furniture may attract additional freight.
To check to see which delivery zone you fall under, add an item to your cart (for furniture and bulky items additional fees may apply) and proceed to the last step of checkout and enter your address. Your delivery fee will be automatically calculated. You do not have to submit your order and can return to the website to continue shopping.
To check freight for an individual item, please add it to your cart and proceed to the last step of checkout and enter your address. Your delivery fee will be automatically calculated. You do not have to submit your order and can return to the website to continue shopping.
If you would like advice on bespoke installations or a special large order requirement, our Furniture Hub specialists would be delighted to assist. They can be reached at furniture.hub@winc.com.au.
Delivery time will depend on your delivery address. For in-stock items in most major metro areas, it will be next day if your order is placed before 5pm the day prior. For more information please visit Shipping & Delivery.
Deliveries will be made between 8.00am and 5.00pm Monday to Friday, excluding national holidays. More specific timings are unable to be provided.
If no one is at the address at the time of delivery you can give us the authority to leave the order behind by simply completing the Authority to Leave section during the checkout process.
Unsuccessful deliveries can happen for a range of reasons, if you have tracked your order via Track Orders and your delivery is showing as unsuccessful, please use our live chat function on the website to confirm your delivery details, opening hours or any additional delivery instructions the driver may need to complete your delivery.
Unfortunately we do not offer same day delivery.
Unfortunately we do not offer this service unless the order is for furniture within the Winc Everyday Furniture Range by prior agreement. Please call our Customer Experience Team on 13 26 44 to arrange purchase of any furniture within the Winc Everyday Furniture Range with collection at a Winc Distribution Centre. You will be notified of identification requirements when any order is available for collection.
For security it is better if someone accepts the goods and signs for the delivery.
If you are not there, the driver will leave a note with a telephone number. Use this number to contact us to organise a new delivery date.
If you think you are not going to be available to sign for the order you do have the option to give us the authority to leave the order behind by simply completing the Authority to Leave in the checkout process.
Unfortunately we cannot deliver your order at a pre-determined date. As soon as an order is placed, we will get it to you as soon as possible.
If no one is at the delivery address to collect the order, the driver will leave a note with a telephone number. Please use this number to contact us and organise a new delivery date.
Your delivery will include a tax invoice or delivery note. Which type you receive is determined by your account set-up.
Yes! Build an order like you usually do, then click ‘Complete Order’ and select ‘Recurring Order’ in ‘Shipping Scheduling Options’ to set your recurrence options. Please note, the day / date you select when setting up a ‘Recurring Order’ is the day / date the order will be submitted to Winc for processing, not the delivery day / date.
Yes, you can. You will be able to enter this information when we collect your delivery address details during checkout. Please enter this information into the ‘Your Order Reference’ field. Your purchase order number, internal order or order reference will then appear on your tax invoice. You may also include additional internal tracking information in this field to help you manage your order as applicable. But please note that this information is for your use only.
Yes, you can. If you do need to make changes to an order you can reclaim the entire order (assuming it has not been approved yet) and then resubmit it for approval. If you reclaim an order, the Approver will be notified of this by email.
Once an order is placed, you cannot add any more items to it. If you would like to order more products, you will have to place another order.
When an order is placed it cannot be cancelled. If you believe that you have placed an order in error, please contact us using the live chat function on the website as soon as possible.
We accept payment by credit card (Visa, Mastercard and American Express). We also have a Business Credit Account with 30 day payment terms. Visit our Business Credit Account page for more information. Winc does not accept cash on delivery, AfterPay or payment in instalments.
N/A stands for "not available/applicable". You may see it in any of the following circumstances:
Yes, we do! We can organise to have your products assembled within metropolitan areas in Sydney, Melbourne, Brisbane, Adelaide, Gold Coast, Townsville, Geelong, Newcastle, Central Coast (NSW), Wollongong, Hobart, Launceston, Canberra, Darwin and Perth. Simple look for the ‘add assembly’ icon when making your furniture purchase on our website and select it to include it as part of your order or contact our Customer Experience team using the live chat function on our website if this functionality isn’t available to you.
| Product | Rate (ex GST) | ||
| 18907954 | Assembly Service - Visitor Chair / Cafe Chair / Bar Stool | $15.00 | ||
| 18907955 | Assembly Service - Task Chair / Manager Chair / Pedestal | $35.00 | ||
| 18907956 | Assembly Service - Desk / Meeting Table / Return / Bookcase / Shelving | $60.00 | ||
| 18907957 | Assembly Service - Workstation / Cupboard / Credenza | $75.00 |
To submit an online return, go to the ‘Account’ icon and select ‘Online Returns’. For full details please see our Returns Policy.
You may return goods for a replacement, credit or full refund if the goods are damaged, failed to be of acceptable quality. For full details please see Returns Policy.
You may return goods that have been ordered by mistake or for change of mind (except food, drinks, computer hardware, first aid products, masks, respirators, clearance items, specially purchased products, furniture, textbooks, made to order products or any other product marked as Non-Returnable on our website) within 21 days of delivery in exchange for a full credit, provided that the goods are in “as new” condition and in undamaged original packaging. You will be charged a restocking fee of 9.95excluding GST.
There may be times where your items may come in separate deliveries. You can check the status of your remaining items on our Track Orders page.
If you have received your order and invoiced items are missing, you may initiate a return within 14 days of the delivery date free of charge for full credit, refund or replacement. To raise a return or replacement request go to Account > Order History, select the respective order and click ‘Online Return / Missing Items’. For full details please see our Returns Policy.
If the items missing from your order have not yet been invoiced and are showing as backordered, you can keep up to date on the current status of your backordered items by visiting our Track Orders page.
If you receive the wrong goods, you may initiate a return within 14 days of the delivery date free of charge for a full credit, refund or replacement.
Any goods that are faulty (other than from your negligence or misuse) may be returned free of charge for a full credit, refund, replacement or repair at Winc’s discretion. For warranty claims, you may contact the manufacturer or Winc.
Our drivers are not able to accept returns without the required return authority paperwork. To submit an online return, go to the ‘Account’ icon and select ‘Online Returns’. For full details please see our Returns Policy.
You can reset your password on the sign-in page or here.
Contact your Group Administrator or our Customer Experience team using the live chat function on our website.
This means that either you have logged in incorrectly more than six times, or you have not logged in for over 12 months. Because of this, your username has been temporarily disabled.
You need to contact your Group Administrator or our Customer Experience team using the live chat function on our website to reactivate your username.
This means either:
We recognise that the biggest difference we can make is the way we approach our supply chain - ensuring the ethical sourcing of products and offering our customers environmental preferable products. As part of our commitment to sustainability, we have developed the EarthSaver classification to assist our customers in identifying products that meet environmentally preferable product criteria.
EarthSaver Criteria
Keeping up with sustainability is as easy as keeping your eye out for our EarthSaver logo. This classification means a supplier has met our ethical sourcing requirements and the product meets one or more of the following criteria:
The EarthSaver range includes products from categories such as:
We recommend customers use a modern browser, such as Google Chrome, Firefox or Microsoft Edge.
Single sign-on (SSO) is an authentication process that allows a user to access multiple applications with one set of login credentials by logging in via an identity provider. An example might be a person who uses their LinkedIn username and password to login to Winc via their LinkedIn account.
We support SAML2 and Oauth2 for single sign on. Please speak to your Winc Account Manager to set up SSO.
Yes, if you'd prefer not to use SSO, we can disable it and re-enable your username and password. If you’d like to change back, please contact our Website Support Team.
Should anything be less than 100% with your order, the products or, the delivery please contact us using the live chat function on the website.
We may use your personal information for credit checks, to market our goods and services and to receive payment. For full details regarding how we use personal data, please see our Privacy Policy.
For urgent enquiries, please use Live Chat on our website so we can respond to your query faster.
Please have your username, account number and current order number readily available when you contact us.
You can locate your account number on Winc invoices and delivery dockets, order confirmation emails or under 'My Account' when logged in to your account online.
Call us: 13 26 44
Mon-Fri 8am - 7pm AEST
We are currently experiencing a high volume of calls and wait times may be longer than usual.
