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Frequently Asked Questions

Here are some common questions we receive. If you can't find the answer to your question, feel free to contact us on 1800 782 753 or Contactus@winc.com.au and we'll do our best to help.

Orders

  1. How do I check the current status of my order?
  2. Where can I find my order number?
  3. How can I check what I had ordered previously?
  4. How do I redeem coupon codes when I'm placing an order?
  5. Can I use my company's internal order or purchase order number?
  6. Can I add one or more items in an order I've already submitted?
  7. How do I cancel my order?
  8. Who is the best contact if there is a problem with an order or delivery?
  9. Why is my order split and delivered in 2 separate deliveries?
  10. How will I know when my order will come in separate deliveries?
  11. Why are some of my ordered items on backorder?
  12. What is this 1 charge on my credit card?

Delivery

  1. How much will delivery cost?
  2. Where can Winc deliver to?
  3. How long will delivery generally take?
  4. How do I check my delivery status?
  5. Which days do you make deliveries?
  6. I won't be in tomorrow to accept my delivery. What can I do?
  7. Can I have the items delivered today if I ordered today?
  8. Do I have to wait in the office or at home all day to receive my order?
  9. Can I agree on a different delivery date?
  10. Do you send goods abroad?
  11. Is an invoice enclosed with the order?
  12. What should I do if I've got a complaint?

Returns

  1. What are the conditions for returning goods?
  2. How do I return something I've ordered?
  3. When the driver comes with a new order or a follow-on delivery, can I give him the goods I want to return?

Website

  1. What do I do if I forget my password?
  2. Who can I contact if I am having technical difficulties with the website?
  3. What happens to my order if my Internet connection is accidentally disconnected?
  4. Can I use Winc.com.au securely?
  5. What are "cookies"?
  6. How does Winc use my personal data?

Payment

  1. What type of payment does Winc accept?
  2. Can I pay for my products in instalments?
  3. Can I pay cash on delivery?
  4. Are there any additional fees and charges?

Orders

How do I check the current status of my order?

You can contact us on 1800 782 753 to check your order status.

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.

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Where can I find my order number?

You can view your current and past orders when you go to the Orders tab in your account. In the View Orders section, you will see your order and its order number. If you cannot find this number then contact us on 1800 782 753 or Contactus@winc.com.au and we will help you track this down.

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How can I check what I had ordered previously?

You can see this in the Order History section of your Winc account. After you have logged in, you can view your Order History within the Orders tab. Your Order History contains each order and its items you have ordered.

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How do I redeem coupon codes when I'm placing an order?

When you click to view your basket, you will see a Coupon Code section on the top right of the screen. Enter your coupon code here and click the Add to Cart button. The coupon discount will then be applied to your cart.

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Can I use my company's internal order or purchase order number?

Yes you can. You will be able to enter this information when we collect your delivery address details during checkout. Your purchase order number will then appear on your tax invoice. You may also include additional internal tracking information to help you manage your order as applicable. But please note that this information is for your use only and will not be reviewed by staff here at Winc.

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Can I add one or more items in an order I've already submitted?

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.

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How do I cancel my order?

When an order is placed it cannot be cancelled. If you believe that you have placed an order in error, please contact our Customer Service Team on 1800 782 753 as soon as possible.

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Who is the best contact if there is a problem with an order or delivery?

If you need any help, please don't hesitate to contact us on 1800 782 753 or email us at Contactus@winc.com.au.

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Why is my order split and delivered in 2 separate deliveries?

In order to provide customers with a huge range of products we may on occasion need to pick a product that is not located in the local warehouse. This is what will cause your order to be split and sent in separate deliveries.

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How will I know when my order will come in separate deliveries?

You will receive a system generated Sales Order Confirmation email containing a sales document. This document will inform you of the items which will come in separate deliveries.

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Why are some of my ordered items on backorder?

Your items are on backorder because we don't have enough stock on hand to fulfil your order. We will notify you of any backordered items on your Sales Order Confirmation which is sent out to you via your Order Confirmation email.

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What is this 1 charge on my credit card?

After placing your order, a 1 pending charge will show on your credit card. This authorisation allows us to check your card and mitigate the risk of fraud. The 1 is never billed and will disappear after a couple of days.

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Deliveries

How much will delivery cost?

Cost of delivery will depend on your delivery location. For metro areas:

  • Orders over 55 (inc GST) will receive free delivery. (55 minimum applies to what you actually pay after any discounts).
  • Orders below 55 (inc GST) will incur a delivery fee of 5.5 (inc GST).

For regional and country areas:

  • A flat fee of 11 (inc GST) will be charged on all deliveries to eligible serviced regional and country areas.

For remote areas:

  • A flat fee of 19.95 (inc GST) will be charge on all deliveries to remote areas

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Where can Winc deliver to?

We deliver to mainland Australia and Tasmania. For a list of locations we deliver to, please see our Delivery page.

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How long will delivery generally take?

Delivery time will depend on your delivery address. For metro areas, it will be next day if your order is placed before 3pm on the day before. For regional, country and remote areas, you will receive your order within 2 to 5 working days. For more information please visit our Delivery page.

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How do I check my delivery status?

Please contact customer service if you would like an update on your delivery status. We won't be able to provide you with the exact time of the delivery, as we do not know which route the driver will take. We will be able to inform you whether or not the order has been dispatched for delivery that day.

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Which days do you make deliveries?

Deliveries are made from Monday to Friday between 8.00am and 5.00pm. There are no deliveries on weekends or public holidays. If you have any queries regarding your order please contact us 1800 782 753 contactus@winc.com.au.

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I won't be in tomorrow to accept my delivery. What can I do?

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.

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Can I have the items delivered today if I ordered today?

Unfortunately we do not offer same day delivery.

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Do I have to wait in the office or at home all day to receive my order?

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.

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Can I agree on a different delivery date?

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.

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Do you send goods abroad?

No, we only deliver within Australia.

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Is an invoice enclosed with the order?

Yes, your delivery will include a tax invoice.

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What should I do if I've got a complaint?

Should anything be less than 100% with your order, the products or, the delivery please contact us on 1800 782 753 or email us at Contactus@winc.com.au and let us know so we can improve our service.

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Returns

What are the conditions for returning goods?

You may return goods for a replacement, credit or full refund if the goods are damaged, failed to be of acceptable quality or you've changed your mind. For full details please see our Returns Policy.

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How do I return something I've ordered?

You can login to your account and return your goods through the Online Returns section. Or you can call us on 1800 782 753 and we will advise you on how to return the product.

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When the driver comes with a new order or a follow-on delivery, can I give him the goods I want to return?

Our drivers are not able to accept returns. Please speak with our Customer Service to arrange the best way to facilitate your returns.

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Website

What do I do if I forget my password?

If you forget your password, enter your email address in the Forgot your password section of the Login page and follow the steps to reset your password.

If you are still having problems, please contact us on 1800 782 753 or via Contactus@winc.com.au.

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Who can I contact if I am having technical difficulties with the website?

Please contact customer service on 1800 782 753 or by email Contactus@winc.com.au if you are experiencing any technical difficulties.

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What happens to my order if my Internet connection is accidentally disconnected?

If your browser accepts cookies, your items may still be available in your shopping cart when you return to the website. The cookies will store your basket items on your computer which saves you from adding them back into your cart.

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Can I use Winc.com.au securely?

We maintain strict measures to only allow authorised individuals access to their personal information.

Our website is a "Secure Site" recognised by Thawte, a leading computer network security company. If you believe that someone has improperly used personally identifiable information about you or has made purchases that you did not authorise, please contact us immediately.

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What are "cookies"?

Cookies are small data files. Our website uses cookies for the purpose of providing you with a smooth shopping experience, such as saving your login name and your password (if you have chosen this option in your computer settings) and keeping your items in your shopping basket if you leave the site before checking out.

This does not give us any control over your computer. Some of our business partners whose websites you can access from our site may also use cookies, but we have no access to them and/or control over them. Please see our Cookies page for more information.

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How does Winc use my personal data?

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.

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Payment Options

What type of payment does Winc accept?

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.

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Can I pay for my products in instalments?

No, Winc does not offer this service.

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Can I pay cash on delivery?

No, Winc does not accept cash on delivery.

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Are there any additional fees and charges?

At Winc.com.au you will not incur any additional fees and charges when placing orders. We do not charge for:

  • the use of credit cards
  • large, bulky or heavy items
  • special orders
  • administration fees
  • setting up and administering business credit accounts

Any delivery charge will be calculated at the time of checkout. For more information on our delivery charges visit our Delivery page.

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