Frequently Asked Questions
My Account
How do I register online?
You can register online by completing the registration form. You can also register by selecting "My Account" (top right) where you will find the "Register" button. Once you have completed the registration form, you can start shopping. If you already have an account, please log in by clicking on "My Account" (top right) where you will find the "Register" button. Enter your login details and click on connection.
I forgot my password. How do I reset it?
You can change your password by selecting "My Account" (top right) where you will find the "forgot password?" link. You will then be asked to enter the email address associated with your account. We will send you an email with instructions on how to reset your password. If this email does not appear in your inbox, please check your spam/junk mail folder or contact customer service at 460 7920.
My Order
Can I modify my order once it has been confirmed?
You cannot modify your order once it has been validated.
Can I cancel my order?
Yes, however, a cancellation fee of Rs. 500 is applied.
How do I know if my order is confirmed?
The order number will be displayed on your screen as soon as you have validated your order on the last page "Confirm your order". We will also send you a confirmation email.
How can I view my order history?
Just go to the "My Account" tab, click on "My Orders," and you will find the history of all your orders as well as their status.
Why does Winners need my personal information when I place an order?
When you place an online order, it is necessary to register and create a customer account. This allows you to place your next order more easily on the website and also to send you emails to keep you informed of the progress of your order and to notify you when it is ready for pickup or delivery.
What is the minimum purchase amount to collect my order in-store, or have it delivered?
Your order must be at least Rs 500 for Click & Collect and home delivery services.
Are there any additional fees associated with delivery?
Delivery fees are set at a standard cost of Rs 250 for all orders.
Can I place an order for someone else?
You can place an order for someone else by adding an additional delivery address to your profile. Please note that for any order containing tobacco or alcohol, the person receiving or collecting the order must be over 18 years old and must present an ID. For more information, please contact customer service at 460 7920.
Can non-residents order for their family in Mauritius?
Non-residents can order for their friends or family. Please ensure that the information you provide about the person receiving the order is correct. Also, please send them the order reference.
What happens to my order in the event of a level 3 cyclone alert or heavy rain warning?
In the event of a level 3 cyclone alert or heavy rain warning, our home delivery service may be disrupted in the coming hours or days. Once the alert is lifted, our customer service will contact you to arrange a new delivery schedule.
Home Delivery
When I place an online order, when will the order be delivered?
When you place an online order, you can choose the available date on the website that suits you best. A date can be chosen from +2 days to +6 days. We invite you to contact our customer service for more information on the services offered.
How much do I need to spend for my order to be delivered?
Home delivery is available for orders starting from MUR 500 for a fixed delivery price of MUR 250.
What identification or documents need to be provided when receiving the order?
When receiving the order, you will need to bring the reference number indicated in the confirmation email as well as an ID. We accept NIC, driving licenses, and passports.
How are the products packaged?
We do not offer packaging for the order during delivery/pickup. You will need to make provisions to receive the order.
How do I know if my order is ready for delivery?
We will send you a confirmation email when your order is ready for delivery.
Payments
What payment options are available?
- Click & Collect: Online payment via credit or debit card.
- Home Delivery: Online payment via credit or debit card. The following credit cards are accepted for payments: Visa, MasterCard, Union Pay, and American Express.
Can I pay with my PayPal account?
Unfortunately, it is not possible to pay with a PayPal account at the moment.
Can I pay with a credit card that is not from Mauritius?
Yes, you can use an international credit card.
Can I modify my credit card details after placing my order?
It is not possible to change the payment method or credit card once the order is placed. We invite you to contact our customer service for more information at 460 7920.
Will I receive an invoice or receipt confirming my order and payment?
We will keep you informed at every step of your online order via email from your order to the final invoice when your order is picked up.
What can I do if I did not receive the order confirmation email?
We invite you to first check your spam emails. If you did not receive a confirmation email, please contact customer service who will be happy to assist you.
What is your privacy policy?
You can review our privacy policy page for more information.
Is online payment secure?
Absolutely, at Winner’s, we are committed to ensuring that all your personal data is secure at all times and in accordance with the laws in force. We have integrated a secure payment process using 3-D Secure technology to provide you with additional protection.
Can I use a credit card that is not registered in my name?
Unfortunately, we do not accept credit cards that are not in your name. However, it is possible for a third party to place an order for you.
Will I receive confirmation from my bank that my payment has been authorized?
This depends on your bank and the services provided. We advise you to contact your bank for more information.
What should I do if I have other questions regarding payment?
If you do not easily find answers to your questions on the help pages, we invite you to contact our customer service who will be happy to assist you.
Modifications and Cancellations
Can I modify my order once confirmed?
Unfortunately, it is not possible to modify your order once confirmed.
Can I change the delivery date after placing my order?
Unfortunately, it is not possible to change the delivery date once the order is validated. Please make sure to choose the date that suits you best when confirming the order.
Can I remove or cancel certain products from my order?
Unfortunately, it is not possible to add or remove items from your order once confirmed.
Can I cancel my entire order or part of my order once confirmed?
You can cancel your order by contacting customer service at 460 7920. Note that a cancellation fee of Rs. 500 will be applied.
Returns and Refunds
What is the return and refund policy?
You have three days to return a product from the date of receipt and you must exclusively go to the Trianon store to do so. According to our return policy, the product must be unused in its original packaging and in the same condition as when received. You will need to provide proof of purchase from winners.mu. We invite you to review our return and refund policy.
What can I do if I want a refund for damaged products?
We invite you to contact our customer service as soon as possible.
How can I return a damaged product?
We invite you to contact our customer service as soon as possible.
Can I request an exchange of products instead of a refund?
You can request an exchange in certain circumstances and in-store. Make sure to go to the store within a maximum of three days from the date of receipt of the order.
How will I receive my refund when requested and approved?
Once your refund request has been processed and approved, we will process the refund to your debit or credit card. We invite you to review our return and refund policy for more information.
What should I do if I have other questions regarding payment?
If you do not easily find answers to your questions on the help pages, we invite you to contact our customer service who will be happy to assist you.
Can I return my order if I change my mind? No, you cannot return your order.
My Account
Why create an account on the site?
When you place an online order, it is necessary to create a customer account. This allows you to place your next order more easily on the website and also to send you emails to keep you informed of the progress of your order and to notify you when it is ready for pickup or delivery.
How do I create an account on the site?
Creating an account on the site is simple and quick. When you are on the site, click on the registration button at the top right and fill in the requested information. We will then send you an email confirming the creation of the account.
What information is kept in my customer account?
The information we ask for and hold is your name, address, phone number, and email address.
Are my personal data protected?
Absolutely, at winners.mu, we are committed to ensuring that all your personal data is secure at all times. We have integrated a secure payment process using 3-D Secure technology to provide you with additional protection.
Do I need to register every time I want to place an order?
No, you only need to register once. Then, you will just need to log in with your email address and password.
What should I do if I encounter difficulties with my customer account?
If you encounter any issues with your customer account, we invite you to contact our customer service who will be happy to assist you.
