Search
All Categories
    Menu Close

    Frequently Asked Questions

    My order

    How do I register online?

    You can register online by completing this registration form.

    You can also register by selecting ‘My account’ (top right) where you will find the ‘Register’ button.

    Once you have filled in the form and register you can start your shopping.

    Alternatively, if you already had an account, please sign in by clicking on ‘My account’ input your credentials and click on login.

    I’ve forgotten my password. How do I create a new one?

    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 assigned to your account. We will send you an email telling you how to reset your password. If this email doesn’t appear in your inbox, please check your spam/junk folder or contact the customer service on the 202 0707.

    Can I modify my order once it has been confirmed?

    You cannot modify your order once placed.

    Can I cancel my order?

    Yes, however, a cancellation fee of Rs.500 is applied.

    How do I know if my order is confirmed?

    You will see the order confirmation and the reference number on your screen as soon as your order is placed. We will also send you a confirmation by e-mail.

    How can I view the history of my orders?

    Simply go to the “My Account” section of the website, click on “Orders” and you will find the history of all your orders and their status.

    Why does Winners need my personal information when I place an order?

    When you place an order online, it is necessary to register and create a customer account. This makes it easier to place your next order on the website and also to be able to send you emails to keep you informed of the progress of your order and to notify you when it is ready to be picked up or delivered.

    What is the minimum purchase amount to be able to collect my order in store or be delivered?

    Your order must be at least Rs.500 for both Click & Collect and Home Delivery service. 

    Are there any additional costs related to delivery?

    The delivery costs are set at a standard cost of Mur 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 of age and must show proof of identity. For more information, please contact the customer service on the 202 7070.

    Can non-residents order for their families in Mauritius?

    Non-residents can order for their friends or families. Please ensure that the information you provide on the person who will receive the order is correct. Please also send him the order reference.

    What happen to my order in the event of a Level 3 cyclonic alert or notice of heavy rain?

    In the event of a Level 3 cyclone alert or notice of heavy rain, our home delivery service may be disrupted in the hours or days to come. Once the alert has been removed, our customer service will contact you to organize a new delivery schedule. 

     

    Home Delivery 

    When I place an order online, when do I receive it?

    When you place an order online, you can choose the available delivery slot of your choice on the date that suits you best. A date can be chosen from +2 days to +5 days. We invite you to contact our customer service for more information on the services offered.

    How much do I have to spend to have my order delivered?

    Your order must be at least Rs.500 for home delivery inclusive of the delivery and bagging fee.

    What identity documents or documents must be provided at the time of receipt of the order?

    When you receive the order, you will need to bring the order reference number stipulated in the confirmation email as well as an identity document. We accept NIC, driver’s license and passport.

    How will the products be packaged?

    At the time of finalizing your order online via the check out, you will have the option of having your products packed by us in plastic bags with service-related costs amounting to Mur 25.

    How do I know when my order is ready to be delivered?

    We will send you a confirmation email when your order is ready to be delivered.

     

    Payments 

    What are the payment options available?

    Click & Collect service

    Online: Credit/debit card

    In store:  Credit/debit card, Juice by MCB and Cash

    Home Delivery

    Online: Credit/debit card

    On Delivery:  Credit/debit card, Juice by MCB

    The following credit cards are accepted for payments: Visa, MasterCard, Union Pay and American Express. 

    Can I pay using my Paypal account?

    It is unfortunately not possible to pay using a Paypal account at the moment.

    Can I pay using a credit card that is not from Mauritius?

    Yes, you can use an international credit card.

    Can I change my credit card details after placing my order?

    It is not possible to change the payment method or credit card once the order has been placed. We invite you to contact customer service who will happily assist you.

    Will I receive an invoice or receipt confirming my order and payment?

    We will keep you informed at each stage of your online order by email from your order through the final invoice when you collect your order.

    What can I do if I have not received the order confirmation email?

    We invite you to check in your spam emails first. If you have not received a confirmation email, please contact customer service who will be happy to help you.

    What is your privacy and privacy policy?

    You can consult the page on our privacy notice for more information.

    Is online payment secure?

    Absolutely, at Winner’s, we are committed to ensuring that all of 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.

    Can I use a credit card that is not registered in my name?

    Unfortunately, we do not accept credit cards which are not in your name. It is however possible that a third person places an order for you.

    Will I receive confirmation from my bank that my payment has been authorized?

    It 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 more questions relating to payment?

    If you cannot find the answers to your questions easily on the help pages, we invite you to contact our customer service who will be happy to help you.

    Modifications and cancellations

    Can I modify my order once confirmed?

    It is unfortunately not possible to modify your order once confirmed.

    Can I change the delivery schedule after my order has been placed?

    It is unfortunately not possible to change date of delivery slot once the order has been placed. Please make sure that during the payment process, the chosen date slot is the most convenient for you.

    Can I delete or cancel certain products from my order?

    It is unfortunately 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 the customer service on the 202 0707. 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 go to the store in Winner’s Trianon exclusively to be able to do so. In accordance with our return policy, the product must be unused, in its original packaging and present the same conditions as on receipt. You will need to show proof of purchase at winners.mu. We invite you to consult our return and refund policy.

    What can I do if I want to be reimbursed in case of 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 under certain circumstances and in the winners.mu store in Winner’s Trianon only. Please make sure to go to the store within a maximum of three days from the date you receive the order.

    How will I receive my refund when it has been requested and approved?

    As soon as your refund request has been processed and approved, we will proceed with the refund on the debit or credit card used for payment or by cash. We invite you to consult our return and refund policy for more information.

    What should I do if I have more questions relating to payment?

    If you cannot find the answers to your questions easily on the help pages, we invite you to contact our customer service who will be happy to help you.

    Can I return my order if I change my mind?

    No, you cannot return your order.

     

    My account

    Why should I create an account on the site?

    When you place an order online, it is necessary to create a customer account. This makes it easier to place your next order on the website and also to be able to send you emails to keep you informed of the progress of your order and to notify you when it is ready to be picked up or delivered.

    How can I create an account on the site?

    Creating an account on the site is quick and easy. When you are on the website, click on the register button at the top right and fill in the requested information. We will then send you an e-mail confirming the creation of the account.

    What information is held on my customer account?

    The information we request from you and that we will hold is your name, address, telephone number, and email address. To review the information we are storing about you, click on ‘My Account’ section and choose ‘GDPR tools’.

    Is my personal data protected?

    Absolutely, at winners.mu, we are committed to ensuring that all of 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 have to register each time I want to place an order on winners.mu?

    You do not have to register for every visit. Once your account is created, you can simply log into your account using your email address and password.

    I forgot my password, what should I do?

    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 assigned to your account. We will send you an email telling you how to reset your password. If this email doesn’t appear in your inbox, please check your spam/junk folder or contact the customer serviceon the 202 0707.

    I cannot connect to my account, what can I do?

    Usually, customers fail to connect when their emails or passwords are incorrect or not recognized by our system as those used when registering on our site. If your problem persists, we invite you to contact our customer service who will be happy to help you.

    Can I see my previous orders?

    You can view all of this information by logging into My Account, then go to the “Orders” section.

    How can I change my personal information once the account is created?

    If you want to modify your information, you can log into My account on the site using your identifiers and see your information on the “Customer Info” tab. You can then modify the fields that you want to change and save. We will send you an email confirming that you have made changes to your customer account.

    Can I save my favorite products to a shopping list so I can order again?

    You can save or delete your favorite products by clicking on the ‘Heart’. The products will also be added to the ‘Wishlist’ list.

     

    Products and prices

    Are all the products available in stores also online?

    Most of your favorite products are available online.

    Are the prices displayed on the site the same as in stores?

    Yes, the prices are the same in stores and online.

    Can fresh products be ordered online?

    Yes, you will find the same range of products online as in stores.

    How will my fresh and frozen products be delivered?

    We guarantee quality and freshness in all orders that we prepare for you. Our delivery trucks are equipped with a double compartment to ensure the conservation of different types of products thus keeping fresh products at 4 degrees and products frozen below -18 degrees.

    Will I receive quality products in good conditions?

    Our goal is to provide our customers with the best possible shopping experience, and our in-store team dedicated to choosing and packaging your products makes sure to do so professionally to guarantee product quality.

    What should I do when certain products are damaged during transit or upon receipt?

    You are required to verify your order upon delivery. In the event of receipt of a damaged product, we invite you to go to the winners.mu store in Trianon or to contact our customer service as soon as possible within a maximum of three days from the date of receipt of the order.

    What should I do if I am not satisfied with the quality of the products?

    If you have not received the product or service you expected, we invite you to contact our customer serviceas soon as possible in order to resolve the problem.

    What should I do if I think there are missing products in my order?

    We invite you to contact our customer servicewho will be happy to help you.

    What should I do if I did not receive the free gift associated with a product?

    We invite you to contact our customer service who will be happy to help you.

     

    Store and Service

    How can I find out about store opening and closing times?

    You can access our store’s opening and closing time by clicking on ‘our stores’ on the website footer.

    How can I see what’s in my basket?

    Click on the “Cart” icon on the top right of the screen.

    How can I change the number of products added to the basket?

    Click on the “Cart” icon on the top right of the screen, next to your basket. You will see all the products you have selected with their associated quantity. Find the product for which you want to modify the quantity.

    How can I reserve a delivery date slot?

    You can consult and reserve a date slot at any time by clicking on the proposed scheduled at the time of check out.  Orders are limited to 45 per day for Home Delivery and 30 for Click & Collect due to our delivery capacity. As a result, our online platform is configured to give visibility and accept orders only for the days which are available up to J +5.

    How can I finalize my order?

    When you have finished shopping, click on the “Checkout” button at the bottom right of the screen. Please ensure that the details provided for home delivery are correct.

    Who can I contact in case of problems?

    We invite you to contact our customer service on the 202 0707 or by mail on customerservice@winners.mu.

    What can I do if I want to make a complaint?

    We invite you to contact our customer service on the 202 0707 or by mail on customerservice@winners.mu.

    wiiv

    Is the wiiv program available on winners.mu?

    Yes. You are able to connect your card to your winners.mu account and earn points for each purchase.

    How do I connect my wiiv card?

    You can register online by completing this registration form.

    You can also register by selecting ‘My account’ (top right) where you will find the field to insert your wiiv card number.

    What happens with my points when there is a technical problem?

    In the event of a technical problem, system (s) or network, as well as system updates, allocations of your wiiv points and / or discounts will not be processed and / or issued immediately. Thus, the time to process the accumulated points can increase to 48 hours after the purchase.

    What should I do if my points have not accumulated after an online purchase?

    Please contact our customer service at 202 0707 for further assistance.

    How to I earn points on my wiiv card?

    To earn points, you are required to link your card to your account on www.winners.mu. The email address used on winners.mu must be the same on your wiiv account.

    If the account is not linked, you will not be able to use your card during delivery.

    How are points counted for products on promotions?

    You receive 1 point on each purchase of Rs.200, even on those on promotion.

    Why are my points rounded down?

    The rule of thumb is 1 point for every Rs 200 of purchase. The whole system is programmed on this principle.

    Are points not awarded to me if my purchase is less than Rs100?

    For the basic offer, a minimum purchase of Rs 200 is necessary to earn points on your wiiv account.