Frequently Asked Questions
Placing an Order
Q. How do I place an order online?
A. Simply click the 'Add to cart' Button associated with an item to add it to your Shopping Cart. Once you have completed shopping, click the View / Checkout button near the top right corner of any page. You will be directed to the Shopping Cart page, from which you can Proceed to Checkout.
The Windsor Mail Checkout system is very quick and easy - you don't need to register an account before ordering. However, to save time you can login with the email and password you specified for your first purchase.
Q. Can I place an order if I am under 18 years old?
A. You must be 18 years or older to create an account with us or place an order.
Q. Do prices on your site include GST?
A. Yes, all prices on our site (as well as the quoted postage fees) are quoted in Australian Dollars and include GST (Australian Goods and Service Tax).
Q. How do I get a receipt?
A. When you confirm your purchase at the end of the checkout process, a confirmation/invoice email will be automatically sent out to you. Please save this for tax purposes as well as proof of purchase.
Q. Why didn't I receive a confirmation/invoice email?
A. When making a purchase, make sure you have entered your email address correctly. Ensure that the confirmation email wasn't identified as spam and placed in a spam folder by your spam filter/anti-virus software.
Q. Can I change my order after submitting it?
A. Once your order is received, the order is processed by our Order Processing team and payment is processed by our Banking team. The order is then sent electronically to our warehouse for picking, packing and despatch. Thus if you have placed an order and you wish to change or cancel it, please contact us as soon as possible and hopefully we will be able to accommodate your request before the order is despatched.
Note that even if your order has already been despatched, you will still be able to return any items for a full refund (excluding postage) or exchange under our 90 Day Change-of-Mind Return Policy and our 5 Year Money Back Guarantee (for faulty items).
Q. How can I pay if I'm posting an order form (e.g. from a catalogue) in the mail?
A. You may pay by cheque, money order, cash or by entering your credit/debit card details. Please see the relevant order form for more details.
Q. How can I pay for my order if ordering online?
A. Currently you can only pay via PayPal. Note that it is possible to pay using PayPal by simply entering your credit/debit card or bank account details, without the need for PayPal to save your credit card details or for you to create a PayPal account. With PayPal, you can use a range of credit or debit cards, or even direct bank account transfer for payment.
Disclaimer: The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds an Australian Financial Services Licence, number 304962. Before deciding to sign-up or use the PayPal service you should consider the Product Disclosure Statement, available at www.paypal.com.au.
Q. Are my credit card details kept secure during the checkout transaction process?
A. Yes. Your payment information is handled securely by PayPal, and is not passed onto Windsor Mail or any other party.
Q. Can I use PayPal even if I have never used it before?
A. Yes you can. It is possible to pay using PayPal by simply entering your credit/debit card or bank account details, without the need for PayPal to save your credit card details or for you to create a PayPal account. If you do wish to create an account, it is quick and easy – see www.paypal.com.au for more details.
Q. How do I know you are a real, legitimate business?
A. Windsor Mail is a legally registered business with a physical street address of Unit 2, 22 Supreme Loop, Gnangara WA 6077 and ABN 83003579128.
Q. Are any of your products second-hand / "2nds"?
A. All our products are brand new, never before used or unboxed. We do not sell or promote products that are 2nd hand or repaired seconds. The only exception we make is for items that are returned from our customers soon after purchase that have been thoroughly verified as still being in an as-new, saleable condition.
Q. Why has the costume jewellery I ordered discoloured? Is it defective?
A. Gold- or silver-plated costume jewellery has a tendency to discolour from extended contact with human skin. You can limit the discolouration by not keeping such items on your person continuously. If however, you believe the item is discolouring excessively and wish to get a refund for the item, you are of course entitled to a refund or exchange in accordance with our 5 Year Money Back Guarantee of Satisfaction.
Postage, Delivery and Order Tracking
Q. How long will it take to deliver my order, if I am posting to an Australian address?
A. Usually, it takes less than 14 days for your goods to be delivered from when we receive your order. (Note that if posting an order form from a catalogue, please allow for the time it will take for the order form to be delivered to us in the mail). However, please allow up to 6 weeks for delivery, especially if placing an order in time for Christmas. The exact time taken to deliver your order will depend on, amongst other things, your shipping address and our current volume of orders.
Q. How long will it take to deliver my order, if I am posting to a New Zealand address?
A. Usually, it takes less than 28 days for your goods to be delivered from when we receive your order. (Note that if posting an order form from a catalogue, please allow for the time it will take for the order form to be delivered to us in the mail). However, please allow up to 8 weeks for delivery, especially if placing an order in time for Christmas. The exact time taken to deliver your order will depend on, amongst other things, your shipping address and our current volume of orders.
Q. Can I order and then come to your warehouse to pay for it and pick it up?
A. Unfortunately, Windsor Mail does not currently provide this option. We cannot process your order without receiving initial payment and we do not have the facility for customers to pick up their orders. Moreover, even if you do happen to live close to our warehouse, it should only take one or two days for your order to be delivered after it has been processed.
Q. Why haven’t I received a despatch confirmation email?
A. Please bear in mind that it will usually take 1-2 business days to process and despatch your order. If an item is unexpectedly out of stock, we will contact you immediately and inform you of when the item is likely to be despatched. If you don't receive a despatch confirmation or out of stock email after 3 business days from placing your order, please ensure that you have entered your email address correctly, and that the email wasn't identified as spam and placed in a spam folder by your spam filter/anti-virus software. If neither is the problem, please do not hesitate to contact us.
Q. What method of delivery do you use?
A. All orders are delivered by Australia Post.
Q. What if I am not at home when you deliver my goods (for online orders)?
A. If there is no one available to sign for the delivery or if the local postal service does not offer this direct service, then a card will be left in your mailbox advising you of a nearby post office to collect your parcel from.
Q. Do you offer Gift Wrapping?
A. No, we do not offer gift wrapping unless specifically advertised for a given product.
Q. When will my order be delivered if an item is not in stock?
A. If certain items in your order are not currently stocked, we will despatch the items on hand as soon as possible and send the outstanding items as soon as they become available. No extra postage will be charged to you if more than one parcel has to be sent.
Q. What happens if my product is damaged during delivery?
A. Rest assured, if you select the Shipping Insurance option on a printed order form or at the Online Checkout, and any item in the order arrives damaged or defective, you are entitled to a full refund.
Q. I bought an item of clothing that doesn't fit me. Can I return the item for a refund/exchange?
A. Yes. Any items that doesn’t fit or is otherwise unsuitable is covered by our 90 Day Change-of-Mind Policy.
Q. If I place an order for to delivery to someone else, does the 5-year Money Back Guarantee apply to them?
A. Yes – as long as the recipient keeps the order summary form that is enclosed with every order parcel, then a refund, replacement or exchange can be made for defective items under the 5 Year Money Back Guarantee.
Q. The item I received is different to how it looked on the website. Can I get a refund or exchange?
A. Yes – you may return the item under our 90 Day Change-of-Mind Policy.
Q. Can I return an item for a refund/exchange if can't find the original packaging the item was posted in?
A. If an item is contained in the manufacturer's packaging, please return the item in that packaging. Otherwise, the item would have been wrapped in protective padding (bubble-wrap, etc.) - although you do not need to keep and reuse such wrapping, please wrap the returned item in a similar fashion when returning it. If the item is valuable, we recommend you purchase insurance for the return shipment of the item.
Q. Why have I not received my refund?
A. Once we have received your returned item(s) and the refund has been approved (or the refund has otherwise been approved over the phone), we will then send you an email with notification of receipt of your item and confirmation that we have processed your refund.
If you have not received a returns receipt email notification, or if you have not received your refund after 2 working days from when you received the refund email notification, please contact us to resolve the issue.
Bi-Annual Grand Prize Draw
Q. Can I enter the Grand Prize Draw more than once?
A. Absolutely. The more times you enter, the greater your chances of winning a prize will become. However, for each entry you will need to make a separate order.
Note: It is not possible to separate your multi-item order into separate orders for the purpose of making multiple entries and then request to have them despatched together to save on postage.
Q. Do I have to place an order from every catalogue I receive to remain eligible for a particular upcoming prize draw?
A. No. As long as you place an order from at least one catalogue that promotes a particular prize draw, then you are eligible for that draw. However, with every order you place, your odds of winning a prize increase proportionately.
Q. Which draws am I currently in the running for?
A. It is always stated which draw you are entering in the documentation enclosed with the catalogue from which you placed an order (or in the confirmation email if purchasing online). If however you are still unsure of which draws you have entered, please feel free to contact us.
Q. How will I know if I have won a Prize Draw prize?
A. After the applicable draw date (see the Prize Draw page), all winners will be notified by mail (it should take about a week after the draw date for the notification letters to be received). The first prize winner will first be contacted by telephone as soon as possible after the draw. Additionally, all winners will be published in newspapers as per the Prize Draw Terms and Conditions.
Q. What information of mine do you keep? and is it passed on to anyone outside Windsor Mail?
A. We collect the personal information you supply us, namely your name, title, postal address and phone number, as well as your optionally supplied fax number, email address and birth date. This information is stored for the purpose of processing and sending your orders and communicating with you about your orders. Your birth date is used for special birthday gift promotions and for prize draw purposes. We also keep a record of your purchase history from us. Only authorised, relevant personnel will access the information when required. Your information is stored in our in-house electronic database, as well as in physical storage of your order forms.
We do not receive and thus do not store any of your payment information – this is all handled securely by PayPal.
Q. Do you pass on my details to anyone outside of Windsor Mail?
A. We pass on your shipping details to Australia Post solely for the purpose of delivering your order(s). Additionally, we send your name and address to a mailing house for the sole purpose of printing and mailing of our printed communications.
From time to time we may allow your details to be used by other reputable companies offering goods and services we believe you may be interested in. If you do not wish your details to be used in this way, please let us know by calling us on 1300 305 012 or by email.
Your information will only be passed outside of Australia to overseas couriers/postal services if your order’s destination is outside of Australia. In addition, we may send your name and address to a mailing house located overseas – currently in China – where our direct marketing material is laser printed and prepared for mailing.