Had an issue with Winc? Get a real response.
How to submit a complaint with Winc
Winc (formerly Staples Australia) directs all complaints through their Customer Experience team, with live chat as the fastest channel. Have your username, account number, and order number ready before reaching out.
Live Chat (Recommended)
- Access: Click "Chat with us" on the Winc contact page
- Hours: Monday to Friday, 8am–7pm AEST
- Why use it: Winc's own guidance states live chat is their preferred method for resolving Winc order issues — it is their fastest support channel
Phone Support
- Number: 13 26 44 (Winc complaint contact number)
- Hours: Monday to Friday, 8am–7pm AEST
- Tip: Some customers report difficulty getting through by phone — have your details ready and call early in the day
- customerexperience@winc.com.au — general complaints and customer experience enquiries
- customersupport@winc.com.au — order and delivery support
- furniture.hub@winc.com.au — furniture-specific purchases and large orders
Online Self-Service (Returns & Missing Items)
- Log into your Winc account and go to "Order History" under "Quick Links"
- Select "Missing items / returns" next to the relevant order on the order tracking page
- Follow the prompts to submit your return or complaint
Online Enquiry Form
- Submit a written complaint via the Winc enquiry form
Winc does not publish a formal complaints handling policy or resolution timeframes, which is a recurring source of frustration for customers. Here is what the available information confirms about how Winc customer service handles complaints in Australia.
- Initial response: Complaints go to the Customer Experience team via whichever channel you used — live chat typically gets the fastest initial reply
- Wrong or damaged items: Must be reported within 14 days of delivery for a full credit, refund, or replacement at no charge
- Faulty goods: Can be returned within a "reasonable period" for credit, refund, replacement, or repair under Australian Consumer Law
- Change of mind: 21-day return window with a $9.95 restocking fee; goods must be in "as new" condition with original packaging
- Winc-branded products: Covered by a satisfaction guarantee allowing returns at any time with no restocking fee
- Winc refund delay risk: No specific refund processing timeline is published — customers regularly report extended waits, so request a reference number and a written confirmation of the expected timeframe
For a detailed breakdown of refund eligibility and timelines, see Winc's refund process.
Common complaints against Winc
Winc holds a 1.5-star rating on ProductReview.com.au (162 reviews, 88% negative). These are the most common Winc complaints reported by Australian customers.
Delivery Delays and Fulfilment Failures
- The single most frequent complaint — orders sit "In Progress" for weeks with no status updates
- School book orders are particularly problematic, with some customers reporting waits of over two months
- No proactive communication is provided when Winc delivery problems occur
Poor or Non-Existent Customer Service
- Customers describe Winc customer service as "totally non-existent and absolutely horrendous"
- Unreturned callbacks and unfulfilled promises of escalation are a recurring pattern
- Phone support is difficult to reach, with some customers unable to speak to anyone
Refund Delays
- Multiple customers report extreme Winc refund delay issues — one customer waited almost seven months
- Refunds often go unprocessed despite repeated follow-ups via email and phone
Stock Availability Issues
- Items marked "in stock" online are sometimes unavailable after purchase
- Payments are taken for out-of-stock items, leaving customers waiting for both the product and a refund
Order Cancellations Without Explanation
- Some customers report orders cancelled without clear reasons, with funds held on credit cards for extended periods
Winc complaints submitted through Ajust
How other consumers Winc complaints got resolved
Out-of-Stock iPad and Delayed Refund
A customer purchased an iPad for $500 and payment was taken immediately. Within an hour, Winc confirmed the item was out of stock. Nine days later, the refund still had not been processed, causing financial hardship over the Christmas period.
Tip: If a refund is delayed beyond 3–5 business days, contact your bank to initiate a chargeback and lodge a complaint with your state's Fair Trading body.
$700 Chair Order Cancelled, Funds Held
A customer ordered a chair with guaranteed end-of-week delivery. Hours later the order was cancelled citing fraud concerns, and a $700 hold remained on the credit card with no callback as promised.
Tip: Keep written records of all communications and contact your bank immediately to dispute the hold if funds are retained after a cancelled order.
School Books Delayed Over Two Months
A customer's school book order took over two months to arrive. After cancelling and purchasing elsewhere, a school bonus voucher refund was never processed despite multiple calls and promises of callbacks.
Tip: For time-sensitive orders like school supplies, set a firm deadline with Winc and document every interaction for a potential Fair Trading complaint.
Winc does not publish a formal Winc escalation process, so you may need to push through each step yourself. Here is a clear pathway from initial contact through to external bodies.
Step 1: Contact the Customer Experience Team
- Use live chat or call 13 26 44 during business hours
- State your issue and desired resolution clearly
- Ask for a case or reference number and write it down
Step 2: Follow Up in Writing
- Email customerexperience@winc.com.au with your case number
- State a clear deadline for resolution — 5 to 7 business days is reasonable
- Reference your rights under Australian Consumer Law
Step 3: Request a Manager
- Ask for your complaint to be escalated to a team leader or manager
- Request written confirmation of the escalation and when you can expect a response
Step 4: Send a Formal Letter of Complaint
- Write to Winc Australia Pty Limited's registered office in Sydney
- Include all order details, previous communications, and a clear statement of what resolution you require
- Set a final deadline of 14 days before escalating externally
Step 5: Escalate to External Bodies
- If Winc fails to resolve your complaint within the deadline, proceed to the regulatory bodies listed below
- You can also lodge your complaint through Ajust to have someone handle the process for you
Winc is a retail supplier and does not fall under an industry-specific ombudsman. Winc Australia complaints are handled through general consumer protection bodies.
- NSW Fair Trading — Winc is headquartered in NSW, making this the primary body for complaints. Phone 13 32 20 (Mon–Fri, 8:30am–5pm) or lodge a complaint online. NSW Fair Trading aims to resolve most complaints within 30 days.
- ACCC (Australian Competition and Consumer Commission) — Report a business if you believe Winc has breached Australian Consumer Law (misleading conduct, failure to honour guarantees). The ACCC does not resolve individual disputes but uses reports for enforcement action.
- Your state or territory Fair Trading body — If you are outside NSW, contact your local consumer affairs office: VIC (1300 55 81 81), QLD (13 74 68), SA (13 18 82), WA (1300 30 40 54), TAS (1300 65 44 99), ACT (13 22 81), NT (1800 019 319).
- AFCA (Australian Financial Complaints Authority) — Contact AFCA if your complaint involves a chargeback dispute with your bank or credit card provider.
- Winc Returns Policy — Covers return windows, restocking fees, and refund eligibility
- Winc Help & FAQs — Self-service answers for common order and delivery questions
- Winc FAQ Page — Additional frequently asked questions and support topics
- Winc Terms & Conditions of Sale — Full terms governing purchases and complaints
- ACCC Consumer Help — Directory of consumer help options across Australia
- NSW Fair Trading Complaints — How to escalate unresolved retail complaints in NSW
Winc Complaints FAQs
How long does Winc take to process a refund?
Winc does not publish a specific refund processing timeline, and delays are one of the most common customer complaints. Some customers have reported waiting weeks or even months for refunds to appear. To protect yourself, request a reference number and written confirmation of the expected timeframe when you first lodge your complaint. If the refund is not processed within 5 business days, contact your bank about a chargeback.
What is the fastest way to contact Winc about a complaint?
Live chat is the fastest way to reach Winc customer service for complaints. Access it by clicking "Chat with us" on the Winc contact page during business hours, Monday to Friday, 8am to 7pm AEST. Have your account number and order number ready before starting the chat so the agent can locate your issue immediately and avoid unnecessary back-and-forth.
Can I return a change-of-mind purchase to Winc?
Winc allows change-of-mind returns within 21 days of delivery, but a $9.95 restocking fee applies. The item must be unused and in its original packaging to qualify. Winc-branded products are the exception — they are covered by a satisfaction guarantee with no restocking fee and no return deadline. Always check your order confirmation for any product-specific conditions before initiating a return.
Where do I escalate a Winc complaint if they stop responding?
If Winc stops responding, escalate your complaint to NSW Fair Trading by calling 13 32 20 or lodging a complaint online. Winc is headquartered in New South Wales, making NSW Fair Trading the primary consumer protection body for unresolved Winc complaints. Before escalating, gather your case reference number, copies of all emails, and a record of each contact attempt to strengthen your case.
You’ve done your part, now it’s time to hold Winc accountable.
Take the final step and submit a complaint that gets seen and responded to.