mrwinstonco

To contact our team, please submit an enquiry via the submit enquiry button below, or email us: support@mrwinstonco.com

In the interest of efficiency and to ensure we get back to everyone as quickly as possible, we do not monitor Instagram Direct Messages.

The email above is the fastest and only method of contact.

We often receive a high volume of correspondence, particularly surrounding our drops. If you have emailed and are awaiting response, know we are working as quickly as possible to get back to you. Whilst we do so, please check through our Support Portal to see if this can assist with your query / concern.

Mr Winston garments are available for purchase in limited drops via our website. Stay up to date via our Instagram for information regarding drops - we also recommend subscribing to our mailing list via our website for further updates.

Please note the Mr Winston Website is the only platform through which our garments can be purchased directly. Mr Winston does not currently sell to independent retailers. We are unfortunately unable to assist with queries or concerns relating to garments purchased outside of our website, on re-sale platforms or outlets.

We accept the following payment methods:

- Shopify Visa Payments, Amex, Mastercard, American Express, Apple Pay 

Our website operates by allocating stock to the first person who successfully completes payment at check out. 

This means that items are not secure in your cart or allocated to you until checkout has been successfully processed. If successful, you will be directed to the confirmation page via our website. Your order is secure in our system once you see this page & receive order confirmation via email, inclusive of five digit order number.

Whilst you are checking out, another customer may checkout with the last remaining item in the same size / colour. If this occurs, you will no longer be able to process payment and stock is sold out.

If you are concerned that you have not received an order confirmation & money has been removed from your payment method, please double check the email provided at checkout.

If an incorrect email was provided, your confirmation email will not reach you. Please allow a few minutes for order confirmation to come through once you have checked out.

When checkout is attempted & unsuccessful, your bank may put an authorisation for the order amount on your card. This money has not been paid to Mr Winston. Your bank has placed a hold for this amount in your account. This will bounce back within 3-5 business days at most. For more information or assistance with this, please contact your bank.

When checkout is attempted & unsuccessful, your bank may put an authorisation for the order amount on your card. This money has not been paid to Mr Winston. Your bank has placed a hold for this amount in your account. This will bounce back within 3-5 business days at most. For more information or assistance with this, please contact your bank.

Returns are accepted within strictly 7 days from the date your order is received for ready to wear garments. 

If you would like to return please contact us via email support@mrwinstonco.com

See below our conditions for return:

- Returns must be delivered in unworn, as new condition with original tags attached

- Returns must be sent with all original packaging, including re-usable tote bag 

- Mr Winston does not cover the cost of returns unless orders are deemed faulty / incorrect. 

- Original postage will not be included in return order refunds. 

PLEASE NOTE: If you believe your garment is faulty, or this arrives marked - please flag this immediately via email for review/replacement. Do not attempt to wash this as this impacts our ability to accurately investigate this. 

We are unable to process any returns for concerns that fall under general wear and tear. Please carefully read the washing instructions for each item to ensure longevity in your garment. We will also not accept returns for suspicious orders/customers that have been flagged in our system as bulk buyers. 

Our orders are automatically downloaded for dispatch so we can ensure these reach customers as quickly as possible. It’s for this reason that once placed in our system, orders cannot be edit amended or cancelled. This includes delivery addresses.

Prior to checking out, please double check your order & shipping details to ensure this is accurate. Domestic parcel addresses may be able to be re-directed through AUSPOST once tracking has been provided.

Rest assured if an inaccurate or incomplete address was provided at checkout and a parcel is undeliverable, we will be here to assist & re-direct this if possible.

Information regarding the dispatch window for your order will be included in the description of your order item.

If you have not received a tracking number, please double check the dispatch timeframe provided & double check your junk/spam folder. If you still cannot locate this, please contact us via the Submit Enquiry link below - if an incorrect email was provided at checkout, your tracking will not reach you and we may need to update your details in the system. 

If you checkout with express post, your item will arrive within 1-2 days from being posted. Please note this does not expedite the dispatch process. 

All of our garments go through extensive equality control check prior to dispatch. If you believe your order is incorrect (incorrect size, colour way, item) please flag this with us immediately via our Submit Enquiry button in our Support Portal so we can to assist you. Incorrect orders / errors must be flagged within 7 days of your parcel arriving.

The dispatch window from our most recent release is between 5-8 business days. Items marked 'PRE-ORDER' have a dispatch window of 2-3 weeks. Please keep this in mind prior to emailing the team. 

COURIER - Australia Post 

AUSTRALIA 
Standard Post (3-5 business days) $11.95
Express Post (1-3 business days) $15.99
Free Standard post over $250 AUD

Please note: these time frames are from the date of dispatch.

NEW ZEALAND
Standard Post (5-11 business days from dispatch) $20
Express Post (4-6 business days from dispatch) $30

REST OF THE WORLD 
Standard $35.00 
Express $60.00 

Customs Charges
If any customs charges incur, they will be payable by the customer and will not be covered by Mr Winston

We will do our best to foresee and flag with affected customers any delays being experienced by AUSPOST. If your order is taking longer than expected to arrive, please contact AUSPOST using your tracking link for more information prior to contacting us via our support portal. If your parcel is deemed lost or missing please contact us and we will do everything we can to assist. 

Our orders are automatically downloaded for dispatch to ensure these reach you as quickly as possible. Once orders have been placed separately in the system, our dispatch team immediately begins picking and packing these. Its for this reason we are unable to combine orders that are processed separately in the system.

Our orders are automatically downloaded for dispatch to ensure these reach you as quickly as possible. Once orders have been placed separately in the system, our dispatch team immediately begins picking and packing these. Its for this reason we are unable to combine orders that are processed separately in the system.

All orders are processed through AUSPOST. For the quickest update regarding your parcel, delays or delivery concerns, please contact AUSPOST directly.

If your parcel is marked as delivered but you cannot locate it, please contact us via the Submit Enquiry button below so we can provide you with proof of delivery.

If flagged as undeliverable, uncollected or an incorrect / incomplete address is provided at checkout, your parcel may be returned to sender.

This will reflect via your AUSPOST tracking link. We are unable to give confirmation of the time this will take to process through AUSPOST.

Once your order arrives back to head office, we will contact you to arrange a new shipping label and coordinate re-direction.

Tracking will be sent through to the email provided at checkout once this has been dispatched. If you have not received a tracking number, please double check the dispatch timeframe provided & double check your junk/spam folder. If you still cannot locate this, please contact us via the Submit Enquiry link below - if an incorrect email was provided at checkout, your tracking will not reach you and we may need to update your details in the system.