We’re always happy to hear from you! You can contact us here or email us directly at hello@winnieandco.com.au. Our friendly customer care team are available from 9am - 5:30pm AEST, Monday - Friday.

Once your order is placed, you’ll receive a confirmation email with all the details. From there, we’ll carefully prepare your pieces and send another email with tracking info as soon as your order is on its way, so you can keep a look out for your new bestie.

If you have placed an order but have not yet received an order confirmation email, please allow up to 30mins for your email to arrive and be sure to check your junk mail or spam folder. If you still haven’t received your order confirmation, please contact us for another copy.

We start processing your order straight away, so unfortunately we’re unable to make changes once it's been placed. If you’ve made an error, reach out to us as soon as possible and we’ll do our best to help before it ships.

Oh no! We're so sorry about that. In the case that something is missing or incorrect with your order, please email hello@winnieandco.com.au with any images/videos/screenshots you can provide and our customer service team will assist you on the return process.

At this stage, Winnie & Co. is available exclusively online — which means we can bring you our thoughtfully designed pieces directly, no matter where you are. Stay tuned for future pop-ups or stockists!

Our bags are made to keep you company, day in and day out. They are crafted with quality vegan leather which is quite a durable material due to its coating but it can still become marked with wear.

For everyday dirt and dust, use a soft, damp cloth to wipe the surface. Make sure the cloth is just damp and not soaking wet.

Avoid exposing it to direct sunlight or place it near radiators, heaters, or open flames as it can cause cracking, fading, or warping.

We ship from Australia and aim to dispatch within 1–2 business days. Delivery times vary based on location:

Within Australia

Standard shipping can take 3-6 business days after dispatch, depending on your location.

Express shipping usually takes between 1-3 business days, depending on your location.

Customers in regional areas may see delivery timeframes longer than stated above.

International

Shipping worldwide can take a little longer, depending if you opted for Express or Standard Shipping. To view our international shipping timeframes according to regions, please visit our shipping page here.

Once your order has been dispatched you will receive an email confirmation of your shipping details, which will include a tracking number.

You can track the status of your order on your account dashboard or using the tracking number here.

We always strive to process your order as quickly as possible. Our standard processing time is 1-2 business days from the date of purchase. During peak trading times, dispatch may take a little longer due to the higher volume of orders. We appreciate your patience and understanding during these times.

Please reach out to our customer service team at hello@winnieandco.com.au for any questions regarding the status of your order. We thank you for your patience.

Unfortunately, we are unable to ship to multiple addresses. If you wish for an order to go to multiple addresses, you will have to place a separate order for each address.

Yes, we can deliver your new bestie to anywhere in the world!

To view our international shipping costs and timeframes, please visit our shipping page here.

For parcels heading out of Australia, you may be charged duties and taxes upon entry into your country.

Customers are responsible for duties and taxes in their local country.

If your order has already been shipped, we are unable to make any changes as it is now with our courier. You will need to contact the courier (found on your tracking email) and update your address with them directly.

However, if you have only just placed the order, please contact our customer service team as soon as possible and they will assist with the address change.

We’re sorry that you were not satisfied with your order! For more information, please view our Return Policy here.

Unfortunately, once an order has been processed, we are unable to cancel it. If you no longer want your item, you can follow our return process after it arrives.

Should you change your mind on your purchase, we will happily process a return provided that the item is returned within 14 days of purchase and as long as it is in it's original condition - unworn and unused - with all labels, tags and packaging attached. Each return is subjected to review and approval on a case by case basis.

Please note: We do not accept returns or exchanges on products that are marked as final sale. We also cannot accept any return of Winnie & Co. items which were not purchased directly from our website.

Oh no! We're so sorry about that. In the case that something is missing or incorrect with your order, please email hello@winnieandco.com.au with any images/videos/screenshots you can provide and our customer service team will assist you on the return process.

We stand by the quality of our pieces — so if something’s not quite right, please let us know. Simply get in touch with us via hello@winnieandco.com.au with your order number and our customer service team will be able to help get this sorted for you.

Please note we may issue a replacement or a refund on a case by case basis. If the return is deemed a manufacturing fault, we will not charge the return shipping fee. 

At this time, we won't be able to facilitate direct exchanges. We apologise for the inconvenience. If you’d like a different style or colour, we recommend returning your item and placing a new order. This way, you won’t miss out on your favourite pick!

We charge a flat fee of $15 for all returns, covering the cost of return labels and handling fees. This fee will be deducted from your refund amount.

You may also use your own courier for the return but we recommend using a tracked service, as we are unable to take responsibility for any items lost in transit.

Once we have received your item back to our warehouse and the return has been approved by our customer service team, your refund will be processed within 5–7 business days back to your original payment method.

Please allow for 3-5 business days for your return parcel to arrive at our warehouse after shipping. Once it arrives, our customer service team will review the condition of the items before approving the refund. Upon processing the refund, please allow 2-3 business days for the funds to arrive back in your account.