Questions fréquentes

My order

How do I register online?

You can register online by completing this registration form.

You can also find our online registration form on desktop by selecting ‘Register’ (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 with the same credentials.

Can i order via telephone?

You can place your order by phone by contacting customer service who will respond to you as soon as possible.

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

You can change your password on desktop by selecting ‘Sign In’ (top right), where you will find the ‘Sign In’ button. Here, you will need to click on ‘Forgot password?’

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 can modify your order as long as its status is "Placed". If the status is "In Progress", you no longer have the option to proceed with an amendment. You can check the status of your order at any time by logging into "My Account" in your order history.

Can I cancel my order?

You can cancel your order. However, you will be charged with a standard cancellation fee of Mur 500.

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.

Can I order from a different address?

Unfortunately this is not possible at the moment but you can contact our customer service for any information request.

How can I view the history of my orders?

Unfortunately this is not possible at the moment but you can contact our customer service for any information request.

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 Rs1,000 and not exceeding Mur 7,500.

Are there any additional costs related to delivery?

Your order must be at least Rs1,000 and not exceeding Mur 7,500.

Can I place an order for someone else?

You can place an order for someone else. 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.

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.

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, how can I receive it?

When you place an order online, you can choose to available delivery slot of your choice on the date that suits you best. 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 Rs1,000 for home delivery.

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 payment, you will have the option of having your products packed by us in plastic bags with service-related costs amounting to Mur 25 for orders not exceeding Mur 5,000 and Mur 50 for orders up to Mur 7,500.

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

At the time of payment, you will have the option of having your products packed by us in plastic bags with service-related costs amounting to Mur 25 for orders not exceeding Mur 5,000 and Mur 50 for orders up to Mur 7,500.

Payments

What are the payment options available?

We accept payment online by credit, debit (Visa and MasterCard with 3D secured parameters) and wiiv points. We also accept payment on delivery by credit & debit cards including Juice by MCB. 

Can I pay using my Paypal account?

It is unfortunately not possible to pay using a Paypal account at the moment but we are looking to deploy it in the future.

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 to the final receipt 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 policy for more information.

Is online payment secure?

Absolutely, at e-win, 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?

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.

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 possible to add or remove products from your order as long as the status of your order displays "Placed". You can no longer modify your order when its status is "In progress".

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 possible to add or remove products from your order as long as the status of your order displays "Placed". You can no longer modify your order when its status is "In progress".

Can I cancel my entire order or part of my order once confirmed?

It is possible to cancel your order partly or entirely. However, you will be charged with a standard cancellation fee of Mur 500 exclusively for entire order cancellation. If you encounter difficulties, we invite you to contact our customer service who will be happy to help you.

Will I be billed if my order is changed or canceled?

You can cancel your order. However, you will be charged with a standard cancellation fee of Mur 500 for entire order cancellation exclusively.

Can I add, delete or cancel certain products from my order?

It is possible to add or remove products from your order as long as the status of your order shows "Placed". You can no longer modify your order when its status is "In progress".

In order to add a product to your existing basket, please follow the following steps:

  1. Click on the drop-down menu for your account to choose the ‘My Account’ option.
  2. Click on the ‘My orders’ button on the left side of your screen.
  3. Click on the order number into which you want to add more products.
  4. Click on the ‘Add to order’ button and search for the product (s).
  5. Click on the icon to add the products to your order.
  6. An error message will be displayed on your current payment authorization:

    "Please either:

  1. Remove items from your cart, either,
  2. Cancel your current payment authorization and authorize a new payment. "
  3. Choose the option Cancel your current payment authorization.
  4. A pop-up window will be displayed which will allow the cancellation of your current payment upon delivery authorization. Choose the option "Yes".
  5. Please submit a new payment.
  6. Please click on the button "Modify the order" to save the modification.

You can edit your order as long as the order status is “Placed”. However, once the status of the order changes to "In progress", the edit of the order is no longer possible.

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 St Pierre 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 ewin.mu. We invite you to consult our return and refund policy.

What can I do if I want to be reimbursed?

We invite you to visit our ewin.mu store in St Pierre or contact our customer service as soon as possible.

How can I return a damaged product?

We invite you to visit our ewin.mu store in St Pierre or 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 ewin.mu store in St Pierre 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. 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?

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.

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.

Is my personal data protected?

Absolutely, at ewin.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 ewin.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?

In order to recover your password, click on the "forgotten password" link on the "Register / Login" page and follow the instructions. We will then send you an email with instructions on how to change your password.

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 "My 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 "My details" 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 star next to the product. If a store offers online shopping, the products ordered will also be added to the shopping list. Please note that a product removed from your favorites will be added to your list again with your next order.

Products and prices

Are all the products available in stores also online?

No, the list of products is defined for the Winner’s Dark Store.

How can I see the special offers?

Simply go to the "Weekly Offers" section of the website and you will find all of the week's offers and promotions.

What can I do if I think I haven't received a discount?

We invite you to contact our customer service as soon as possible, who will be happy to help you.

Can fresh products be ordered online?

Yes, you will find the same range of products online as in stores, with the exception of gourmand'ile products.

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?

In the event of receipt of a damaged product, we invite you to go to the ewin.mu store in St Pierre 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 service as soon as possible in order to resolve the problem.

What will you do if my product is out of stock?

If you choose a product that is out of stock, you will have the option of choosing a replacement product when placing the order. By choosing to have replacement products, our team will ensure that you receive an alternative product as similar as possible to the one originally chosen. The price difference will never exceed +15% of the initial cost.

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

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

Will I be offered substitute or alternative products if the products ordered are not available?

In the event that you choose a product that is out of stock, you will have the option of choosing a replacement product when placing the order. By choosing to have replacement products, our team will ensure that you receive an alternative product as similar as possible to the one originally chosen.

I did not receive my free gift?

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

Store and Service

How can I see what's in my basket?

Click on the "Cart" button on the right of the screen, next to your basket and you will see the content of your purchases.

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

Click on the "List" button on the 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 and click on (+) to increase the number or (-) to decrease it.

How can I create a shopping list?

Go to the site and start selecting your products.

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 250 per day 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 D + 6.

How can I finalize my order?

When you have finished shopping, click on the "Place my order" button at the bottom right of the screen. Please ensure that the details provided for home delivery are correct.

How can I register?

You must create a customer account with us by filling out the online form with the following data: your name, address, telephone number and e-mail address.

Who can I contact in case of problems?

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

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

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

wiiv

Why I didn’t get my points immediately?

In order for your wiiv points obtained from ewin to appear in your account, the delay varies between 1h and 4h in general. However, it can happen that it takes longer when the Internet connection is not optimal or for other technical reasons.

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.

Can I use my promotional code and my sales for the same order?

Indeed, you can use your points and balances on a single order.

How will my points be affected in case of product return?

If you return a product to ewin, for which you paid partially or fully with points, we will reimburse the total value of the product in rupees (unless otherwise noted - see Terms and Conditions). If you decide to replace the product, whatever its value, the wiiv card will not be credited again.

How will my points be affected in the event of substitution of products during delivery?

Points will be calculated during payment and therefore will be calculated on the total value of your purchase.

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

Please contact our customer service at 202 07 07 for further assistance.

Can I use my wiiv card during payment on delivery instead of linking to my online account?

To be able to benefit from the advantages of the wiiv card on your online purchase, you must link your card to your account on www.ewin.mu. Note that the email address used on ewin.mu must be the same on your wiiv account.

How are points counted on products on promotions?

You receive 1 point on each purchase of Rs100, even on those on promotion.

Why are my points rounded down?

The rule of thumb is 1 point for every Rs 100 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 100 is necessary to earn points on your wiiv account.

Is the wiiv program also applicable to Gourmand'ile?

Indeed, you can use your wiiv card at Gourmand'ile.

Why can't I see my points on my receipts?

Given that the wiiv member number is 8 digits (so that it is possible for the cashiers to enter it manually if necessary during a transaction to facilitate the customer's life), display the point balance on a ticket which could fall into the wrong hands could encourage fraud. It's like an ATM cash withdrawal ticket - there is no account balance on the ticket. Your wiiv account is treated like a bank account.

Can I use my points to purchase products that are exempt for earning points? E.g. LPG, cigarettes, or phone cards?

Indeed, you can use your points to pay for products on which you do not earn points.

  • Winner's Home Delivery
  • A7 Royal Road, St Pierre, Moka 81407
  • +230 202 0707