Orders

Account Login

Q. Do I need an account to place an order?

A. No, you can place an order as a Guest user.

We recommend creating a Witr account as it will save you time when next shopping with us online.

Q. I have forgotten my password

A. If you have forgotten your password, you can reset your password.

If you attempt to login with the wrong password 3 times or more, your account will be locked. You will need to contact us to unlock your account. Your order history and account information will not be lost.

If you are in a hurry, you can place your order as a Guest user.

Q. How do I create an account?

A. Use our sign up form or register during checkout.

Q. How do I update my details on my account?

You can update your account settings using the Profile and Settings option in My Account. You can also update your personal details, password, addresses etc.

Product Search

Q. Why can’t I find an item online?

A. If stock of an item is finished, we will not show that item.

Q. Why can't I buy an item online?

A. Please contact us if you have problem purchasing any product

Q. The item I want is out of stock. What now?

A. Whilst we try to hold enough stock to keep up with customer demand, some popular items can sell out quicker than expected. Our everyday items are regularly restocked, so check back for these Seasonal items, including items we range specifically for Ramadan, Eid etc.

Q. I want to place a large order but it’s out of stock

A. If you want to bulk buy items and cannot purchase through the website, please contact us. Once contacted, we will contact you via email within 2 business days, with the item availability and expected delivery costs and timeframes. Please note, we only accept payment upfront and do not accept purchase orders

Q. Which web browser should I use?

A. Our site works on mobile, tablet, desktop and laptop. We recommend using the latest versions of iOS, Android, Windows and macOS along with the latest Chrome, Internet Explorer, Firefox or Safari web browsers. Using the latest versions will give you a faster and smoother experience. If you are experiencing problems using a mobile or tablet device, please try a desktop or laptop computer.

Q. Assistive Technologies

A. We are committed to ensuring as many people as possible can use our website. If you use assistive technologies, such as screen readers or magnifiers and encounter an issue using our website please let us know.

How it al works?

How do I place an order online?

  • Search or browse the site for the items you would like to purchase
  • Click on the "View Cart" to review your order, including the delivery fee
  • Click “Proceed to Checkout” to enter your delivery details
  • Enter your address
  • Choose to pay by credit/debit card or PayPal and securely enter your details
  • Once payment has been confirmed, you will receive a confirmation email from WITR with your order number and tax invoice

What happens after I place my order?

  • You will receive an order confirmation via email (Please ensure you check your junk/spam folders in case it lands in there)
  • We secure your stock, pack and dispatch your items to you.
  • Once your stock is secured and packed, we hand your order over to one of our carriers and email you the tracking number
  • Our carriers will be in touch to let you know when to expect your delivery
Cancelations & order changes

Q. An item in my order has been cancelled. Why?

Unfortunately, if we are not been able to secure all items in your order. You will be contacted by email as soon as possible and a refund will be processed. You will be refunded the same way you paid. Please allow 3 – 5 business days for your refund to process.

Q. How did this happen?

We stock all our products in our warehouse. If we run out of stock, we will notify you by email and process a refund for the cancelled item(s). Items may be cancelled and refunded if:

  • We could not secure stock to fulfil your order,
  • Your item was broken or damaged in transit and you can provide photos of the damage to your items
  • Your package was not delivered successfully and the address information provided was correct

Q. My item was cancelled but I can still purchase it online. How does that work?

Stock levels in our warehouse are always changing. Though we try our best to maintain the stock info up to date, there could be damaged or missing items in the warehouse which didn't reflect on the website immediately.

Q. Can I change or cancel my order after purchase?

No, we are unable to change or cancel your order once it has been processed. If we haven't processed the order yet, you can contact us for a refund. This will be assessed on case by case basis

Shipping

Delivery & Tracking
Q. How long does it take to process my order
 
Despite our full commitment to our customers, in rare cases, it might take up to 48hr to process an order after receiving the payment. So, please wait for at least 48hr before contacting us about the shipment of your order.
 
Q. How can I track my order?
 
You can track your order by doing one or more of the following:
Check your order status on Track your order.
Use the tracking information provided in your shipping confirmation email
Once your items have been sent, you will receive an email* containing a tracking ID number and link. Be sure to check your junk/spam folder in case it lands there
Please note, your order may arrive in multiple packages from multiple carriers. In this case, you will receive multiple shipping confirmation emails to track your order
 
Please allow 4 business days from purchasing your items, for your entire order to be dispatched and the shipping details confirmed by email. For more information, see our delivery timeframes.
 
Please note, You may receive multiple shipping confirmation emails if your items have been sourced from multiple stores.
 
Q. Can I change my delivery address after my order has been placed?
 
No, you cannot change your address once it has been placed. 
 
Once you receive your shipping confirmation email, it may be possible for the courier company to change your delivery address or redirect your order. Please contact the courier company directly to discuss your options. 
 
If your order cannot be delivered it will be returned to our warehouse. After receiving the package, we will cancel and refund the cost of the items excluding the delivery fee which is non-refundable.
 
Q. What are your delivery timeframes?
 
Once you’ve received your order confirmation email, please allow:
Metro delivery; 3 - 5 business days
Regional delivery; 5 - 7 business days
Remote delivery; 7 - 14 business days
 
While we always strive to ensure on-time delivery, there might be instances when the package may be delivered past the confirmed date.
 
Q. Who will deliver my order?
 
We use multiple carriers to deliver our online orders. The tracking link in your shipping confirmation email(s) will take you directly to the carrier’s website to track your package.
 
Q. What is an authority to leave?
 
When you give authority to leave, you are allowing our carriers to leave the package unattended at your address without a signature.
 
Please note:
 
If the carrier believes the location is not secure, they will not leave the items unattended
If you opt to leave your order unattended, WITR will not be responsible for any lost or stolen packages
 
Q. I gave authority to leave, but the carrier didn’t leave my package. Why?
 
Safely delivering your items is our courier’s priority. If the carrier believes the location is not secure, they will not leave the items unattended.
 
Q. What if I am not home when my order arrives?
 
If you provide authority to leave during Checkout, you are allowing our carriers to leave the package unattended at your address without a signature.
If the carrier believes the location is not secure, they will not leave the items unattended
 
If you do not provide authority to leave, our carriers will leave a note directing you to next steps. 
 
Q. Will I have to sign for my delivery?
 
If you provide authority to leave during checkout, you will not be required to sign for your delivery. 
 
If you do not provide authority to leave, you may be required to sign for your delivery.
 
Q. I didn’t pick up my package, and it’s been returned. What happens now?
 
Once the package is returned to us, we will cancel and refund the cost of the items excluding the delivery fee which is non-refundable.
Can I pick up my order?

We do not offer any pick up options. We only offer deliveries. Our warehouse is not designed for pick ups.

Return and Refunds

Q. When will I receive my refund?

Depending on your bank, it can take up to 5 business days for the refund to appear in your account.

Q. How will I be refunded?

You will be refunded the same way you paid.

Q. What is WITR’s return policy? Will I get a delivery fee refund?

Please check our return policy here.

Shipping Calculation & errors

Q. Why am I seeing shipping calculation error "There are no shipping methods available. Please ensure that your address has been entered correctly, or contact us if you need any help" on my shopping cart/Checkout.

A. Either total weight of your order exits 25 kg or your postcode and/or Suburb is not in our supported shipping zone. Please verify your detail and make sure you don't have any typo. Lastly, contact us so that we can help you to resolve your issue. 

Q. What is the maximum wheat of the order?

A. There is no maximum weight limit for your order. But our automated Shipping calculation can only calculate up to 25kg. If your total goods weigh more that 25kg, it will fail to calculate. In this case, please contact us. We will manually calculate the shipping cost for you and will organisae the payment accordingly.

Q. Why am I seeing multiple Shipping packages?

A. As we ship bulky items like Zamzam water separately, we split the shopping cart and calculate the shipping based of the products.

Q. Why do you ship Zamzam separately.

 

A. Boxes of Zamzam water are heavy. Thus we ship them separately to avoid damage to your other purchased products.

Useful Info

Shop Online Securely

We use industry standard 256-bit SSL encryption. Our Secure Server Software locks all critical information passed from you to us, such as personal information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.

Witr does not capture or store your credit card information at any time - even temporarily. No part of the Witr website has any access to your credit card information, giving you additional peace of mind.

Tax & Invoice

Q. How do I find my tax invoice?

A. Your tax invoice is 'the original order confirmation email' you received after placing your order. You can email us if you need a copy of the invoice. Please note, we do not include the tax invoice in your package.

Q. What is your ABN?

A. WITR ABN: 34 923 709 533

Need More Help?

Click here to get in touch so we can help you out.

Our T&C and Policies

Terms and Conditions

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Privacy Policy

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Returns and Shipping

Click here for our Returns and Shipping Policy