Frequently Asked Questions



How can I purchase a Windsor gift certificate?

You may purchase a gift certificate online and select a digital or physical voucher. A digital voucher is emailed to the email address supplied under “Recipient Email”.¬†If you wish to make an offline purchase instead, please call Guest Services at 03 9633 6000 or email gsv@thw.com.au

How soon will my orders be sent out?

All purchases made before 6pm (AEST/AEDT) will be prepared on the same day, and posted on the next business day. Please allow one extra day for purchases made after 6pm.

Can I pick up my order in person?

Yes, you can nominate to pick up your order from the hotel. Please allow one business day for processing. More time may be applicable during peak periods. Photo identification and a confirmation of purchase must be presented to pick up your purchase.

How can I pay for my order?

We accept Visa, Mastercard and American Express.


What kind of postage do you use?

We use Express Post by Australia Post to deliver all products. Delivery time varies between certain cities but should take about 3-9 business days in Australia. Please allow up to 2 to 3 weeks for international deliveries.

Can I change my delivery address?

Yes, you can change the nominated delivery address as long as the item has not already been shipped. Please contact us to find out more information.

I received an incorrect/a damaged product.

Please contact our Guest Services team at 03 9633 6000 or email gsv@thw.com.au so we can investigate and correct this.

My purchase has not arrived.

Australia Post issues a code to track the delivery of your purchase. Please contact Guest Services and we can assist with tracking this. Delivery time varies between certain cities and suburbs. Please allow up to 9 business days for the product to arrive within Australia and up to 3 weeks for if delivering overseas.