Changes to Online Shopping - latest updates

Friday, 21 August

Our Priority Assistance service is back in place

Our Priority Assistance Service is back in place to ensure that our most vulnerable New Zealanders can continue to get groceries if they have been asked to stay at home. Customers who have previously been approved for this service do not need to reapply; your status is still active and valid.

Allow substitutes and we’ll get you what we can

At the moment we may not be able to source the exact item you have ordered so please tick ‘Allow substitutions’ at the online checkout and we will get you what we can.

If we’re not able to fulfil your order, you won’t be charged for the items we have not supplied. This will be processed by the bank without you needing to contact us.

All deliveries will be contactless

To help keep our team and customers safe, we have temporarily moved to a contactless delivery service. Your delivery driver will knock on your door and leave your groceries on your doorstep. We’ll send you a text message to let you know your delivery has arrived.

Orders will be packed into paper bags

Due to health and safety reasons, we are unable to accept BYO bags for Pick up. Instead, your bags will be pre-packed into paper bags.

Separate Pick up queues at our stores

While we are limiting the number of customers in our stores, for Pick up customers there will be a separate queue to ensure they can collect these orders quickly and easily.


Refunds may take longer to process than usual. If you need a refund then our virtual assistant ‘Olive’ can help with that. You can find Olive on our contact us page.

Thanks for your understanding and support.

The Online Shopping team


Need help? Speak to Olive, the Countdown Virtual Assistant

Our hard-working Customer Care team is experiencing a high volume of calls and emails at the moment so please use Olive, our virtual assistant.