Changes to Online Shopping - latest updates

Tuesday, 31 March

We’re reserving our Delivery service for people who need it most.

To make sure our online delivery service is available to those who need it most, our delivery time slots will be reserved for our Priority Assistance customers first before they’re made available to other customers. We’re working hard to add more times and will open these up for all other customers as soon as we can. If you’re able to, please shop in our stores.

Once again, thank you for your continued understanding and patience during this time of unprecedented demand. We encourage all our customers to shop as you normally would both instore and online, and to be thoughtful of others to ensure that all Kiwis have access to the food and products they need.

All deliveries are now contactless

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

Temporary limits in place

We’re continuing to see a high demand for certain products. To help make sure there’s some for everyone, we have introduced a temporary limit of two similar items per order across most of our store.

Exceptions include meat, bread and bakery which have a limit of four per order and baby food (pouches, jars and tins) which have a limit of six per order. Produce and deli currently have no limits.

We want to encourage customers to shop as they normally would and not to stockpile; there is plenty of food available but we need to be able to get this through the network and out to stores.

We will 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. Our personal shoppers will not be able to phone you to check substitutions, but we’ll do our best to get it right.

If we’re not able to fulfill 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.

Refunds

Refunds are taking longer to process than usual and could take as long as four days.

If you need a refund then our virtual assistant ‘Olive’ can help with that. You can find Olive on our contact us page.

Changing your order

Unfortunately we're currently experiencing an unprecedented number of calls and as a result our customer care team are temporarily unable to change your order after it has been placed. This means you won’t be able to add or remove items to your order or change your delivery date or time so please check your order carefully before completing checkout and payment.

Please only call us if you urgently need to cancel your order. We apologise in advance for any delays in getting through to a customer care advisor.

Olive

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.