We are currently experiencing very high levels of demand for online shopping, and our pick up times are filling fast. Where possible please shop in store where we have measures in place to ensure your safety. With limited timeslots available please consider those who rely on online shopping because they are sick, vulnerable or over 70 years before placing an order.
TIME SLOT AVAILABILITY
Due to an increase in demand, your preferred time slot may not be available when booking an order collection. We recommend booking further ahead. You can book in a collection up to 7 days in advance. We recommend booking further ahead, or if you are able, please shop in-store where we have measures in place to ensure your safety.
CLICK & COLLECT HYGIENE PROTOCOL
Our Click & Collect lockers and cooler bags are cleaned between each collection. However, if you are currently self-isolating, please do not come to store to collect your Click & Collect order. Instead please arrange for a friend or family member to pick up your groceries for you.
PRODUCT AVAILABILITY
We’re sorry if some of your chosen items are temporarily unavailable. If the product is unavailable on the shelf when your order is being picked, then it will not be included in your order. If this happens, we suggest you check back at store in the next day or so. We are working hard to get stock replenished on shelf as quickly as possible.
SUBSTITUTIONS
If you have indicated that you are happy with substitute products, we will do our best to find an alternative if your preferred option is not available. However, we will need to do this without contacting you to ensure we fulfil as many customers' orders as possible.
Our usual process of calling or messaging customers about substitutions will not be possible with the increase in demand. We apologise in advance for this.
ALCOHOL
If your order contains alcohol, you will need to present a valid form of ID (e.g a current NZ driver’s license or a current passport) as proof of age. Alcohol can only be supplied to customers 18 years and older.
To minimise the spread of the COVID-19 virus, ID’s will need to be checked from a 2m physical distance. Please follow instructions from our staff, to ensure both your safety and their own.Due to an increase in demand, your preferred time slot may not be available when booking a order collection. We recommend booking further ahead. You can book in a collection up to 7 days in advance.
ORDER CANCELLATIONS AND REFUNDS
On occasion, due to demand, we may have to decline an order. We are doing our very best to ensure this doesn’t happen but due to the current increased demand we may be unable to fulfil some orders. If your order is cancelled, you will receive a notification by email.
Our customer care team is very busy at the moment and managing an increased number of calls and emails so it may take a little longer to process any refunds. We please ask that you only contact our customer care team for urgent enquiries.
We apologise in advance for any inconvenience that you may experience due to this significant increase in demand. We are working hard to fulfil all online orders but we ask you to please be patient and continue to shop normally, whether that is in store or online, and be courteous towards our staff.