Frequently asked questions

By: Woolworths  06-Dec-2011
Keywords: Direct Debit

Yes. All three sites have a record of your details and order history.

If you are purchasing goods for re-sale in a retail outlet, then we will not supply your order. For orders that exceed normal household/office quantities, you may be charged additional delivery fees.

You will find most advertised Countdown, Foodtown and Woolworths specials available online. Some specials available in our stores will not be available online, whilst some specials available online will not be available in our stores. Specials are displayed Saturday through Friday midnight.

Most Specials run for one week, starting on Saturday and finishing at midnight Friday. At times there will be other specials that run for shorter or longer periods of time. It is best to checkout your order before midnight of the upcoming Friday to ensure you receive the special prices.

The price will return to the normal price. To avoid this happening it is best to checkout your order before midnight of the upcoming Friday.

Countdown online, Foodtown online & Woolworths online offer most products and brands you would find in a Countdown, Foodtown or Woolworths store - including fresh meat and fish, produce, bakery and delicatessen lines. Some products may not be available, including very large items, hot food and gift vouchers. In some areas [normally outside the main cities] the product range is limited to dry goods that do not need refrigeration.

The fresh foods we supply you are selected directly off the shelves in our supermarkets. It is your Personal Shopper’s job to select only the highest quality fresh foods available.

You can place your order at any time. However, the website is unavailable for a short period at approximately 3.00am whilst website maintenance is occurring.

Up to one week in advance.

If you “Allow Substitutions”, your Personal Shopper will select a similar item for you if the original item you have selected is unavailable. If you do not “Allow Substitutions” and we cannot supply the product requested, you will not receive another product in its place.

You can shop immediately if you are paying by credit card.

We will send you an e-mail notification informing you that you are now able to shop. This generally takes between 5 and 10 working days.

You can pay either by credit card or by direct debit. You can currently pay by Visa, MasterCard, American Express or Diners Card. If you would like the option of paying by direct debit, you can set this up when you register, or contact our Customer Care Team for assistance.

As a general rule, payment will be finalised when your order is picked up for delivery. For most areas, this is the same day the order is delivered, but may not be the case for delivery addresses outside the main cities. For Direct Debit orders, payment is finalised the next business day after an order has been picked up for delivery.

Total value of the order is authorised by the banks at the time the order is processed on the website. Payment is finalised on the day your order gets delivered. Depending on your bank’s processes it can take up to 7 working days for this to show up on your account.

Yes, but you must post us your voucher with your online shopping invoice and we will arrange a refund to the value of your voucher.

No, fuel discount vouchers are only available when shopping instore.

A dedicated Personal Shopper handpicks your order. Personal Shoppers are professional shoppers that have been trained to select products as if they were shopping for their own families.

Take the product along with your invoice to your nearest Woolworths or Foodtown store. They will refund you the price you paid for the product.

If any product reaches you in a damaged/spoilt condition, call us and we will arrange a refund.

If a product you requested is not available, we will try to substitute with a similar product of equal or higher value, but only charge you at the price of the originally requested product. Only as a last resort, will we substitute with a lower value product. In this case, we will charge you for the lower value product.

We deliver to most locations on mainland New Zealand, i.e. the North and South Islands although if you live outside the main cities our offer is restricted to non-perishable items only. With the exception of Great Barrier we do not deliver to coastal Islands.

We strongly recommend that you are home to receive your order. Our delivery times have been created to enable you to be home to receive your order. If you are not home, your order may be left at your door, at which point it becomes your responsibility. For your first order and those containing alcohol/tobacco, we may insist on you being home and require proof that you are over 18 and thus eligible to accept the order.

No. It is your responsibility to be home during the delivery time to ensure you are home to receive your order. If your order is left at your door, you are responsible for the order.

No, as the couriers have many deliveries to complete and must do so within a certain time, they need to plan their delivery routes based on what is most efficient.

No, however you will not be charged for the product in your final invoice. If the product is essential, and another brand is OK, use the substitutions feature.

Keywords: Direct Debit