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Today8.00am - 8.00pm
Sunday8.00am - 8.00pm
Monday8.00am - 8.00pm
Tuesday8.00am - 8.00pm
Wednesday8.00am - 8.00pm
Thursday8.00am - 8.00pm
Friday8.00am - 8.00pm

COVID-19 updates

Updates from the New World team about COVID-19 and our stores


Update 12 May - Supermarket safety protocols remain at Alert Level 2

New World is in complete support of the Government’s plan to move the country to Alert Level 2 and the strong need to focus on continued physical distancing as New Zealand transitions down from Alert Level 3. New Zealand has gamely tackled COVID-19 and the consistently low number of new cases now being identified is extremely positive. We believe a cautious move back to a more widely functioning economy is a very positive step.

The requirement to continue appropriate physical distancing, in particular from strangers, means that at Alert Level 2 customers will experience largely the same safety protocols at the supermarket as they saw during Alert Levels 3 and 4. We will continue to maintain the heightened cleaning protocols, perspex protection screens and physical distancing – and numbers in-store will continue to be managed to ensure both staff and customer safety.

As New Zealand moves back to Alert Level 2, we remain extremely appreciative of the hard work our emergency services, police and medical teams have put in as the country has fought hard against COVID-19. Priority queuing was originally put in place to facilitate access while store hours were limited during Alert Levels 3 and 4 and as opening hours have now returned to normal it feels like the right time to cease this service.

We will continue to maintain the heightened cleaning protocols, perspex protection screens and physical distancing – and numbers in-store will continue to be managed to ensure both staff and customer safety.

Our stores remain 100% committed to ensuring New Zealanders grocery needs are met, and the teams are firmly focused on managing supply, meeting customers’ needs and ensuring a safe and comfortable shopping experience for all.

We will continue to monitor the number of people allowed in stores as we have during previous alert levels to maintain the appropriate physical distancing. Stores are now allowing customers to shop with their families on a store by store basis, but if you can, please continue to shop alone. If you need to shop with your partner or children, please comply with physical distancing measures and stick together when shopping in store.

We acknowledge some of the physical distancing protocols will be challenging as we head into winter, and we ask customers to bear with us as the teams do their very best to keep queues outside to a minimum while adhering to health and safety requirements.

We ask shoppers to please remain patient and considerate of each other and our staff during this time – #shopnormal #shopsafe #bekind.

Questions? Read the FAQs below. 

 

Adjustments to store trading hours.

Some New World stores are adjusting their opening and closing times to allow our team the time to stock the store safely and enables us to provide any additional support they require. Thank you for your understanding and support. Store hours may change at any time and we are updating our store hours daily.

Follow your local store on Facebook for the latest store notices. If you’re on a desktop, please use the red bar above to choose a store and check their hours. If you’re on mobile, please tap the three line on the top left of your screen.

Changes to Online Shopping  

We've adapted our Online Shopping and Click & Collect services due to a significant increase in demand. We’re working hard to fulfil all online orders, but we ask you to please be patient and continue to shop normally, whether that's in store or online.  

Find out more

COVID-19: Your FAQs answered

How will the move to L2 change physical distancing measures in store?  

As the country moves from Alert Level 3 to Alert Level 2, the requirement to continue appropriate physical distancing, in particular from strangers, means that at Alert Level 2 customers will experience largely the same safety protocols at the supermarket as they saw during Alert Levels 3 and 4. 

This means maintaining the 2m physical distancing length, managing in-store customer numbers, perspex screens and increased hygiene measures will continue to keep our customers and staff safe.  

Why are there still long queues if we’ve moved down Alert Levels?

We are maintaining the 2m physical distance for customers and staff in and around the store so we can play it safe. Customers will still find floor decals, perspex screens and limited numbers in store so the 2m distance is maintained during your shop and as staff work hard to replenish shelves.  

We continue to ask customers for their patience if their store has an external queue to enter the store or a queue at checkout.  

By sticking to the ‘one shopper per household’ policy, we’re able to allow more customers in store and keep external queues moving. When you shop with multiple members from your household, you’re taking away spots for other customers to enter the store in a timely manner and lengthening the wait time for those who are waiting in the external queue.  

Why do your stores still require the 2m distance when other businesses are only allowing 1m distance?  

The requirement to continue appropriate physical distancing, in particular from strangers, means we need to keep the 2m physical distance requirement in stores since lockdown began so we can continue to play it safe. 

Are you removing the queue prioritisation of emergency workers and medical professionals from stores at L2?

As New Zealand moves to Alert Level 2, we feel it is the appropriate time to cease priority queuing for emergency workers and healthcare professionals. We remain extremely appreciative of the hard work our emergency services, Police and medical teams have put in as the country has fought hard against COVID-19, however, priority queuing was put in place to facilitate access while store hours were limited during Level 3 and 4 – as opening hours have returned to normal it feels like the right time to revert back to normal shopping protocols as well.

Will the move to L2 impact stores’ takeaway coffee? Will stores with seated cafes open up under L2?  

Stores offering a takeaway coffee service will continue to do so under Alert Level 2 adhering to appropriate restrictions and utilising contactless ordering and payment processes to keep customers and staff safe.  

Stores with seated cafes will be opening back up on a case by case basis. Store cafes which have reopened, will comply with the Government’s ‘three S’ rule (seated, separated and single server) and all customers will be asked to comply with these measures to keep everyone safe. We ask customers to please visit their local store’s Facebook page to learn if their store’s café seated area has reopened. 

Unless stated otherwise, all food and drinks, including coffee, prepared or purchased on site, cannot be consumed on site. Please note this does not apply at store cafes.  

Are stores changing their trading hours to comply with L2 and more people going back to work?

Most stores are back to their normal trading hours, but for confirmation, we recommend visiting the brand website or your local store’s Facebook page to stay across your store’s trading hours.  

Will stores still have product limitations in place? 

Most product limitations in stores have been removed and we encourage customers to continue to shop normally.  

Will there still be queues to get into the store and at checkout? 

With the need to maintain physical distancing, there may still be queues both outside and in-store, this is because shopper numbers in-store will continue to be limited. Security at store entrances are responsible for monitoring stores’ numbers and stores’ one in, one out policy.  

Will Lotto be opening back up? 

Lotto NZ counters are able to re-open under Alert Level 2 with additional health and safety measures in place to keep staff and customers safe. We ask customers to please adhere to the physical distancing measures at Lotto counters. 

Can I shop with my family? 

We will continue to monitor the number of people allowed in stores as we have during previous alert levels to maintain the appropriate physical distancing. Stores are now allowing customers to shop with their families on a store by store basis, but if you can, please continue to shop alone. If you need to shop with your partner or children, please comply with physical distancing measures and stick together when shopping in store. 

I’ve heard some customers are being pretty unkind to some of your front-line staff. 

We need customers to play their part in pulling together to fight COVID-19 and we need to look after each other. The arrival of COVID-19 has absolutely put pressure on our supply chain, but it’s robust and we’re coping well under the circumstances. The best thing people can do to help us get through this is to shop normally and resist the temptation to stock up, this is where the pressure comes.  We have all the basics in good supply.  

Our request is to please be kind to our staff on the front line, they are humans like the rest of us, dealing with volumes akin to Christmas every day. We may all need to take a deep breath from time to time as everyone is doing their best. Please be patient with staff and remember the Golden Rule: treat others how you would like to be treated. 

Are you going to keep sanitising trolleys and baskets?  

Yes, robust cleaning and sanitisation processes for high-touch areas and objects such as checkout conveyor belts, self-checkouts, doorknobs and trolleys remains in place.  

Are you providing antibacterial wipes and/or hand sanitiser for staff or customers? 

Our stores have sanitising facilities for customers to use including wipes for cleaning trolley handles and hand sanitiser dispensing units which are placed strategically around stores. Some stores might even have designated staff wiping down trolleys after customer use.  
 
At store and throughout the supply chain, staff are across all health and safety protocols as advised by health authorities to keep themselves and customers safe. This includes cleaning and disinfecting measures which are in place throughout the entire store and are aligned with food safety practices and frequent hand washing. Our checkouts are sanitised regularly throughout the day and again if any spills and leaks occur.  

We advise customers to thoroughly and routinely wash their hands as maintaining robust personal hygiene and keeping physical distance from others remains the best defence against COVID-19.  

Will checkout bag packers be coming back? 

The return of checkout bag packers will be reintroduced on a store by store basis. Please check with your local store for their policy, but please be prepared to continue packing your own bags and/or trolleys. This is so we can all maintain the 2m physical distancing requirements within checkout areas. Thank you for understanding and your flexibility.  

How to shop safe 


The staff at your local New World want to ensure you can shop for your Easter essentials safely. Here are some things you can do to help our stores: 
Plan what you need before you shop
Getting in and out of the supermarket quickly is important to ensure we all limit contact and stay safe. Make sure you know exactly what you need to buy to make your shop as efficient as possible.
Designate one person to do your shop
To help limit shoppers please send just one person from your ‘bubble’. This means everyone can move freely around the store and maintain a safe distance from fellow shoppers and staff.
Follow physical distancing guidelines
Remember to maintain a two metre physical distance from staff and customers when in store and wait at the designated floor markers when in line to help keep everyone safe.
Be patient and kind

Let’s continue to be patient, kind and considerate towards other shoppers, staff and one another. We know things are taking a little longer, but with your help and kindness we can all get through this together.

 

What we're doing

If you need any support at any time, here are some organisations that can help. 
 
Help keep children safe. Worried about a child’s ongoing safety? 
Call Oranga Tamariki on 0508 FAMILY (0508 326 459) or email [email protected]
If you know a child in imminent danger,  call NZ Police on 111.
 
Women’s Refuge Call the free Crisisline on 0800 REFUGE or 0800 733 843 or visit womensrefuge.org.nz or use the Shielded Site button. at the bottom of the page
Mental Health Foundation Free call or text 1737 any time for support from a trained counsellor. 
Lifeline 0800 543 354 or (09) 522 2999 / Free text 4357 (HELP)
Youthline 0800 376 633
Samaritans 0800 726 666

 

COVID-19 updates

 
Update 14 April - Foodstuffs commits more than $1 million to support New Zealanders affected by the COVID-19 pandemic

Foodstuffs’ brands – including New World -  have committed to donate more than $1 million to help New Zealanders who are facing tough times due to COVID-19. Read more.

 

Update 9 April - New World and Student Volunteer Army add Auckland 

New World and the Student Volunteer Army are adding Auckland to their growing list of locations, delivering groceries to older and vulnerable customers who’re unable to leave home while the country is in Alert Level 4 of the National Pandemic Plan. Read more.

 

Update 9 April - Keeping the Easter Magic Alive this Weekend

A collective sigh of relief was heard across the country when the Prime Minister deemed the Easter Bunny an essential worker. As we head into the next two weeks of lockdown, there might be a struggle to stay motivated or find inspiration to bring the Easter spirit to life in our bubbles. Read more

 

Update 6 April - New World joins forces with the Student Volunteer Army to assist elderly and vulnerable customers with contactless grocery deliveries

New World is joining forces with the Student Volunteer Army to help get grocery supplies to elderly and vulnerable New Zealanders who are unable to leave home while the country is in Alert Level 4 of the National Pandemic Plan. Find out more

 

Update 3 April - Foodstuffs trialling virtual check-in solution to improve store customer experience  

Foodstuffs is trialling a virtual ‘check-in’ solution to improve customer comfort and safety when they arrive for their essential supermarket shopping during the Level 4 lockdown. The physical distancing measures we need to maintain inspired the teams to innovate a solution which would simplify store arrival and give customers the flexibility to wait where they please. Customers who virtually check in on their phones will receive a text when it’s their turn to enter. Customers who physically check in with a team member at a desk will have their names put on a list, and their name will be called when it’s their turn to enter.  

The solution is currently being trialled at New World Kumeu to overwhelmingly positive customer feedback. Find out more.

 

Update 27 March - Foodstuffs stores invite New Zealand’s emergency services and medical personnel to take priority in store

Foodstuffs stores are inviting uniformed emergency services and medical personnel to take priority at the checkout and external queues in any store, at any time nationwide starting today.

Effective immediately at all New World stores around New Zealand, any emergency service or medical professional wearing their uniform or carrying DHB, medical centre or proper identification will be given priority to enter the store, should the store have a line, and to go through the checkout line first. Read archived updates

Update 25 March - New World responds to the country’s move to Alert Level 4 of the National Pandemic Plan 

As we’re sure you’re aware, New Zealand has entered the Alert Level 4 ‘Eliminate’ phase of the National Pandemic Plan. The team at New World would like to provide you with an update on some of the changes that we’re introducing to help keep our customers and staff safe and healthy. 

The good news is that our New World stores will remain open as the Government has identified supermarkets as one of the essential services to stay accessible during Alert Level 4. 

Read archived updates.

Update 23 March - Our response to the Government’s announcement to move to Alert Level 3 of the National Pandemic Plan

New Zealand is now in the Government-enforced restriction phase of the national plan designed to stem the spread of COVID-19. These are extraordinary times and if we are to protect our people then extreme measures do need to be taken. Read archived updates


Update - 22 March 2020

Our stores remain 100% committed to ensuring New Zealanders have their grocery needs met and we are doing everything we can to make this happen. 

Supermarkets are one of the essential services Government has identified and will remain open and able to meet the needs of New Zealanders. Our store staff, suppliers, truck drivers, warehouses, customer service and support personnel are critical to helping New Zealand unite against COVID-19. We are extremely grateful to the fact our teams are continuing to work tirelessly to meet New Zealand’s needs at this time, without their ongoing dedication we simply couldn’t make it happen for you, they are the mainstay of what we do. Please #shopnormal and we will do all we can to support you. Read archived updates

 
Update - 19 March
New Zealand grows and makes some of the best food in the world (in our humble opinion), and our distribution centres and store teams are going above and beyond to make sure we’ve got plenty of it available on our shelves. But, we need your help:
  • Shop like you normally would
  • Shop in our stores
  • Look out for each other
  • Read archived updates

    Update - 17 March 2020

    We’d like to assure our customers that New World has a strong plan in place around COVID-19 which includes keeping our people and customers safe – our focus is very much on ensuring New Zealanders have the essential products they require and we are working with our suppliers to make this happen every day. Read archived updates.