How we've adapted our Online Shopping and Click & Collect services due to COVID-19.
We've adapted our Online Shopping and Click & Collect service due to an 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 is in store or online, and be courteous towards our staff.
Time slot availability
Due to an increase in demand, your preferred time slot may not be available when booking a collection or delivery. We recommend booking further ahead. You can book in a Click & Collect or delivery up to 7 days in advance.
We have now introduced contactless delivery for all customers. If you are self isolating, vulnerable, unwell or have any specific delivery instructions please let us know in the delivery notes when you place your order. Deliveries will be left at the doorstep, unless other instructions are provided. All of our drivers sanitise their hands before and after every delivery.
You can still edit your order up until 12 hours before collection or delivery. You can do this by logging back into your account & editing your current order.
Click & Collect hygiene protocol
Our Click & Collect lockers and cooler bags are cleaned between each collection and we have increased hygiene protocols at our stores.
We are currently experiencing an increase in demand for online shopping at some of our stores. You may find that click & collect and delivery timeslots are unavailable at your local New World.
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.
With an increase in demand some products may be 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.
Our usual process of calling or messaging customers about substitutions may not be possible for some of our stores. We apologise in advance for this.
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.
Order cancellation 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.