How far in advance can I order?
You can order up to 7 days in advance of the day you want to collect or get your shopping delivered.
If I want to place an order, change an order or cancel it, when can I do it by?
You can place, change or cancel your order up to 6 hours prior to order pick-up/delivery time; however, for order pick-up/delivery before 10am, you can make changes up until 10pm the night before (the order cut-off time). However, special cut-off times may apply for order changes during the summer holidays; click here to see if this is the case for your order.
How do I cancel my order?
To cancel an order, go to My Orders, select the order and follow the prompts.
How do I change my order?
To change an order, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts.
Please note that any updates to your order may result in a change in the total price of your shop. There may be price variations for some of the items in your order, as well as variations of the service fee (if you’ve opted for delivery), based on the final value of your shop and the time the amends are made.
Is there a minimum order value?
The minimum order value is only $1.
Where does my order come from?
Your order will be picked and fulfilled from the store you’ve chosen.
Do you supply trade orders?
No, we do not supply trade customers. If we suspect that you are purchasing goods for resale, then we will not be able to fulfil your order.
Can I buy everything that’s available in store?
You can buy most things online however there are some exceptions, such as flowers, gift cards, tobacco, hot food, oversized items and very heavy items.
Can I buy alcohol online?
Alcohol is available online for customers aged 18 years and over (please note that it is illegal to make a false declaration of age in order to purchase alcohol). Furthermore, someone aged 18 years or over needs to pick up or receive the order; a proof of ID will be required.
How do I shop from a saved list or previous order?
Go to ‘My Lists’ or ‘My Orders’, select the list/previous order you’re interested in and then select ‘Add to order’. New prices may apply to the products from your previous order.
How do I create a list?
Select ‘My Lists’ and use the + symbol to add a new list. You can also create a list at any time during your shopping by swiping your basket up and then selecting the list icon at the top (‘Add order to list’).
How do I edit a list?
Go to ‘My Lists’, select the list you want to edit and follow the instructions.
What happens if a product I’m after is out of stock?
Before submitting your order you can let us know your substitution preference. If you accept substitutions, your Personal Shopper can select a similar item for you if the original item you have ordered is unavailable. Otherwise, if we can’t supply the product requested, you won’t receive another product in its place.
There are some products we won’t normally substitute, such as alcohol, baby formula, hair dye and vitamins. These products are usually specifically chosen by customers based on personal taste and preference, and therefore aren’t appropriate to substitute.
If I accept substitutions, what price will I be charged for the items that have been substituted?
If a product you have ordered is not available, we will try to substitute it with a similar product of equal or higher quality, but we will only charge you an equal or lower price.
Can I give my Personal Shopper special instructions?
Yes, you can. Just swipe up your basket and use the comment icon (top left) to add an order comment (e.g. ‘no plastic bags, please’). Alternatively, select a specific product and then use the comment icon to add a product related comment (e.g. ‘green banana, please’).
Do I need to save my trolley as I shop?
Your trolley will be saved automatically if you are logged in. Items will remain in your trolley until you purchase them. No matter what device you sign in from you’ll be able to see any items you’ve added. Please keep in mind that specials and deals are only available for a certain period of time and will be priced at the date the order is submitted.
How do I know that my order has been successfully placed?
Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and an estimated order value.
What bags will you be using for my order?
We’re saying goodbye to single-use plastic bags.
Your online order will be packed in paper bags at a cost of 20c each, to a maximum charge of $1. As more than 5 bags are usually needed for online orders, we’ll be including the $1 bag fee upfront. Once we've packed your order we’ll refund the difference if fewer than 5 bags were used.
This will apply as of 1 January for most New World stores, however Devonport, Howick, Marton, Mt Maunganui, Turangi and Whangamata have already gone single-use plastic bag free and are using paper bags instead.
It's the best solution we have available at the moment. We’ll continue to look into other options, and will keep you up to date on any news.
Why do I have to pay for paper bags?
Paper bags cost significantly more than single use-plastic bags. As a result we need to charge for these bags to cover the cost of the bag itself, warehousing and transportation.
Why can’t you use reusable bags?
Unfortunately, we don’t have the infrastructure to store and clean reusable bags for online shops that eliminate the risk of cross-contamination. We take the health and safety of our customers seriously, that’s why we can’t offer this option.