Frequently Asked Questions

About New World online shopping

Follow our simple steps or videos below which show how to register and place your first order and you'll be shopping from the comfort of your home in no time.

Step 1 - Register

Simply complete the online shopping registration here using your Clubcard account email, and start shopping right away. Alternatively, you can download the New World app from the App Store or Google Play, complete the registration and then start shopping.

Step 2 - Choose delivery method

Select your store and delivery address and method (delivery or Click & Collect).

Step 3 - Place your order

Shop! Browse specials, fresh produce and more, then place your order.

 

How to register for online shopping

 

How to select your delivery method

  

How to select products and place your order

 

 

For a step-by-step guide on how to register and complete your first shop, download our guide here.

Not necessarily, however shopping as a Clubcard member is a rewarding experience, both online and in store. You’ll enjoy instant discounts with exclusive Club Deals and get rewarded by collecting Fly Buys points or earning Airpoints Dollars™. Join Clubcard now (if you haven't done so already).

Simply complete the online shopping registration here and start shopping right away. For a step-by-step guide on how to register and complete your first shop, download our guide here. 

Alternatively, you can download the New World app from the App Store or Google Play, complete the registration and then start shopping.

You can do your grocery shopping wherever you are and whenever it suits you, on your computer, smartphone or tablet, using our website or mobile app. There are two convenient ways to shop: Click & Collect and Delivery (available in certain areas).

Managing your account

You need to be logged in to change your password; go to ‘Edit my account’ in the main menu and select ‘change password’. If shopping online as a Clubcard member, keep in mind that the same password is used for your New World Clubcard login, so once changed via the New World app or website, it’s also changed for your New World Clubcard login.
To retrieve your password, go to 'Forgotten password' in the login screen, enter your registered email address and we’ll send you the instructions on resetting your password. 
To change the email of your account please contact customer service on 0800 463 996.
To add a new delivery address, go to the ‘My Addresses’ option from the menu and follow the instructions. The most recent address you’ve added will be automatically selected for delivery. Please note that the products available and their prices may be different depending on the address you select.
Yes, you can have multiple delivery addresses, and you can name them to make them easy to identify. 

Orders

You can order up to 7 days in advance of the day you want to collect your shopping or get your shopping delivered. Occasionally we may release timeslots early which will be displayed within the timeslot selection dropdown.

You can place, change or cancel your order up to 12 hours prior to your order pick-up/delivery time.

Please note that if you change your order, all of the prices of your order will update to the current pricing at the time your order is resubmitted.  This means you will lose the benefit of any promotional pricing which applied when you first submitted your order if that promotional pricing is no longer applicable. However, you will gain the benefit of any promotional pricing that has been introduced since you placed your original order and is current at the time you resubmit your order.

To cancel an order, go to My Orders, select the order and follow the prompts.
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.
The minimum order value is only $1.
Your order will be picked and fulfilled from the store you’ve chosen.
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.
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.
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.
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.

Select ‘My Lists’ and follow the instructions to create a new list. When using the mobile app, 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’).

Go to ‘My Lists’, select the list you want to edit and follow the instructions.
Before submitting your order you can let us know your substitution preference. If you accept substitutions, your Personal Shopper will endeavour to 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 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.
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’).
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.
Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and an estimated order value.

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 adjust the bag fee if fewer than 5 bags were used.

If you prefer that no bags are used, please state this in the Order Details screen before submitting your order. The store will then endeavour not to use bags and won’t charge a bag fee if other packaging options are available (e.g. cardboard boxes).

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.
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.

Pricing and payment

While we endeavour for prices shown online to match our in-store prices, they may not always be the same.
Most specials run for one week, starting on Monday and finishing on Sunday – however at times there will be specials that run for shorter or longer periods of time. Check out the product screen to find out when specials are valid.

Any product special advertised on the day the order is placed will be honoured, regardless of the order collection/delivery date.

Please note that if you edit your order, all of the prices of your order will update to the current pricing at the time your order is resubmitted.  This means you will lose the benefit of any promotional pricing which applied when you first submitted your order if that promotional pricing is no longer applicable. However, you will gain the benefit of any promotional pricing that has been introduced since you placed your original order and is current at the time you resubmit your order.

Yes, you can have more than one credit or debit card linked to your account. When you save a payment card to your account it is stored as a token to protect your sensitive data.

Each time you shop with us online you’ll be able to choose which card you want to use to checkout.

If your card doesn't get added to your account the first time, the best thing to do is check all the details you have entered are correct and try again. If you still get an error message after retrying then you will need to contact your card provider.

Some prepaid and payment cards do not support 3DS authentication and may not be able to be used. If you are unable to add your card please check with your card provider - they will be able to confirm if their card supports 3DS security verification.

You will find most advertised specials available online, including exclusive Club Deals.
 

If you use the sort by price feature, the price used for sorting and ordering the products will be the promotional price, except for multi-buy promotions. 

If you are sorting by per unit price, products that doesn’t have a per unit price available (for example, because it is exempt from the unit pricing regulations) will appear at the end of the list, after products with available per unit pricing.

In the case of multi-buy promotions, the price used for sorting will be the price you will pay if you only purchase one product. 

To ensure the best performance and a smooth browsing experience on our Specials pages, we limit display to 1,000 products at a time.

When you sort by price on the New World App, products are sorted by their promotional price (except for multi-buy promotions). For multi-buy items, the price shown is for a single unit.

To keep the app running smoothly, we show up to 100 products at a time.

A "Sort by Unit Price" option is coming soon!

The final value of your order may differ from the estimated total. Items in your order are charged at the price applicable at the time you submit your order or any subsequent order amends, except in the following cases:

  • When an item is out of stock – you won’t be charged for that item
  • If we substitute an item – you'll be charged an equal or lower price than the price of the original item
  • Variable weight products – when we pack your order, we weigh the items and charge the price per kilo at the time you ordered for the exact weight supplied
North Island service fees:

Click & Collect: 
Spend $50 or more – Free 
Spend under $50 - $5 service fee.

Delivery:
Spend $200 or more - $9 service fee.
Spend under $200 - $14 service fee.

South Island service fees:

Click & Collect:
$5 service fee, whatever the value of your order.

Delivery:
Spend $200 or more - $10 service fee.
Spend under $200 - $15 service fee.

We can’t accept New World Gift Cards or Christmas Club funds for online shopping at the moment.
We do accept New World Dollar payment online. If you do have New World Dollars available on your nominated Clubcard linked to your online shopping account, you will see this option at the checkout. To add your Clubcard to your online shopping account please call the Clubcard helpline on 0800 80 80 70.

You can pay either by credit or debit card - Visa or Mastercard. American Express cards may also be accepted at selected stores. You can also pay with New World dollars if you have an available balance and your nominated Clubcard is linked to your Online Shopping account.

You can now spend your ASB True Rewards dollar in store at New World nationwide. Simply use your True Rewards card the same way you would your EFTPOS card in store. Click here for more information.

We can’t accept New World Gift Cards, Christmas Club funds, Farmlands or True Rewards cards for online shopping at the moment.

For additional security, if it’s your first time picking up an online order from our store we may ask you to show us ID and the payment card that was used to purchase the order.

Yes, New World online takes payment security seriously. We are PCI DSS compliant and we do not transmit or store unencrypted credit card details. When you save a payment card to your account it is stored as a token to protect your sensitive data.

For extra fraud protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer if you add a new card. When you add a payment card to your online account you will be directed to a short bank process, where you will be required to complete a two-factor authentication step (2FA). Some common examples of 2FA are receiving a one time code to your phone when you make a payment; or when your bank asks for confirmation via its app that you’re really logging in.

A nominal amount of $1 will be taken from your payment card at the time your order is placed and then at each subsequent edit when you checkout. The charge is to ensure your card is valid and these charges will be reversed by your bank within 7 days.

Payment for your final order is charged once we have picked and packed your order, which in most cases is the day your order is due to be collected or delivered.

If you have selected to use New World Dollars as payment or part payment for your order, there will be a hold on value of the NWD against the order until the order is processed.

If your credit or debit card is declined by your financial institution we will contact you to make alternative payment arrangements. We can only release your order for collection or delivery once it has been paid.
No, we don’t offer this type of payment method.
Yes you do; it will be emailed to you after we pick and pack your order. You will receive a packing list with your order.
Please call our Contact Centre on 0800 463 996.

Yes, you will receive a fuel voucher with your order. This voucher will be printed on your packing slip (which you receive with your order) and on your invoice (which is emailed to you).

The fuel voucher value will be determined on the day your order is placed or edited, not the day that the order is collected (or delivered). It can be used only used once and the expiry date will be printed on the voucher.

Delivery

Delivery hours may differ between stores. You can book an available delivery timeslot before you place your order. This slot will be held for you for up to 30 minutes, whilst you shop.
To check whether we deliver to your area, choose the ‘Delivery’ option and then enter your designated delivery address.
We strongly recommend that you are at home to receive your order. If a delivery can’t be made because you weren’t at home during your scheduled delivery time, we’ll contact you. If instructed, we can leave your order at your door (or agreed location), at which point it becomes your responsibility. If your order contains alcohol items, these cannot be left unattended, and will be returned to the store. In this instance, we will refund the amount to your chosen payment method. Additional fees may apply for re-delivery of those items.
No. It is your responsibility to be at home during the delivery time to receive the order. If your order is left unattended at your request, you are fully responsible for it from that point onwards.
You can change your delivery timeslot during your shopping (before submitting your order) by swiping your basket up and selecting ‘Change timeslot’.
To change your delivery timeslot after you’ve submitted your 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 changes may be possible up until the order cut-off time (i.e. up to 6 hours prior to delivery; or, alternatively, up until 10pm the night before, for order delivery before 10am).
Our experienced drivers use equipment designed to keep your groceries at the correct temperature for their whole journey. The driver brings the shopping to your door, where you'll be asked to sign for the delivery.
Our delivery team are all carefully selected employees of the New World store fulfilling your order.
Anyone in the household can sign for a delivery – however, for deliveries which include alcohol, someone over the age of 18 will need to sign; a proof of ID will be required.
No. Our delivery team have many deliveries to complete and they need to plan their delivery routes based on what is most efficient.
Delays sometimes happen due to circumstances beyond our control, so we'll endeavour to contact you and inform you of any delay as soon as we can.
If an item you have ordered is missing from your delivery, please call our Contact Centre on 0800 463 996.
Please contact our Contact Centre on 0800 463 996.

As of the 1st of December, the North Island delivery fees are $14 for orders up to $199.99 and $9 for orders $200 or more.

South Island delivery fees are $15 for orders up to $199.99 and $10 for orders $200 or more.

Click & Collect

To collect your groceries, simply head to the lockers located at the store where you placed your order and enter the code supplied via email. In most cases lockers are situated outside the store, and there are reserved carparks in front for your convenience. In other cases lockers can be situated inside the store.
We can only supply alcohol to customers 18 years or older, so if your order includes alcohol you will not be able to access your locker until you show a valid NZ ID to one of our team members. To get a team member to meet you at the lockers, please use the intercom located next to the lockers. Valid forms of ID include an 18+ HANZ Card, a current NZ Driver’s Licence or a current Passport. If you’re unable to show a valid ID which proves you are 18 years or older, any alcohol in your order will be removed and a refund will be issued for those withdrawn products.
It is important that you only choose a timeslot that you will be able to meet, however if you find yourself unable to collect your order within the timeslot chosen please call our Contact Centre on 0800 463 996 to make alternative arrangements.
In order to ensure the temperature integrity of chilled and frozen items and/or release the locker to the next customer, it is likely that we will remove your order from the allocated locker for safe keeping within the store.
You can change your Click & Collect timeslot during your shopping (before submitting your order) by swiping your basket up and selecting ‘Change timeslot’.
To change your timeslot after you’ve submitted your 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 you can make changes to your order up to 12 hours prior to your pick-up/delivery time.
Yes, but only if your order cut-off time hasn’t lapsed and there is an available delivery or pick-up timeslot available. To make the change, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts.

As of the 1st of December, the North Island Click & Collect service fees are:

Spend $50 or more – Free .
Spend under $50 - $5 service fee.

South Island Click & Collect service fee is $5, whatever the value of your order.

Quality & freshness

We promise that all items picked for you will have the freshest date available, and we will pick your order and treat it just like it was our own.
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.

Contact us

If you’re having trouble finding what you need, please give us a call on 0800 463 996. For Clubcard, contact us on 0800 80 70 70.