For further assistance or help please call us on 1800 000 610 (International +61 2 8885 0587) or Email us
Most Frequently Asked Questions
Q:What should I do if any products are missing from my order?
First check that the invoice you received with your order shows if the item has been marked as supplied or not. If the items are shown as supplied please contact our customer service team on 1800 000 610.
Q: If I order a product that is out of stock, will it be delivered with my next order?
No. All out of stock items will be refunded back to credit or debit card used for your initial payment. Refunds may take 3-5 working days. Unfortunately we are unable to redeliver out of stock items.
Q: What happens if a product I ordered is not quite what I wanted?
Take the product along with your Woolworths Online invoice to your nearest Woolworths store. They will exchange or refund the item for you.
Q: I have missed my delivery
Our customer service team will attempt to contact you on the phone numbers supplied by you in the event that the driver has arrived at your premises and you are not present. If the driver can find a safe place to leave the order they may do so. Otherwise, the order will be returned to the store, a redelivery fee of $25 will be charged and the cost of any perishables (eg. fresh fruits, vegetables & chilled/frozen items) will also be charged.
Please note: Orders containing tobacco or liquor items can not be left unattended and will be returned back to the store. Please refer to the Terms and Conditions.
Q: What happens if I forget my password?
A: Click on the FORGOTTEN PASSWORD link found on the homepage. You will be required to provide the answer to your Secret Question. Once this is confirmed you will be emailed a link. Click the link to reset your password.
Q: How do I know if the order I sent has gone through?
A: Click on MY FAVOURITES to view your MY PAST ORDERS. Click on the day on which you believe you sent the order(s). If there is an order there, you order has been submitted successfully, if not, we have not received an order. You should receive an order confirmation email, please ensure you’ve added shoponline@woolworths.com.au to your safe senders list.
Q: How can I pay for an order?
A: Payment can be made by:
• Credit or Debit Card. We accept MasterCard, VISA, AMEX & Diners
• Wish gift card
For more information please see our Terms and Conditions
Q: Can I receive my order at a specific time within the delivery time I have selected?
A: Unfortunately not, as the delivery drivers have many deliveries to complete and must do so within a certain time, they need to plan an efficient delivery route to ensure you get your groceries within your selected delivery slot.
Q: Can I amend my order once I have checked out?
A: Yes, you can edit your own order up to 30 minutes before the cut off for order placement closes. Orders for next day AM delivery close at 6pm the night before & PM delivery windows close 11pm the night before.
Simply click MY FAVOURITES and then MY PAST ORDERS click on the order number you wish to change, then click AMEND ORDER. The items from your order will be placed in to your trolley and your reserved delivery window will be released.
You are then able to add or remove products from your trolley and proceed through checkout again. Our system will remember your original payment and only charge you for any additions or automatically refund you if your total is now less than your original order.
View all our Frequently Asked Questions
