Help - Frequently asked questions

Need help with your Gift Order? Click to view all our Gift Ideas FAQs

Below are a list of frequently asked questions. If you have any questions give us a call on 1800 000 610 between 6am and Midnight Monday to Friday, 6am to 930pm Saturday or 8am to 5pm Sunday, or Email us

MANAGING YOUR ACCOUNT

How do I update my personal details?

If you click the MY ACCOUNT icon you will be able to update your details. Feel free to update this information anytime. If you wish to change your last name please call the customer service team on 1800 000 610.

What happens if I forget my password?

Click the “FORGOTTEN PASSWORD” link found on the homepage www.woolworthsonline.com.au. 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.

How do I update my address?

Click the MY ACCOUNT icon. Click on MY ADDRESS, you can either add a new address or edit an existing address. Please note that the products available, and their prices, may be different depending on your delivery address

How do I add my Everyday Rewards card number to my Account?

Click the MY ACCOUNT icon and add your Everyday Rewards card number to your account. Your card number is your 13 digit barcode found on the back of your card.

Do I still get Frequent Shopper Club points when shopping online?

Yes. You will need to send your Frequent Shopper Club account details to fsc@woolworths.com.au, then your points will be added on a monthly basis.

How do I link my Everyday Rewards to Qantas Frequent Flyer?

Visit everydayrewards.com.au and log on using your username and password that you setup at the time of registering your Everyday Rewards card. For further information please contact the Customer Service Centre on 1300 10 1234.

Can I earn Qantas Frequent Flyer points with my Woolworths online order?

Yes. You can earn 1 Qantas Frequent Flyer point for every $1 spent over $30* in one transaction (excludes selected purchases including smoking/tobacco products, and other specified services) purchased through Woolworths online.

When will points appear in my Qantas Frequent Flyer account?

You will be able to view the total points earned within 72 hours through your “My Account “at everydayrewards.com.au The points are transferred within 21 days of the transaction to your Qantas Frequent Flyer account.

How will my Qantas points or fuel savings be redeemed to my account?

From time to time Everyday Rewards emails it members special promotions. If you have received the offer and are eligible for the points or fuel savings vouchers, they will appear in your Everyday Rewards account up to 7 days after the advertised promotion end date. Please refer to the promotional email for the full terms of the offer.

Can I earn fuel saving vouchers with Woolworths online?

Yes, just spend $30 or more, in a single transaction at Woolworths online and ensure that your Everyday Rewards card is added to your account before payment. Your earned fuel saving will then automatically be loaded onto your card.

How soon can I redeem my fuel saving voucher?

Your fuel e-voucher will be applied to your account witin 24 hours of your order being delivered.

Please note that we no longer supply paper based fuel vouchers in an effort to reduce paper usage.

Do my fuel e-vouchers expire?

Yes, your fuel e-vouchers will expire 28 days after the date of issue.

SHOPPING ONLINE

What products do you offer?

Woolworths online offers most products and brands you would find in a Woolworths supermarket - including fresh meat, produce, bakery and delicatessen lines. Some products may not be available, including very large items, hot food and gift cards.

How do I find products?

The fastest way to find products is to use QUICK LIST/MULTI SEARCH. [m1] Alternatively you can BROWSE AISLES. If you have an Everyday Rewards card, we can find all your favourite items for you under MY FAVOURITES list located in the top right of the websit e.g. “Roger’s favourites” This will be automatically populated with items you have purchased online and in a Woolworths supermarket.

[Where do I find Woolworths specials?

Specials can be found by clicking on the 'SPECIALS' icon on the top menu bar. Specials are also displayed in the product listings, marked in red. Specials may differ from those in supermarket stores and limited quantities may apply. Specials start on Wednesday and end on Monday.

How do I order less than 1 KG for products purchased by weight?

Simply enter the quantity you require in the quantity box displayed below each product. To order 250g simply enter 0.25 then click “ADD” to add the item to your trolley. Please click on the product image for further information regarding approximate quantity of a item per kilo

How do I shop from a saved list or past order?

Using MY FAVOURITES, a range of lists will be available for you. My favourites is your Everyday Rewards list if you have set this up and all your past orders,saved lists, saved recipes and usefuls lists.. You can add items to your trolley directly from these lists.

How do I know that the fresh foods I order really are fresh?

The fresh foods we supply you are selected directly off the shelves in our supermarkets. Your Personal Shopper will select only the highest quality fresh foods available. If you have a particular request for your personal shopper (e.g. Ripe avocados only please) you can leave a personal note against a product ro guide your personal shopper.

Fresh Guarantee

We are so confident in the freshness of your delivery, we will refund any items you are not totally satisfied with.

When can I place my order?

You can place your order at any time. However, the website is unavailable for a short period at approximately 3.00am whilst website maintenance is occurring.

How far in advance can I order?

Up to one week in advance

What does “Allow Substitutions” mean?

If you “Allow Substitutions”, your Personal Shopper will select a similar item for you if the original item you have selected is unavailable. If you do not “Allow Substitutions” and we cannot supply the product requested, you will not receive another product in its place.

If I “Allow Substitutions” what price will I be charged for items that have been substituted?

If a product you requested is not available, we will try to substitute with a similar product of equal or higher value, but only charge you at the price of the originally requested product. Only as a last resort, will we substitute with a lower value product. In this case, we will charge you for the lower value product.

I think that I have accidentally sent my order twice, how can I check that I haven’t?

Click on MY FAVOURITES to view your PAST ORDERS. Orders are listed by the date you submitted the order. If there is more than one order detailed click on the order and cancel if required.

I am unsure if the order I sent has gone through?

Click on MY FAVOURITES to view your PAST ORDERS[m5] . 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

Who picks my order?

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 themselves or their own families.

How is my order confirmed?

You will receive an Order Confirmation email containing:

· Order delivery details

· Delivery date & time

· Delivery instructions (if required)

· Customer service information

· Items ordered substitutes, unit price, quantity and total price.

· Payment Details

Can I view my previous orders?

Yes, you can view previous orders by selecting the “MY PAST ORDERS” link under “MY FAVOURITES”.

PAYMENT

How do I pay for my order?

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

Do I receive a tax invoice?

Yes, you will receive one with the delivery of your goods.

DELIVERY

Do I need to be at home to receive a delivery?

We strongly recommend that you are home to receive your order. Our delivery times have been created to enable you to be home to receive your order. If you are not home, your order may be left in the safe place if you have given us instructions where to leave the order in delivery instructions, at which point it becomes your responsibility , If you have not left instructions to leave the order, we will try to contact you on phone numbers supplied by you. If we can’t contact you, your order may be return to our store and re-delivery charges and the cost of any perishables items (eg. fresh fruits & vegetables) will also be charged... For your first order and those containing alcohol and or tobacco, you must be home and may require proof that you are over 18 and thus eligible to accept the order.

Am I able to receive my order at a specific time within the delivery time I have selected?

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.

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. Refund may take 3-5 working days.

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) 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.

What are the delivery times and when must I place my order?

This depends upon where you live and can be viewed by clicking on DELIVERY and SCHEDULE/RESERVE. All delivery windows are 3 hours long.

Cut off time for orders are as follows:

Monday – Saturday:

AM Deliveries 6pm the night before.

PM Deliveries 11pm the night before.

Sunday VIC, TAS, SA, WA, QLD, NT:

Saturday 3pm

Sunday NSW:

Saturday 3pm

The following areas and surrounding areas have the below cut off times.

Monday to Saturday:

6pm the night before

Sunday:

Saturday 3pm

NSW: Coffs Harbour, Taree, Forster, Tweed & Surrounds

VIC: Shepparton & Surronds, Bendigo

QLD: Magnetic Island, Macleay Island, North Stradbroke Island, Russell Island, Lamb Island, Karragarra Island, Cannonvale

Lord Howe Island Customers Please Note:

Delivery windows will only appear on the Woolworths online website 1 week prior to the delivery date to Lord Howe Island with delivery windows subject to change based on the sailing schedule as advised by Lord Howe Island Sea freight.

*Woolworths online only deliver to the secondary freight forwarder at Port Macquarie, all costs incurred for secondary freight are at the customers expense.

All Woolworths online Customers Please note:

Woolworths online reserve the right to change the cut off time or close windows earlier without warning.

Reserving a window does not guarantee your order will go into your desired delivery window. Checkout is required to be successfully completed in order to confirm your orders delivery date and time. The site will warn you if you have selected a delivery window which will be closing soon. A 5 minutes remaining warning will also notify you that the order must be successfully completed within that time to make the selected window.

The delivery window is the period in which the delivery can occur and your order can be delivered to your nominated address anytime during that period. If the delivery is significantly delayed Woolworths customer service team will attempt to contact you using contact information available to them supplied by you on your account. Woolworths is not responsible for orders not delivered within the specified delivery windows.

How long can I reserve a delivery window for?

You can reserve a delivery window for 2 hours after this time you will need to choose a new delivery window when placing order. A delivery window is only confirmed by processing your order through checkout

TIP: Use your QUICK LIST to help check out faster.

Is there a maximum amount of items & a minimum value of an order?

Yes, there is a minimum amount of $30 for an order (not including delivery fee). There is no maximum amount of items to an order however there is a maximum quantity per product of 36.

If you order large quantities of an item, more than 8 please call our customer service team on 1800 000 610 to find out when we can order the stock in for you.

How far in advance can I place an order?

You can place an order 7 days in advance.

Does Woolworths deliver to my area?

When you first enter the Woolworths online you will be asked to enter your postcode or suburb. You will be notified if this area is not part of our delivery region. However you can browse our website at anytime without supplying a post code & you will view our default online store.

RETURNS & ENQUIRIES

What happens if a product I ordered is not quite what I wanted?

Take the product along with your invoice to your nearest Woolworths store. They will exchange the item for you

What happens if a product is delivered that is damaged?

If any product reaches you in a damaged/spoilt condition, call our customer team and we will arrange for a refund.

What should I do if any products are missing from my order?

First check that the invoice you received with the order and check if the items have been marked as supplied or not. If the items are shown as supplied please contact our customer service team on 1800 000 610

What if I have a question about my order or a billing issue?

You can contact our customer service team on 1800 000 610 or email customer service on shoponline@woolworths.com.au. Please refer to the contact us page for customer service opening hours.

Can I amend my order once I have checked out?

Yes, you can edit your own order up to 30 minutes before the cut off for order placement. Orders for next day AM delivery close at 6pm the night before & PM delivery windows close 11pm the night before. Sunday deliveries close at 3pm the day prior. click&collect orders close at 11pm the night prior for AM collection or 11am for PM collection.

Simply click MY FAVOURITES and then 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 only charge you for any additions or automatically refund you if your total is now less than your original order.

Can I change my delivery window after checkout.

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 PAST ORDERS click on the order number you wish to change, then click CHANGE DELIVERY TIME. The delivery schedule will show for you to select a new delivery window.

Please note you are unable to change any products using this function. Please click AMEND if you wish to change any products on your order

Can I cancel my order?

Yes, you can cancel your own order up to 30 minutes before the delivery window closes. Order 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 PAST ORDERS click the order you wish to cancel, then click CANCEL ORDER.

If you click OK to cancel your order will be cancelled and a refund automtically created for the amount charged to your credit or debit card.

Refunds take between 3 & 5 business days to show back on your account.

Please note: that a cancellation fee may apply if you cancel your order after the cut off time and, if the cancellation is made on the day of delivery, we may charge you for the perishables products that were ordered. Call 1800 000 610

Please refer to the Terms and Conditions.

CLICK&COLLECT

Are there any fees when ordering a Woolworths Click&Collect order?

There are no additional fees for ordering a Click&Collect order, the price shown on the Woolworths Online website is the price you will be charged.

What is the minimum amount I need to spend?

The minimum order value is $30 for a Click&Collect order.

What are the cut off times for placing an order?

The cut off time is 9am for same day PM collections, and 11pm for the following day AM collection.

When will my order be ready for me to collect?

Your Click&Collect order will be ready waiting for you at your selected collection point within the pick up window you have selected.

How do I pay for my order?

All orders must be paid for online when you place your order. You can pay with all major credit or Visa/MasterCard debit cards or using a Woolworths Gift Card.

Do I still get Everyday Rewards petrol discount and points?

Yes, if you enter your Woolworths Everyday Rewards Card number you will earn fuel discounts and if you are registered for Qantas Frequent Flyer points you will earn these also.

Can I change my order once it has been placed?

You can amend your order at any time up to 30 minutes prior to the cut off time. Simply log onto our website click "Account History" and select "Amend"

Can I change the time of my collection once my order has been placed?

Yes. You can change the collection time of your order at any time up to 30 minutes prior to the cut off time. Simply click " Account History" and select "Change Time". The day and time selector will be shown for you to select a new pick up time.

What happens if I am running late to collect my order?

Please contact our customer service team on 1800 000 610 and they will be able to assist you further, by scheduling an alternative pick up time or informing the store of your estimated collection time.

Can I collect a Woolworths Click&Collect order from any Woolworths supermarket?

Unfortunately at this time we only offer Click&Collect from the collection point listed on the Woolworths Online webiste. Keep checking the website for updateds for new convenient collection points.

CLICK&COLLECT at BWS

How do I collect my order from BWS?

Simply place your order online and select either Parway Hotel or BWS Smithfield to collect your order. Then just drive in and we will out your order in your car.

Can I order from BWS items when I place my order?

Yes, you can shop from BWS when you place your Woolworths Online order. Liquor and/or Cigarettes will not be sold to any person under the age of 18 years.

I am under 18, can I still collect my Woolworths Online order from a BWS drive thru?

To comply with licensing laws only customers that are over 18 can collect an order from a BWS drive thru.

What time can I collect my order from a BWS Drive thru?

You can check collection times for BWS drive thru locations by clicking on the 'book your collection store' at the top of the website

BWS Parkway Inn and BWS Smithfield Drive thrus are not near me, can I choose other BWS locations to collect my Woolworths Online order?

At this state, these are the only two BWS drive thru locations that offer this service.

MISCELLANEOUS

Is your email box being filtered for spam?

Don't let your newsletters end up in the trash. To ensure that you receive our mailings, please add shoponline@woolworths.com.au and newsletters@online.woolworths.com.au to your address book. You can also do this by clicking on "add address" once you receive and open your first email. If you don't receive any emails from us at all, check your Spam Folder to make sure they are not accidentally delivered there.[m8]

Privacy

Please Click Here.Click here for our privacy policy

CONDITIONS OF PURCHASE: Liquor and/or Cigarettes will not be sold to any person under the age of 18 years. Photo ID may be requested on delivery . Liquor will not be sold to an intoxicated person or someone that appears to be under 18 years. Liquor deliveries can only be made after 9am Monday to Saturday and after 10am Sundays. I confirm I have read and understood the Terms & Conditions..

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