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Frequently asked questions

If you have any questions not answered below, give us a call on 0800 40 40 40 or email us.

Shopping

WHEN CAN I PLACE MY ORDER?

You can place your order at any time, 24/7. Orders may be placed up to one week in advance of delivery or pick up.

What specials are available online?

We’ve got the same prices in-store and online - all week long. You can browse our Specials section or check out our Mailer. Weekly specials run from 7am Monday - midnight Sunday. Please checkout before midnight Sunday to ensure you receive that week’s special prices.

At certain times there may be other specials that run for shorter or longer time periods, or regionally.

WHAT PRODUCTS DO YOU OFFER?

Countdown online offers most products and brands you would find in a Countdown store - including fresh meat and fish, fruit and vegetables, bakery and delicatessen items.

Some in-store products may not be available, including very large items and hot food. In some areas (eg. rurally) the product range is limited to dry goods that do not need refrigeration.

HOW DO I FIND PRODUCTS?

There are a few ways you can use to find products

- MyFavourites

- Shop from a list

- Browse our aisles

- Use our search bar

HOW DO I SHOP FROM A SAVED LIST OR PAST ORDER?

Head across to MyFavourites where you’ll find a range of lists. This includes your My Favourites list (if you have provided your Onecard number), and all your past orders and saved lists. You can add items to your trolley directly from these lists.

I FORGOT MY MILK - CAN I EDIT AN ORDER ONCE I HAVE SUBMITTED IT?

It may be possible to edit your order if it has not been picked. Please contact our Customer Care Team to request any changes, up to a maximum additional value of $50.

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. Eg. to order 250 grams simply enter 0.25 and click add to trolley.

Please note that some weighted or pack items may have a minimum or pack weight and we cannot supply different weights. Where this is the case we will notify you and increase the amount in your trolley to the minimum weight or next allowable amount.

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 the highest quality fresh foods available. You can leave them a note to shop like you do via shopper notes.

Fresh or FREE - we understand the importance of high quality fresh food for our customers so if you happen to be dissatisfied with what you have received we offer a fresh or free guarantee.

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 their own families.

What if what I ordered is not available - will you substitute with something else?

If a product you requested is not available and you’ve allowed substitutes, your Personal Shopper will try to replace the unavailable product with a similar product of equal or higher value, but we will 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.

When you reach the Review your order step you will see a checkbox next to each item labelled “Allow subs”. Remove the tick from any item that you’re not happy to have substituted.

HOW DO I CANCEL AN ORDER?

Please contact our Customer Care Team to request the cancellation of an order as soon as possible. If your order has been picked we will be unable to cancel it and a $20 cancellation fee may be charged to cover cost incurred. See our terms & conditions for more information.

Do you offer discounts for large orders or supply trade orders?

We do not supply orders where goods are purchased for resale in a retail outlet. For orders that exceed normal household/office quantities, you may be charged additional delivery fees. Our Customer Care team will contact you to advise any additional fees.

My Account

HOW DO I UPDATE MY PERSONAL DETAILS?

You can update your personal details by visiting My Account.

How do I change or reset my password

While logged in, to change your password head across to the Modify Password section in My Account and follow the instructions.

If you’ve forgotten your password, go to our Password Reminder page, enter your email address and we’ll send you a reset link.

HOW DO I CHANGE MY DELIVERY ADDRESS?

To add a new delivery address, or edit an existing address, head across to the Manage Addresses section in the My Account area.

If you need to change your address after an order has been placed please contact our Customer Care Team. Please note that the products available may be different depending on the address you select.

CAN I USE MY ONECARD ONLINE?

Certainly, simply enter your registered Onecard number when you sign up for online shopping, or add it at the checkout when you place your order. You can earn Onecard points on your online orders (1 point for every $10 spent) which you can spend how you wish - either on Onecard e-vouchers or AA Smartfuel Discounts.

Enter your Onecard number and we can create a My Favourites list for you based on items you have purchased from Countdown previously.

WILL I RECEIVE EMAILS FROM YOU?

We require a valid email address in order to fulfil our legal requirement to send order confirmation and invoice emails. You do not have to receive marketing emails and can check whether you’re opted in to receive these by visiting MyDetails within the My Account section.

We also recommend adding onlineshop@countdown.co.nz to your address book just in case any have ended up in a spam folder.

Will I get text alerts?

To get text alerts sent to your mobile phone regarding your order, please make sure your mobile phone number is up to date in your account settings.

Text alerts are free. Fees are subject to change and in addition to any fees charged by your mobile services provider.

Checkout and payment

HOW DO I PAY FOR MY ORDER?

You can pay by credit or debit card, direct debit, with a Countdown Gift Card or using Onecard e-vouchers. We accept Visa, MasterCard, American Express or Diners card.

If you would like the option of paying by direct debit, you can set this up when you register - by downloading and sending us the direct debit forms found in the My Details area in My Account. We will send you an email notification informing you when this facility is set up and you can shop. This generally takes between 5 and 10 working days.

CAN I REDEEM MY ONECARD E-VOUCHERS ONLINE?

Yes, these rewards are loaded onto your Onecard as a Onecard e-voucher (please note your Onecard and Online Shopping details must all match).

As soon as you have earned a Onecard e-voucher it will be loaded onto your nominated Onecard (we'll notify you by email when it's available). Simply use it when you want in-store, at the self-checkout and online, or save it for up to 12 months.

For more information visit our Onecard Rewards page.

CAN I SET UP AN ACCOUNT AND PAY AT THE END OF THE MONTH?

This option is not currently available.

ARE THE PAYMENT DETAILS I SUBMIT SECURE?

Yes, Countdown Online is always up to date with the latest security measures. See our Privacy Policy for more information.

WHEN WILL THE MONEY BE TAKEN FROM MY ACCOUNT?

The total value of the order is authorised by the banks at the same time as the order is processed on our website. Payment is finalised on the day the order is delivered or picked up. Finalisation of payment in most cases, excluding some delivery addresses outside of the main cities, occurs the same day as the order is received. Direct debit orders are finalised the next business day.

Depending on your bank’s processes, payment of your order can take up to 7 days to show up on your account.

DO I GET FUEL DISCOUNT VOUCHERS IF I SHOP ONLINE?

Yes! Please ensure your registered new Onecard is loaded against your Onecard account, and when you shop & complete your online order during the fuel offer period the fuel rewards will be loaded to your registered Onecard at the point your order is invoiced. Full terms and conditions can be found here.

HOW CAN I CHECK THAT MY ORDER HAS BEEN RECEIVED?

After checkout, please check your past orders or your inbox for an order confirmation email. If you have any concerns please contact our Customer Care team.

WHAT HAPPENS IF THERE IS NO MONEY IN MY ACCOUNT WHEN THE DIRECT DEBIT IS PROCESSED?

Woolworths New Zealand Limited will re-submit for payment three times through an automated process. Each time the payment is dishonoured, an email will be sent notifying you of the dishonour. Please note: your bank is responsible for charging you the dishonour fee.

After a fourth dishonour, our Customer Care Team will follow up with you directly. Two warning letters will then be sent advising of the debt and the consequences of non-payment. If payment is still not made, the debt will be passed to debt collectors for civil recovery.

You will be liable for all bank fees and all costs associated with debt collection.

Pick up App

What’s the Pick up App?

For up to the minute notifications of when your order will be available to Pick up, download our free Pick up app from the Apple App Store or Google Play. Find out more here.