Frequently Asked Questions
We've provided you with answers to a range of helpful FAQs should you have any questions about using our service.
Managing your account
How do I update my personal details?
To update your details click here. You can update this information anytime.
How do I change my password?
You need to be logged in to change your password. Then click here or visit your My Account section of the website by clicking on your name at the top right of our website.
What do I do if I've forgotten my password?
When you try to sign into the service, enter your email address and click the forgotten password link. A link to reset your password will be emailed to your email account.
I expected to receive an email but I have not received it?
To ensure that you receive our mailings, please sign up to our mailing list or add our email address 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.
Browsing the store
What specials are available online?
You will find most advertised FreshChoice specials available online. Some specials available in our store will also be available online, whilst some specials available online will not be available in our stores. Specials are displayed Monday through Sunday midnight.
When do specials start and finish online?
Most Specials run for one week, starting on Monday and finishing at midnight Sunday. At times there will be other specials that run for shorter or longer periods of time. It is best to checkout your order before midnight of the upcoming Sunday to ensure you receive the special prices.
What happens if a special price changes before I checkout?
The price will return to the normal price. To avoid this happening it is best to checkout your order before midnight of the upcoming Sunday.
What products are available online?
FreshChoice online offers most products and brands you would find in our FreshChoice store - including fresh meat and fish, produce, bakery and delicatessen lines. Some products may not be available, including very large items and hot food.
How do I find products?
There are several ways to find products in our online store, you can either find products that you have bought before, browse the supermarket departments or search for a product at anytime by using the search box.
How do I order less than 1kg for products purchased by weight?
Simply enter the quantity you require in the quantity box displayed below each product. To order 250 grams simply enter 0.25 (0.25 x 1Kg) then use the '+' to add to your online shopping trolley. If you're unsure of how much you need - feel free to add a special note such as "4 apples".
How do I cancel an order?
You need to contact our online team to request the cancellation of an order. If your order has been picked and dispatched it will not be possible to cancel an order.
If you have made a catering order, this needs to be cancelled at least 24 hours prior, if the order is cancelled within 24hours, then the full order amount will be charged.
How do I save an order?
Your order is automatically saved until you either checkout your order, or empty your cart. Please note, if you return to a saved order and it contains products that are no longer available, they will automatically be removed from your cart.
How do I shop from a past order?
Simply click on My Last Order, this will show products that you have previously purchased and simply add them to your cart to reorder them.
Can I change an order once I have submitted it, including adding additional items?
You can add additional items to your cart by placing a new order. When you have finished shopping for your extra items, go to checkout and the website will prompt to add your new order to your existing order in the system. Please note if your order has already begun to be picked this will not be available.
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. It is your Personal Shopper’s job to select only the highest quality fresh foods available.
When can I place my order?
You can place your order at any time.
How far in advance can I order?
You can order up to 6 days in advance.
What does "allow subsitutions" 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.
I am unsure whether or not my order I sent has gone through?
Check your past orders. Using the panel on the left side. If there is an order there, you order has been submitted successfully, if not, we have not received an order. Generally speaking, if the items in your order are still in your trolley, it has not been sent.
Checkout & Coupons
Are the credit card details I submitted secure?
FreshChoice online is always up to date with the latest security measures.
Why do I get charged $1 when I place my order?
The $1 charge is only charged for any new credit cards, the charge is a check that you are using a valid credit card. When this occurs, you are only charged the remaining balance when your order is picked.
How do I pay for my order?
You can currently pay for your order by Visa or MasterCard. For Charge Account Customers please contact us directly.
When will the money be taken from my account?
As a general rule, payment will be finalised when your order is packed ready for collection. For new credit cards loaded to your account, we may take a $1 deposit for the first transaction charged to this card, this is a credit card validity check and is deducted from your order total. Depending on your bank’s processes it can take up to 7 working days for this to show up on your account.
Can I redeem FreshChoice gift cards in the online store?
Unfortunately you are unable to redeem gift vouchers online, however, you are able to redeem your gift vouchers in-store.
Do I get fuel discount vouchers when I shop online?
No, fuel discounts are only available when shopping in-store.
Delivery and Click & Collect
Do you offer a delivery service?
Yes, we offer delivery to a range of local suburbs.
How much does it cost for delivery or pick up?
Orders $199.99 or Less = $15.00 Pick, Pack, Bag & Delivery Fee
Orders $200 or More = $10.00 Pick, Pack, Bag & Delivery Fee
Orders for collection instore = $5.00 Pick, Pack & Bag Fee
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 happens if a product is not quite what I wanted?
Next time you are visiting us in store, bring he product along with you either your order number or a copy of the tax invoice (both are emailed to you after you order online). They will refund you the price you paid for the product.
What happens if a product I collected is broken or out of date?
If any product is damaged/spoilt condition, call us and we will arrange a refund. Note we may ask you to bring the product to our store on your next visit.
If I allow substitutions, what price will I be charged for the 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.
Where do I collect my groceries in-store?
To collect your groceries, simply head to the Click & Collect Collection point instore. Please make sure that you bring some form of ID (eg: Driver's License) or a copy of your order confirmation email, show a staff member at the Click & Collect Collection Point and they will organise for your groceries to be brought direct to you.
Do I need to bring anything with me when I collect my order?
Please make sure that you bring some form of ID (eg: Driver's License) or a copy of your order confirmation email. Please note, that if you order alcohol or tobacco products, please ensure you bring the appropriate ID with you.
Terms & Conditions
A range of terms & conditions apply when you use our online shopping service. These can be viewed here.