How to get started

1. How do I register?

Registering is simple and straight forward. You can register at the beginning or at any time whilst shopping by selecting ‘Sign In’ in the top right hand corner and enter your email address. Alternatively, you can register at the checkout before finalising your order.

2. I can’t remember my email address to log in?

If you have forgotten your email address please contact the store for assistance.

3. How do I find products?

There are two simple ways to find products. You can either browse Categories by selecting the relevant Category on the left hand side of the page.

Alternatively, you can search for products by name. Simply type a products name into the search box and press enter or click on the Search button to display a list of products matching your search. 

4. How do I see what’s in my shopping trolley?

On the right hand side of the screen the shopping trolley shows the most recently added items in your shopping trolley. To review the whole trolley or edit it, click on ‘Review Order & Checkout’ at any time. You can return to shopping after viewing and making any changes to your trolley.

5. How do I order random weight products?

Some fresh produce, meat and deli lines are sold by the piece, others are sold per kilogram.

Where items are sold by the piece, you can either select the ‘Add’ button multiple times until you reach the desired quantity, or type in the desired quantity and press ‘Add’. Popular lines such as bananas, apples and other items can be purchased in multiples of units however they will be charged per kilogram. The online store shows the price per kilogram but an average price per item which is how you will be charged online. When the products are picked and packed in-store you will be charged per kilogram.

Where items are sold by the kilogram, you need to enter the desired weight in the quantity box. For example, for 500 grams of leg ham, enter 0.500kg.

FoodWorks will calculate the actual weight of the item when the order is picked and processed. Therefore, the total price of your order will vary from the total listed at Checkout. If you have any special requirements for weighted products, for example “Please do not go over my weighted quantity; ensure the quantity is the same or less than on my order never more”, please enter this in the ‘Special Instructions’ section at the Checkout.

6. Are online prices the same as in-store prices?

Yes. FoodWorks uploads the pricing exactly as is from the store computer system; there are no additional charges on individual products, unlike many other online stores that add an additional mark-up to their products. The only additional charges are picking and delivery fees which are clearly outlined so you know exactly what additional costs you are being charged.

Please be aware that pricing can change from day to day so pricing in-store from a day ago could of increased or decreased within the store, however this price is changed online at the same time to maintain consistency.

You will always be charged the price quoted online at the time of checkout.

7. Can I order Alcohol or Tobacco products?

Yes you can. But there must be someone over the age of 18 home to receive any delivery with these products.

The legal age to purchase alcohol and tobacco is 18. No one under this age may place or receive an order with these products. FoodWorks crew will require photo identification of all customers receiving alcohol and/or tobacco products who appear to be under the age of 25.

‘It is an offence to sell or supply Liquor, Tobacco or Tobacco Products to persons under 18 years of age, or to obtain such products on their behalf.’

8. How do I update my account details?

To update any of your account information, click on your name on the right hand side of the site above the shopping card. Select ‘Contact Details’ to view your account information and make any changes required.

Deliveries

1. Does FoodWorks offer home delivery?

Yes FoodWorks is pleased to offer customers who order online delivery, for a small additional fee.

For a delivery below $100, the delivery charge is $5. For a delivery over $100, the delivery is free.

In addition to the delivery fee, there is a $5 flat picking fee for all orders placed online.

2. What hours are deliveries available?

Home delivery is available between 10am to 12pm and again 4pm to 6pm, 7 days a week. Please note orders must be placed before the start of the delivery window.

3. How is a delivery order processed?

Once your order is placed, a FoodWorks crew member will handpick your order within the store. Once the order is finalised, payment is processed via our secure eWay system. Delivery is then arranged for your nominated time. Once your delivery arrives, you are presented with a full tax invoice.

4. Who can accept a delivery?

The person receiving the goods must be over the age of 18, regardless of whether or not liquor or tobacco is included in the order. If liquor and tobacco products are included in the order, photo identification may be required as per legislation.

5. How do I choose a delivery time?

At checkout, simply select ‘Delivery under the ‘Pickup or Delivery’ heading. Then choose a convenient date and time to have your goods delivered. 

6. What are the delivery order cut off times?

All orders for delivery must be placed before the delivery window. For same day delivery your order must be placed before 6pm in order to meet the last delivery.

7. How far in advance can I place an order?

You may place your order up to 15 days in advance.

8. Can I change my delivery time?

Unfortunately once your order is submitted it cannot be modified or changed online. However if you do need to make any changes to your order including the delivery time, please contact the store to discuss.  

9. What happens if I am not home when a delivery arrives?

If there is no one at the delivery address, or the person present is not of required age (18 years of age), the goods will not be left at the premises. We will endeavour to contact you should no one be present. If goods are unable to be delivered and a redelivery is required, a fee of up to $20 may be incurred.

10. What is the returns policy?

FoodWorks holds very high standards for the quality of products we sell. If you receive a damaged or faulty item, or are unsatisfied with the quality of any goods, please contact the store within 8 hours and we will, at our discretion, provide you a refund or replacement. You must provide the original receipt in order for us to be able to provide a refund or replacement.   

11. What if my delivery is late?

FoodWorks endeavours to meet the preferred delivery times as selected by our customers. However due to unforeseen circumstances delivery times may differ from the selected window. If this does occur, FoodWorks will attempt to contact you to advise of any delays.

12. What should I do if items are missing in my order?

If items are missing from your order, please contact the store within 8 hours after checking the receipt we provide you. We will not charge you for unavailable or out of stock items.

Collecting an order

1. How do I arrange for an order to be collected?

At checkout, simply select ‘Pickup’ under the ‘Pickup or Delivery’ heading. Then choose a convenient date and time to collect your goods.

2. Is there a fee for collecting my order?

All online orders incur a $5 picking fee, including orders to be picked up in-store.

3. What are the cut off times for placing an order for collection in-store?

You must place your order before your nominated pickup time slot. Cut off for same day collection is 5pm.

4. Where do I collect my order from?

Orders are collected from the registers at the front of the store. Please speak to any of our friendly crew who will be able to assist you.

5. How do I pay for my order?

EFTPOS, Credit Card and Cash payment is available when collecting your goods. You may also charge your order to your account if you are an existing account customer.

Orders & Payment

1. Can I modify or cancel my order once I have checked out?

Unfortunately you cannot modify or cancel your order online once the order has been submitted. Please contact the store directly for any modifications to your order, delivery or to cancel.

2. Can I save my order and complete it later?

Yes you can save your order, provided you have registered and logged on. In addition, your order is automatically saved so if you accidentally close your web browser the order will be retained.

3. Is there a minimum order amount?

No, FoodWorks has a no minimum for home deliveries. There is no minimum for pick up orders; however the $5 picking fee still applies.

4. What will FoodWorks do if an item is out of stock?

Sometimes, products are unavailable due to unforeseen circumstances. If this does happen, you have a choice to have your unavailable product substituted for a similar product or not. At checkout, simply select ‘Allow Substitute Products’. In the instructions box, you can specify any requirements, such as “Do not substitute with home brands”.

If a product is unavailable and you do not want substitutions or there is no substitute available, you will not be charged for that item. If a product is substituted, you will be charged either the substituted products’ current shelf price or the price of the item you requested, whichever is cheaper.

5. Can I order large quantities of products?

If you require large quantities of products, we ask that you phone the store first to check stock availability. If stock is not available, in most cases we will be able to order the products in and advise on an estimated arrival time.

6. How do I finalise my order?

When you have finished your shopping and are ready to proceed to the checkout, simply click ‘Checkout’ under your Shopping Basket. From here you will be required to enter all the information to finalise your shop.

7. What are my payment options?

There are three convenient payment options available.

• EFTPOS or Credit Card
• Cash*
• Account Payment (for existing account customers)

* Please note cash payment is not available for deliveries.

8. Will the online price at checkout be the same when I make final payment?

In many cases, the final price on your tax invoice will differ slightly from the price quoted online at checkout. Reasons for the variation include:

• Variations in weighted products (for example fresh produce, meat and deli lines) from what you have ordered; although you can order a specific weight for a weighted item online, when your order is being picked we will attempt to get as close to this weight as possible but we cannot guarantee this exact weight.
• Product substitutions. If a product is unavailable and you are happy to accept substitutions, the final price may vary from the online quoted price.
• If a price changes from the time you place your order and when the order is picked and finalised in-store, there may be a variation in the price. Please note you will always be charged the cheaper of the two prices.

9. Do I get a receipt or tax invoice?

You will receive a full tax invoice with your order when it’s delivered or when you collect it in-store.

10. Are my credit card details kept safe?

FoodWorks uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

 

• Payments are fully automated with an immediate response.

• Your complete credit card number cannot be viewed by FoodWorks or any outside party.

• All transactions are performed under 128 Bit SSL Certificate.

• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.

• eWAY is an authorised third party processor for all the major Australian banks.

• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by FoodWorks.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

 

Account Customers

1. I am an account customer. Can I order online?

If you are an existing account customer, you can shop online and charge your goods to your account. You will receive a full tax invoice with your goods. You will also be required to sign a receipt in order to authorise the change against the account. 

2. Can I order large quantities of products?

If you require large quantities of products, we ask that you phone the store first to check stock availability. If stock is not available, in most cases we will be able to order the products in and advise on an estimated arrival time.

3. What if I have a question about my account or account balance?

If you have any questions about your account, please contact the store directly.