Raeward Fresh Online FAQs

1. ABOUT RAEWARD FRESH ONLINE

What is Raeward Fresh Online?
Raeward Fresh Online is our new online shopping service, now available at Raeward Fresh Richmond. You can now purchase certain products such as fresh fruit, vegetables, meat and milk on our Raeward Fresh website and either collect your order at Raeward Fresh Richmond or have it delivered.

When will online shopping be available at other Raeward Fresh stores?
The service will be rolled out to other Raeward Fresh stores around the South Island soon. As we make it available at each store, we’ll be sure to communicate the news.

How do I sign up for Raeward Fresh Online?
Please contact Raeward Fresh Richmond.
 

2. MANAGING YOUR ACCOUNT

What happens if I forget my password?
To retrieve your password, go to 'Forgot your password?' in the login screen, enter your registered email address and we’ll send you the instructions on resetting your password.

How do I change my password?
You need to be logged in to change your password; go to ‘My Account’ and select ‘Password’.

3. ORDERS

How far in advance can I order?
You can order up to 7 days in advance of the day you want to collect your shopping.

How do I cancel or update my order?
It may be possible for you to change or cancel your order by calling the Raeward Fresh Richmond. Please note that any updates to your order may result in a change in the total price of your shop.

Is there a minimum order value?
There is currently no minimum order value for delivery or Click & Collect.

Where does my order come from?
Your order will be picked and fulfilled from Raeward Fresh Richmond.

Do you supply trade orders?
No, we do not supply trade customers. If we suspect that you are purchasing goods for resale, then we will not be able to fulfil your order.

Can I buy everything that’s available in store?
We currently have fresh fruit, vegetables, meat and milk available for online ordering.

What happens if a product I’m after is out of stock?
Before submitting your order you can let us know your substitution preference. If you accept substitutions, your Personal Shopper can select a similar item for you if the original item you have ordered is unavailable. Otherwise, if we can’t supply the product requested, you won’t receive another product in its place.

Can I give my Personal Shopper special instructions?
Once you have selected a specific product to order, you can add comments to products in the order. Alternatively you can add your Special Instructions to the overall order.

Do I need to save my order as I shop?
Your order will be saved automatically if you are logged in and items will remain in your order until you purchase them. No matter what device you sign in from you’ll be able to see any items you’ve added. Please keep in mind that specials and deals are only available for a certain period of time and will be priced at the date the order is submitted.

How do I know that my order has been successfully placed?
Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and the estimated cost.

4. PRICING AND PAYMENT

Are the prices online the same as the prices in store?
While we endeavour for prices shown on Raeward Fresh Online to match our in-store prices, they may not always be the same.

When do specials start and finish online?
Most specials run for one week, starting on Monday and finishing on Sunday – however at times there will be specials that run for shorter or longer periods of time. Click in the "i" button to find out when the specials run until and their terms and conditions.

What specials are available online?
You will find most advertised specials available online.

How do I pay for my order?
You can pay either by credit or debit card - Visa or Mastercard. On-account customers also have the option to purchase on account. 

Do you accept Raeward Fresh Gift Cards as payment?
We can’t accept these for online shopping at the moment.

How and when is my payment processed?
Payment is finalised when we have picked and packed your order, which in most cases is the day your order is due to be collected or delivered.

When paying by credit or debit card (Visa or Mastercard) , a nominal charge of $1 will be taken from your card at the time of the order to ensure your card is valid. This charge will be reversed within 7 days after you submitted your order.

What happens if my card is declined?
If your credit or debit card is declined by your financial institution we will contact you to make alternative payment arrangements. We can only release your order for collection or delivery once it has been paid.

5. CLICK & COLLECT

What are the Click & Collect time slots and when must I place my order?
At checkout you will be shown the available time slots for your order.
Each Click & Collect time slot has a cut-off time before which your order must be placed.

Where do I collect my groceries in store?
To collect your groceries, simply head to the customer service desk at Raeward Fresh Richmond.

How much does Click & Collect cost?
There is no Pick Up Fee.

What happens if I am running late to collect my Click & Collect order?
If you know you are going to be late to pick up your Groceries, please call the Raeward Fresh Richmond.

6. DELIVERY

Do you deliver to my area?
We currently deliver to Nelson, Stoke, Richmond, Brightwater, Wakefield, Mapua, Motueka, Kaiteriteri, Moutere, Takaka, Murchison and Tapawera.

What are your delivery hours and costs?

How do I change my delivery time?
To change your delivery timeslot after you’ve submitted your order, please call Raeward Fresh Richmond.

How do you deliver?
The driver brings the shopping to your door, where you'll be asked to sign for the delivery.

Who can sign for a delivery?
Anyone can sign for a delivery – however, for deliveries which include alcohol, someone over the age of 18 will need to sign; a proof of ID will be required.

Am I able to receive my order at a specific time within the delivery time I have selected?
No. Our delivery team have many deliveries to complete and they need to plan their delivery routes based on what is most efficient.

What if my delivery is late?
Delays sometimes happen due to circumstances beyond our control, so we'll endeavour to contact you and inform you of any delay as soon as we can.

What if I haven’t received all the items I’ve asked for?
If an item you have ordered is missing from your delivery, please contact Raeward Fresh Richmond.

What if I’m not happy with what's been delivered?
Please contact Raeward Fresh Richmond.

7. QUALITY AND FRESHNESS

I am concerned about the freshness of the foods I’ll receive. What is your freshness promise?
We promise that all items picked for you will have the freshest date available, and we will pick your order and treat it just like it was our own.

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.