How do I make an on-line order?

Orders can be made once you have registered via our on-line shopping site.   When registering you will need to enter a few details like your name, contact details and delivery address and choose a password.

Once you have registered and have your password you then won’t have to re-enter all your personal or address details next time you shop.

Please keep your account details and password secret, as you would be liable for any unauthorised use of your account.
 

How do I pay?

Payment is made by secure on-line payment using Mastercard or Visa.  We are unable to accept cheques or cash on delivery.

Please note we are unable to accept online payment via Hill Street Gift Cards - We apologise for any inconvenience this causes.
 

Do you deliver to my suburb?

 Please check whether we deliver to your area here. Your order will be delivered by our contractor straight from our store to your home. 

If you live outside our delivery area, please register your interest by emailing onlinesupport@hillstreetgrocer.com. If we receive enough interest from others in your area we may consider a special service
 

I live nearby. Can I pick up my order rather than have it delivered?

Yes. Instead of requesting home delivery, you can specify that you would like to pick up your order from your local store on a nominated day and time.  Your order will be packed, and ready for you to collect. Please note that payment must be processed online, we do not accept payment at pickup.
 

Do I have to be home to receive the order?

You need to be home the first time you order, and you or someone authorised by you needs to be home to receive subsequent orders. You or the person you authorise might be asked for photographic ID when your order is delivered. We cannot leave orders at unattended houses due to the possibility of theft, damage or spoilage.

The driver will deliver your order to the front door, or, if you ask, may bring your order inside.
 

Do you deliver to offices and businesses?

Yes, as long as they are within our delivery area.  You or a person authorised by you needs to be at the premises to receive the order.
 

Do you charge for delivery?

Yes, delivery fees are outlined during the checkout process. Your delivery fee will be added to your total at checkout.
 

What time will my delivery come?

When you check out you can select your preferred delivery date and time. Please note that some zones may not be available due to demand. 
 

Can I change my delivery time and day?

Yes. Contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com.  If you change your delivery time or day before your original  day of delivery, then no fees or charges will apply to that change.  If you change delivery time on the day of delivery, then we may charge you a re-delivery fee equal to your original delivery fee and the charges for any perishable items which may have spoiled in transit or storage.

 

How do I add or remove products from an existing order before it arrives?

Add Products - Products can be added to an order before the cut off point for your delivery zone; most delivery zones will cut off 11.30pm the night before fulfillment, but some may be earlier. To add an item to an existing order, fill your basket with the desired products, when you check out you'll have the option to either place a new order or add to your existing order. If your request is past the cut off you won't be shown that option and you'll need to call the store directly so staff can action requests in time. You can view our direct store contacts here - https://hillstreetgrocer.com/contact-our-stores.

Remove Products - Our apologies but products can only be removed by staff; please contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com. If your request is on the day of fulfillment you'll need to call the store directly so staff can action requests in time. You can view our direct store contacts here - https://hillstreetgrocer.com/contact-our-stores.
 

How do I cancel an order?

We understand that life is busy and plans can change.  Should you need to cancel an order, contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com.  If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation.  If you cancel on the day of delivery, then we may charge you a cancellation fee of $20.00 and the charges for any perishable items which may have spoiled in transit or storage.
 

Do you charge more for products in your on-line store than in your actual stores?

No. Our prices are exactly the same as what you will find in our stores.
 

What if something I order is not available?

Sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If that happens we may substitute that product for another product of similar type and price, if you have selected the “substitutions ok” option when ordering.  If  there is no appropriate substitute or you have not requested substitutions then we will credit your account with the relevant amount within 3-5 business days. This balance can be applied to your future orders.
 

What if there is a price difference for a substituted product?

If the substituted product is equal or more in price than your ordered item, we will need to charge you the difference. If it’s less we will only charge you the lower price.
 

What if something is missing from my order?

If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com. and we will assist you in determining what has occurred.  If it is agreed that that product was left out of your order in error a credit will be made to your account.
 

What if I am not happy with an item and would like a refund?

Hill Street Grocer prides itself on the quality and freshness of its produce.  If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.

Please contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com and we will assist you in determining what has occurred. 

*This Quick User Guide should re read in conjunction with the Hill Street Grocer Terms and Conditions and does not override those Terms and Conditions.  Should any ambiguity exist between this Quick User Guide and the Terms and Conditions, the Terms and Conditions prevail.


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