Frequently Asked Questions (FAQ)

Q: In some products, what is meant by 'personalised message'?
A: What you want printed on a cake, e.g. Happy Birthday Susan!
Q: What if I want to add more items after I add my first product to the Trolley?
A: Select the "Continue Shopping" button to return to the online store.
Q: Can I select the same day pickup for my item(s)?
A: It depends on the item(s) you're buying. Some items take some time to prepare. During the checkout process you will see a field to select the date and time to schedule your order for pickup.
Q: In Customer Information during checkout, what is the purpose of the 'Additional Comments for Order'?
A: This is where you can make a special request, special instructions or advise additional information about your order.
Q: How will I know if the store has received my order?
A: You will receive an order confirmation email with your order number, and the details of the products ordered. If your order is unusually large a courtesy call will be made to verify your order is correct.
Q: Can I pick up my order earlier than the pickup date?
A: Possibly, you will need to ring the store directly to discuss, and agree any alterations to the pickup time you originally requested.
Q: How do I cancel my order?
A: If you need to cancel an order placed online please ring or email the store as soon as possible so they can cancel your order. The store contact details are on the top of your order confirmation email that you received or visit www.newworld.co.nz.
Q: Is there a timeframe in which I have to notify cancellation of an order?
A: You should cancel the order as soon as possible after the order has been placed. If the order has already been made the store may charge a cancellation fee.
Q: How can I be sure that my order will be ready to be picked up at the time stated?
A: The store will ensure that your order is ready to be picked up at the time requested. If there is any alteration to this the store representative will contact you well in advance of the scheduled time.
Q: What happens if I check to receive a text when my order is complete?
A: You will receive a text message on the mobile number you provided to let you know that your order is ready for collection. Messages will only be sent to Mobile numbers.
Q: What happens if I don't check to receive a text when my order is complete?
A: Your order will be available for pickup at the specified time.
Q: Why didn't I receive a text message to say my order was ready to pickup?
A: Possibly the number provided was invalid or a landline number was entered. If neither of these applies, please advise the store so we can investigate.
Q: Can I get my order delivered?
A: Sorry, orders must be picked up from the store that you placed the order with.
Q: Can I pay when I place the order?
A: Sorry, no, all payment is made on pick up from the store you placed the order with.

Terms and Conditions

Quality Guarantee
If your order is not to your satisfaction then please contact the store. The store will work with you to ensure your satisfaction.
We stand behind all products sold to customers with a 200% Customer Satisfaction Guarantee. That is, if you are dissatisfied with the quality, then we will replace the product and refund your original purchase price. Proof of purchase is required.
Seasonal Products
Throughout New Zealand seasonal and regional conditions may affect the supply and cost of flowers and produce. In these circumstances New World reserves the right to make appropriate substitutions whilst maintaining the value of your order.
Substitutions
New World reserves the right to make appropriate substitutions whilst maintaining the value of your order in the event of a product not being available.
Security and Privacy
At New World we value your security and privacy, all personal information will be securely stored and only used for the purpose for which it was intended.
Price and Value
ALL PRICES ARE IN NEW ZEALAND DOLLARS (NZ$) and include GST.
ID Required if Under 25
Liquor will not be sold to persons under 18 years of age. Acceptable evidence of age documents are: HANZ 18+ Card, New Zealand Photographic Drivers Licence, or Passport. Liquor may only be sold during the hours specified in the store licence. It is an infringement offence to buy liquor if you are under 18 years of age. Please don't be offended if ID is requested.
Abnormal Orders
For any order that is deemed abnormal (e.g. unusual order volumes) by the store representative, the customer will be contacted via phone. The order will not be processed until such time as the customer is contacted and the order verified.
Cancellations
Cancellations must be notified to store as soon as possible, products that have been prepared may not be able to be cancelled or a cancellation fee may apply.
Contact
Please contact the Store product is purchased from. The contact details are available at www.newworld.co.nz.