Frequently Asked Questions

Please read our FAQ before sending us a message.

What Are The Delivery Charges For Orders From The Online Shop?

The cost of delivery will vary for each order on our online store and is based on the total weight of the order. The cost of delivery will be calculated on checkout and added to the cost of the order.

When Do I Have To Order By?

Our customers can make purchases from our online store at any time and your order will be shipped via Australia Post on the next business day. Orders generally arrive 1-2 business days after they are shipped from our store in between the hours of 9:00am and 5:30pm however sometimes they may take additional time to arrive which is dependant on Australia Post.

How Long Will Delivery Take?

We ship nation wide using Australia Post and most orders normally arrive within 1-2 business days.

Do I Recieve an Invoice For My Order?

When a customers places an order on our site they will immediately receive an itemized invoice via email.

How Secure Is Shopping On Your Site? Is my data protected?

We use advanced firewall and security software as well as secure socket layering to ensure that all of your data is protected. We also host our website on the worlds most secure web hosting servers and use the worlds most secure content delivery network to provide our customers with an extra layer of protection. These measures each help to ensure our online store is amongst the most secure websites on the internet and that our customers data is protected to the highest level of diligence.

What If A Product I Order Is Out Of Stock?

If an item you purchase from our online store is out of stock and can not be included in your delivery you will receive a refund for the full cost of the item which will be credited to card that you used to pay for your order.

Who Prepares The Order?

The staff at the European Grocery Store will prepare your order for you prior to it being picked up from the store and delivered using Sherpa couriers. Sherpa are one of Australia’s leading courier networks and service national retailers including Woolworths and BWS.

When do you deliver?

We utilise Australia Post to offer nation wide delivery. All orders normally arrive 1-2 business days after the order is placed in between the hours of 9am and 5:30pm however sometimes orders can take additional time to arrive and this is dependant on Australia Post. 

What Happens If I'm Not Home?

If it is possible you may not be home during the expected time of your delivery it is important that you include details as to where you would like the delivery driver to leave your delivery in the section labeled “special instructions” which is displayed during the checkout process. If no instructions are left and the customer is not available to accept their order the delivery driver will leave the goods in the most discreet location possible however we are not liable for any damage or loss incurred if nobody is available to accept their order. 

What Is The Minimum Order Amount?

We do not require a minimum amount be spent on our site to access our home delivery service and our customers are free to order as little or as much as they desire.

Are All Of Your Products Available For Home Delivery?

Customers can not order our frozen or dairy items for home delivery as they will spoil during the delivery process but these items are still available to purchase using our click and collect service and can be picked up in store after a customer places an order via click and collect on our online store.

How Do I Use Click And Collect?

Customers can order on our online store using our click and collect service and pick up their order (in as little as 1 hours after the order is placed) from the front counter of our store.  Be sure to have your invoice ready to show our staff on pickup or submit instructions when you place the order regarding whom will be collecting it.

What Is Your Policy Regarding Returns?

Our refund and returns policy is in compliance with the relevant Australian Legislation. For more information please visit the Refund Policy page on our website. If you have any questions feel free to contact us by phone, email or by completing our contact form and a member of our team will be in touch as soon as possible

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    Alternatively feel free to contact us by telephone on 03 9722 8875