Frequently asked questions

How will I know if my order is ready for collection?

You'll receive an email, SMS, or app notification with all the instructions, as well as a button to tap that lets the store know you've arrived. If you aren't able to notify the store when you've arrived for any reason, feel free to approach the service desk for help, or simply give the store a call.

Where do I collect my Direct to boot Now order?

When you arrive to pick up your Direct to boot Now order, you'll find signs nearby to let you know the best place to park. If you aren't sure, simply park as close to the store entry as you can and enquire at the customer service desk.

Can I amend or cancel my Direct to boot Now order?

Unfortunately, you can't change or cancel the order once it's complete. This is because your order is added to the front of the queue, which allows you to pick up your groceries from as little as 30 minutes.

Can someone else pick up my Direct to boot Now order on my behalf?

Sure! You can always nominate someone else to do it for you, but we can only give your order to a third party if we have your permission or some proof of the order. When checking out, simply add their details in the ""Notes for your store"" section. Or, if you prefer, you can share your order number and confirmation email with them and they can show it upon pick up. One thing to keep in mind: if your order contains restricted items like liquor or tobacco, then the person who collects it must be over 18 years old and have a valid photo ID.

Can I BYO bags for Direct to boot Now?

Absolutely! For Direct to boot Now orders, you can select the ‘BYO bags’ option at checkout. We’ll pack your order directly into a shopping trolley for you to re-pack into your own bags when you arrive. Please note, for food safety reasons, some products will continue to be packed into produce or reusable bags.

Why can I only order a certain number of products?

To ensure we can fulfill your order under 60 minutes, it can only contain up to 50 items. Also, to fulfill your order as quickly as possible, we can't include items that need preparation, such as deli items. Once an order is placed it can't be cancelled, as the fulfilment process begins immediately.

Why can't I get Direct to boot Now from my local store?

Currently our Direct to boot Now service is only available in selected locations. We'll be adding additional Direct to boot Now services across our stores in the near future. To find one that best suits you, simply enter your address in the cart and select your preferred location, or search for locations.

What times can I use Direct to boot Now?

Direct to boot Now is available at participating stores. Store hours vary but Direct to boot Now is usually available 7 days a week from 8am to 8pm except on some public holidays and Sundays hours vary in some stores also. Check your store's operating hours via our store locator to confirm availability.

Why can't I order all products that are in store?

To ensure we can fulfill your order under 60 minutes, it can only contain up to 50 items. Also, to fulfill your order as quickly as possible, we can't include items that need preparation, such as deli items.

Why don't I get a discount or Direct to boot Now free when I have paid for Delivery Unlimited subscription?

Direct to boot Now is not available within the Delivery Unlimited subscription at this point. We'll continue to review this in the future though.

Are bag fees covered by Delivery Unlimited subscription?

Direct to boot Now bag fees are not covered within the Delivery Unlimited subscription at this point.

Can I get security items such as tobacco or cigarettes in my Direct to boot Now order?

Yes, you can. One thing to keep in mind: if your order contains restricted items like tobacco, then the person who picks up the order must be over 18 years old and have a valid photo ID.

When will Direct to boot Now now be available at my local store?

Currently our Direct to boot Now service is only available in selected locations. We'll be adding additional Direct to boot Now services across our stores in the near future. Watch this space!

Why am I charged a fee for my Direct to boot Now order?

All orders are hand picked by our Personal Shoppers. Due to the quick turnaround of your order (from 30 minutes), all Direct to boot Now orders are reserved at the front of the queue. This means we need extra team members standing by to pick, pack and prepare your on-demand order.