How does it all work?
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 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. You can also choose to pay on pickup when collecting your order from our Devonport store
Do you deliver?
Hill Street Devonport currently only has a click and collect function. If you are interested in delivery please speak to our store staff to register your interest.
Do you charge for the service?
No! The price you will pay is the same as the price you would if you did the shopping yourself.
Is there a minimum order?
The minimum order is $30.
What if I am running late?
Thats ok! Your order will be waiting for you until the time the store closes. For any major changes please contact us on 03 6127 5355 to make other arrangements
Can I change my pickup time and day?
Yes. Contact us on 03 6127 5355 and ask to speak to the online co-ordinator.
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 6127 5355 or email email@example.com.
Do you charge more for products in your on-line store than in your actual stores?
No. Unlike the major supermarkets who charge approximately 10 to 15% more for products bought on-line, 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.
In the case of orders which are picked up from our New Town store and paid for there, rather than home delivered, we will credit you with the relevant amount off your total when you collect and pay for your order. If you have paid on-line we will credit your account with the relevant amount within 3-5 business days.
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 not charge you the difference.
If it’s less, we will credit you the price difference to your account within 3-5 business days, or, if picking up and paying for your order in person at our New Town store, we will credit you with the relevant amount off your total when you collect and pay for your order.
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, please contact us on 03 6127 5355 or email firstname.lastname@example.org 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, will arrange for a replacement, or a credit to your online 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 as soon as possible after collecting your order on 03 6127 5355. If it is agreed that that product should be refunded, the item can be brought back to one of our stores for a refund and replacement, or we can issue you with a credit to your online account.
*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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