FAQ
How to get started
- How do I register?
Registering is simple and straight forward. You can register at the beginning or at any time whilst shopping by selecting ‘Sign In’ in the top right hand corner and enter your email address. Alternatively, you can register at the checkout before finalising your order.
- I can’t remember my email address to log in?
If you have forgotten your email address please contact the store for assistance.
- How do I find products?
There are two simple ways to find products. You can either browse Categories by selecting the relevant Category on the left hand side of the page.
Alternatively, you can search for products by name. Simply type a products name into the search box and press enter or click on the Search button to display a list of products matching your search.
- How do I find the weekly specials?
Specials are easily identified. On the left hand side in the category menu there is a dedicated category for Specials. In addition, when searching for products or navigating through the site, a refinement button is located at the top of the product list that allows you to refine your selection to just show items on special. There are so many items on sale in the store at any one time so clicking on "specials" will show lots of products! If you want to see a copy of the catalogue there is a link on the right hand side - an orange box that says WEEKLY SPECIALS - click here and you will find a full catalogue available.
- How do I see what’s in my shopping trolley?
On the right hand side of the screen the shopping trolley shows the most recently added items in your shopping trolley. To review the whole trolley or edit it, click on ‘Review Order & Checkout’ at any time. You can return to shopping after viewing and making any changes to your trolley.
- How do I order random weight products?
Some fresh produce, meat and deli lines are sold by the piece, others are sold per kilogram.
Where items are sold by the piece, you can either select the ‘Add’ button multiple times until you reach the desired quantity, or type in the desired quantity and press ‘Add’. Popular lines such as bananas, apples and other items can be purchased in multiples of units however they will be charged per kilogram. The online store shows the price per kilogram but an average price per item which is how you will be charged online. When the products are picked and packed in-store you will be charged per kilogram.
Where items are sold by the kilogram, you need to enter the desired weight in the quantity box. For example, for 500 grams of leg ham, enter 0.500kg.
We will calculate the actual weight of the item when the order is picked and processed. Therefore, the total price of your order may vary from the total listed at Checkout. If you have any special requirements for weighted products, for example “Please do not go over my weighted quantity; ensure the quantity is the same or less than on my order never more”, please enter this in the ‘Special Instructions’ section at the Checkout.
- Are online prices the same as in-store prices?
Yes. Killarney Co-op uses the same in-store pricing online; there are no additional charges on individual products, unlike many other online stores that add additional mark-ups to their products. The only additional charges are picking and delivery fees if applicable which are clearly outlined so you know exactly what additional costs you are being charged.
Please be aware that pricing can change from day to day in-store; however the online price is updated daily.
You will always be charged the price quoted online at the time of checkout.
- Can I order Tobacco products?
Maybe. If you are over 18 we will take your order for tobacco products, subject to the relevant regulations.
- How do I update my account details?
To update any of your account information, click on your name on the right hand side of the site above the shopping card. Select ‘Contact Details’ to view your account information and make any changes required.
Deliveries
- Does Killarney Co-op offer home delivery?
Yes. Killarney Co-op are pleased to offer customers who order online home delivery, for a small additional fee.
Killarney, Legume, Tannymorel, Mount Colliery delivery runs - Minimum order of $30. Delivery fee of $10 or orders over $50 have a $5 delivery fee.
Yangan, Koreelah, Swanfels, Emu Vale - $10 fee applies.
- What hours are deliveries available?
Killarney - order by 6am for morning delivery or by noon for an afternoon delivery. * Note that we do not deliver on Wednesday mornings, or Saturday afternoons. Tannymorel, Yangan and surrounds - order by 10am for same day delivery (not available Wednesdays or Saturdays). Legume, order by noon for same day delivery (weekdays). Koreelah - order by Tuesday night for a Wednesday morning delivery (this is a trial service which will be reviewed based on demand).
- How is a delivery order processed?
Once your order is placed, a staff member will handpick your order within the store. Once the order is finalised, delivery is arranged for your nominated time. Once your delivery arrives, you are presented with a full tax invoice. You may also be required to sign for your goods.
- Who can accept a delivery?
The person receiving the goods must be over the age of 18.
- How do I choose a delivery time?
At checkout, simply select ‘Delivery' under the ‘Pickup or Delivery’ heading. Then choose a convenient date to have your goods delivered.
- What are the delivery order cut off times?
Koreelah orders must be placed prior to 6am. All other delivery zones, orders close 3 hours before the opening of the delivery zone.
- How far in advance can I place an order?
You may place your order up to six days in advance.
- Can I change my delivery time?
Unfortunately once your order is submitted it cannot be modified or changed online. However if you do need to make any changes to your order including the delivery time, please contact the store to discuss.
- What happens if I am not home when a delivery arrives?
If there is no one at the delivery address, or the person present is not of required age (18 years of age), the goods will not be left at the premises. We will endeavour to contact you should no one be present. If goods are unable to be delivered and a redelivery is required, a fee of up to $20 may be incurred.
- What is the returns policy?
Killarney Co-op holds very high standards for the quality of products we sell. If you receive a damaged or faulty item, are unsatisfied with the quality of any goods, please contact the store within 2 hours and we will, at our discretion, provide you a refund or replacement. You must provide the original receipt in order for us to be able to provide a refund or replacement.
- What if my delivery is late?
Killarney Co-op endeavours to meet the preferred delivery times as selected by our customers. However due to unforeseen circumstances delivery times may differ from the selected window. If this does occur, Killarney Co-op will attempt to contact you to advise of any delays.
- What should I do if items are missing in my order?
If items are missing from your order, please contact the store within 2 hours after checking the receipt we provide you as we will not charge you for unavailable or out of stock items.
Collecting an order
- How do I arrange for an order to be collected?
At checkout, simply select ‘Pickup’ under the ‘Pickup or Delivery’ heading. Then choose a convenient date and time to collect your goods. During business hours there is also an option to "email when ready". This is a great option if you are not working to a deadline - we will email you when the order is packed and you can collect at your convenience.
- Is there a fee for collecting my order?
No, all orders for in-store collection are FREE.
- What are the cut off times for placing an order for collection in-store?
All orders for collection in-store must be placed at least two hours before the start of your chosen collection window.
- Where do I collect my order from?
Orders are collected from the front of the store. Please speak to one of our friendly staff who can help you when you're in-store. If you would like contact free delivery, please phone the store on 0746641188 when you arrive and let us know that you would like the order brought out to your car.
- How do I pay for my order?
Credit Card payment is available online.
Orders & Payment
- Can I modify or cancel my order once I have checked out?
Unfortunately you cannot modify or cancel your order online once the order has been submitted. Please contact the store directly for any modifications to your order, delivery or to cancel. You can however add to your order up until the order has been opened by our staff. To do so, simply begin a new order and when checking out there will be an option to either create a new order, or add to your previous one.
- Can I save my order and complete it later?
Yes you can save your order, provided you have registered and logged on. In addition, your order is automatically saved so if you accidentally close your web browser the order will be retained.
- Is there a minimum order amount?
Yes, the minimum order is $30.00.
- What will Killarney Co-op do if an item is out of stock?
Sometimes, products are unavailable due to unforeseen circumstances. If this does happen, you have a choice to have your unavailable product substituted for a similar product or not. At checkout, simply select ‘Allow Substitute Products’. In the instructions box, you can specify any requirements, such as “Do not substitute with home brands”.
If a product is unavailable and you do not want substitutions or there is no substitute available, you will not be charged for that item. If a product is substituted however, you will be charged either the substituted products’ current shelf price or the price of the item you requested, whichever is cheaper.
- Can I order large quantities of products?
If you require large quantities of products, we ask that you phone the store first to check stock availability. If stock is not available, in most cases we will be able to order the products in and advise on an estimated arrival time.
- How do I finalise my order?
When you have finished your shopping and are ready to proceed to the checkout, simply click ‘Review Order & Checkout’ on the right hand side above your shopping card. From here you will be required to enter all the information to finalise your shop.
- What are my payment options?
- Online Credit Card or Debit Card
- Will the online price at checkout be the same when I make final payment?
In many cases, the final price on your tax invoice will differ slightly from the price quoted online at checkout. Reasons for the variation include:
- Variations in weighted products (for example fresh produce, meat and deli lines) from what you have ordered; although you can order a specific weight for a weighted item online, when your order is being picked we will attempt to get as close to this weight as possible but we cannot guarantee this exact weight.
- Product substitutions. If a product is unavailable and you are happy to accept substitutions, the final price may vary from the online quoted price.
- Do I get a receipt or tax invoice?
You will receive a full tax invoice via email and also with your order when it is delivered or when you collect it in-store.
- Are my credit card details kept safe?
If you choose to pay online, then your credit card details are protected by our secure payment gateway and not passed onto Killarney Co-operative Limited at all. If you choose to pay using our mobile EFTPOS terminal at time of pickup then the process is exactly the same as paying for goods in person at any store.
Customer Loyalty Club, Shareholder Cards and promotions
- Will I receive customer loyalty points for online orders?
Yes! At checkout, simply enter your shareholder number or loyalty club number and we will add points to your account. If you are not a member, drop us a note and we can sign you up!
- Will I get an entry into the weekly draw and get benefits like double point Tuesday?
Yes! You will qualify for any and all promotions that you would otherwise be entitled to if you had shopped in the store. The terms and conditions of these promotions vary and are available in the store or by contacting us.