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    How can we help?

    We're here to help

    Your custom is very important to us and we're always grateful for any feedback you can give us on our products or services.

    If you have any questions or comments relating to our services then please get in touch.

    Please email us at: online.groceries@channelislands.coop with full details of your enquiry/comments to enable us to respond to your request/feedback.

    You can also call us on: 01534 879822 (Jersey) or 01481 231155 (Guernsey) our lines are open Monday to Friday 8:00am to 4:00pm.

    Or write to us at;
    The Channel Islands Co-operative Society,
    Co-operative House,
    57 Don Street,
    St. Helier,
    JERSEY,
    JE2 4TR 

     

    General questions;

    Why is the new online grocery store not stocking all products available in store?

    Are there any vegan or free-from products available on the website?

    Why isn’t there an option for scheduled delivery?

    Why isn’t the online store selling frozen products?

    Dividend

    Will I get dividend on my online shopping?

    Do I get dividend on all my purchases?

    Registration

    Do I need to register to use this service?

    Product range and promotions

    Returns and refunds.

    How do I request a refund?

    Can I return items?

    I have been charged multiple times?

    How long until a refund has been processed and my money has been returned?

    Orders and delivery

    I haven’t received my order.

    How do you process my order?

    Can I see my order history?

    Can I re-order from a previous order?

    Can I pre-order and select a date?

    Can I choose a time to receive my order?

    Can my delivery be left in a safe place if I am not at home?

    How long does it take for my order to arrive?

    How much do you charge for delivery?

    What if my order is late, what happens?

    Do I get updates on my delivery?

    Are there age restrictions on who can order?

    I have items missing.

    My items are damaged.

    Why can’t I confirm my order?

    Cancellation

    I have changed my mind and I want to cancel my order.

    Can I cancel my order after it has been processed or out for delivery?

    Why my order was cancelled?

    Stock availability

    Can I change my order?

    Can I add to my order?

    Payments

    What credit card/debit cards do you except for payment?

    Do you accept vouchers?

    Can I use my stamps?

    Can I pay cash on delivery?

    Our privacy and security policy

    Technical faults

    I am having problems adding and removing items

    Errors appear when I try to confirm my order at the checkout

     

    Generic

     

    Why is the new online grocery store not stocking all products available in store?

    We aim to provide the best possible service to our communities, as we are on the start of our online journey, we have 5000 products we are able to offer. If you have a suggestion on what you would like to see available, please email online.groceries@channelislands.coop with your suggestions and we will see what we can do.

    Are there any vegan or free-from products available on the website?

    Yes, we have an initial limited range of vegan and free-from products available on the website. As we are on the start of our online journey, we are limiting what products we are offering, and we will be looking to add more products and ranges in the future.

    Why isn’t there an option for scheduled delivery?

    We have chosen to launch our website without scheduled deliveries. We will be working with Jersey Post and Isle Delivery (Guernsey Post) to look at improving the delivery service in the future.

    We also won’t currently be able to leave parcels in customers postal secure drops due to some orders containing chilled items and/or alcohol. Therefore, you do need to be at home to accept your delivery.

    Why isn’t the online store selling frozen products?

    At present our delivery vehicles are only suitable for delivering chilled products, we will be working with our delivery partners on this, and as soon as we have a solution in place, we will then add our frozen products to the website.

     

    Dividend

     

    Will I get dividend on my online shopping?

    Yes. Members will receive dividend automatically on dividend applicable products plus the additional 1% between January and November. During December, each £1 of dividend is worth £1.05 for Christmas shopping in your Co-operative food stores. You can either transfer the money you collected into your share account where it will earn interest, or withdraw it as cash from any of our member service counters.

    When you register, add your share number and it will be automatically applied at the checkout stage. Alternatively, you are also able to manually add your share number at the online checkout.

    Do I get dividend on all my purchases?

    Dividend will be available on all qualifying products on the website, apart from the delivery fee.

    Here’s a list of items that dividend isn’t applied to:

    • Besco dry cleaning services
    • Fax machine usage
    • Fuel
    • Gift vouchers
    • Guernsey Electricity Key Card
    • Home delivery charges
    • Lottery tickets
    • Parking paycards
    • Pay as you go SIM and top up cards (Airtel, JT & Sure)
    • Postage Stamps
    • Photocopying
    • Raffle Tickets
    • School Bus Tickets
    • Speed Dial Cards
    • GST

     

    Registration

     

    Do I need to register to use this service?

    Yes, you must register on the Online Grocery website to use this service.

    If you have already registered for our Member Portal you can use those credentials to register, alternatively, please proceed and register for a new account.

    We recommend signing in before adding items to your basket so that your basket is saved should you experience any issues or if you are interrupted during the ordering process.

     

    Product range and promotions

     

    We currently have 5000 products available to purchase online including bakery, food cupboard, drinks, fresh food, pets, health & beauty, laundry & household and baby. If you have a suggestion on what you would like to see available, please email online.groceries@channelislands.coop with your suggestions and we will see what we can do.

    Our in-store team will be picking the best dates available on fresh and short life products. We are unable to offer any frozen products at this time.

    Currently, the only promotional offers we will be offering will be money off promotions.

    Some products that you see on the website may show multi-buys prices on the packaging and may be delivered showing these offers, unfortunately we cannot currently offer these types of promotions, but rest assured that we will be including these offers as soon as possible.

     

    Returns and refunds

     

    How do I request a refund?

    You can request a refund by contacting our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday. When cancelling your order, this will automatically send a notification and a refund will begin to be processed.

    Can I return items?

    You have the right to return items and/or faulty goods in accordance with our store returns policy.

    If you have an issue with any product, please email us on the day of receipt at online.groceries@channelislands.coop and we’ll advise you of next steps.

    It is not possible to return baby food, milk and products which are liable to deteriorate or expire rapidly, including perishable food and drink. No substitutes can be given.

    I have been charged multiple times?

    Please contact our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    How long until a refund has been processed and my money has been returned?

    Refunds will be processed as soon as the order status has been changed. It can take between 3 to 5 working days for your money to be returned to your account.

     

    Orders and delivery

     

    I haven’t received my order

    Please check your order status on the website by logging into your account and clicking on ‘my account’. Emails will be sent to keep you updated as to where your order is. If you have not received your order this could be due to not being home when it was being delivered or your order was not processed.

    Please contact our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    How do you process my order?

    Your order is an offer to buy from us and will be processed at the time of confirmation. Payment will be taken on the day of delivery of your order to cover the costs of the goods and the delivery charge. You will receive notifications via email and your order status will be updated.

    Can I see my order history?

    Yes. You can check your order history on the website in the ‘my account’ area.

    Can I re-order from a previous order?

    Yes. You can re-order and change or add items by using the 'my orders' section in ‘my account’. 

    Can I pre-order and select a date?

    Currently you cannot pre-order and select a date. However, you can sign into your account and add items to your basket. They will be saved within your account and you can then complete the order until 10pm on the day before you wish to receive delivery.

    Can I choose a time to receive my order?

    Currently you cannot choose a time to receive your order and it will be delivered between 8:00am and 5:00pm. However, we are working hard with Jersey post and Isle Delivery (Guernsey post) to offer an improved delivery service in the future.

    Can my delivery be left in a safe place if I am not at home?

    Currently, deliveries cannot be left in a safe place and you must be at home to accept your delivery. If you are not at home, your order will be returned to store and you will receive a notification by email. You will need to arrange for a re-delivery or collection from store by contacting our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    If you have not contacted us after 24 hours your order will be cancelled and refunded.

    How long does it take for my order to arrive?

    If an order is made before 10:00pm, it will be processed and out for delivery the next day between 8:00am and 5:00pm (excluding Sundays and bank holidays). Please note: If you place on order on a Saturday or Sunday, your order will not be delivered until the following Monday, excluding bank holidays. Your order will be delivered to the address specified by you in your order. Delivery will be between the hours 8:00am and 5:00pm, Monday to Saturday, except bank holidays and you do need to be at home to accept the delivery.

    How much do you charge for delivery?

    There is a standard delivery cost of £5 across all orders. This is to offset the cost charged to us by our deluvery partners but we will review this charge once uptake increases.

    What if my order is late, what happens?

    There is no set time as to when you will receive your order. If you have confirmed your order before 10:00pm, your order will be out for delivery the following day between 8:00am and 5:00pm. Please check your order status in the ‘my account’ section of the website and emails are sent to keep you updated with the journey of your order.

    Do I get updates on my delivery?

    Yes. Your order status will be updated on each journey. You will also receive emails at each point your status is updated and you can check this in the ‘my account’ section of the website.

    Are there age restrictions on who can order?

    Due to our product list containing age restricted products, you must be over the age of 18 years to use the website. At checkout there will be an option to verify your age via Yoti, if you are unable to use Yoti, you will be asked to provide identification on delivery. If you cannot provide identification of your age, your order will be returned to store and you will need to re-arrange delivery or collection by contacting our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    I have items missing

    Goods are subject to availability. If any of the items you have ordered become out of stock, your final payment email and delivery email will have a list of these items at the bottom. You will not be charged for these items.

    In this instance, we do not offer alternatives/substitutes. This is due to two reasons:

    • There are many variations of our products in store and if we provided a substitute a customer does not like this could cause a few issues.
    • All our orders are ringfenced, which means if we were to provide a substitute which is more expensive than the original item, we would not be able to charge the extra cost.

     

    My items are damaged

    We cannot and do not accept responsibility of items damaged after delivery to an address.

    If an item arrives faulty, you have the right to return this item, please contact our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    Why can’t I confirm my order?

    We have a limited amount of orders per day. If we have exceeded this amount, your order will not process until the next day.

    Our online shopping service will have a cut off time of 10:00pm, in order for us to process all orders for next day delivery (excluding Sundays and bank holidays). Any basket orders after this time will be saved to your account and ready for you to process the following day.

    Orders placed on a Saturday will not processed for delivery until the following Monday, excluding bank holidays.

     

    Cancellation

     

    I have changed my mind and I want to cancel my order

    You can cancel your order via the website 24 hours a day or by a calling our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday. Due to our order today, deliver tomorrow process, you can only cancel your order up until 6:00am on the day of delivery.

    Can I cancel my order after it has been processed or out for delivery?

    Orders which have been processed or are out for delivery cannot be cancelled online. You can call our online groceries teamon online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will make a note of this.

    At the time of delivery, please request for the order to be taken back to store. Once we have received your order back at the store, your order status will be updated, and a refund will be processed.

    Why my order was cancelled?

    Your order may have been cancelled by us due to the following reasons:

    • Your order was not processed due to payment not being accepted.
    • No one was home to receive the order. Your order will have been returned to store and your order status updated, along with a notification by email. If you have not contacted us to arrange a re-delivery or collection, after 24 hours your order will be cancelled.

     

    Stock availability

     

    Can I change my order?

    You cannot change your order once it has been processed.

    Can I add to my order?

    You cannot add extra items to your order once this has been processed.

     

    Payments

     

    What credit card/debit cards do you except for payment?

    We accept the following cards:

    • Visa
    • Mastercard

    Do you accept vouchers?

    We do not accept vouchers as online payment. Vouchers are only available to use at your local Co-op store.

    Can I use my stamps?

    You cannot use stamps for your online shopping. Stamps are only available to use at your local Co-op store.

    Can I pay cash on delivery?

    You cannot pay cash on delivery. This is due to your order confirmation only being accepted once payment has been made online by credit or debit card.

    Our privacy and security policy

    Please see our privacy and security policy.

    Jersey privacy and security policy

    Guernsey privacy and security policy

     

    Technical faults 

     

    I am having problems adding and removing items

    If you are having issues with adding or removing items from your basket, please contact our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.

    Errors appear when I try to confirm my order at the checkout

    If you are having issues with your order at checkout, please contact our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8:00am and 4:00pm Monday to Friday and they will be able to assist.