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    Customer service

    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, 8am to 5pm.

    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?

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

     

    Dividend

    Will I get dividends on my online shopping?

    Do I get dividends 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 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?

    Do I get updates on my delivery?

    Can I change my delivery slot?

    Are there age restrictions on who can order?

    I have items missing.

    My items are damaged.

    Can I order for delivery if I am a Sark or Herm customer?


    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 accept 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.

     

    General Questions

     

    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 at the start of our online journey, we have 5000+ products we can 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.

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

    Yes, we have an initially limited range of vegan and free-from products available on the website. As we start 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.

     

    Dividend

     

    Will I get dividends on my online shopping?

    Yes. Members will receive their normal dividends automatically on dividend applicable products, just as you would if you were shopping with us in-store. Shareholders also benefit from the additional 1% loyalty bonus between January and November. For further information regarding your dividends please see our website Members | Channel Islands Co-operative

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

    Do I get dividends on all my purchases?

    The 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 either our Member Portal or Baby Club, you will need to use those credentials to log in. If you would like to register a new account you will be prompted to sign-up using an unregistered email address.  

    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, frozen 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.

     

    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 telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8am and 5pm 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 faulty goods under 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 the next steps.

    It is impossible to return baby food, milk, and products that 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 telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 5 pm 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 delivered, or your order was not processed.

    Don't hesitate to get in touch with our online groceries team at online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8am and 5pm 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 ordering 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 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 the store, and you will receive a notification by email. You will need to arrange for a re-delivery or collection from the store by contacting our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8am and 5pm 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?

    Deliveries will be made between 9am and 9pm, 7 days a week.

    Please select your preferred delivery slot when you checkout.

    We offer next day delivery, and you can pre-order up to 7 days ahead.

    There is a standard delivery charge of £5.

     

    How much do you charge for delivery?

    There is a standard delivery cost of £5. However, we will review this charge once uptake increases.

     

    Do I get updates on my delivery?

    Yes. If you have provided us with a mobile number, you will receive SMS updates when your order is on its way to you. You will also receive an email on the morning of your delivery.

     

    Can I change my delivery slot?

    Yes, you can, we allow delivery slot changes up to 24 hours before your original scheduled delivery slot.

    To change your delivery slot please email: online.groceries@channelislands.coop or call on 01534 879822 (Jersey) or 01481 231155 (Guernsey).

     

    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. You will be asked to provide identification on delivery. If you cannot provide identification of your age, your order will be returned to the store. 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 8am and 5pm 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. The original order amount may show as pending in your bank account for up to 48 hours. 

    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 more expensive substitute 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 for items damaged after delivery to an address.

    If an item arrives faulty, you have the right to return this item, don't hesitate to get in touch with our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8am and 5pm Monday to Friday, and they will be able to assist.

     

    Can I order for delivery if I am a Sark or Herm customer?

    We are now offering a delivery service for our Sark and Herm residents through our Guernsey online grocery website only. (Excluding Alderney)

     

    Sark customers

    Sark customers can now order through our Guernsey website. The best day to order for Sark deliveries is a Sunday or Tuesday. This is due to the cargo acceptance times and to ensure the driver can deliver the orders to Sark Shipping in time.

    If a customer places an order on a Sunday, they should select the 09:00 till 12:00 Monday delivery slot to receive their order on Tuesday.

    If a customer places an order on a Tuesday, they should select the 09:00 till 12:00 Wednesday delivery slot to receive their order on Thursday.

    Sark orders will be charged £5 for delivery on the online grocery website. Carriage will also be payable by the customer directly to Sark Shipping.

    If you have a Sark Shipping Freight account, the payable charge by the freight company will be added to your account.

    If you do not have a Sark Shipping Freight account, the payable charge by the freight company will be billed to you at the end of the month.


    Sark Shipping contact details

    Email: info@sarkshipping.gg

    Contact number: 01481 724059

    Website: www.sarkshipping.gg


    Herm customers

    Herm customers can now order through our Guernsey website. Herm orders will be charged £5 for delivery on our online grocery website. The orders will be delivered to the boat (Travel Trident), which will distribute them once they arrive in Herm. There is no extra charge.

    Herm Travel Trident contact details

    Contact number(s): 01481 721379 or 01481 750000

    Travel Trident - 2022 Timetable

    Website: www.traveltrident.com

     

    Cancellation

     

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

    You can cancel your order by contacting our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 5 pm Monday to Friday. If delivery is attempted, please refuse the order, and it will be returned to the store and processed as a cancellation.

     

    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 team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 5 pm Monday to Friday, and they will cancel the order on your behalf. If delivery is attempted, please refuse the order, and it will be returned to the store and processed as a cancellation.

    At the time of delivery, please request for the order to be taken back to the 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?

    We may have cancelled your order 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 the 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 accept for payment?

    We accept the following payment methods:- 

    • Visa
    • Mastercard
    • American Express

     

    Do you accept vouchers?

    We do not accept vouchers as online payments. 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. Completed cards can be exchanged for cash or deposited into your share account (at Co-op Post Office counters).

     

    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 adding or removing items from your basket, please contact our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) 01481 231155 (Guernsey) between 8am and 5pm Monday to Friday, and they will be able to assist.

     

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

    If you have issues with your order at the checkout, please contact our online groceries team at online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8am and 5pm Monday to Friday, and they will be able to assist.