Kia Ora Aotearoa,
We are putting in place our Level 3 measures in Auckland, and Level 2 measures throughout all other parts of the country to help keep our customers and team safe. This includes physical distancing, extra cleaning, limiting customer numbers, and contactless online deliveries. Thanks for your understanding and support. Together we can do this!
Frequently Asked Questions
Are you going to change your trading hours?
All our stores will continue to open and close at their normal time.
Are deliveries going to be contactless?
All deliveries will now be contactless nationwide.
What should I do if I can’t get my usual delivery slot?
Our available slots are filling up quicker than usual. If our website isn't showing any available slots, please continue to search for the next available delivery slot. Unfortunately, we aren't able to arrange delivery slot bookings over the phone.
Shopping in our stores
Are there limits on the number of people in stores?
To make sure everyone has space to shop safely, we’ll be monitoring the number of people in our stores at any one time. Where possible, please only send one person per family to do the shopping and, if you’re feeling unwell, please stay home.
Can I still collect my Pick up order?
Pick Up orders can still be collected in our stores.
What can I do to stay safe when shopping in-store?
We have a range of physical distancing measures in place in our stores to keep our team and customers safe. This includes markings on floors, and closing off every second checkout and every second self-service checkout. We’d encourage you to use a shopping trolley as a guide for distance between you and other customers.
We’d encourage customers to use contactless payment options where they can and keep up good hygiene practices by washing their hands regularly and using the hand sanitiser available in our stores.
We also strongly encourage our customers and our team to wear face masks or coverings in our stores in accordance with the Government’s advice and to continue to check in using the COVID app.
Do I need to pack my own bags?
Customers will be asked to pack their own bags to minimise contact in our stores and keep our team and customers safe.
Are the deli and bulk food sections open?
Our delis will stay open however we’ve closed our bulk food sections in our stores in Alert Level 3 and are not currently accepting BYO containers in store.
Are there any product limits?
We are monitoring stock levels in case of panic-buying. The Prime Minister’s message to New Zealanders is that there’s no need to stockpile.
Is FreshChoice running out of food?
No. We have plenty of food and groceries in New Zealand, and we make items like toilet paper right here. We’ll continue to manage any increased customer demand in our stores, but we also need customers to remember that when they buy more than they need, others will go without that day.
Customers should shop as they normally would and be thoughtful of others to ensure that all New Zealanders have access to the food and products they need. There is no need to panic about food and groceries.
What is physical distancing?
Physical distancing is a term used by the Ministry of Health to describe less contact between you and other people.
The advice from the Ministry is that this will help prevent or slow the spread of COVID-19. The more space there is between you and others, the harder it is for a virus to spread.
What is FreshChoice doing to maintain physical distancing?
The safety of our team and our customers is our main priority.
We’re supporting the Government’s recommendations to encourage physical distancing by using tools in our stores to help people create space between themselves and others, and our team. These include markings on floors, using the shopping trolley as a tool - supported by good hygiene practices.
How are you protecting your customers?
The safety of our team and our customers is our main priority and we have a number of measures in place to help prevent the spread of the virus. These include:
- Maintaining our comprehensive food quality and hygiene standards across the store
- A detailed cleaning programme in our stores every day, supported by increased cleaning across high traffic areas.
- Signs in stores to encourage good hygiene and care for each other
- asking those who are self isolating to not enter the store.
- sharing guidance on common hygiene and physical distancing.
- advising to use the size of a trolley as a distance guide between each other
- Floor marking distance guides at checkouts.
- Limiting the number of customers in our stores.
- Recommending customers use Paywave where possible.
Health & Safety
Do you have hygiene wipes for trolleys and at store entry?
We have wipes at the entry and hand sanitiser at the exits of our stores nationwide for our customers and team to use.
We’re also reinforcing our good hygiene measures as well sharing Ministry of Health guidelines with our team. We’ve increased our regular store cleaning as a precautionary measure.
Can I still bring my personal, reusable containers to be filled?
We’re doing everything we can to keep our customers and team healthy and safe. While we’re passionate about reducing single-use plastic, we’ve decided to temporarily stop accepting BYO containers.
How can I be assured that your team are healthy?
The safety and health of our team is our priority. Across our business we have taken the opportunity to review our processes and are reinforcing our normal hygiene measures, sharing Ministry of Health guidelines on prevention and regularly communicating with our team across multiple channels about how to stay safe and healthy.
We have also put a range of measures in place that are designed to keep both our team and our customers safe and healthy. These include encouraging customers shopping in our stores to use their trolley as a distance guide and to follow new floor markings at checkouts. We’ve also got perspex screens in place at checkouts, service counters and pharmacies. We’ll also be putting up posters across the store to provide our customers and teams with helpful tips to minimise contact with others.
Other recommendations include using Paywave where possible and maintaining strict hand-washing routines prior to coming into our stores.
We’re following the government’s requirements around self-isolation for any of our team members who are returning to New Zealand from overseas travel or have been asked to self isolate.
What steps are your personal shoppers taking to ensure hygiene? Shouldn’t they be wearing gloves?
The health and safety of our customers and team is our utmost priority. We’re continuing to reinforce our good hygiene measures as well sharing Ministry of Health guidelines with our team.
Supporting our team
How are you supporting your team?
The safety, health and well-being of our team is our greatest priority. As our business is an essential service and our stores will be open each day, it’s really important that we look after them.
We are very grateful to our team members and suppliers who are working tirelessly to do the best job possible. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.