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| I’ve forgotten when my shopping is arriving, how do I check my delivery time? |
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You can check what delivery slot you selected for your shopping by going to you ‘My Orders’ page on the website. Just sign in and go to the ‘My Orders’ tab. The confirmation email you received when you checked out will also tell you what time you booked for your shopping to arrive.
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| How old do I need to be to receive a delivery? |
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You need to be 18 years old to accept a delivery. If you´re paying by card at your door, the cardholder must be present.
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| If I live in a condominium / apartment / flat, will the Customer Delivery Assistant deliver to my flat door? |
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Our Customer Delivery Assistant will deliver to your condominium / apartment / flat/house door. Some condominiums have restriction of entering the building due to security reason, our Customer Service agent will give you a call to collect at lobby when Customer Delivery Assistant arrived
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| What happens if I miss my delivery? What should I do? |
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If you’ve missed your delivery, check your mailbox for a calling card from the Customer Delivery Assistant. You can also call Customer Services. They can try to reroute the Customer Delivery Assistant to you again if he has not yet come back to the store. If the van is back in the store your order is cancelled, so you have to do the shopping once again.
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| What if a product I ordered wasn´t available? |
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If a product you´ve ordered isn´t available in store, you’ll be provided with an alternative product, which you can choose to accept or reject when your shopping is delivered. Your delivery note will list any substitutions at the top of the page. If you don’t want the substitute, just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.
Alternatively if your personal shopping assistant couldn´t find a suitable alternative to the product you ordered, it will not be added to your shopping and you won´t be charged for that product.
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| What if the delivery is going to be late? |
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We’ll try our best to contact you if our Customer Delivery Assistant is running late. However, if you haven’t heard from us, please contact our Customer Services team.
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| What if I´m unhappy with the quality of the products in my shopping? |
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If you are unhappy with any product, just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.
Alternatively if you realize after the Customer Delivery Assistant has left, deliver the product and your delivery documents to the address of our hypermarket printed on the till receipt. At the Customer Services desk you can request a refund.
Wherever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure your payment card doesn´t get charged for products that you want to reject. Customers can use the following form of withdrawing from a contract of sale.
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| What should I do if there is a product missing from my shopping? |
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If there are products missing from your shopping please contact Customer Services on the number above.
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| Can I return a product that I’ve bought? |
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If you are not satisfied with any of the products, you can just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.
Alternatively if you realize after the Customer Delivery Assistant has left, deliver the product and your delivery documents to the address of our hypermarket printed on the till receipt. At the Customer Services desk you can request a refund.
Wherever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure your payment card doesn´t get charged for products that you want to reject. Customers can use the following form of withdrawing from a contract of sale.
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