- Frequently Asked Questions
Frequently Asked Questions
GENERAL QUESTIONS ON SHOPPING WITH US
Farro provides an online shopping experience that means you get the same great quality products picked and packed by our personal shoppers then delivered directly to your door.
Shop online Place an order at www.farrofresh.co.nz.
- Home deliveries to selected areas in central Auckland.
- In-store pick up from each of our Auckland stores.
- A Farro click-and-collect locker in downtown Auckland.
Schedule a delivery Choose when and to where you would like the order delivered.
You can place an order up to 7 days in advance. However, please note that prices are charged through on the day of dispatch and, as prices vary day to day and as promotional pricing on items you have ordered may not still be on offer on the day of dispatch, you will be charged for the price of the items in your order on the day they are dispatched, not at the time of your order being placed.
Most promotional prices run from Monday to Sunday weekly, with some running for longer periods. Because Farro Fresh charges your account on the day your goods are dispatched, if you have ordered goods to be delivered for the following week, the price at the time of dispatch may vary for both what you have ordered and for any promotional products included in your order. Please refer to our Terms and Conditions for more information.
There are three reasons for this:
- In the event of something being out of stock, you will not be charged unless you have requested a substitution. The price of the substitution is charged at its retail price and not the originally chosen item’s price.
- Most specials run from Monday to Sunday. Farro Fresh charges your account on the day your goods are dispatched, so if you have ordered goods to be delivered for the following week, your price at checkout may vary from what you have ordered. Please refer to our T&C for more information.
- Weighed items will vary slightly at checkout. Our personalised pick and packers will endeavour to pick the closest weight, but you will be charged more or less depending on the reality. For example, you may have requested 1kg of oranges, but our selection comes to 1.1kg, so you pay slightly more. Our 2-piece pack of sirloin steak is approximately 500g but the closest pack on the day of dispatch might be 480g, so you will pay slightly less.
Please note, if you order $200 or more worth of groceries to receive free shipping, we will still honour free shipping even if you have ended up paying less because we could not stock your items, if they weigh slightly less, or you haven’t requested substitutions and your total ends up being less than $200.
Yes. Both online and in-store shopping attracts accumulated points through our checkout system, but you must be signed up as Friend of Farro, in which case you will receive a $10 gift voucher once you spend $400 in any calendar month. Unfortunately at this time you can only redeem this voucher in store. To sign up to Friends of Farro visit Sign Up.
Yes. At checkout simply follow the step-by-step instructions.
No. However, as the total of your order increases, our delivery fee is reduced. See “How do your courier charges work?” below for more information on shipping charges.
No. In the event of a product being out of stock, until or unless you order it again, we will not charge you the price of the product in your final invoice. If it is an essential product, and you are happy to have another brand, click the ‘allow substitutions’ button at the checkout and we will deliver the closest match to the product.
WANT YOUR SHOPPING DELIVERED?
At this stage we are offering delivery exclusively to central Auckland. To find out if we are presently offering delivery in your area click here.
Your online order is individually shopped for at one of our Farro Fresh stores. One of our online team personally picks and packs your order. Our pickers are trained to select the freshest and best ingredients at Farro on the day we dispatch your order. We try and package your ingredients in a way that is most sustainable, efficient and as compact as possible, therefore your order will be sent to you in as few boxes as possible. We ship our orders in recyclable and sustainable boxes with chiller packs for any chilled items you have ordered. These boxes can be reused by you or put out with your recycling.
We currently offer five days for delivery to central Auckland: Tuesday, Wednesday, Thursday, Friday between 6pm and 9pm & Sunday between 4pm and 8pm.
Yes. When you place an order online, you can decide to pick up your order. We currently offer in-store pick-ups from all of our Farro Fresh stores. To see where each store is located, visit our stores page. Simply choose which store and day is the most convenient for you. Please note, the pick-and-pack fee is applied to all in-store pick-ups.
If you are not going to be at home during the delivery window you selected, please include instructions of where your order should be left outside. We pack all items that require refrigeration with a simple chill pack to keep your items cool right up until delivery, but please be aware this is time-restrictive and orders cannot safely sit out unrefrigerated for long periods.
Farro Fresh takes no responsibility for damage or deterioration to your order once it has been delivered at your chosen address.
In the unlikely event that something is missing from your online order, please give us a call or send us an email via our contact page. We will do our best to sort the issue out for you or provide you with a credit for the missing items.
If for some reason there is an issue with your online order, simply phone us on 0800 6663 3663 or email us at email@example.com. Our lines are open from 8am-8pm daily.
All orders are personally picked and packed, so a standard fee of $8.75 applies. Orders over $250 receive free shipping – the more you spend the more you save.
- For orders up to $99.99, a delivery charge of $7.00 + Pick and Pack fee.
- For orders $100-$199.99, a delivery charge of $5.00 + Pick and Pack fee.
- For orders $200-249.99, the delivery charge is $3.00 + Pick and Pack fee.
- For orders $250 and over, the delivery is FREE + Pick and Pack fee.
- For in-store pick-up, or for the Farro click-and-collect locker, we charge a standard flat fee of $8.75
All orders are personally picked and packed and sent out on a nationwide courier service.
- Giftcards nation wide $6.00
- North Island shipping $15.00, delivery time 3-5 working days
- South Island shipping $22.00, delivery time 5-7 working days
- Waiheke Island and Great Barrier Island $22.00, delivery time 5-7 working days
- Rural addresses, an additional $8.00 and an additional 3 working days
We want to ensure you receive the freshest, top quality ingredients we have to offer, a dedicated Pick and Packer chooses your groceries as if you were in-store doing so yourself. Packed meticulously in recyclable cardboard boxes, ready for pick up or delivery, we are committed to bringing the full Farro experience to you through our online platform. The $8.75 Pick and Pack fee covers the cost of this bespoke service and allows us to provide you greater flexibility than other online grocery services.
Yes. You will receive an order confirmation when your order has been placed. Then a further email when your order has been processed and is due for dispatch. In the event you are not home to receive a home delivery, the courier will text you to confirm the delivery has been made.
Due to our courier system, we are only able to deliver produce and chilled items to certain areas in Auckland. This is to ensure that all orders arrive on time and in the best condition possible without compromising food safety. You can still order online, but choose a click-and-collect station or an in-store pick-up if you are outside our current delivery zone. Click here to see our delivery zones.
Unfortunately, due to traffic and the number of deliveries in the area, we cannot guarantee that your order will be delivered at a specific time; we therefore have delivery windows that allow for you to choose a slot that best suits.
PICKING UP IN-STORE?
We provide in-store pick-ups of online shopping at all our Auckland-based stores. To see where each store is, visit our stores locations page. Simply choose which store is the most convenient for you and the day you wish to collect. A pick-and-pack fee of $8.75 is added at checkout for all in-store pick-up orders.
Our aim is to make the shopping process as easy and stress-free as possible for you, and to provide you with the freshest and best-quality products available on the day. In order to do this, we provide the service of picking and packing your order. We charge a flat fee rate of $8.75, a small price to pay for stress-free shopping!
In-store pick-up is from the service butchery at each Farro Fresh store. Simply present your order confirmation (printed out, or on your phone) for pick up. This may be required again as you exit the store via the checkout area, as proof of purchase.
We will send you an email or text notification to let you know that your order is ready for collection.
Yes. Please take (printed or phone evidence of) the order confirmation email or text with you as proof of purchase when picking up in store.
Once your order has been processed it will then be sent to the store of your choice for pick up in the delivery window that you chose. In the event you cannot pick up your goods in the delivery window you chose, you can arrange, at your own expense, a ‘point to point delivery’ with Urgent couriers by phoning 09 307 3555.
We will hold your order in store for 24 hours, but due to limited space, and to ensure the quality of the goods is maintained, we will then donate your goods to needy families via Fair Foods link at the next in-store pick-up. For further information see Terms and Conditions.
ALL ABOUT FARRO LOCKERS
At present we have one click-and-collect station located outside the Downtown Ferry terminal where the Devonport Ferry departs.
Once you have been advised your delivery has been dispatched, we allow a 10-hour window (2pm-Midnight), for pick up. If in the event you cannot collect your goods in this time, you will need to phone Urgent couriers on 07 307 3555 to arrange a ‘pick up and deliver’ service at your own expense. If you fail to do this, the goods will then be cleared and any products deemed safe to eat will be donated to our Fair Food charity. Please note: after the 6-hour window, your key code will no longer allow access to the locker.
We will send you an email or text to let you know when your order has been dispatched and another when the order has been delivered to the Farro click-and-collect locker.
Your email/text confirmation order will give you a specific key code to enter into the-click-and collect screen.
Yes. The majority of the lockers are refrigerated. We will also pack your order into a chilltainer box, which is placed inside the lockers, to keep everything fresh and cool. Please note that all your dry goods will also be chilled over this time and may affect products such as bananas, oils and red wine.
Please call the 0800 number on the computer screen in the centre of the collection station. The 24-hour service will resolve collection issues relating to the locker not opening.