FAQs android | Coles

Your account

We’re sorry to hear that you’d like to delete your account.

How to delete your account:

Go to the More tab

Select your account name at the top of your screen

Select Delete account option

Then simply follow the prompts

If you don’t have an account, you can only view our catalogue, specials and recipes.

Things you should know

Coles treats compliance with the Privacy Act 1988 ('Act') and the Australian Privacy Principles ('APPs') very seriously and is committed to handling the personal information of an individual in accordance with our privacy policy and the requirements of the Privacy Act. As outlined in our Coles privacy policy, as our customer, you have the right to access, correct, and/or delete the personal information we hold about you. However, in some circumstances, we may not always be able to delete personal information as it may be required for other business purposes (e.g. to meet legislative requirements related to the retention of data).Under the Privacy Act and other relevant laws, we will look into your request to delete your account and look to fulfil this request within the next 10 business days. Where we cannot fulfil your deletion request, we will outline the reasons in the customer care file and provide you with the reasoning.

Shopping online

If you notice two payments for the same order on your bank account, one is a 'pending payment' is that will be removed within 72 hours

You may see a ‘pending payment’ amount withheld on your bank account.
This is part of the bank pre-authorisation process towards your final total. It’s not a separate payment for the same order.
Please be assured Coles will only process the payment once, for the final total, when your order is packed and ready to go.

This means you only pay for exactly what’s in your bags at the point they are packed. Nothing more.
You can view and track orders through our website.

Log in to your account

Go to the Account tab

Select your order from either Active or Past orders
You can modify your delivery and Click & Collect order before the cut-off time. You can't modify or cancel a Rapid Click & Collect order.

Modifying delivery and Click & Collect orders

You can cancel or make changes to previously submitted orders, including the delivery day or time, right up until your order cut-off time, without incurring any cancellation fees.

On the app:

1. Go to More menu.

2. Select My orders.

3. Log in to the website and find the order you want to change

4. Select Modify order and make the appropriate changes

5. Once you've made the changes, go through the checkout again. This will update the amount we'll charge to your account. You may see another notification from your bank but this is an amount update - you won't be charged twice.

From your confirmation email:

1. Click on the Modify link in your email and you'll be guided through the steps required.

On the website:

1. Log in to your account.

2. Go to Orders and find the order you want to change.

3. Select My orders and find the order you want to change.

4. Select Modify order and make the appropriate changes.

5. Once you've made the changes, go through the checkout again. You won't be charged twice, you'll only be charged once your order has been finalised by our team.

Why can't I modify Rapid Click & Collect orders?

Due to the fast nature of the Rapid Click & Collect service, you can't modify or cancel a Rapid Click & Collect order at any time after placing the order or you may be subject to a cancellation fee.

Points to note about modifying your order

You have two hours to modify and check out. If you don't check out again within two hours, your order will be cancelled.

Your modified order is effectively a new order. When you modify your order you'll get a new order email with your updated order details.

Prices may have changed. For example, items that were on special may change in price if they are no longer on special at the time that you modify and check out your order.
We're committed to your safety and wellbeing and offer the option of adding you to our liquor self-exclusion agreement.

Add yourself to the liquor self-exclusion agreement

While you remain on the agreement you won't be able to buy liquor from Coles Online. You can remove yourself at any time.

To add yourself to the agreement, read through the terms* and then email Customer Care with your request, and your:

first name

last name

phone number

email address used for Coles Online

Remove yourself from the liquor self-exclusion agreement

When you remove yourself from the agreement you will be able to order liquor from Coles Online.

To remove yourself from the agreement, read through the terms* and then email Customer Care with your request, and your:

first name

last name

phone number

email address used for Coles Online

*Coles Online Liquor Self-Exclusion Terms of Agreement:

The participant acknowledges that under this agreement, they will not be able to checkout with liquor items in their basket. Coles has the right to request the removal of liquor products in this instance. A self-exclusion agreement will take at least 24 hours to come into effect.

The participant understands that this self-exclusion agreement can only be terminated by emailing Customer Care directly and requesting they're removed from the self-exclusion agreement. Removal will take at least 24 hours to come into effect.

By emailing Customer Care to add yourself to the Coles Liquor Self-Exclusion Agreement your personal information is being collected by Coles Supermarkets Australia Pty Ltd (ABN 45 004 189 708) (Coles) so we may communicate with you in relation to the self-exclusion request you have raised and enable the ongoing communication if there are subsequent questions about your request. Coles will not disclose this information provided by you unless required or authorised by law or in accordance with our Privacy Policy (www.coles.com.au/privacy). Where you provide us with Personal Information about someone else as a member, employee, or representative of a business, organisation, or other entity, you must have their consent to provide their personal information to us. Please contact Coles Customer Care on 1800 061 562 for any privacy related queries.

Click & Collect

When your order is ready for collection you'll receive an SMS telling you when your groceries are ready.

Your confirmation email also has all the details about the collection process.

Note:

You must come to the store only after you've received the SMS from us.

Make sure we have your latest email address and your mobile number so you receive your notifications. You can do this by logging into your Coles account.
Depending on your location and the store you choose, you’ll have different collection and bagging options.

Direct to Boot and Service Desk collection

You have the option to choose between between bag and no bag.

Bag
If you select 'bags' we estimate the number of bags your order might need based on your groceries. You will only be charged for the number of bags you're given.

No bag
You can bring your own bags and we can pack them for you. Or if it's Direct to Boot our staff can pack the items directly into your car.

Smart Locker and Mobile Collect

For these options all items are bagged for you. We estimate the number of bags your order might need based on your groceries. You will only be charged for the number of bags you're given.

Weekly specials

Your shopping list