COVID-19 FAQs
Please do not visit our stores if you are isolating or a close contact. You can shop with us online at coles.com.au . If you are new to shopping online with Coles, we've created an easy step-by-step guide which you can find here.
If you are not currently isolating or have been deemed a close contact, find out how to be a safe and speedy shopper instore here
Due to the pandemic, with team members and suppliers having to isolate, some products are temporarily missing, and we’ve also made some temporary changes to our product range. We are doing everything we can to get things back to normal, but in order to be able to fulfil online orders as much as possible, we ask that you opt in to substitutes so that you’ll still be able to get as much of what you need as possible.
Yes, you can cancel or make any changes to previously submitted orders, including the delivery day or time, right up until your order cut-off time, without incurring any cancellation fees. Once you have placed an order you can modify it via the ‘past orders’ option in the account menu and selecting the appropriate order. This option only appears when you are logged in and you have placed at least one order.
If you modify your order please be aware that the pricing of items may change. 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 checkout your order again.
Once you do modify your order, you must check out again for your order to be processed. You will have two hours from the time of modification to check out again to reserve your delivery or collection time.
Once your order has been scheduled on a delivery van and ready to be delivered to you, you will be sent an email with an estimated time of arrival. Unexpected circumstances, like traffic, can alter our arrival time. We suggest that you select a window that you will be home for the entire time. When your order is running later than predicted we will do our best to notify you via SMS.
You can also track your order via the ‘orders’ section in your account menu and selecting the appropriate order. This option only appears when you are logged in.
We take COVID safety extremely seriously and continue to work with state and Federal governments to keep our customers and team members safe.
Coles’ standard cleaning procedures comply with the Federal Government’s COVID-19 Hygiene Practices For Supermarkets and frequent cleaning and sanitisation occurs in all of our stores.
Coles Group will no longer publish new exposure sites. For information about exposure sites in your State and advice about what to do if you are a close contact, please visit the following government sites:
- Australian Capital Territory
- New South Wales
- Nothern Territory
- Queensland
- South Australia
- Tasmania
- Victoria
- Western Australia
We thank our customers for their patience during this time and ask that they continue to treat our team with kindness and respect, and to purchase only what they need.
Temporary pack limits are in place
Due to high demand and in some areas impacts due to flooding, we have introduced temporary pack limits per transaction/per customer on a range of products in store and online. Please note there are different pack limits for different states and territories. Check pack limits here.
Purchase limits updated 20/04/2022
Shop safe at Coles
Shopping safely remains our top priority, and we have extensive measures in place to help keep our team members and customers safe.
Sanitisation stations
We’ve got sanitisation stations at the front of every store, stocked with hand sanitiser and cleaning wipes for your basket and trolley.
Social distancing
We practice social distancing, have enhanced cleaning and hygiene practices of high touchpoint areas, and are encouraging cashless payments.
Contactless Click&Collect and Home Delivery
We know that for some, coming into our stores may not be possible, and for these customers we recommend using our contactless Click&Collect or Home Delivery options. If you've never shopped online with us before, we've created a step-by-step guide and video to make it as easy as possible.
Health & safety
We know that health and safety is front of mind for lots of our customers, and we want to let you know that we’re working closely with the Department of Health to ensure the most effective protection for both you and our team members in our stores during the COVID-19 situation. Where required by the government, we ask our customers ensure they are wearing a face mask before entering our stores, unless they have an exemption – and the same rules apply to our team.
Check in with the QR codes on display
Sanitisation Stations
Regular Wipe-downs
Cashless Payments
Checkout Protection Screens
Contactless Click&Collect
Contactless Home Delivery
Use the Coles App to sort your shopping list by aisle
Plan your shop easier with the Coles App
Plan your shop easier with the Coles App
- Search and locate your favourite products in store
- Build your shopping list and share it with your family and friends
- Shop on Coles Online to have your groceries delivered straight to your front door
