COVID-19

Coles Online updates

New to shopping online? It's easy with Coles

It’s easy to shop online! We've created a step-by-step guide and video to make it as easy as possible for you to use.

Step 1: Go online to Coles Online

Once you are on the homepage, click the 'Log in/Sign-up' button at the right hand side of the screen or at the bottom of the screen if you are using a mobile device.

Step 2. Create an account

  1. Click 'New to Coles online? Sign up instead' button
  2. Enter your name, date of birth, address, email and a password for your account.
  3. Click ‘Continue’ button.


Step 3. Choose the items you need

  1. To search for products, click on the search bar at the top of the screen.
  2. Instead, you can click the ‘everything’ button to search different sections.
  3. To add an item to your trolley, click the ‘Add’ button on the product
  4. Click on the trolley on the tight hand side or at the bottom if you are using mobile to begin checkout process.


Step 4. Choose delivery or collect in store

  1. If you want to collect your items at a store, you can use our Click&Collect option. To do this you will need to select which store and what date and time you’d like to collect your order.
  2. If you want your Items delivered to your home, select an address, day and delivery time frame for your items to be delivered.

 

Step 5. Pay safely via Card or PayPal

  1. Click on ‘Proceed to checkout’
  2. Choose your preferred payment method: Credit Card or PayPal
  3. Make sure to enter all details correctly
  4. Click ‘Place order’
  5. And you're done!

More information

 

If you’re a vulnerable customer, you can access groceries in the following ways:

  • Ask a friend, neighbour or family member to shop for you
  • Register with the National Disability Insurance Scheme or with My Aged Care for access to their services
  • If you’ve ordered using our online services dedicated to vulnerable customers, you can ask a friend, neighbour or family member to pick up your shopping via in-store collection (Coles and Woolworths only)
  • Finally if the above isn’t possible, use the online services dedicated to vulnerable customers to have your order delivered to you at home

If you’d like more information on the NDIS list, including questions on eligibility, please visit ndis.gov.au or call 1800 800 110. For more information on My Aged Care visit myagedcare.gov.au.

Coles Online Priority Service

 

We have created the Coles Online Priority Service (COPS) to support our most vulnerable customers and communities during this challenging time.

Through COPS, eligible customers who find it difficult to shop in-store can access grocery essentials online.

We encourage all Australians to think about the most vulnerable in our community and offer help wherever possible, from picking up groceries for them in store, to helping them to do their shopping online. Be a Coles Community Champion!

What is Coles Online Priority Service (COPS)?

Coles Online Priority Service (COPS) has been created to support our most vulnerable customers and communities during this challenging time, and ensure we help those that need it the most right now.

Through COPS, eligible customers are able to access everyday grocery essentials, with our service aiming to support all community members who find it difficult to shop in-store.

Who is eligible?

Existing Coles Online and flybuys customers who are aged over 70 and had previously registered their date of birth as part of their account details have already been invited to join COPS.

We are now adding:

  • People over 65 years of age with a My Aged Care number or NDIS number;
  • Indigenous Australians over the age of 50 with a My Aged Care number or NDIS number;
  • Aged care, disability care and other businesses that support vulnerable members of the community.

We are working hard with government departments to identify other groups who should be added to this service, in addition to our other efforts to support those who vulnerable in our community. We apologise in advance to anyone who does not currently meet the criteria.

What services are available?

Coles Online - home delivery

Eligible COPS customers are able to shop on Coles Online by logging in with their registered account details. Customers can shop from a consolidated range of products and have groceries delivered to their door. Just select Home Delivery and choose from a range of available delivery slots at checkout.

Coles Online - Click&Collect

For eligible COPS customers able to visit our store, we have resumed our Click&Collect service.* Simply select this delivery method at checkout.

For those customers unable to visit a store, we are also allowing carers, family and neighbours of eligible COPS customers to pick up Click&Collect orders in-store on their behalf.* Simply show the customer’s order confirmation when collecting in-store from our Click&Collect concierge service.

* Only at stores where Click&Collect concierge is available.

Coles Community Box

Now available to all customers

What's in the box

Breakfast

  • Long-life Milk 2L
  • Fruit Juice 2L
  • Oats (Weetabix, etc) min. 375g
  • Spread (e.g. jam, Vegemite) min. 375g
  • Cereal bars (or dried fruits) x4 (min. 100g each)

Lunch and dinner

  • Pasta or Rice 1kg
  • Canned Vegetables (e.g. beans legumes and pulses) x 6 (approx. 400g each)
  • Canned soup and meals x 4 (approx. 400g each)
  • Canned Fish or Meat x2 (approx. 200g each)
  • Canned Fruit (approx. 400g)
  • Baked Beans (or similar) x2 (min. 420g each)
  • Tortilla Wraps x1 (8 units)

Snacks

  • Tea (min. 50 bags) or Instant Coffee (min. 100g)
  • Biscuit (e.g. wafers, snacks) min. 175g

Household essentials

  • Toilet Paper min. 4-pack
  • Soap (or similar hygiene product) min. 1 bar/unit
  • Cleaning Spray (min 250ml) or Cleaning Wipes (min. 25 units)

Who can order the Coles Community Box Service?

All Coles Online customers are now eligible to order a Coles Community Box for their own use, or to support a vulnerable community member. Simply login to your existing Coles Online account.

If you’re new to Coles Online, you will need to register for an account first. Please note, Coles Online is now open to all customers for Click&Collect and Home Delivery services, and will provide a greater range and choice of grocery items, including fresh items.

FAQs - Coles Online Priority Service (COPS)

The Coles Online Priority Service (COPS) provides a home delivery service for eligible customers who can’t currently get to a store to buy everyday grocery essentials, as well as a Click&Collect service for friends, family or neighbours to pick up groceries on their behalf.

This process will help to prioritise our service of those most vulnerable in our community.

Existing Coles Online and flybuys customers who are aged over 70 and had previously registered their date of birth as part of their account details have already been invited to join COPS;

We have now added:

- People over 65 years of age with a My Aged Care number or NDIS number;
- Customers of the National Disability Insurance Agency who have been sent a unique code they can use to access a number of services including COPS;
- Indigenous Australians over the age of 50 with a My Aged Care number or NDIS number;
- Aged care, disability care and other businesses that support vulnerable members of the community.

We are working hard with government departments to identify other groups who should be added to this service, in addition to our other efforts to support those who vulnerable in our community. We apologise in advance to anyone who does not currently meet the criteria.

First, you need a Coles Online account. If you don’t already have one, you can register at https://shop.coles.com.au/.

When you sign into Coles Online, you will be prompted to apply for COPS using an online form that will ask for your My Aged Care or NDIS number. Most customers should be able to begin shopping immediately however our systems may take up to 24 hours to update during periods of high traffic.

If you are still unable to complete an order more than 24 hours after registering please contact Coles Online Customer Care.

If you are in aged care, disability care or a business that supports vulnerable members of the community, you can apply for COPS by contacting the Coles Online for Business Team by emailing COPSrequests@coles.com.au including details of the email address you use to log into Coles Online and the reason you are requesting access.

COPS is currently being made available to vulnerable customers who are customers of My Aged Care and NDIS.

We are working hard to expand this new service to more people, in addition to our other efforts to support those who vulnerable in our community. We apologise in advance to anyone who does not currently meet the criteria. 

COPS is available to areas currently serviced by Coles online covers major cities and regional centres across Australia.

Once you have registered with Coles Online and applied for a COPS account, you can check if your location is covered by logging in at shop.coles.com.au/ and entering your delivery address.

Coles Online already operates a Remote Delivery Service for customers in remote areas of Western Australia, the Northern Territory and Far North Queensland, and this has continued to operate.

New customers can sign up to the Remote Delivery Service by registering at Coles Online and entering their address details. If the system does not recognise your address, you can email businessorders@coles.com.au and we will assess whether we are able to deliver to you.

COPS will include a similar range of products to what you will find in a Coles supermarket. As a reminder, the product limits in our supermarket network will apply to online orders.

Due to current stock demand, we are unable to guarantee that customers will receive all the items in their order. Wherever possible, a substitution may be made within the same product category to avoid disappointment.

We continue to ask for patience from customers during this time as we progressively roll out our priority online delivery service.

Wherever possible, we will substitute within the same product category to avoid disappointment.

We apologise if the brand or pack size you would normally buy is not available.

To continue to allow everyone the same opportunity to purchase staple items Coles Online customers must adhere to the same product quantity restrictions that apply to customers in our Coles supermarkets.

A list of purchase limits currently in place is available on our website here

We have now removed purchase limits for existing Remote Delivery Service customers. For new customers signing up with the Remote Delivery Service, please contact Coles Customer Care to discuss removing product limits from your account.

Please note that even once limits are removed, due to current stock demand we are unable to guarantee that customers will receive all the items in their order.

Our team is doing our best every day to ensure the Coles Online website reflects product availability.

Due to the high demand for some popular products we cannot guarantee everything you order will be delivered.

While we have been working hard to recommence supply of popular products, such as hand sanitiser and anti-bacterial handwash, some products are still in low supply. We are working hard to improve availability and thank our customers for their patience during this busy time.

We are prioritising our resources on fulfilling orders for vulnerable members of the community and due to the increased demand, we are unable to offer any re-deliveries. We encourage you to include these products as you place a new order. If you believe you have been incorrectly charged for a product and did not receive it, please contact our customer care team on 1800 455 400.

The health, safety and wellbeing of our team and customers is our highest priority. As part of community-wide social distancing practices, a number of measures have been put in place to minimise contact between Customer Service Agents and customers.

All deliveries will be to the doorstep in our Coles Better Bags.

Exceptions can be made for customers with disabilities preventing them from being able to retrieve their groceries from the doorstep, and in this instance, the driver will be able to bring them into the customer’s home.

Please note that due to COVID-19 this will only be possible in exceptional circumstances.

We appreciate our customers’ understanding and we continue to work closely with the State and Federal Departments of Health to ensure the most effective protection for customers and our team members.

The health, safety and wellbeing of our team and customers is our priority.

A number of measures have been put in place to minimise contact between Customer Service Agents and customers. As part of these measures, we are currently only accepting credit card payment at the time you check out online.

Customers will receive an SMS notification of the hour during the day that their delivery will arrive. You will also be able to check on the status of your delivery by logging into the Coles Online website and visiting the delivery tracker.

FAQs - Coles Community Box

As part of our commitment to helping those in most need during this challenging time, we’ve created the Coles Community Box. Delivered direct to homes in two packages by Australia Post, the Coles Community Box contains grocery items and household items for healthy meals and snacks, plus some everyday essentials. 

The box will include the following products:

Breakfast
- Long-life Milk 2L
- Fruit Juice 2L
- Oats or Cereal (e.g. Weet-Bix) min. 375g
- Spread (e.g. jam, Vegemite) min. 375g
- Cereal bars (or dried fruits) x4 (min. 100g each)

Lunch & Dinner
- Pasta or Rice 1kg
- Canned Vegetables (e.g. beans, legumes, pulses) x 6 (approx. 400g each)
- Canned soup and meals x 4 (approx. 400g each)
- Canned Fish or Meat x2 (approx. 200g each)
- Canned Fruit (approx. 400g)
- Baked Beans (or similar) x2 (min. 420g each)
- Tortilla Wraps x1 (8 units)

Snacks
- Tea (min. 50 bags) or Instant Coffee (min. 100g)
- Biscuits (e.g. wafers, snacks) min. 175g

Household Essentials
- Toilet Paper min. 4-pack
- Soap (or similar hygiene product) min. 1 bar/unit
- Cleaning Spray (min 250ml) or Cleaning Wipes (min. 25 units)

Products may vary according to supply; but if we do substitute an item, they will always be of a similar quality and value.

We are unable to refrigerate the boxes for the period it takes to deliver them, so fresh food items would spoil before they arrived. The box will contain items to provide sufficient nutrition for 2 people aged 65+ for one week.

All Coles Online customers are now eligible to order a Coles Community Box for their own use, or to support a vulnerable community member. Simply login to your existing Coles Online account at https://shop.coles.com.au

If you’re new to Coles Online, you will need to register for an account first. Please note, Coles Online is now open to all customers for Click&Collect and Home Delivery services, and will provide a greater range and choice of grocery items, including fresh items.

The Coles Community Box costs $80. This includes the costs of selecting, packing, despatching and delivery of the box.

Your Coles Community Box will be delivered to your door in two packages by Australia Post using contactless delivery. Estimated delivery for metro areas is 2-5 business days. Please note that remote areas may have a longer delivery time. Please see Australia Post's estimated delivery times for different locations. All boxes will be dispatched from Melbourne Metro or Sydney Metro.

Once your order is placed you will receive updates on your delivery from Australia Post via text message or email. Australia Post will endeavour to send as one single delivery, but your order may arrive as two separate deliveries.

For any delivery enquiries, please contact the Australia Post call centre on 13 76 78 using the tracking information provided.

A limit of one box per customer, per week applies.

Yes, any location that is serviceable by Australia Post can have a Coles Community Box delivered. However, remote areas may have a longer delivery time. Please see Australia Post's estimated delivery times for different locations. All boxes will be dispatched from Melbourne Metro or Sydney Metro.

Carers, friends and neighbours can shop on behalf of Coles Online Priority Service (COPS) customers, but will need to provide confirmation that the customer they are shopping for is eligible for COPS.

If you are a business customer that would like to purchase bulk quantities of the Community Box, please email businessorders@coles.com.au with the details of your request, and a member of our Business team will contact you.

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
Apple App store Google play