Substituting out of stock items

Unfortunately, sometimes products are out of stock when we pack your order. If this happens, we can replace any out-of-stock items with equivalent products of equal or greater value, at no extra cost.

Here's how to let us know you're happy for us to substitute out-of-stock items.

You can do this in the app and website once you've clicked on the Checkout button.

Step 1.

Once you've finished shopping, go to Checkout on either the app or website.

Step 2.

If you're shopping at coles.com.au, you'll see the Review trolley & substitutions section is auto-selected to allow substitutions. 

Click on Change substitutions to view and change your substitution preferences.

On the Coles app, you can select Yes, allow substitutions for ticked items in the list or No, don't allow substitutions.

Step 3.

If you say yes to substitutions, all items in your trolley will be automatically selected. If there are some items that you don't want to be substituted, just untick those items.

You can also switch to Don't allow substitutions if you don't want this option for this order.

Once you're happy with what's been selected for substitution, continue to the  checkout.

If you've allowed us to substitute items, and that item isn't available when we pack your order, we'll replace it with an equivalent item of equal or greater value at no extra cost. 

If you don't want substitutions, and an item isn't available when we pack your order, we'll email you to let you know. That item will be removed from your order and you won't be charged for it.

 

Need support with substitutions?  

Get in touch with our Online Customer Care Team