General
How do I know what Items have been fulfilled in my order?
You will receive an order summary once your order has been processed. The order summary will show you the items sent, including any items substituted. Please note: You will not be charged for any items not received. For instructions on downloading ...
How do I cancel an online order?
If you would like to cancel an online order, please log in to your account and follow these steps: 1. Go to My Account 2. Select My Orders 3. Under Open Orders, select View 4. Click Cancel Cancellations must be requested at least 24 hours prior to ...
If I allow a substitute, how does this work?
At checkout, you can choose to allow substitutes for individual items or for your entire order. Allowing substitutes means that if your selected item is unavailable at the time your order is picked, our online team will do their best to choose a ...
Who picks my Online Order?
Our dedicated team of personal shoppers carefully hand-picks every online order, selecting the freshest and highest-quality products available. They take great care when choosing items, making suitable substitutions when needed, packing your order ...
An item I received does not meet the standard I expect. What can I do?
Our personal shoppers take care to select the freshest and highest-quality products available for your order. If you're not satisfied with the quality of an item you have received, please contact our Customer Care team at hello@farro.co.nz. To help ...
Do I accumulate Friends of Farro points with my online purchases?
Yes. If your Friends of Farro account is linked to your online shopping account, you'll earn points on eligible online purchases just as you do when shopping in-store. Please note that points are not earned on gift card purchases or selected ...
What do I do if I’m missing an item in my order?
If an item is missing from your order, it is usually because it was out of stock at the time your order was picked. If you selected Allow Substitutes when placing your order, our team will do their best to provide a suitable alternative. If no ...
How do I know my order has been received and confirmed?
Once you place your order, you’ll get a confirmation email with your Farro Online (FOL) reference number, this means we’ve received it successfully. Your payment won’t be taken until the day your order is dispatched, and you’ll receive your final ...