Online Shopping FAQ's
What payment methods are accepted?
We currently accept Visa, Mastercard, American Express, Afterpay, and Farro Gift Cards for orders placed through our website. Payments processed via our Windcave payment gateway will appear on your card statement as “Farro Fresh Ltd”. Payments made ...
How do I enter a discount code?
Once your shop is complete, click the red checkout in the top right corner. At the delivery information page (shown on DESKTOP below) you will see an overview of your delivery details (address, window date & time) and a field - highlighted below - to ...
When will my payment be processed?
Your payment is processed after your order has been picked and packed on the day of delivery dispatch or collection. Because some items are sold by weight and product availability can change, the final amount charged may differ from the estimated ...
Why is my final payment different from my original order amount?
Your final payment amount may differ slightly from the total shown on your original order confirmation. This can happen due to: - Weighted items - Out of stock items - Substitutions (if allowed) Some products (such as fresh fruit and vegetables, ...
What happens if there is no money in my account when my order is processed?
If your payment is declined, a member of the Farro Customer Care team will contact you to arrange an alternative payment method. Your order will be held by our Online Team and dispatched once payment has been successfully received. As payment is ...
Can I track and trace my online order?
Yes. Once your order has been collected by our courier partner, you'll receive a text message containing a tracking link so you can follow your delivery's progress in real time. After your order has been delivered, you'll receive a further text ...
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 ...
What delivery time slots are available?
Delivery and collection times vary depending on your location. Auckland grocery delivery Monday to Friday: 12pm-5pm or 6pm-9pm Saturday and Sunday: 2pm-6pm Click & Collect Available from our Mt Wellington and Mairangi Bay stores. Collection times ...
Do you offer Click and Collect?
Yes, we offer Click & Collect from both our Farro Mt Wellington and Farro Mairangi Bay stores. Simply place your order online at https://www.farro.co.nz, select Click & Collect at checkout, and choose your preferred pickup location. We’ll let you ...
What are your shipping costs?
Delivery fees vary depending on your location and delivery zone. The exact fee for your order will be calculated and displayed at checkout once you enter your delivery address. You can view our delivery areas, delivery options, and postcode ...
Do I need to be home to receive my delivery?
While we recommend that you are home to receive your delivery, our drivers will do their best to find a safe place to leave your order if you’re unavailable. If you know you won’t be home at the time of delivery, please provide detailed delivery ...
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 ...
Are there delivery boundaries?
Yes, there are delivery boundaries, and our delivery areas are based on postcode zones. Unfortunately, we’re not currently able to deliver grocery orders nationwide. The easiest way to check if we deliver to your area is by using the postcode checker ...
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 ...