Online Store Returns & Credits

Drakes Online is a 100% online service, using the Drakes Supermarkets network of stores to obtain the best products for its customers. As such, orders may be prepared and despatched at various sites, even those picked up at a Click & Collect site. For these reasons, all questions, queries, and complaints must be directed to the Online Shopping Team via email to [email protected] Please note that for delivered items, the driver cannot inspect or replace any items delivered.

If you receive a Fresh Item that is not up to your standards, we will issue you with a 100% credit. Email us at  [email protected] with a brief description of your concerns and include a photo if you are able. Please keep the goods until we confirm your refund as we may need to arrange for inspection.

Damaged or Missing Items - Please contact [email protected] with your order number, and if possible a photo of any damaged items so that we can assist you.

Change of Mind Refunds are not available for:

  • Cleaning/Hygiene – Includes Anti-bacterial wipes, Sprays & Cleaners, Disposable Gloves, Hand Sanitisers, Liquid Soaps & Baby Wipes
  • Feminine Hygiene & Incontinence
  • Medicinal – Pain Relief
  • Toilet Paper
  • Paper Towel
  • Tissues
  • Canned Foods – Includes Fish, Vegetables, Soup, Fruit and Canned Meals
  • Cooking Oils
  • Flour & Bread mixes
  • Pasta & Pasta sauce
  • Rice
  • UHT Milks

Drakes Online does not allow rainchecks on any advertised special that may be advertised for sale or are shown as on promotion in our Drakes Online Store

We guarantee a resolution of your concerns Monday - Friday 8am-4pm.