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    Customer service

    We're here to help

    Your custom is very important to us, and we're always grateful for any feedback you can give us on our products or services.

    If you have any questions or comments relating to our services, then please get in touch.

    Please email us at: online.groceries@channelislands.coop with full details of your enquiry/comments to enable us to respond to your request/feedback.

    You can also call us on 01534 879822 (Jersey) or 01481 231155 (Guernsey). Our lines are open Monday to Friday, 8 am to 4 pm.

    Or write to us at;
    The Channel Islands Co-operative Society,
    Co-operative House,
    57 Don Street,
    St. Helier,
    JERSEY,
    JE2 4TR 

     

    General Questions

    Why is the new online grocery store not stocking all products available in store?

    Is there any vegan or free-from products available on the website?

    Why isn't there an option for scheduled delivery?

     

    Christmas 2021 Delivery Schedule

    What is the festive period delivery schedule?

     

    Dividend

    Will I get dividends on my online shopping?

    Do I get dividends on all my purchases?


    Registration

    Do I need to register to use this service?

     

    Product range and promotions

     


    Returns and refunds

    How do I request a refund?

    Can I return items?

    I have been charged multiple times?

    How long until a refund has been processed and my money has been returned?


    Orders and delivery

    I haven't received my order

    How do you process my order?

    Can I see my order history?

    Can I re-order from a previous order?

    Can I pre-order and select a date?

    Can I choose a time to receive my order?

    Can my delivery be left in a safe place if I am not at home?

    How long does it take for my order to arrive?

    How much do you charge for delivery?

    What if my order is late? What happens?

    Do I get updates on my delivery?

    Are there age restrictions on who can order?

    I have items missing.

    My items are damaged.

    Why can't I confirm my order?

    What do I do with the green trays provided?

    Can I order for delivery if I am a Sark or Herm customer?


    Cancellation

    I have changed my mind, and I want to cancel my order

    Can I cancel my order after it has been processed or out for delivery?

    Why my order was cancelled?


    Stock availability

    Can I change my order?

    Can I add to my order?


    Payments

    What credit card/debit cards do you accept for payment?

    Do you accept vouchers?

    Can I use my stamps?

    Can I pay cash on delivery?

     

    Our privacy and security policy

     

    Technical faults

    I am having problems adding and removing items.

    Errors appear when I try to confirm my order at the checkout.

     

    General Questions

     

    Why is the new online grocery store not stocking all products available in store?

    We aim to provide the best possible service to our communities. As we are at the start of our online journey, we have 5000+ products we can offer. If you have a suggestion on what you would like to see available, please email online.groceries@channelislands.coop with your suggestions, and we will see what we can do.

    Is there any vegan or free-from products available on the website?

    Yes, we have an initially limited range of vegan and free-from products available on the website. As we start our online journey, we are limiting what products we are offering, and we will be looking to add more products and ranges in the future.

     

    Why isn't there an option for scheduled delivery?

    We have chosen to launch our website without scheduled deliveries. However, we will be improving our delivery service in the future.

    We also won't currently leave parcels in customers postal secure drops due to some orders containing chilled items and alcohol. Therefore, you do need to be at home to accept your delivery.

     

    Christmas 2021 Delivery Schedule

     

    What is the festive period delivery schedule?

    Over the festive period, we will not be offering deliveries over the following days:

    • 25th December 2021
    • 26th December 2021
    • 27th December 2021
    • 1st January 2022

     

    Dividend

     

    Will I get dividends on my online shopping?

    Yes. Members will receive their normal dividends automatically on dividend applicable products, just as you would if you were shopping with us in-store. Shareholders also benefit from the additional 1% loyalty bonus between January and November. For further information regarding your dividends please see our website Members | Channel Islands Co-operative

    When you register, add your share number, and it will be automatically applied at the checkout stage. Alternatively, you are also able to add your share number at the online checkout manually.

    Do I get dividends on all my purchases?

    The dividend will be available on all qualifying products on the website, apart from the delivery fee.

    Here's a list of items that dividend isn't applied to:

    • Besco dry cleaning services
    • Fax machine usage
    • Fuel
    • Gift vouchers
    • Guernsey Electricity Key Card
    • Home delivery charges
    • Lottery tickets
    • Parking paycards
    • Pay as you go SIM and top-up cards (Airtel, JT & Sure)
    • Postage Stamps
    • Photocopying
    • Raffle Tickets
    • School Bus Tickets
    • Speed Dial Cards
    • GST

     

    Registration

     

    Do I need to register to use this service?

    Yes, you must register on the Online Grocery website to use this service.

    If you have already registered for our Member Portal, you can use those credentials to register; alternatively, please proceed and register for a new account.

    We recommend signing in before adding items to your basket so that your basket is saved should you experience any issues or if you are interrupted during the ordering process.

     

    Product range and promotions

    We currently have 5000+ products available to purchase online, including bakery, food cupboard, drinks, fresh food, frozen food, pets, health & beauty, laundry & household and baby. If you have a suggestion on what you would like to see available, please email online.groceries@channelislands.coop with your suggestions, and we will see what we can do.

    Our in-store team will be picking the best dates available on fresh and short life products.

     

    Returns and refunds

     

    How do I request a refund?

    You can request a refund by contacting our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday. When cancelling your order, this will automatically send a notification, and a refund will begin to be processed.

     

    Can I return items?

    You have the right to return items and faulty goods under our store returns policy.

    If you have an issue with any product, please email us on the day of receipt at online.groceries@channelislands.coop, and we'll advise you of the next steps.

    It is impossible to return baby food, milk, and products that are liable to deteriorate or expire rapidly, including perishable food and drink. No substitutes can be given.

     

    I have been charged multiple times?

    Please contact our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

     

    How long until a refund has been processed and my money has been returned?

    Refunds will be processed as soon as the order status has been changed. It can take between 3 to 5 working days for your money to be returned to your account.

     

    Orders and delivery

     

    I haven't received my order.

    Please check your order status on the website by logging into your account and clicking on 'my account'. Emails will be sent to keep you updated as to where your order is. If you have not received your order, this could be due to not being home when it was delivered, or your order was not processed.

    Don't hesitate to get in touch with our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

     

    How do you process my order?

    Your order is an offer to buy from us and will be processed at the time of confirmation. Payment will be taken on the day of delivery of your order to cover the costs of the goods and the delivery charge. You will receive notifications via email, and your order status will be updated.

     

    Can I see my order history?

    Yes. You can check your order history on the website in the 'my account' area.

     

    Can I re-order from a previous order?

    Yes. You can re-order and change or add items by using the 'my orders' section in 'my account'.

     

    Can I pre-order and select a date?

    Currently, you cannot pre-order and select a date. However, you can sign in to your account and add items to your basket. They will be saved within your account, and you can then complete the order until 10 pm on the day before you wish to receive the delivery.

     

    Can I choose a time to receive my order?

    Currently, you cannot choose a time to receive your order. However, we are working hard to offer an improved delivery service in the future.

     

    Can my delivery be left in a safe place if I am not at home?

    Currently, deliveries cannot be left in a safe place, and you must be at home to accept your delivery. If you are not at home, your order will be returned to the store, and you will receive a notification by email. You will need to arrange for a re-delivery or collection from the store by contacting our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

    If you have not contacted us after 24 hours, your order will be cancelled and refunded.

     

    How long does it take for my order to arrive?

    If an order is made before 10 pm, it will be processed and out for delivery the next day (excluding Sundays). Please note: If you place an order on a Saturday or Sunday, your order will not be delivered until Monday. Your order will be delivered to the address specified by you in your order. Delivery will be between 8 am and 5 pm, Monday to Saturday, and you do need to be at home to accept the delivery.

     

    How much do you charge for delivery?

    There is a standard delivery cost of £5. However, we will review this charge once uptake increases.

     

    What if my order is late? What happens?

    There is no set time as to when you will receive your order. If you have confirmed your order before 10 pm, your order will be out for delivery the following day between 8 am and 5 pm. Please check your order status in the 'my account section of the website, and emails are sent to keep you updated with the journey of your order.

     

    Do I get updates on my delivery?

    Yes. Your order status will be updated on each journey. You will also receive emails at each point your status is updated and you can check this in the 'my account section of the website.

    Are there age restrictions on who can order?

    Due to our product list containing age-restricted products, you must be over the age of 18 years to use the website. You will be asked to provide identification on delivery. If you cannot provide identification of your age, your order will be returned to the store. You will need to re-arrange delivery or collection by contacting our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

     

    I have items missing.

    Goods are subject to availability. If any of the items you have ordered become out of stock, your final payment email and delivery email will have a list of these items at the bottom. You will not be charged for these items. The original order amount may show as pending in your bank account for up to 48 hours. 

    In this instance, we do not offer alternatives/substitutes. This is due to two reasons:

    • There are many variations of our products in-store, and if we provided a substitute, a customer does not like this could cause a few issues.
    • All our orders are ringfenced, which means if we were to provide a more expensive substitute than the original item, we would not be able to charge the extra cost.

     

    My items are damaged.

    We cannot and do not accept responsibility for items damaged after delivery to an address.

    If an item arrives faulty, you have the right to return this item, don't hesitate to get in touch with our online groceries team on online.groceries@channelislands.coop or by telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

     

    Why can't I confirm my order?

    We have a limited amount of orders per day. If we have exceeded this amount, your order will not process until the next day.

    Our online shopping service will have a cut off time of 10 pm in order for us to process all orders for next day delivery (excluding Sundays). Any basket orders after this time will be saved to your account and ready for you to process the following day.

    Orders placed on a Saturday will not be processed for delivery until the following Monday.

     

    What do I do with the green trays provided?

    Orders will be delivered in either our green trays or in our Co-op plastic bags. We will collect any green trays (or Co-op plastic bags if you'd like) upon delivery of your next order. Should you wish to return any green trays sooner, you can do so by visiting any of our Co-op stores.

     

    Can I order for delivery if I am a Sark or Herm customer?

    We are now offering a delivery service for our Sark and Herm residents through our Guernsey online grocery website only. (Excluding Alderney)

     

    Sark customers

    Sark customers can now order through our Guernsey website by choosing the Sark option in the 'parish' address field upon registration.

    The best day to order for Sark deliveries is a Sunday or Tuesday. This is due to the cargo acceptance times and to ensure the driver can deliver the orders to Sark Shipping in time.

    If a customer places an order on a Sunday, they will receive their order on Tuesday.

    If a customer places an order on a Tuesday, they will receive their order on Thursday.

    Sark orders will be charged £5 for delivery on the online grocery website. Carriage will also be payable by the customer directly to Sark Shipping.

    If you have a Sark Shipping Freight account, the payable charge by the freight company will be added to your account.

    If you do not have a Sark Shipping Freight account, the payable charge by the freight company will be billed to you at the end of the month.

    Sark Shipping contact details

    Email: info@sarkshipping.gg

    Contact number: 01481 724059

    Website: www.sarkshipping.gg


    Herm customers

    Herm customers can now order through our Guernsey website by choosing the Herm option in the 'parish' address field upon registration.

    Herm orders will be charged £5 for delivery on our online grocery website. The orders will be delivered to the boat (Travel Trident), who will distribute them once they arrive in Herm. There is no extra charge.

    Herm Travel Trident contact details

    Contact number: 01481 721379

    Website: http://www.traveltrident.com/

    Cancellation

     

    I have changed my mind, and I want to cancel my order

    You can cancel your order by contacting our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday. If delivery is attempted, please refuse the order, and it will be returned to the store and processed as a cancellation.

     

    Can I cancel my order after it has been processed or out for delivery?

    Orders which have been processed or are out for delivery cannot be cancelled online. You can call our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey), and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will cancel the order on your behalf. If delivery is attempted, please refuse the order, and it will be returned to the store and processed as a cancellation.

    At the time of delivery, please request for the order to be taken back to the store. Once we have received your order back at the store, your order status will be updated, and a refund will be processed.

     

    Why my order was cancelled?

    We may have canceled your order due to the following reasons:

    • Your order was not processed due to payment not being accepted.
    • No one was home to receive the order. Your order will have been returned to the store and your order status updated, along with a notification by email. If you have not contacted us to arrange a re-delivery or collection, after 24 hours, your order will be cancelled.

     

    Stock availability

     

    Can I change my order?

    You cannot change your order once it has been processed.

     

    Can I add to my order?

    You cannot add extra items to your order once this has been processed.

     

    Payments

     

    What credit card/debit cards do you accept for payment?

    We accept the following cards:

    •          Visa
    •          Mastercard
    •          Amex

     

    Do you accept vouchers?

    We do not accept vouchers as online payments. Vouchers are only available to use at your local Co-op store.

     

    Can I use my stamps?

    You cannot use stamps for your online shopping. Stamps are only available to use at your local Co-op store.

     

    Can I pay cash on delivery?

    You cannot pay cash on delivery. This is due to your order confirmation only being accepted once payment has been made online by credit or debit card.

     

     

    Our privacy and security policy

    Please see our privacy and security policy.

    Jersey privacy and security policy

    Guernsey privacy and security policy

     

    Technical faults

     

    I am having problems adding and removing items.

    If you are having issues adding or removing items from your basket, please contact our online groceries team on online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.

     

    Errors appear when I try to confirm my order at the checkout

    If you have issues with your order at the checkout, please contact our online groceries team at online.groceries@channelislands.coop or telephoning 01534 879822 (Jersey) and 01481 231155 (Guernsey) between 8 am and 4 pm Monday to Friday, and they will be able to assist.