Frequently Asked Questions.
How do I Sign-in?
You can sign-in at the beginning or at any time whilst shopping by selecting ‘Sign In’ in the top left-hand corner and enter your email address and follow the prompts to create your Drakes Online account. Alternatively, you can register at the checkout before finalising your order.
How do I update my personal details?
To update any of your account information, click on your name on the left-hand side of the site above the shopping cart. Select ‘Contact Details’ to view your account information and make any changes required.
What happens if I forget my login details or password?
If you have forgotten your email address, please contact Customer Service Team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected]kes.com.au
Can I store my credit card details?
No, credit/debit card details are not able to be stored with Drakes Shopping Online.
How do I see what’s in my trolley?
On the right-hand side of the screen the shopping trolley shows the most recently added items in your shopping trolley. To review the whole trolley or edit it, click on ‘Review Order & Checkout’ at any time. You can return to shopping after viewing and making any changes to your trolley.
Which products can I order online?
Drakes Online offers most products you would find in a Drakes store however currently some products will not be available to order online including, but not limited to; tobacco, magazines, greeting cards, gift cards and giftware.
How do I find products?
You can search for products by using the product search bar at the top of the page or you can use the menu to the left-hand side of the page to browse the categories. The products can then be filtered further by clicking on the ‘Refine’ button located above the product listing.
If I order a product, am I guaranteed to receive it?
As we open our timeslots 7 days in advance, and only pick on the day of your reserved timeslot, we cannot guarantee stock availability. As our inventory levels change on a minute-by-minute basis, the products displayed on our website only indicate the range available, not inventory. We will always endeavour to supply your order in full as much as possible.
Are substitutions allowed?
If the item you ordered is unavailable, you may (or may not) want the picker to select a similar item. This can be set per item by clicking the ‘Add Note’ icon below an ordered product. It can also be set against a whole order using the substitutes box in the checkout.
If I ‘allow substitutions’ what price will I be charged for items that have been substituted?
If the item you requested is unavailable we will endeavour to select an item of equal or higher value. In this case, you will be charged the price of the originally selected item. In some circumstances we may need to substitute with a lower value product and in this case, we will charge you the lower prices. If we are unable to supply a substitute you will not be charged for the item.
Is there a maximum number of items that can be ordered?
We limit to Household or Personal use quantities. However if you wish to order outside normal household quantities please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] prior to ordering for further assistance.
Can I order Multibuy or Free with purchase products advertised in catalogues?
Unfortunately, for online purchases we cannot offer Multibuy or Free with purchase products advertised in catalogues.
Placing an order.
Can I order for Interstate Deliveries?
Unfortunately as we only use local point-to-point couriers, we are unable to deliver interstate.
Will I receive confirmation for my order?
Once you have completed your order, you will receive a confirmation via email for the order, including the collection/delivery details. The volumes & products may change depending on availability, substitutions and/or actual weights of fresh items.
Is there a minimum value of an order?
The minimum value of an order is $50 excluding delivery fee.
Can I amend or change products in my order once I have checked out?
Yes. Please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] and we will endeavour to help you amend your order.
When will my order be picked?
Orders are picked only on the day of your reserved timeslot.
Can I reserve my timeslot before I place an order?
Timeslots are reserved on a first come, first serve basis and cannot be held. Your timeslot is reserved at the completion of checkout. You can view available timeslots under your cart total to the right of the screen.
When do new timeslots become available?
Timeslots are opened 7 days in advance of the timeslot start time.
How do I pay for my order?
You are required to provide credit/debit card details when you complete your order. If you have purchased fresh foods (weighed items such as fruit & vegetables, meat etc) the exact weight and price of the item will be determined at the time the order is picked. Once your order has been picked, fresh food weights have been collected and your order finalised your card will be charged. If your card is declined, we will try to contact you.
Do I receive a tax invoice?
A receipt/tax invoice of your order will be emailed to you once your order has been picked and packed.
Do I need to be at home to receive my delivery? Can my goods be left at my delivery address when no one is home?
We can take no responsibility for goods that are left on your premises unattended. Please ensure that you are available to receive your goods in your chosen timeslot. If you are not going to be able to be home, please contact the customer service team 1800 289 394 Monday – Friday 8.00am – 4.00pm as soon as possible to arrange an alternative time for your delivery.
What are the delivery times?
We deliver Monday – Friday (excluding public holidays), with five delivery windows – 9am -11am / 11am-1pm / 1pm-3pm / 3pm-5pm / 5pm-7pm. Orders for delivery will need to be placed before midnight the day prior to your chosen delivery time.
Can I receive my order at a specific time?
We are unable to provide a specific time.
What are the delivery costs?
For a delivery within 9km of the store, the delivery charge is $10. We do however offer a Click & Collect service that you can use.
Can I change my delivery window after I have checked out?
Yes. Please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] and we will endeavour to help you change your order delivery timeslot to suit you.
Does Drakes deliver to my area?
When you select your delivery address the online site will advise if delivery is available to your area within metro South Australia. We do not offer delivery in the Port Lincoln & Wallaroo areas, or to interstate.
Can I pick up my order rather than have it delivered?
Yes, instead of requesting home delivery, you can specify that you would like to pick up your order from one of our chosen hub stores on a nominated day & time. Just select ‘Click & Collect’ during the checkout process. Your order will be packed, and ready for you to collect at the selected Hub store.
Where do I collect my order from?
Click & Collect orders are to be collected from the Service desk at the front of the chosen store. Please bring your Order number and Proof of ID when collecting your order.
What are the cut off times for Click & Collect?
Drakes offer Click & Collect from selected hub stores.
Click & Collect collection hours are:
Monday – Friday 10.00am – 3.00pm & 3.00pm – 8.00pm
Saturday 10.00am – 4.00pm
Sunday 12.00pm – 4.00pm
- Click & Collect orders must be placed/modified by 10am for same day collection from 3pm.
- Click & Collect orders must be placed/modified by midnight for next day collection from 10am Monday – Saturday.
- Click & Collect orders must be placed/modified by 5pm Saturday for Sunday collection from 12pm.
What happens if a product that has been delivered is damaged?
You can make a claim for a refund or credit back to your account by contacting our customer service team 1800 289 394 Monday – Friday 8.00am – 4.00pm within 24 hours or email [email protected] Drakes may need to inspect these items so please keep them until we advise they can be discarded.
What should I do if any products are missing from my order?
Please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] and we will endeavour to rectify the issue promptly.
What if I have a question about my order or a billing issue?
Please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] and we will answer any questions or issues you may have about your order.
Can I cancel my order?
You may cancel your order, however doing so after midnight for a delivery due that day may incur a fee of $30.
For more help.
Please contact the customer service team on 1800 289 394 Monday – Friday 8.00am – 4.00pm or email [email protected] and we will assist you.