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How does it all work?

How do I make an on-line order?

Orders can be made once you have registered via our on-line shopping site.   When registering you will need to enter a few details like your name, contact details and delivery address and choose a password.

Once you have registered and have your password you then won’t have to re-enter all your personal or address details next time you shop.

Please keep your account details and password secret, as you would be liable for any unauthorised use of your account.

How do I pay?

Payment is made by secure on-line payment using Mastercard or Visa.  We are unable to accept cheques or cash on delivery.

We can accept cash, Mastercard or Visa if you are collecting your order in person at our New Town store and have not yet paid on-line. Please note we are unable to accept payment via Hill Street Gift Cards at this stage - We appoligise for any inconvenience

Do you deliver to my suburb?

 Please check whether we deliver to your area here. Your order will be delivered by our contractor straight from our store to your home. 

If you live outside our delivery area, please register your interest by emailing onlinesupport@hillstreetgrocer.com.  If we receive enough interest from others in your area we may consider a special service

I live nearby. 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 your local store on a nominated day and time.  Your order will be packed, and ready for you to collect. You can pay on-line in advance, or when you pick up your order.

Do I have to be home to receive the order?

You need to be home the first time you order, and you or  someone authorised by you needs to be home to receive subsequent orders. You or the person you authorise might be asked for photographic ID when your order is delivered. We cannot leave orders at unattended houses due to the possibility of theft, damage or spoilage.

The driver will deliver your order to the front door, or, if you ask, may bring your order inside.

Do you deliver to offices and businesses?

Yes, as long as they are within our delivery area.  You or a person authorised by you needs to be at the premises to receive the order.

Do you charge for delivery?

We charge a flat fee of $12 per delivery Monday to Friday for Hobart area deliveries, and $15 per delivery for the Midlands and Bruny Island delivery zones

Your delivery fee will be added to your total at checkout.


What time will my delivery come?

When you check out you can select your preferred delivery date and time. Please note that some zones may not be available due to demand. 


Can I change my delivery time and day?

Yes.  Contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com.  If you change your delivery time or day before your original  day of delivery, then no fees or charges will apply to that change.  If you change delivery time on the day of delivery, then we may charge you a re-delivery fee equal to your original delivery fee and the charges for any perishable items which may have spoiled in transit or storage.

How do I cancel an order?

We understand that life is busy and plans can change.  Should you need to cancel an order, contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com.  If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation.  If you cancel on the day of delivery, then we may charge you a cancellation fee of $20.00 and the charges for any perishable items which may have spoiled in transit or storage.

Do you charge more for products in your on-line store than in your actual stores?

No.  Our prices are exactly the same as what you will find in our stores.

What if something I order is not available?

Sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If that happens we may substitute that product for another product of similar type and price, if you have selected the “substitutions ok” option when ordering.  If  there is no appropriate substitute or you have not requested substitutions then we will credit your account with the relevant amount within 3-5 business days.  This balance can be applied to your future orders.


What if there is a price difference for a substituted product?

If the substituted product is equal or more in price than your ordered item, we will need to charge you the difference.

If it’s less we will only charge you the lower price

What if something is missing from my order?

If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com. and we will assist you in determining what has occurred.  If it is agreed that that product was left out of your order in error a credit will be made to your account.

What if I am not happy with an item and would like a refund?

Hill Street Grocer prides itself on the quality and freshness of its produce.  If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.

Please contact us on 03 6426 5050 Monday to Friday between 9 am and 5pm or email onlinesupport@hillstreetgrocer.com and we will assist you in determining what has occurred. 

*This Quick User Guide should re read in conjunction with the Hill Street Grocer Terms and Conditions and does not override those Terms and Conditions.  Should any ambiguity exist between this Quick User Guide and the Terms and Conditions, the Terms and Conditions prevail.

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Dear Customer

We are experiencing a sudden surge in demand for our online delivery services combined with increasing short term staff shortages. We are working our hardest to get your orders out to you in full and on time. We apologise in advance if some orders are delayed in getting to you, but please be assured all orders will arrive. 

We have updated how you place your order for some weighed produce products. You can now order by piece rather than by weight and our system will estimate the charge for those lines based off an average weight per peice.  Our staff will pick the number of products that you have ordered and update the the total weight to what is provided. You can also use the notes feature to let our staff know any extra information about the products you are ordering. Simply click or tap the speech bubble icon when adding the item to your cart. 

Please also consider placing your order early to secure delivery on the day that you need. As demand increases please note that next day fulfilment may be unavailable.

COVID Rapid Tests - Please note that all our stores are currently out of stock. We appreciate your understanding and will make sure to remove the message when they are back in stock.

We appreciate your patience during this time, and thanks for your continued support.