Frequently asked questions

How do I sign-up?


Only users who have login account can see the product listing. To create a user login, please follow the following steps: 1. Click on the 'Log In' page at the top-right hand corner of the screen. 2. A screen would then appear showing three options for signing up: using your facebook login, google login or your personal email. 3.1 If you decide to sign up using your facebook or google account, a login page would be displayed on screen. Enter the email address and password that you normally use to login to your facebook or google account and then click login. 3.2. If you decide to sign up using your personal email account, a sign-up page would appear. Enter your personal email account and password and then click sign-up. 4. After you sign-up, we will receive a notification and now you can access All Products.




How to shop online?


1. Click on the menu 'All Products'. You can start shopping by category like for example 'Baking'. 2. If you are looking for a specific product, a search box is located at the top left part of the page. 3. Once you have found the product that you want, enter the quantity you need and then click add to cart.




How can I pay for my order?


Currently, only bank transfer is accepted as payment for your online purchase. You will receive a payment instruction when you complete your online shopping. This includes the bank account to transfer money to. For customers in rural areas outside Auckland, please add $5 in your payment as our courier providers charge extra amount for rural deliveries.




How much is delivery?


Auckland A $6 delivery fee applies to orders under $50. Our delivery fess are: - Central, East and South Auckland customers (except Drury and further South) is charged FREE delivery. - North, West, Drury and further South Auckland customers are charged $3 delivery fee if purchasing dry goods only and $6 if purchasing with frozen goods. A $2 handling fee will be charged on all orders to cover costs for pick, pack and dispatch. Upper North Island (Northland, Waikato, Whitianga) A $2 handling fee will be charged on all orders to cover costs for pick, pack and dispatch. Delivery fee is $8 for 5kg order, plus $3 every additional 5kg. Our system automatically calculates the total weight of your order and automatically assigns the appropriate delivery fee. For customers from the Whitianga region, please write Waikato as your state so you can be charged an appropriate delivery fee. Lower North Island (Bay of Plenty, Gisborne, Hawke's Bay, Manawatu-Wanganui, Taranaki and Wellington) A $2 handling fee will be charged on all orders to cover costs for pick, pack and dispatch. Delivery fee is $9 for 5 kg order, plus $4 every additional 5kg. Note: For customers in rural areas, please choose the delivery option 'Rural' upon check-out. South Island Our system automatically calculates the total weight of your order and automatically assigns the appropriate delivery fee.




Can I pick-up my order?


Yes, we have Click and Collect. No fees and no minimum order required.




How will I know the status of my order?


You can find the status of your order in the member page located at the top right corner of the screen (refer to screenshot below). The menu 'My Orders' will show all your orders and their statuses. Status showing 'confirmed' means we have already received the payment. If the status is 'fulfilled', this means it is already in the delivery stage.




How do I enter coupon code?


Enter the coupon code at the bottom left part of the page showing 'enter a promo code' on your cart.




Can I still retrieve the order I was working on?


Yes, you can still retrieve the order you were working on. When you re-login to your account, The products you have selected from your previous session will still be shown in the shopping cart icon when you re-login to your account.




Order placing, processing and delivery


Placing an order Customers can place order on the website anytime (24x7). Order Processing and Confirmation We will process all orders received and paid before 6:00pm (cut-off) on a business day. Any order received after the cut-off time will be processed the following business day. For example, orders placed after 6pm on Saturday or anytime on Sunday will be processed on Monday. Dispatching and Delivery We generally dispatch orders for delivery the next business day after order processing and confirmation. For example, orders processed and confirmed on Friday will be dispatched on Saturday. However, for outside Auckland, orders received and processed from Thursday to Saturday will only be dispatched for delivery on Monday or next business day if it is a holiday. Here is the delivery timeline: Auckland - up to 2 business days after order is dispatched Rural Areas and Outside Auckland - up to 3 business days after order is dispatched A Fil@home staff or a courier will deliver the goods. We will advise you when your order has been dispatched for delivery. In the unlikely event that we cannot fulfill the order and dispatch within the above timeline, we will contact you to let you know. Order Cancellation If you need to cancel your order or change delivery address, please contact us ASAP with your order number in the subject line. Once order has been dispatched for delivery, it cannot be cancelled. Receiving of delivery Please ensure that a person is available at home to receive the delivery. Otherwise, please provide an instruction at the checkout page if you want us to leave your parcel anywhere in your property.




Business hours


For order processing and delivery, our business hours are between 9:00am - 6:00pm, Monday to Sunday. We are close on Public Holidays. You can place your order anytime 24/7 on our website.




Pricing


All prices are in NZ dollars and include GST.




Returns & Refunds


Change of Mind Please ensure you choose the product with care and fit for your purpose as we will not accept returns for change of mind about the product. Damaged and/or Faulty Goods We will ensure products are in good condition (i.e. within best before or expiration date) and properly packaged for dispatch. We accept responsibility if your order arrived in damaged condition. Please hold onto the product and its packaging and notify us immediately about this. Damaged products, including its packaging, will need to be returned to Fil@home, and we will replace it at our own cost. Lost in Transit We will be responsible for any parcel lost in transit if you notify us within 5 days after we sent you the tracking number. Once the courier has delivered the parcel to your nominated address, we do not take responsibility of the loss. Refunds Upon agreement, refunds will take 3-5 working days to process and it will appear back in the same account used to place your order (your original payment method). Please note, delivery fees are non-refundable.




Loyalty Points


Fil@home rewards customers with loyalty points. Ways to earn: 1. Create an account on the website, place an order and earn 1 point for every $1 spent. You earn points based on purchases before GST and shipping. Ways to redeem: 40 loyalty points = $1 discount To redeem, do the following steps: - Click on the 'Loyalty points' icon at the bottom left corner of the screen. - Select 'Ways to redeem'. - Use the slider to select how many points you want to redeem. The system will then display a coupon code on the screen. - Enter the coupon code when you place an order on the website.




Do you deliver to rural areas?


Yes, we do except for frozen goods outside Auckland. For customers in rural areas, please choose the delivery option 'Rural' upon check-out.





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