Lucy's Online Growers Market | Everything you need to know…

Everything you need to know…

If you have any questions that are not answered below please contact us to discuss. For more detailed information about the topics listed below, and other issues, please read our Terms and Conditions.

Registration/Login

Do I have to register to place an order?

Yes, you are required to register before you can place an order. Registration provides you with a number of benefits including the ability to:

  • check your order status
  • view your purchase history
  • create a favourite shopping list for convenient repeat purchasing
  • save your personal details to speed up the checkout process.
How do I register?

You will automatically be registered when you place your first order. As you checkout you will be asked to choose a username and password and your account will be created after you submit your order.

How do I login?

You can login at any time, and from any page, by clicking on the green “Login” tab in the top right of the web page which will reveal the login panel. Enter your username and password and submit. Once you have logged in a welcome tab will replace the “Login” tab. This tab also includes links to your account details.

What do I do if I forgot my password?

Lucy’s does not have access to your password so the only way you can retrieve it is to complete the “Lost Password” form:

  • click on the green “Login/Register” tab in the top right of the web page to reveal the login panel
  • click on the “Lost Password” link at the top of the form to display the password retrieval form
  • complete and submit the form
  • check your email for a link to reset your password.
What if I forget my username?

You can also login using your email address instead of your username. If for any reason you still can’t login please email support and we will contact you to resolve the issue. Please note that we may ask you some security questions before releasing any information.

Products

How do I know that the products I order really are fresh?

Lucy’s places all orders directly with the producer the day before delivery. Most products have been produced or picked/harvested to order the same day we collect them. While in transit they are appropriately packaged and chilled where necessary. It simply doesn’t get any fresher than that!

Who selects my products?

The products you order are picked/selected by the producer/grower themselves, so you can rest assured they will want you to have the best because their business depends on your satisfaction.

Specials

When do specials start and finish?

Lucy’s may choose to offer product or promotional specials at any time without notice, however they will typically be available on a weekly basis from the beginning of each delivery week – eg. start on Thursday and end the following Wednesday at 10pm.

What happens if a special price changes before I checkout?

While this is very unlikely to happen you will at all times be obliged to pay for the price that is displayed in your cart at the time of checkout.

Orders

How do I save an order?

Although we do not offer a function to save orders, anything added to your cart will still be there on your next visit provided your are logged into your account at the time you add items to the cart and on your return visit.

When can I place my order?

Orders can be placed any time within the delivery week which ends at 10pm each Wednesday. Occasionally the website may be offline for maintenance however this is usually performed at offpeak hours.

How far in advance can I order?

Orders must be placed within the current delivery week. We cannot accept orders more than one week in advance.

Can I change an order after it has been submitted?

Yes you can change an order at any time by emailing customer service with your request. You can also add items to an existing order by simply placing another order and we will combine them – you can use the coupon code “add-on” to remove the delivery fee.

I think I may have accidentally sent my order twice?

Email Lucy’s and we will check our systems to confirm and/or delete any duplicate orders.

I am unsure if my order has gone through successfully?

Once an order is complete you should be redirected to a confirmation page and also receive a confirmation email.

I didn’t receive a confirmation email after my order was placed.

First check the spam folder in your email application, if it’s not in the spam folder and you still have not received it within an hour of placing the order, then please email us for assistance.

How do I cancel an order?

Orders can be cancelled any time before the order close-off time of 10pm each Wednesday. To cancel an order simply email customer service with your purchase number. We will then confirm cancellation with you and arrange a refund.

Payment

How can I pay for my order?

Payment can be made using your Visa or MasterCard credit card at the checkout, or you can choose to pay by internet banking after your order has been placed. If paying by internet banking please deposit the total order amount into the following account (an email with Lucy’s bank details will also be sent to you):

ANZ Account Name: Lucy’s Online Growers Market

Account Number: 06-0383-0201685-00

Please note that Lucy’s will not deliver an order if payment has not been received so please allow enough time for internet payments to appear in Lucy’s account.

Can I create an account and pay at the end of the month?

No, payment must be received by Lucy’s before an order can be delivered.

What should I do if my credit card is declined?

Your order will not be processed unless payment is successful – we suggest you check with your issuing bank to see if there might be a reason for the error. Alternatively you could return to the checkout and choose to pay by internet banking while you resolve your credit card issues.

What should I do if there’s an error processing my credit card?

We use Payment Express for credit card processing so our systems are not responsible for any errors that might occur when paying by credit card. We suggest you contact your issuing bank or Payment Express and explain to them any error messages that occurred during processing. Alternatively you could return to the checkout and choose to pay by internet banking while you resolve your credit card issues.

Coupons

How do I redeem Lucy’s coupons?

You can enter a coupon code when reviewing your shopping basket in the checkout. Simply enter your code and click the apply button to receive the appropriate discount. Your basket total will then change to reflect the discount.

Where can I get a Lucy’s coupon?

Coupon codes will usually be issued as part of a special promotion via email to registered members and subscribers to Lucy’s newsletter, or through other media advertising such as local newspapers or direct mail.

When do Lucy’s coupons expire?

Expiry dates for coupons will vary for each promotion. All conditions of use and expiry dates associated with a coupon will be detailed in writing with the respective promotion.

Why doesn’t my coupon work?

You should see a message if the code you enter has expired or is invalid. If you believe there is an error please contact Lucy’s support for assistance.

Delivery

Where do you deliver?

We deliver to households within a defined area of Christchurch and Selwyn only. We do not deliver nationwide except for select products (such as appliances) that will be labelled for nationwide delivery in their product description. Click here to view our current delivery zone.

What are your delivery times?

Deliveries are made every Thursday afternoon between 3pm and 6.30pm to Selwyn Zone customers and every Friday afternoon between 1pm and 6.30pm to City Zone customers.

Do I need to be home when the order is delivered?

No, if nobody is home our courier will leave your order on the front doorstep, or your preferred drop point if one is specified in the checkout form. Please note that Lucy’s does not take responsibility for any potential spoilage, theft or damage by pests that might occur while the package is left unattended. Our courier will attempt to place the order in a location that is out of public view and avoid direct sunlight.

Can I receive my order at a specific time?

If you specify a preferred time in the delivery instruction panel during the checkout process we will do our best to accommodate that request, however we cannot guarantee a specific delivery time and will not be held responsible if delivery is not made by the time requested.

What happens if Friday is a public holiday?

If a delivery day falls on a public holiday, a revised delivery day or cancellation notice will be posted on the website and/or an email will be sent to registered members.

Product Guarantee

Errors/Returns

If you notify Lucy’s that any of the following has occurred on delivery:

  • (i) missing Products;
  • (ii) wrong Products;
  • (iii) wrong quantity of Products; or
  • (iv) defective Products,

and we agree that the above has occurred, we will (at your request), either provide or replace the products on the next delivery day, provide you with different products (as specified by you) of the same type but from a different supplier, or refund the value of the relevant products (as at the date on which the order was made). Alternatively, you may choose to keep the wrongly delivered products. Any complaints must be directed to the Sales Manager and must be made within a reasonable time after delivery of the products.

What happens if I’m not happy with the quality of a product?

Lucy’s has confidence in the producers and growers we represent. However, if for any reason you are not happy with the quality of a product then please contact us immediately so that we can raise the issue with the supplier and take any appropriate action required to resolve the issue.

Return of Packaging

We use reusable packaging to keep costs down and reduce waste. All reusable poly bins, insulated bags and ice packs provided by Lucy’s must be returned within 30 days of receiving delivery to avoid incurring a fee of $6 per bag and $3 per sheet of ice.

Packaging may be left out for collection by Lucy’s with delivery of your next order, or you may contact Lucy’s to arrange collection.

Managing Your Account

Where do I find my account details?

You must be logged in to view your account. Once you have logged in, the green “Login/Register” tab at the top of the page will change to a welcome panel containing a link to your account.

How do I update my personal details?

When you are logged in, a panel will appear at the top of the screen with a link to “Your Account”. Click this link to view and edit “Your Profile” and “Account Details”.

How do I change my password?

When you are logged in, a panel will appear at the top of the screen with a link to “Your Account” where you can change your password.

How do I change my delivery address?

Every time you place an order you can edit the delivery address in the checkout form, or you can edit and save your Account Details in your account.