Frequently Asked Questions

Top FAQ's

Where do you ship and what are your delivery areas?
Can I change an order I have already placed?
How can I get a refund for my online purchase?
How do I reset my password?
Why can't I purchase products like alcohol or knives?
Why can’t I leave my delivery unattended?
Can I change my Delivery or Pick up time?
Contact Us

Feedback & Enquiry Forms

Where should I leave feedback on issues that I have experienced or if I have ideas on how to improve the AFS Online Site?

Online Account >

What happens if I forget my password?
What is the minimum amount I need to spend on Pick up or Delivery?
How many accounts can I have at the same time?
Why do I need to provide my date of birth?
How do I update my personal details?
Can I change or cancel my order after placing it?
How do I update my address?
Is it possible to set up multiple delivery addresses on my account?

Substitutions

How do substitutions work?
What is the process for substituting items?
What is your return policy?

Products

What if I have a product quality issue?

Stores

Where are your stores?
What are your store opening hours?

Missing & Damaged Items

What steps should I take if my order is missing an item that was listed as supplied, or if the order was not delivered as anticipated?

Payments & Refunds

What is the Service Fee for?
What will the Service Fee be per shop?
What payment methods do you accept?
What happens if my Credit Card is denied?
Can I pay for the changes to my order with a different payment method?
Can I save credit card details on my account?

Change My Order

Why are there multiple different order numbers associated with my purchase?
What is the best way to change my order?

Delivery

What steps should I take to allow my driver to leave my order unattended upon my request?
What postcodes do you deliver to?
What details should I provide in the delivery instructions?
Can a person under 18 receive an online order delivery?
Is it possible for me to modify the store location from which I receive my online orders?
Why are there no Delivery or Pick Up windows available?
What are the Delivery costs for orders?
If you opt for the "Leave unattended" delivery option, how are frozen or refrigerated items in my order handled?
Can you deliver to remote areas?
How long will you hold my Delivery Slot?