Please be aware that, due to the rapid increase in COVID-19 cases, our delivery system and couriers are operating slower than normal. Please don't order perishable items when ordering for delivery outside our local delivery zones. We appreciate your patience!
This page is designed to answer any questions you may have about our online store and delivery service. If your questions remain unanswered please feel free to get in touch - we’re always happy to help. You can email us: at [email protected] or phone us 04-3843314 (ext: 5).
Orders purchased through our online store are sorted and dispatched according to region. We deliver in our own electric delivery vehicle in Wellington and all other orders are sent with courier (either from Wellington or Auckland) across New Zealand. We do not ship internationally.
Our Delivery Service
Please note, we do NOT offer a refrigerated service.
Wellington orders
Our Wellington service times are Monday, Wednesday, and Friday. Local orders are delivered in our own delivery vehicle generally in line with the following schedule (these times are approximate only and not guaranteed):
9:30 am – 12pm: Central Wellington (CBD), Te Aro, Aro Valley, Karori, Kelburn
11pm – 2pm: Mt. Cook and below to the southern bays and eastwards to Miramar and surrounding peninsula
2pm – 6pm: Northland, Thorndon and above to Porirua (up to Plimmerton) and Lower Hutt (up to Stokes Valley) are serviced in the early afternoon to early evening.
We will leave your order at the door as we’re operating a no-contact delivery service.
Orders outside these areas are sent by courier and delivery times vary.
Auckland Orders
Auckland deliveries are sent out on Tuesday and Friday from our Milford Store via courier.
Nationwide
Nationwide deliveries are sent via courier and delivery times vary.
We do not recommend that you order perishable items as we cannot guarantee that they will arrive in good order when delivered outside our local delivery zones.
Deliveries via courier can be unpredictable, especially when under pressure due to Covid-19, and therefore we recommend placing your order early in the week to ensure that things leave our store with plenty of travel time before the weekend.
When should I place my order?
Please submit an order 24 hours before intended dispatch. This means for Wellington orders we recommend you get your order in by 10am Sunday (for Monday delivery), 10am Tuesday (for Wednesday delivery) and 10am Thursday (for Friday delivery). In Auckland the same principle applies but the delivery days are Tuesday and Friday.
Please note that this does not guarantee your delivery on these days, particularly when our delivery service is overwhelmed with orders such as when there is a Covid-19 outbreak, but ordinarily your order will be processed in line with this timeframe.
We do not deliver on public holidays.
Perishable items
We do not offer a refrigerated service but can provide chilled and frozen goods via our local delivery service in Wellington and same day couriers in Auckland. For long range orders that are being couriered we do not recommend that perishable items are included in your order, particularly chilled and frozen items, as we cannot guarantee their condition on delivery.
If you are unsure if your order will be sent with courier, feel free to email us for clarification: [email protected].
Click and Collect
Click and Collect is available in all our stores. When you place an order online you’ll have the option to choose pick up in store.
To ensure we can provide you with a reliable service, pickup is currently only available on weekdays.
You will be contacted when your order is ready.
All click and collect orders will be kept chilled in our warehouse refrigerators. To collect, simply come on in store and let any of our staff know you’re here to collect an order. You’ve already paid, so there’s no need to wait in line.
Fees and Charges
- Wellington, Porirua (to Plimmerton) & Lower Hutt (to Stokes Valley) - $14.00
- Auckland City - $15.50
- Rest of NZ - $25.00 (per large box less than 25kg).
- Rural delivery – extra $6.00
- Express pack – if we can fit a small item in an express pack this will just be a $10.00 charge.
- Click and collect - $5.00
Standing Orders
We do offer standing orders and this service is not just limited to our popular fresh produce boxes. We have many customers who get their essential groceries delivered weekly or fortnightly on a regular standing order and we can create a tailored standing order for you for almost anything that we stock in-store.
To set this up please send us an email, or call us on (04) 3843314 ext.5 as we are yet to offer this functionality online.
Special Requests
There is a notes section at checkout that will let you include anything you’d like. Please use that space for any kind of gift-note, dietary restrictions, delivery specifics, or any other special request.
If you’ve mistakenly left anything out, feel free to send an email to deliverie[email protected]
Unavailable Items
We try and get all orders out the door as quickly as possible, but many factors may affect this and we will try and communicate with you if there is likely to be a delay on receiving your order.
Due to the organic nature of our stock fresh produce may be out of season and imported goods may be unavailable. Please choose ‘substitute’ or ‘do not substitute’ on the Check Out page if you would like us to substitute items with similar types of products or different variations within the same product range.
Some of our products come from overseas, and unfortunately lots of things can slow or even stall them from appearing on our shelves. Even when we get rough ETAs from our suppliers, there is never a way to be absolutely sure about availability.
If we do not pack an item you’ve requested you will not be charged for it. If you would like to receive them at another date, you will have to place another order.
My bank statement shows incorrect charges
We never charge twice for your online orders however depending on your bank, it sometimes looks as though there are two charges which relates to the way online shopping works.
When you submit your order on our website your bank will put a temporary ‘hold’ on the funds necessary to process your order. When we are ready to dispatch your order we will then process the payment, either by accepting the full hold amount or, if we are unable to complete your full order we may process a partial payment up to the full amount on ‘hold’. We are unable to increase the amount, for example if we were to substitute an item for something of greater value as the system only allows us to release funds, not to increase the amount held.
There is also no way for us to charge you twice from an online order because we use a third-party encrypted service that allows only one transaction per order.
Depending on your bank both the ‘hold’ and the final payment can appear on your statement at the same time which can look like there are two transactions. This is usually resolved within a 48 timeframe or less with the ‘hold’ amount simply disappearing from your statement leaving the final payment only.
For more information on authorisation holds please follow this link.
Otherwise, if you think we've made an error with your order, please feel free to email at deliverie[email protected]
Cancelling your Order
In the event that you’d like your order cancelled for any reason, please let us know as soon as possible by emailing with “Cancel Order” in the subject at: [email protected].
Please note that:
- cancellations are not possible after dispatch of your order and
- once the order has been packed a cancelled order will incur a $10 restocking fee.
Sustainability
Carbon Zero
Our business is certified Carbon-Zero.
All orders in Wellington City are delivered by our own van, and are carbon-neutral as we offset all our emissions in a scheme certified by Ekos.
Recycled Packaging
Orders are packed in recycled cardboard boxes with newsprint wrapping where necessary. We encourage customers in Wellington City to leave the cardboard box out when the next delivery is due so we can collect and re-use it.
Acceptance of Terms and Conditions
By placing an order with Commonsense, you are indicating that you have read and understood these terms and conditions as set out on this page. They represent the contractual terms between us governing any online transaction and are legally binding. We reserve the right to refuse or cancel a delivery at any time.