Yes! Our supermarkets and Hypermarkets will remain open, and you can shop in-store and online for groceries and essentials.

We have adjusted trading hours to ensure staff can get to and from their homes during the permitted travel hours. Store trading hours will depend on local legislation, and the online shop will be open 24/7. You can find a list of store hours here.

Our Hypermarkets will remain open with the following trading hours:

• Monday-Friday: 9am-6pm
• Saturday: 8am-5pm
• Sunday: 9am-4pm

Safety and hygiene are extremely high priority, and we have increased our already rigorous store cleaning schedules, as well as taking the following measures:

• We complete COVID-19-compliant cleaning of every store, every night.
• Hand sanitiser stations are available in-store for customers and staff, and all customers are required to sanitise their hands before entering the store.
• Health checks are carried out on all staff members before they start work.
• Stricter hygiene policies for staff, including an increased handwashing schedule for any staff working with fresh produce, behind deli counters etc.
• All staff are wearing cloth masks, and customers are required to do the same.
• Limiting the amount of customers allowed into stores at a time.
• Encouraging customers to use a trolley or basket trolley to aid in social distancing when queueing outside and shopping inside the store. All trolleys and baskets are sanitized before use.
• Floor markings in queues to maintain social distancing of 1.5m and regular in-store announcements to remind customers.
• All till points have Perspex safety screens installed.
• Introducing cardless payments in all stores nationwide.
• Encouraging the use of Cardless Swipe through the Pick n Pay app to virtually swipe your Smart Shopper card. Open Cardless Swipe in the Pick n Pay app, and scan the QR code at the till.
• Working with shopping centres to ensure they put additional hygiene measures in place.
• We will continue to take whatever actions are necessary to make sure you and our store teams are safe. Our stores also have a strict policy that any staff member who is unwell must stay home.

You can now scan a QR code to pay at the till using the compatible mobile payment or banking app on your smartphone. The apps currently supported are:

• Snapscan
• Zapper
• Masterpass
• VodaPay
• As well as the Absa, Capitec, FNB, Nedbank, and Standard Bank banking apps.

We take the safety and good health of our staff and customers extremely seriously, and have protocols in place that are immediately carried out should one of our staff members contract the coronavirus.

• The store is immediately closed.
• The staff member is sent home immediately to self-isolate.
• We carry out contact tracing for staff that were in regular or close contact with the affected staff member, and they are also sent home immediately to self-isolate.
• As an additional precaution, all remaining store staff are screened by health practitioners.
• The store is fully deep cleaned and sanitised.
• The store is only reopened with the approval of a relevant Department of Health official.

Our policies are guided by the World Health Organisation (WHO), the National Institute of Communicable Diseases (NICD) and the South African Ministry of Health.

• Following the current regulations issued by the South African government, it is mandatory to wear a protective mask in any public spaces, including our stores.
• Our employees will be wearing masks, and all customers are required to as well.
• Regrettably, customers not wearing masks will not be allowed in-store.

We will not prevent children from entering our stores, as we understand that alternative childcare may not be available. However, we urge you to not bring children in-store if possible, and to limit exposure by only sending one family member to buy groceries.

Our policies are guided by the World Health Organisation (WHO), the National Institute of Communicable Diseases (NICD) and the South African Ministry of Health.

• Advised by WHO, wearing rubber gloves while serving customers is a risk, as you could pick up the virus on the surface of the gloves and infect yourself and others.
• These same guidelines state that regular handwashing offers more protection against contaminants then wearing gloves, and all our staff adhere to a regular hand washing schedule.

We have several options available for you to get your essentials without going in-store.

• Online shopping through the Pick n Pay Online Shop. Select your items, book your delivery slot, and we will deliver your shopping to your door.
• Collect Direct with participating stores. Email your shopping list to selected stores, and they will put your items together so that you can collect them from the store. Find more details here.
• Grocery essentials are available for delivery within 4 hours in partnership with BOTTLES app. Download the app and place your order for delivery to your door. Find more details and download the app here.

All products with the exception of alcohol are available for purchase in line with current government regulations. Please see the section on Alcohol & Tobacco regulations for details.

You may find that at times, some items may be temporarily out of stock, but we have a robust supply chain and with food manufacturing and farming continuing at this time, we're confident that our stores will remain OPEN, SAFE, FULL, and WORKING.

• Due to the demand on certain products at this time, we have put limits in place to ensure that we can cater to the needs of as many customers as possible. Ensuring that they can get their fair share of essential stock. Set purchase limits are displayed in-store and online.
• We are also working with our suppliers continuously to ensure the availability of cleaning and hygiene products for purchase.

We will never artificially increase the price of key products because they are in high demand. However, this does not mean that prices will remain the same.

• Some items may have been on promotion, and will revert to the previous price when the promotion ends.
• Our suppliers may have had increases in their raw materials, which results in them having to increase their prices when they sell to us. In these cases, we will try to absorb the added cost, but may have to increase some prices.
• We have committed that no price increases will be greater than the cost to us.
• We are tracking prices and increases very carefully.

You will be able to purchase alcohol in-store and online, subject to government restrictions. We urge you to shop and drink responsibly and adhere to our in-store safety measures. No alcohol will be sold to persons under the age of 18.

• In-store sales are from Monday to Thursday, between 10am and 6pm only.
• Online purchases can be made at any time, but orders containing alcohol can only be delivered from Monday to Thursday, between 10am and 6pm.

When shopping online, if your order contains alcohol and you select a delivery slot outside of these hours, you will see a pop-up message on-screen informing you, and you will need to choose another delivery slot. If you keep the delivery slot outside of permitted alcohol delivery hours, alcohol will be removed from your basket and you will not be charged.

Cigarettes and tobacco products can be purchased in-store only, subject to government restrictions.

There are currently no restrictions or purchase limits placed on cigarettes or tobacco products. This is subject to change in accordance with government regulations.

Please respect the in-store safety measures we have put in place, including hand sanitiser, wearing of masks, limiting the amount of shoppers per store, and encouraging social distancing.

This service is not currently offered by Pick n Pay Online Shopping. Some Family Stores/Franchise Stores have set this up independently of the Pick n Pay core retail business and it is only available at a select number of these stores. We suggest contacting your nearest participating Collect Direct store for assistance. Participating stores will take orders via email and will operate a collection service. More details available here.

Regrettably some orders have been delayed due to the massive increase in delivery demand because of the COVID19 situation. We are working hard to ensure all orders are dispatched as soon as possible. We will also attempt to contact you should there be a delay.

We appreciate your patience and understanding in this very difficult time and ask that you please bear with us whilst we try to resolve this as quickly as possible. You are welcome to send an email to onlineshopping@pnp.co.za for further assistance. Please be aware that responses may be delayed due to increased email volumes.

Due to the current demand and volume of orders we are processing, we have had bring forward our cut off times to allow for faster processing of orders. This will mean that you may not be able to amend or add to your order later. Please try to complete your order in one session to avoid disappointment later. What precautions are being taken regarding PnP online warehouses? We are devoting even more time and resources to the stringent hygiene and cleaning regimes already in place in our facilities. Staff across all our sites have access to hand sanitiser and the regular use of this has been added into our picking processes. We will be adding body temperature checks as part of the online site entry requirements. We have put into place protocols to be followed in the event that employees are required to be isolated.

We are experiencing an extremely high volume of queries, and we would like to ask for your patience. We are working hard to fulfil your order.

• When operational, due to transport constraints during lockdown, our call centres will operate from 9am-5pm daily.
• If your query has not been answered, you can email customercare@pnp.co.za or call the Online Shop help line on 0860303030

We are devoting even more time and resources to the stringent hygiene and cleaning regimes already in place in our facilities.

• Staff across all our sites have access to hand sanitiser and the regular use of this has been added into our picking processes.
• We will be adding body temperature checks as part of the online site entry requirements.
• We have put into place protocols to be followed in the event that employees are required to be isolated.

We have implemented no-contact deliveries. If you would prefer that our delivery drivers don’t enter your home at this time, please make a note of this in the “delivery instructions” box at checkout. If this is the case, please ensure that you select your items to be delivered in shopping bags, for easy access.

• When drivers arrive, they will ring the bell and stand back.
• Once you answer the door, your order will be placed at a safe distance.
• The driver will record your name, and the date and time, so that you don't need to sign any paperwork.

If you live in a housing estate or gated complex, please inform the security or access personnel that grocery delivery is allowed during lockdown as it is considered an essential service.

Due to the demand on certain products at this time, we have put limits in place to ensure that we can keep as many customers as possible in stock of essentials. We have a robust supply chain and we will keep you fed. If you haven’t found the item you’re looking for, please come back later as we are replenishing stock daily.

• Only buy what you need, and plan in advance.
• Please respect the no-contact delivery protocols.
• Wash your hands before and after deliveries and unpacking your groceries.

• Visit pnp.co.za and login.
• Click Your Account
• Click Online Orders & Subscriptions
• In the dashboard, you'll be able to view the STATUS of your next order

We have seen an unprecedented increase in demand for groceries and essentials. With the new regulations in place, and with more customers utilising our online grocery delivery service, we are working tirelessly to ensure we get through the backlog.

Due to this, we believe it is prudent that we pause all subscriptions via Grocery Genius to avoid any further disruptions. We will notify you as soon as Grocery Genius is active again.

• Visit pnp.co.za and login.
• Click Your Account
• Click Online Orders & Subscriptions
• Open a past order by clicking VIEW
• Use the SELECT ALL button
• Click ADD SELECTED TO TROLLEY
• Then proceed to CHECKOUT as per normal where you'll be able to book a new delivery slot in the checkout steps.

Due to an unforeseen temporary supply disruption, your Click n Collect order will not be ready for collection on your booked slot. These orders will not be cancelled but will remain in the system until more stock is received. Should you wish the order cancelled please let us know.

This means the following:

• The slot selected may not be applicable anymore and the store will process the orders as and when stock becomes available.
• We will still place a hold or reserve on the funds – so you will see an amount on hold for the order even though we may not have processed and picked it for the original booked collection slot.
• We will advise you once picked, to collect the order when it is ready.
• At this stage, no future collection slots will be available and have been suspended until further notice.

Alternatively, we suggest contacting your nearest participating Collect Direct store for assistance. More details available here.

• Go into your account on the right-hand side of the red bar at the top of the PnP website.
• Click on "online orders and subscriptions"
• Under "once-off orders", click the 3 dots next to the below order number.
• Select "view"
• Under "invoices and credit notes", you can click on your invoice and you will see what you were charged for.
• You can also download a copy of the invoice for your records (this will open an option in your browser to download)

Please note that you will only be charged for items delivered. Any items not in stock will not have been charged for. Any items that were charged for and not delivered should be noted on the delivery note at time of delivery, and we will process a refund for these goods.

To cancel an order already placed, please follow these steps:

• Visit pnp.co.za and login
• Click Your Account
• Click Online Orders & Subscriptions
• In the dashboard, you'll be able to view the STATUS of your next order
• Click the 3 dots at the end of the block to open a drop-down menu
• At the bottom of that menu, click Cancel
• Please note, if the option to cancel is greyed out, it's possible the order has been processed (depending on your delivery slot booked).
• In the event of this, please email onlineshopping@pnp.co.za to request the cancellation of the order.

Unfortunately online shopping is currently not available in every town or suburb. As you can imagine, the demand for online shopping service is incredibly high now and we are battling to manage the volumes in our existing coverage areas because of the increased demand. We are operating at maximum capacity but are looking at ways to increase the capacity where possible.

Should any decisions be made regarding expansion of our online shopping services, these will be communicated through our official communication channels and in the press.

Alternatively, we suggest contacting your nearest participating Collect Direct store for assistance. More details available here.

Should you receive a short delivery (goods were not received and were charged for), please email onlineshopping@pnp.co.za to request a refund. If this was noted on the Delivery Note at the time of delivery, a refund will be processed in due course. Please note, refunds may take up to 7 days to reflect. Due to the No Contact delivery process, refunds are taking longer than usual to be finalised.

The higher amount is the reserve amount and not the actual invoiced amount. The reserve amount is supposed to be released back your account once we have invoiced your order. Sometimes your bank does not release it immediately if the difference between the two amounts is too large. You have not been double billed or overcharged and no refund is necessary. Should your bank not release the reserve amount please email us for assistance – onlineshopping@pnp.co.za. For more information about reserve amounts please view the Help page here.

Since the lockdown, we have been inundated with online orders. Some orders have been delayed because of the increased demand. We are working tirelessly to make sure our customers receive their full orders as soon as possible.

If funds have gone off your account, this means we have reserved the amount to ensure we can take payment even though the order may be delayed. Please note – this is not a debit but a hold on the funds, also you will only be charged for the products you receive.

Please ensure you check your order on delivery and note anything that is missing but was charged for, with the driver. Also check your invoice under the “Not Supplied” section at the end. If there are items under this section, this means they are out of stock or not available and were not included in your order. You will also notice you were not charged for these items. Please note, the invoice amount may be lower than the initial amount that we reserved before delivery was made. This is referred to as a payment reserve, it is not the actual debited or invoiced amount (the actual amount for the goods that were picked and delivered). For more details on reserve amounts please visit the Help page.

As you can imagine there is huge demand for food and groceries at this time. Some products may be unavailable or be out of stock and therefore cannot be supplied. We are working very hard, together with our suppliers, to ensure stock is available at all times.

The banks are supposed to release this reserve/authorized amount and replace it with the final invoiced amount once we have finished picking the order. However, if the difference between the reserve amount and invoiced amount is greater than 10%, they do not release immediately. We suggest contacting us at onlineshopping@pnp.co.za for assistance. Please note, we cannot act on your behalf as the cardholder so sometimes you will need to contact your bank for further assistance.

All our supermarkets and Hypermarkets will open an hour earlier every Wednesday, for the exclusive use of shoppers over 65. This allows them to shop in a recently cleaned store with fewer people. Customers will need a valid ID to enter the store.

For more information regarding our processes for pensioners during Covid-19, click here.

As thanks for their service, all hospital workers can jump the queue to get in-store and to pay at the till. Simply show your staff ID.

We're working with a number of partners to help get meals to over half a million children and vulnerable individuals. Pick n Pay and the Ackerman family have donated R5 million towards the campaign, and we're asking everyone to get involved in any way they can. If you'd like to find out more, donate, or spread the word, you can help us Feed the Nation here.

Yes, you can! Our new Digital Grocery Vouchers are now available on Webtickets, you don't have to go into a store. Buy a voucher for friends and family, or as a gift and have it sent directly to them.

• Register on or log in to Webtickets,
• Purchase your vouchers and send them to whoever you want, via Whatsapp, SMS or email.
• Or, buy as many as you want now, and allocate them to recipients later, from your Webtickets account.

Vouchers are redeemable for in-store shopping only and are valid for 3 years from date of purchase.

Tell your cashier that you want to use a voucher, and give them the code that has been sent to you. If you do not use the full amount on the voucher, remember to keep the code for future use.

Yes you can! Add us as a contact and connect with us on WhatsApp for store hours, Smart Shopper info, and more quick answers to your questions.

• Add +27 600 703 037 as a contact,
• Find us on WhatsApp,
• Start the chat by saying 'hi,'
• And follow the prompts to ask questions.

You can find more information here. Remember that your cellular service provider may charge you for the data used to connect to WhatsApp.

Coronaviruses are an existing family of viruses that can cause respiratory infections. Covid-19 is the infectious disease caused by the most recently discovered coronavirus, first confirmed in December 2019.

Should you have any more concerns or queries or wish to be more informed on the Covid-19 at present, we urge you to visit the national website at http://www.sacoronavirus.co.za for more information.

• Wash your hands regularly with soap and water, with each washing lasting at least 20 seconds.
• Use alcohol-based hand sanitiser regularly.
• Keep at least 2m between you and anyone else if you or they are coughing or sneezing.
• Cough or sneeze into the crook of your elbow, or into a tissue and then throw it away.
• Avoid touching your face, nose, eyes, and mouth, and limit contact with other people.
• Keep your home and workstation clean and disinfected.

If you suspect you may have come into contacted with someone who has Covid-19, or you want to limit your potential contact, you can choose to self-isolate by staying in your home and avoiding any non-essential outings.

Social distancing means limiting contact with other people as much as possible, including:

• Keeping at least 2m between you and others
• Avoiding handshakes, hugs, and other physical greetings
• Working from home
• Avoiding large gatherings
• Avoiding places with large amounts of visitors (e.g. malls, gyms)

• Frequently touched things around the house like doorknobs, light switches, toilets etc should be cleaned and disinfected frequently.
• Phones and tablets should be cleaned frequently with an appropriate product.
• If you're using reusable gloves, keep them for one specific chore and wash your hands immediately after removing them.
• Wash laundry in the warmest water possible without damaging the fabric.

• Toys should be cleaned and disinfected frequently. Small plastic toys (non-electronic) can be cleaned in the dishwasher.
• Make sure to use a non-toxic disinfectant or disinfectant wipe if your child is at an age where they put their toys in their mouth.
• Bath toys should be cleaned after bathtime as leftover moisture can lead to bacteria.
• Make sure that your child's hands are also frequently washed.