Yes. Customers are required to present their original tax invoice or till slip or other proof of purchase i.e. Smart Shopper card. Goods will be refunded or exchanged, in accordance with the applicable provisions of the Consumer Protection Act, if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw. Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or authorised service centre.
Simply SIGN UP by providing some basic information, and specifying your delivery address or Click n Collect collection point. Then, you’re ready to get started.
Once we know your delivery address, we’re able to show you the products, pricing and promotions specific to your region, as well as the exact products that are in stock for your delivery area. We can also tell you the delivery options that are available to you. If you’re already registered, make sure you’re logged in each time you start shopping.
Yes you can. However, you won’t be able to place an order. You also won’t be able to see prices and products specific to your delivery area until you have created a delivery address, which means that when you check out, some items you’ve chosen may not be available for delivery to your area, or may be priced differently.
Click the SIGN UP link at the top of the page and follow the sign-up process.
Click on the LOG IN link at the top of the page and enter the login details you provided during the sign up process.
Yes. In future, we’ll be adding automatic login functionality, which will keep you logged in unless you clear your browsing data or log in from a new location or device that isn’t linked to your main device(s).
Simply click LOG IN and then select the Forgot your password? option. You’ll be asked to enter your PnP Online details, and then we’ll send a password reset link to the email address you’ve registered with us.
Get in touch with our Online Help Centre on 0860 30 30 30, which is available from 08:00 to 19:00 from Monday to Saturday, and 09:00 to 17:00 on Sundays and public holidays.
SHOPPING ONLINE & PLACING AN ORDER
There are three easy ways to do this:
1. Use the search bar at the top of the page to type in the item you’re looking for. For example, type “bananas” or “long life milk” into the search bar.
2. Use the category navigation tabs under the SHOP drop-down menu to browse for products.
3. Use ‘View & Track Orders’ to shop via history. This enables you to find your recently or most-purchased items quickly. You’ll find the ‘View & Track Orders’ option under the YOUR ACCOUNT drop-down at the top of the page.
Once you’ve found the product you want, simply click ADD TO TROLLEY. You can use the + and - buttons to change the quantity. The default for all items is 1.
On the right-hand side of the page, you’ll be able to see an overview of what’s in your trolley. You can scroll up or down to see all the products, and use the buttons to change quantities or remove products from your trolley. You can also click VIEW TROLLEY to see your entire trolley. Here, you can also change the quantities of each product or remove products.
All fresh products picked for online orders are those with the latest possible expiry dates. Our personal shoppers are trained to choose the best and most appropriate product available, especially when selecting perishable products with a limited shelf life. Because we have an unbroken cold chain, your order is always kept at the right temperature, from the moment it’s picked until it arrives at your door.
Yes. Navigate to the MY TROLLEY view. Either select multiple items in your trolley (by ticking them using the little block to the left of each product) or by clicking SELECT ALL. Then scroll down and click REMOVE SELECTED ITEMS.
Yes. Navigate to the MY TROLLEY view. Either select multiple items in your trolley (by ticking them using the little block to the left of each product) or by clicking SELECT ALL. Then scroll down and click SAVE TO SHOPPING LIST. You will then be able to create a new list or add them to an existing one.
Occasionally, a product you’ve requested won’t be available. In this case, your personal shopper will take into consideration the cost, brand and size of the product you requested, and choose the most appropriate substitute, if you have selected this option. Any substituted product you receive can be returned with your driver for a full refund if you’re not happy with it.
If you don’t want substitutes, you can choose DO NOT SUBSTITUTE ANY OF MY ITEMS under PRODUCT SUBSTITUTE PREFERENCE when you’re in the MY TROLLEY view. You can also select your preference for each product in your trolley by clicking Find A Suitable Alternative or Don’t Substitute next to each item.
No problem! Simply navigate to the MY TROLLEY view, and under the PRODUCT SUBSTITUTE PREFERENCE, make sure that DO NOT SUBSTITUTE ANY OF MY ITEMS is selected. You can change your preference with each new order, and you can also choose your substitution preferences for individual items.
Yes. Next to each product in your trolley you’ll have the option to individually select which items you do or don’t want to substitute by choosing between the options Find a suitable alternative and Don’t substitute.
No. Substitutions will be made at the discretion of your personal shopper. Any substituted product you’re not happy with can be returned when you receive your order, and you’ll be refunded for it.
In the MY TROLLEY view, there’s an option to leave a short instruction for your personal shopper next to each product in your trolley. We will always strive to take your requests into consideration where possible.
For door-to-door deliveries, you can choose whether or not you would like shopping bags. You can make this selection at checkout. Just like in-store, you’ll be charged if you decide to use bags.
Shopping bags are mandatory for Click n Collect orders.
Yes, you can place orders up to two weeks (14 days) in advance. Simply follow the normal ordering process, choose your delivery date and time, and we'll do the rest.
Yes. We currently have no maximum restriction on order size, although all orders are delivered at our discretion. Should we be unable to fulfil your order, or meet your chosen delivery or collection slot, we’ll let you know and our standard Terms and Conditions will apply. Note that we cannot sell to traders.
Delivery slot restrictions apply to orders over R7000*. While we will always do our best to deliver within your confirmed slot, we cannot guarantee accurate delivery for orders exceeding R7000. We reserve the right to contact you to arrange for a mutually acceptable alternative time or a full refund on your order.
*This amount is subject to change without notice.
Pick n Pay Online Subscriptions enable you to get your essentials delivered according to a set schedule, so you never run out. Simply ‘set it and forget it’: pick the items you want delivered regularly, set your schedule, and we’ll automatically deliver your items accordingly. Choose between weekly and monthly.
Log in and shop as usual. Add all the items you want delivered regularly to your trolley. At checkout, choose your delivery frequency: once-off (no subscription), weekly or monthly. Then select your preferred day of the week for weekly delivery, or monthly date for monthly deliveries. Scheduled deliveries take place from Monday to Saturday.
Once you’ve selected your delivery frequency, scroll down to the delivery slot grid and choose the slot you’d like for your first scheduled delivery.
If you’ve chosen weekly deliveries, your delivery will always arrive on the day of the week you’ve selected. If you’ve chosen monthly deliveries, your delivery will always arrive on the date of the month you’ve chosen.
For example, if you choose 12 March 2019:
For weekly deliveries, your delivery will always arrive on a Tuesday.
For monthly deliveries, your delivery will always arrive on the 12th of the month.
In this case, we’ll usually deliver it the day before, but we’ll contact you to let you know and give you a confirmed delivery date.
Because product prices may differ slightly from day to day based on promotions, variable weight pricing and so on, your subscription totals may also differ slightly per order.
Usually, subscription orders are automatically generated two weeks in advance for monthly subscriptions, and six days in advance for weekly subscriptions. You’ll be charged the price of each product on the day the order is generated.
As long (or short) as you like – there’s no commitment. You can cancel your subscription at any time.
Yes, you can amend your subscription at any time, just like a regular Pick n Pay Online order. Simply log in, navigate to View & Amend your orders, and amend your subscription.
Bear in mind that if we’ve already reserved payment for your upcoming scheduled delivery (this usually takes place the night before delivery), then any changes to your subscription will only come into effect from the following week or month’s order.
Yes – you can cancel your subscription at any time. You can also pause it and resume when you’re ready.
Yes you can. Simply navigate to View & Amend your orders in the dropdown navigation. Then select the order that’s part of the subscription that you’d like to pause. You can restart at any time.
Yes you can. Log onto the Pick n Pay website – and click View & Amend your orders.
No. If you need to change your delivery address, you would need to cancel your subscription and start a new one, with the new address.
Yes, you can change the date and/or time for a single delivery for your upcoming order. However this date and time change won’t apply to your entire subscription. Should you want to change your date or time for the entire subscription service, you will need to cancel your current subscription and start a new one.
We’ll send you an email 3 days before each delivery to remind you about you upcoming scheduled delivery. You can also log into the Pick n Pay website and click View & Amend your orders.
Yes – you can have as many active subscriptions as you like!
Click on the SHOPPING LISTS button at the top of the page. You’ll then see any existing lists you already have, as well as the option to create a new list. Start by giving your list a name and clicking CREATE. You can create as many shopping lists as you like.
You’ll now see that your new shopping list has been created, and that if you hover over the three-dot icon, you’ll have options to edit the list name, delete the list or copy it.
You can also create a list from the MY TROLLEY view by selecting the products you want to add and clicking SAVE TO SHOPPING LIST. You’ll be prompted to enter the name of a new shopping list, and the product(s) will then be automatically added to it.
Click on any product to open it, and then click the ADD TO MY LIST button underneath it. You’ll be asked which shopping list you want to add it to, or to create a new list to add it to.
Alternatively, click on the SHOPPING LISTS button at the top of the page, then find (or create) the list you want to start adding products to.
Once you’ve found or created the list, start searching for products you wish to add by using the search bar at the top of the page. Once you’ve found the product you want to add, click on it (to open it) and then click on ADD TO MY LIST. If you have multiple lists, you will be asked which list you would like to add the product to.
Instead of clicking to open a product, you can also click on the product’s ‘hamburger’ menu on the bottom right when you’re in the catalogue view, and add it to a list.
Click on the SHOPPING LISTS button at the top of the page.
Click on SHOPPING LISTS, find the list you want to delete, and click on the trash can icon to delete it.
Yes, except for products that are ordered by weight.
The promotion dates indicated against products are valid for orders that have been successfully checked out during the promotional period, subject to availability. For products ordered by weight, the in-store price on the day of order processing (normally the day before or the day of delivery) will apply. Therefore, if the order processing day falls outside of the promotional period, then the regular, non-promotional store price will apply. Any substitute products will be priced at their in-store price on the day of order processing.
Promotions are only valid on the day that your order was created. Promotions starting after this day will not reflect and you will not see them when you're in amend mode. Please note - Smart Price, bonus buys and combo promotion prices are only valid on the date the order was created, if you try add a Smart Price promotion item that went on promotion after the initial order create date, the promotion price will not be visible and will not be valid.
Note: You will not see Smart price, bonus buys and combo promotions in amend mode on the product listing pages. You need to click the product to see promotions valid for the day you placed your order.
If you have an existing order that includes an item/s that is now on promotion, it will not reflect when you’re in amend mode. To qualify for the promotion follow these steps:
- Go into amend mode by clicking “Amend my order”
- Remove the promoted item/s and save the changes
- Re-add the promoted item/s into your trolley and save
- Smart Price promotion prices, bonus buys and combo deals are only valid on the date the order was created, if you try add a Smart Price, bonus buy or combo promotion item that went on promotion after the day you placed your order, the promotion price will not be visible and will not be valid.
Promotions still not reflecting? Please contact Customer Care on 0860 30 30 30
It means that the promotion is only granted to Smart Shoppers. You must link your Smart Shopper card to your online account to get the deal/promotion.
You must add the free product to get it free with your order.
- Yes but the promotion must be valid on the day you placed your order.
- If the promotion starts after the day your order was placed then you will not qualify for the promotion and you will not receive the discount.
- You will see smart price, bonus buy and combo promotions that were valid on the day you placed your order on the product details page and carousel.
- You will not see smart price, bonus buy and combo promotions that start after your order was placed.
DELIVERY AND BOOKING A SLOT
When typing in your address, please use the following format – Street Number, Street Name, Suburb, City. If you live in a housing estate, please include the Estate name.
If that doesn’t work, try typing the Street Number, Street Name and City.
If no results appear, it could be that your address falls outside of our delivery coverage or that online shopping is not currently available in your area.
To find out if we deliver to your area, check the Do we deliver to your area? widget on the right-hand side of the home page. Alternatively, register for PnP Online shopping, and then look for your preferred delivery area in the dropdown menus when prompted.
If you can’t find your delivery area in the suburb dropdown menu, it means we don’t yet offer delivery there. You can suggest your area using the Do we deliver to your area? widget. Other delivery options include Click n Collect and Collection Points.
No. We’re not able to deliver to addresses added to the delivery instructions or where a street address doesn’t exist in the delivery suburb chosen.
Yes, it is. We’re always growing our delivery network and will be interested in delivering to you if at all possible. You can suggest your area via the Do we deliver to your area? widget on the right-hand side of the home page.
Click on YOUR ACCOUNT at the top of the screen, and then on DELIVERY DETAILS. You’ll be taken to a page where you can choose three delivery options: delivery to your door; Click n Collect or a collection point. Choose your preferred delivery or collection option, and then follow the steps to secure your preferred time slot. Note that your confirmed delivery address and slot will be displayed on the right-hand side of the page while you shop.
NB: We recommend that you book your delivery slot before you start shopping. It’ll be reserved for you for two hours to give you ample time to complete your shop and check out. You can also reserve your slot at checkout.
You can change your delivery address by clicking the SELECT OR CHANGE button next to your confirmed delivery address, which is displayed on the right-hand side of the screen. You can also change it by clicking on YOUR ACCOUNT and then DELIVERY DETAILS.
Click on YOUR ACCOUNT at the top of the screen, then DELIVERY DETAILS. From this page, you’ll be able to add another delivery address, collection point or Click n Collect point.
Yes, as long as the window period to change your time slot has not yet closed. Select VIEW & TRACK ORDERS from the YOUR ACCOUNT dropdown. Find the applicable order, and then open it to change the delivery time. Find the time slot you’d prefer, and click to confirm it. After your order has been placed, you can usually change your slot up until the day before your delivery is due. If you’re unable to change your slot, please contact Online Customer Help on 0860 30 30 30.
Unfortunately, you cannot change the delivery address once an order has been successfully placed. Please contact our Online Customer Help on 0860 30 30 30 for further assistance.
This depends on the delivery slot chosen. On the grid of delivery time slots, each available slot is marked with its relevant delivery fee.
We need to charge a nominal fee for our convenient delivery service, as there is a lot of work involved in getting your order delivered to you: a personal shopper to pick and pack your order, the technology used, and the team who makes it all come together. We always strive to keep our costs as low as possible so we can give you the best possible value. We have also varied our delivery charges to ensure there are different pricing options for you, and to help us offer a better and more consistent service to you.
In most areas, we deliver from Monday to Saturday between 10:00 and 20:00, but individual areas may be subject to different delivery times. You can pick the one-hour delivery slot that suits you best.
Simply reserve another time slot. The items in your trolley won’t be affected by choosing another delivery time, but they may be affected if you choose another delivery area.
Yes, you can. Please call our Online Shopping Help team on 0860 30 30 30 to arrange a new delivery time so you can receive your groceries as soon as possible. Please note that we reserve the right to charge a re-delivery fee.
Simply click the CHECKOUT button on the right-hand side of your screen underneath the list of items in your trolley, or click on the trolley icon at the top of the screen, proceed to the VIEW TROLLEY page, and then select CHECKOUT at the bottom.
On the VIEW TROLLEY page, you can make any changes you want to your trolley – for example, adding or removing products, or changing their quantities. When you’re happy with your selection, click CHECKOUT to be taken through the payment process.
Once you’ve completed the payment process, you’ll be directed to an order confirmation page. You’ll also receive an email confirming that your order has been successful, and listing the products you’ve purchased and the delivery details.
After the final step in the checkout process, you will receive an on-screen order confirmation which contains an order number. You’ll also receive an order confirmation email that details all the products in your order and the associated delivery details.
You can also click on MY ACCOUNT and then VIEW & TRACK ORDERS. Here you’ll see all successful orders that you’ve placed, and for which you’re awaiting delivery. We’ll also send you a reminder SMS on the day that your order will be delivered.
Important note about payments: We don’t charge your credit card at the moment you place your order, but rather when your order is picked and invoiced.
You can pay by credit card, debit/cheque cards that have a CVV number, switched Smart Shopper rands, or on account. If you have switched Smart Shopper points to rands, these will be displayed on the PayU payments page, and you’ll have the option of choosing how much to use towards your shop.
You can pay with a combination of Smart Shopper rands and credit or debit/cheque card, but when you pay with Smart Shopper rands, you’ll always be required to enter your card details too. Why?
Remember that your Smart Shopper points need to be switched to cash on your card before you can use them to pay for an order online.
We don’t currently have the option to enable you to pay for your online purchases with your store account. However, we aim to introduce this functionality in future.
Very. Our credit card processing facility is provided by PayU, a specialist provider of payment services to the online industry. Through PayU, we’re able to provide you with the latest technology and security available to protect your information and provide you with an easy-to-use experience. PayU is fully PCI compliant.
Read more about 3D secure here.
Yes, if you switched your points to rands on your Smart Shopper card. Once you do this, you’ll have the option to use your Smart Shopper points towards your online purchase. You’ll be given this option during the payment process, and you can choose whether to use them all, or just a portion of them.
This is to ensure that you don’t lose your order if for any reason your Smart Shopper rands transaction is unsuccessful. If this is the case, we’ll charge your purchases to your card so that you can still receive your order.
If for any reason your Smart Shopper transaction fails or you have insufficient Smart Shopper rands to cover the cost of your order, we’ll use your credit card to cover the cost, so you still receive your goods as expected. For this reason, we need to be sure that your credit card details are correct – hence the R1 payment authorisation. We’ll reverse the transaction immediately, and your R1 will be refunded to your card.
We don’t charge your credit card at the moment you place your order, but rather when your order is picked and invoiced. This is because we need to make allowances for variable weight products, substituted products, and the addition of shopping bags (if you’ve requested these), which could affect the final total of your invoice. Therefore, money is only deducted from your account when your order has been picked and we know exactly what’s in your trolley.
The price you pay will be based on the day when the product was successfully ordered online (and confirmed through an email order confirmation). However, substitute products (if your requested product isn’t in stock), and any products sold by weight will be priced based on the in-store price on the day the order is processed. Due to orders being placed in advance of delivery, as well as unforeseen stock availability issues between order date and delivery date, there may be some discrepancy between the guide price indicated on the website (when the order was placed), and the final price charged. Your total will also differ if you've chosen to add shopping bags.
In the unlikely event that your payment fails, our Online Customer Help Centre will contact you to let you know, so please be sure you keep your contact details up to date. Due to the way in which our operations are run and timed, you may be required to place a new order with a new delivery slot.
Yes. Once you have submitted your order, a confirmation page will be displayed, which you can print for your reference. This confirmation will also be emailed to you. Both confirmations show a guide price only, as we take payment on the day we process your order (either the day of, or the day before, your delivery).
Your delivery will be accompanied by a tax invoice - one for you to keep, and the other for you to sign and return to us.
Generally yes. However, online pricing may differ to in-store pricing at times, due to specific in-store or online-only promotions.
Chop-Chop Checkout enables you to safely store your credit card details for faster, easier check-out.
Storing your card details is optional. If you choose to do it, you’ll only need to enter your details the first time you use that card to pay for goods via our online shop. After that, your payment information will be securely stored with our trusted third-party payment provider so you can check out much faster and more conveniently in future.
The first time you use your card on our site, you’ll be required to complete the quick 3D Secure process. Once successfully completed, you won’t be required to do it again if you choose to save your card details.
Learn more about 3D Secure.
Important note: We’ll complete a quick pre-authorisation check the first time you save a card. This entails reserving R1 against the card details you’ve entered, then immediately reversing it. This confirms the accuracy of your details. Depending on your bank, you may receive SMS notifications when this happens.
Yes. Our Chop-Chop Checkout feature gives you the option of saving your credit card details so you only need to enter them once. After that, you’ll be able to complete your order with a single click once you reach checkout.
Learn more about Chop-Chop Checkout.
3D Secure is an additional layer of online security that is now mandatory for all online retailers in South Africa. It’s also known as Verified by Visa and MasterCard SecureCode. It helps prevent fraud by protecting you against unauthorised transactions on your card(s).
PnP Online, along with PayU, our trusted payment processor, uses 3D Secure to secure your online transactions and help protect you against fraud.
3D Secure requires you to enter a one-time PIN (OTP) to complete transactions on any website that features the ‘Verified by Visa’ or ‘MasterCard SecureCode’ sign. This OTP is sent to your registered mobile number or your email address, so only you have access to it.
By successfully completing 3D Secure verification, you’re able to prove that it really is you shopping, and not someone who has gained unlawful access to your card details. Only you, as the cardholder, will receive the password required to complete the transaction.
Your shopping experience will not be affected in any way. All that will change is that during the checkout process, you will need to complete one additional step: entering the one-time PIN that is sent to your mobile phone or email address, in order to verify that it really is you undertaking the transaction.
The sign-up process differs from bank to bank. Some banks enrol your card automatically. However, if you’re not yet registered for 3D Secure, it’s likely that you’ll be prompted to register when you complete your next online transaction. Activation is a quick and simple online process.
As soon as you’ve successfully registered, 3D Secure will be active on your card.
Because 3D Secure is facilitated directly by your bank, please contact your bank for assistance with using this feature.
You will have three attempts to enter your OTP correctly. If you enter it incorrectly all three times, the transaction will fail and you’ll need to go through the checkout process again.
In most instances, there are no additional costs associated with using 3D Secure.
Contact your issuing bank and update your details with them. This will ensure that you continue to receive OTPs when transacting online.
Your credit card may not be enrolled for 3D Secure. Please get in touch with your bank to ensure that it is enabled for online transactions.
Yes; there is no special software required. All that is needed is an Internet connection and Internet browser (ideally the latest version).
Please follow this link for detailed information about enrolling your card and shopping online at www.picknpay.co.za using 3D Secure.
VIEWING, AMENDING AND CANCELLING ORDERS
Log in and click on YOUR ACCOUNT, then VIEW & TRACK ORDERS. You’ll be able to see all in-store and online purchases you’ve previously made, as long as you swiped your Smart Shopper card.
Log in and click on YOUR ACCOUNT at the top of the page, and then click VIEW & TRACK ORDERS. Find the order you want to amend. If you still have enough time to amend it before delivery is scheduled, click on the option to AMEND ORDER. You’ll then enter AMEND ORDER MODE. Amend order mode looks different to regular shopping mode, so you’ll always know when you’re amending a current order rather than creating a new order.
In AMEND ORDER MODE, you’ll be able to adjust the quantity of products you’ve ordered, and add or remove items from your trolley.
You can make changes to your order until it has reached cut-off time – usually the day before delivery is due for morning orders, and the morning an afternoon delivery is due. Once your order reaches cut-off time, you’ll no longer be able to make amends to it. Note that you’re unable to change your delivery address or collection point in AMEND ORDER MODE.
Find the order you want to amend by clicking on VIEW & TRACK ORDERS under YOUR ACCOUNT. Find the order you want to update, and click AMEND ORDER. You’ll then enter AMEND ORDER MODE.
To remove products, click the X next to that product in the list. You can also select multiple products to remove by clicking the checkbox on the left-hand side of each product. Then click REMOVE SELECTED ITEMS at the bottom of the screen.
To adjust the quantity of products already in your trolley, click the plus (+) or minus (-) buttons next to the specific product you want to amend.
To add products, click CONTINUE SHOPPING, and search for the products as you usually would. You’ll note that at the top of the screen, it says AMEND ORDER MODE. This is how you can be sure you’re adding products to the correct order.
Once you’ve made all the changes you wish to, click SAVE ORDER. You’ll receive an email confirming that you’ve amended your order. If you decide not to make the changes, click CANCEL CHANGES.
If the cut-off time to amend your order has been reached, you will need to contact Online Customer Help on 0860 30 30 30 for assistance.
It’s likely that if you amend an order, by adding or removing products, the total amount will be different. You’ll be charged according to what’s in your order when we’ve completed picking it.
If your order has not yet been picked, you can cancel it. Go to YOUR ACCOUNT and then click VIEW & TRACK ORDERS to find the order you want to cancel. If you’re still within the allowed timeframe to cancel it, you’ll have the option to do so.
Find the order you want to cancel by clicking on VIEW & TRACK ORDERS under YOUR ACCOUNT. Find the order you want to cancel, and click CANCEL ORDER. This order will now appear in your PREVIOUS PURCHASES and you can easily add the products to your trolley if you decide to place this order again in future.
If the CANCEL ORDER button is not displayed, it means that we have already started to prepare your order. In this case, please contact our Online Customer Help on 0860 30 30 30 to request a cancellation. In most cases, you can cancel an order until midday the day before it is scheduled to be delivered, but this may be later depending on your delivery area. Cancellations after the cut-off time may be liable for certain reasonable charges. Please view our Terms and Conditions for more information.
Unfortunately, you cannot change the delivery address once an order has been successfully placed. Please contact our Online Customer Help on 0860 30 30 30 for further assistance.
RECEIVING YOUR PNP ONLINE SHOPPING DELIVERY
The deliveries are normally made by a driver in a PnP-branded tuk-tuk or van. The driver will be in a Pick n Pay Online uniform and carry Pick n Pay identification and a name badge. Please ensure you confirm your unique order number with the driver before accepting delivery of your order.
Where delivery by a tuk-tuk or van is not appropriate, an alternative delivery vehicle may be used.
A nominated recipient needs to be available for the full duration of the delivery slot as the driver may arrive at any time within the slot you specified. In the event that no one is available to accept and sign for your delivery, the driver will wait for 10 minutes, after which the order will be returned to us. Our Customer Call Centre will contact you to arrange an alternative delivery time. You may be liable for a re-delivery fee – please consult our Terms and Conditions for more information.
If there are any missing, unwanted or damaged products in your delivery, please let the delivery driver know, and mark the respective products on the invoice. For unwanted or damaged items, please give these back to the driver, who will return them to us so we can refund you.
If you accept any incorrect items, we will not be able to refund them at a later stage. We're also unable to make a re-delivery as a result of damaged products or errors: these products must be returned with your driver for a refund. Please see our Terms and Conditions for more information.
We try to ensure that every delivery is made on time, but delays may occur due to unforeseen circumstances. We will endeavour to communicate any delays to you as soon as possible and agree the best course of action to get your order to you. Please consult our Terms and Conditions for more information.
It’s not necessary or expected to tip your delivery driver.
When your order is delivered, please make sure that you are satisfied with everything you receive. If you are unsatisfied with any product, you must mark it on our copy of the invoice and give the product, together with our copy of the invoice, to your driver. We will process your refund within 48 hours (although normally this is done immediately on return). Note that your bank may impose further delays before the funds are available in your account. This is beyond our control.
Important: Please check your products carefully when you receive them, before your driver departs. Any returns must be made to your driver at the time of delivery. We are unable to come and collect any product(s) that you’re unhappy with after the delivery has been completed. Any product(s) that you wish to return after delivery can be returned by you to your preferred Pick n Pay store.
Refunds are normally processed immediately upon physical receipt of the returned goods back to our fulfilment stores, but can take up to 48 hours. Refunds are made in the same way that you paid for your order. For example, if you paid with a credit card, any refunds will be paid directly into your credit card. If you used your Smart Shopper card, the refund will be credited to your Smart Shopper card. If you used more than one payment method, your refund will be a combination of the two.
Note that when we process a refund, the funds leave our account immediately. However, depending on your bank’s authorisation process, the refund may take a few days to reflect in your bank account. This is beyond our control. We will always endeavour to refund you as quickly as possible.
Items that you can recycle include small disposable batteries (up to size D) and plastic bags of any description. When your shopping is delivered, you can give your items for recycling to the delivery driver, who will return them to the store to be recycled. Please consult our Terms and Conditions for more information.
Sign up for Pick n Pay Online shopping using your Smart Shopper card, and you’ll automatically earn Smart Shopper points on all qualifying products and purchases.
You can update some of your details on our website or via our mobile app for Android or iPhone at Kiosk, online and at the till. Additionally, you can contact the Smart Shopper Customer Care Line on 0860 30 30 30.
You can update some of your details on our website or via our mobile app for Android or iPhone. Additionally, you can contact the Smart Shopper Customer Care Line on 0860 30 30 30 .
Unfortunately not. The card and associated ID or passport number must belong to the person being registered. You cannot register someone else's card against your profile, and only one Smart Shopper card per profile is currently permitted.
Open up the Smart Shopper block on the right-hand side of the screen, and click on the option to switch points to rands on your card. You’ll also be able to switch points to partners or donate your points to charity.
Yes, please make sure you have linked your smart shopper card to your online profile and your smart shopper card is registered
Your personalised discounts will automatically load to your card and when you purchase the required items the discounts will automatically be applied. Remember to check in on what discounts are waiting for you. Your personalised discounts are also viewable on the Pick n Pay mobile app and at any kiosk in-store.
No, you don't need a Smart Shopper card to shop online at Pick n Pay. However, it's a great way to earn Smart Shopper points, view your in-store and online shopping history, and shop faster and more conveniently. You can pick up a Smart Shopper card at any Pick n Pay store, and then follow the quick online registration process.
Call on our Smart Shopper Customer Care Line on 0860 30 30 30 or go to www.pnp.co,za
If you’re seeing this message, it means your Smart Shopper card number has been registered against another ID number or user profile on our site. It may be that you previously linked your card or that you share your card with someone else, like a family member. Please get in touch with our Online Customer Help on 0860 30 30 30 for assistance.
It is now R25 per issue with 4 issues in a year (Autumn/Winter/Summer & Spring)
Click LOG IN and then click FORGOT YOUR PASSWORD?. Provide us with your username or email address, and we'll email you a new password.
When you receive the email, click LOG IN and copy the password we’ve sent you into the Old password box. Then enter a new password of your choice into the New Password box, and reconfirm the new password by entering it into the Verify password box.
Click on YOUR ACCOUNT at the top of the screen, and then MY DASHBOARD. Make the changes you require and click SAVE. Note that you may be required to enter a one-time PIN to confirm your identity and save your changes.
Important: The ID number you’ve supplied must be the same as that on your Smart Shopper profile to ensure that you earn points for your online purchases.
During the registration process, you’ll be asked to select via which (if any) communication channels you prefer to receive marketing-related content: SMS, email or post. Please note that we will never share your personal details with third parties or spam you with unnecessary marketing messages. Should you wish to change your preferences after registration, please either update these via our website, mobile app for Android or iPhone, or contact our Online Customer Help on 0860 30 30 30.
Yes! Click on the RECIPES button to explore all the recipes on our site.
Yes you can. Once you submit your review, it may be moderated, and we cannot guarantee that it will appear on our site.
Visit www.picknpay.co.za for more information about all things to do with Pick n Pay.
There's a link to our Terms and Conditions at the bottom of every page.
Yes you can, as long as you have a valid TV licence.
Simply find the TV you’d like to buy, and add it to your trolley. Once you indicate that you’d like to check out, we’ll ask you to enter your ID number so that we can verify that you have a valid TV licence. If you don’t, you’ll have the option to click through to the SABC website to resolve this. You’ll also be able to pay for the remainder of the products in your trolley, so you won’t lose your whole shop. We’ll simply remove the TV from your order.
Click n Collect is a service that enables you to place an order online and then collect it from a participating Pick n Pay store at a time that suits you. It’s ideal for you if you plan to visit a store but want to save time, or if you’d rather collect your order than wait for delivery.
Click n Collect is available at selected Pick n Pay stores. To find out which stores offer Click n Collect, select Click n Collect as your delivery option, then choose your province to view a list of Click n Collect branches in your area.
The same way you would book a normal delivery slot: click the BOOK OR CHANGE DELIVERY button. Then select CLICK N COLLECT and then your region. A list of applicable Click n Collect stores will be shown, and you can choose your preferred one. Select from the collection times available and finally click on "Book a collection slot" to secure your collection time. Note that same-day collection service is not currently available.
We’ll keep your order ready for when you arrive. Products requiring freezing or chilling will also be kept accordingly.
You will need to pay on our website as part of the checkout process when placing the order. This means providing valid credit/debit/Smart Shopper card details against which payment will be taken prior to collection. When you collect, your goods should have already been paid for, and once you are satisfied with the contents you can very quickly be on your way.
This ensures that your order is ready for collection when you arrive. Don't worry if you are delayed: your order is carefully stored and refrigerated as required until you arrive.
Please go to the Information Desk in the store and provide your order number to our staff member on duty. They will arrange for your shopping to be brought to you.
The service is currently being offered for free, but we reserve the right to change this in the future.
Your order will already have been paid for prior to your arrival, as we’ll have deducted the money from your account. If you’d like to add any items to your order, you’ll need to pay for them in-store. We’ll try to facilitate that process as best we can to ensure that you are on your way as quickly as possible.
If there are any products you don’t want or aren’t satisfied with, you can return them immediately to the member of staff who delivered your order. These need to be marked on our copy invoice and will be processed for refund against the credit/debit card used for payment. Please note: we cannot process your refund in-store for orders placed online.
Collection points are convenient, specially designated areas where you can collect your Pick n Pay Online shopping order free of charge. Certain businesses and office blocks serve as collection points for PnP Online shopping orders. You can select to have your order delivered to one of these points when you’re completing the login process or choosing your delivery address.
TRADE ACCOUNTS FOR BUSINESSES
We offer trade accounts to businesses registered as a company or CC, and which turn over a minimum of R1 million per annum. If your business meets these criteria, you can apply for a trade account. Please note that issuing PnP Online trade accounts is completely at our discretion, and subject to successful credit verification checks.
You’ll have up to 30 days to pay, your account will be linked to your online shopping profile, and you’ll receive a single statement each month.
If you meet the above requirements, email firstname.lastname@example.org to request an application form. You can also download the form online, by logging in and clicking on YOUR ACCOUNT and REGISTER FOR A BUSINESS ACCOUNT. Complete the form and send it back to us. Once we receive your form along with the required documentation, we’ll be able to establish your credit limit and set up your account if you meet the requirements. Please note that issuing PnP Online trade accounts is completely at our discretion.
Setting up your account usually takes seven to 14 working days from receipt of your application and documents.
We aren’t charging you a day before delivery; we’re introducing a payment authorisation check that will run a day before delivery, to make sure you have sufficient funds to cover the cost of your order. Depending on your bank, you may receive a notification telling you that funds have been reserved for your Pick n Pay Online purchase. However, your final invoice amount will only be debited against your card once we have picked the products for your order – usually, the day of delivery or the evening before.
Our new payment authorisation process has been introduced to improve your online shopping experience by letting you know, at an earlier stage, of any potential payment issues with the card details you’ve provided. This gives you the opportunity to update your details and select a new delivery date for your order so that you don’t forfeit your order.
Payment reservation is a common practice for online purchases where there’s a delay between placing your order and receiving your goods or service. Companies generally reserve payment as soon as the order is placed, but at PnP Online, we do it a day before delivery is due. Payment reservation puts a hold on funds in your bank account to cover the cost of your order.
If payment authorisation is successful, the order amount plus a small additional percentage of the total amount is reserved, to make allowances for the addition of shopping bags, price fluctuations in variable weight items, and any substituted products included in your order. Upon final payment, only the exact cost of your order is debited. Any additional reserved funds are returned to you.
Payment authorisation does not constitute a payment to Pick n Pay Online, but rather confirms the validity of the account information entered at checkout, and the availability of necessary funds. The exact amount is finalised and deducted from your account once picking of your order has been completed, and prior to delivery. The difference between the reserved amount and the finalised amount will be released back to you by your bank.
IMPORTANT NOTE: The authorisation amount will be released within a timeframe specific to each bank – usually, 72 hours. However, this release may take longer with certain banks, including FNB. If you do experience a delay in the authorisation amount being released, we ask that you contact your bank and request a release. Your bank’s contact details can be found on the back of your bank card.
The bank will reserve funds against your credit card the day before delivery is due. The payment will only be finalised (and money deducted from your account) on the day your order is due to be delivered. When the bank puts a hold on funds, it means you can’t access that money or use it for anything else, even though it hasn’t actually been deducted from your bank account.
When the payment is authorised, your bank will put a hold on the order amount plus a small additional amount. This additional amount covers any costs over and above your estimated order total, due to the addition of shopping bags, the differing prices of any variable weight products in your order, and any substituted products included in your order.
NOTE: This reserved amount is not the amount you’ll be charged. The exact order amount (known as the finalised amount) will be charged when the order is picked and invoiced. This amount will not exceed the reserved amount, but it may be less.
It will be released according to your bank’s particular timeframe rules – e.g., some banks may release funds a few days after PnP sends them the cancellation instruction. We will instruct your bank immediately after picking and invoicing is complete. If your reserve amount is held by your bank for an extended period of time, we ask that you contact your bank and request a release.
Reserved amounts will be released (i.e. made available to you) based on the rules in place with your specific bank. In most instances, this takes a few days, but differs from bank to bank.
No, there will not be any additional bank charges as a result of our new payment authorisation process.
No, your bank will only deduct the funds from your account once, and it’ll be for the finalised amount. The reserved amount will however be temporarily inaccessible for use until it is released by your bank.
Payment can be declined for a few reasons, but to protect your sensitive banking information, your bank doesn’t reveal to us the exact reason for failure. We recommend contacting your bank directly to understand why your payment was declined.
We’ll email you to let you know, and give you time to update your payment information (e.g., by providing new card details or adding funds to your account), so that we can attempt to re-try the payment reservation and deliver your order as expected.
Usually, you will have a few hours to provide updated payment information.
Read through the email we send you and note the cut-off time for providing updated details to make sure you have time to update your payment information.
Then, log in to your account, click on the order in question, and provide new/updated payment or card information. Once you’ve done this, we’ll immediately try reserve the funds again for the order. If successful, you’ll receive a confirmation email, and your order will be picked and delivered as usual, at the time you selected.
NB: Once the amend payment cut-off time is reached, you’ll not be able to amend your payment information, and the order will be cancelled.
We’ll email you to let you know that we were unable to take payment for the order, and the order will be cancelled.
We’ll provide details in the email to help you re-place your order as quickly and effortlessly as possible, so that you can receive another order as soon as possible.
Smart Shoppers who have lost their Smart Shopper card should collect a new card at any Pick n Pay store and then contact the Pick n Pay Customer Care line on 0860 30 30 30 or email email@example.com
Smart Shoppers need to follow the specific Pick n Pay/ AlwaysOn URL link (https://hotspot.alwayson.co.za/picknpaypromo/?src=pnp) and enter their Smart Shopper card number to be validated. Once the card number has been validated, customers need to register a new AlwaysOn account or login to an existing AlwaysOn account. The 1.5Gb free WIFI package will automatically be linked to the account and the Pick n Pay Dashboard will display the remaining data available.
When registering a new account, Smart Shoppers will be asked to provide some contact details. These details are not distributed to any third party companies. AlwaysOn is required by law to have the details of the people who use their services, similar to RICA’ing a sim card.
All Smart Shopper Card queries contact PnP Smart Shopper Customer Services 0860 30 30 30.
Our customers told us that while they love Smart Shopper, they needed more immediate help with the pressure they’re feeling from inflation, interest rates and utility increases. So we wanted to give more back to our customers by providing personalised vouchers to them – every week. This means we give our customers receive personal discounts every week on the products they buy most often. With the personal vouchers, customers can now get over R500 a year in personal discounts.
Customers can also continue to swipe and collect Smart Shopper points which can be switched to a Rand value within 12 months and spent in store on whatever you want or need.
Smart Shopper points are valid for 12 months from the time you earn them. Points that were earned more than 12 months ago and which have not been used will expire and will continue to expire on a rolling month basis.
For example, points earned in December 2016 will expire on 1 February 2018, points earned in January 2017 will expire on 1 March 2018.
All customers who opted in for communication were informed in November 2016 by email and SMS, reminders were included in subsequent weekly personalised discounts emailers and on all till slips in December 2017.
All points are valid for 12 months. Any points older than 12 months will automatically expire.
To ensure you don’t lose your points, you can switch them to a Rand value on your Smart Shopper card which can be spent on whatever you like at Pick n Pay.
Please call our Smart Shopper team on 0860 30 30 30 to check if you have any points expiring.
We have modernised Smart Shopper over the past year to make the programme more user-friendly for our customers, which includes our weekly personalised discounts.
Our data shows that most of our customers switch and spend their points within a year, often when their points balance reaches R10, R20 or R100. For the minority who don’t, we’ve been encouraging them to spend their accumulated points and get the value from the programme. Our experience with active Smart Shoppers is that the benefits are more effective when used within a year.
Personalised discounts are automatically loaded weekly for each Smart Shopper. Customers can claim their personal discounts by activating them at the kiosk or on the PnP Mobile App. They will then automatically get the discount the next time they buy that product and swipe their Smart Shopper card. You do not need any physical vouchers to give to the cashier.
You can check or update your contact details on the PnP Mobile App, using the Pick n Pay website or by calling the Pick n Pay customer care line on 0860 30 30 30. Make sure we can contact you by email so that you hear about the great offers we have selected just for you. When updating your contact details on the PnP Mobile App, only tick off the methods of communication that you DON’T want to be contacted on.
Everyone gets personal discounts every week. You can claim them from the kiosk in store or even easier, use the PnP Mobile App. The PnP Mobile Appwill also give you a view of personal discounts available to you. The email is our way of talking to you to tell you about them, so do update your contact details in the PnP Mobile App, online or via our customer care line.
All customers shop differently. We try to give each customer the best offers for them based on what we know about them from their shopping habits.
Yes, Instant Saving will still be in store on hundreds of products to help you save.
How long is the switched Rand value from Smart Shopper points available on a card?
Points have to be switched within 12 months from the time of earning the points. Once customers have switched points at the in-store Smart Shopper kiosk or via the PnP Mobile App, the monetary Rand value is loaded onto the Smart Shopper card and will be available on the card for 3 years from the time of switching.
A credit facility accessed via your existing Smart Shopper card.
Up to 55 days interest free – so no interest due if you pay your full outstanding balance each month
Get R100 back every month when you spend R2000 or more on your Store Account
Affordable monthly instalments with flexible payment options (Revolving, 24 & 36 months)
No joining fees
No transaction fees
Low monthly service fee of R10
The credit facility is accessed via your existing Smart Shopper card
A PIN is required to access the credit facility
Up to the three secondary cards for family and friends
Spend at Pick n Pay stores nationwide, including Clothing and Pharmacy stores
Free SMS notification on all purchases for your security
Statements sent via SMS or Email
Optional Customer Protection Insurance
Online: visit www.picknpay.co.za/store-account
SMS: Simply SMS “PnP”to 30087 and see if you qualify (standard SMS rates apply)
Call: 0861 555 995
Leave your details at the Money counter and we will call you back
The amount of credit that you will granted is based on your individual circumstances – our credit limits range from R1, 000 to R40, 000
We will conduct a credit assessment based on your individual circumstances
Your Pick n Pay Store Account can be used to shop at any Pick n Pay store, including Clothing and Pharmacy stores, nationwide
The Pick n Pay Store Account has a:
Low monthly service fee
No joining fee
No interest – if you pay your full outstanding balance each month on or before the due date
You will receive a monthly statement showing your balance and amount due
You can pay via
Debit Order OR
Bank Account Name: Standard Bank
Bank Account Number: 271 028 157
Bank Beneficiary: PNP STORE ACCOUNT
Reference: Your 16 digit Smart Shopper number
Give us a call on 0861 555 995 and we will try assist in finding a solution that meets your needs.
That’s easy – you’ll find your balance on your monthly statement
Dialling *120*2483*YOUR 16 digit Smart Shopper Card Number# (20c per enquiry)
Visit the self-service website at: https://rcs.co.za/partner/pick-n-pay/self-service.
Ask at the till point
On the Pick n Pay app
Call 0861 555 995
Call us on 0861 555 995 (please have your ID number ready)
For your protection, we will block your card until you’ve visited a Pick n Pay store to collect a new Smart Shopper card.
Remember we can only protect you from fraud once your have us know that your card is missing.
To apply for a Pick n Pay Store Account you must:
Be 18 years or older.
Earn at least R2 000 a month.
Provide a valid ID or drivers licence.
You will be required to provide proof of income documentation.
For your protection, your card includes Customer Protection Insurance*, underwritten by Gaurdrisk Insurance Company Limited*, covering the following:
Death cover – Covers your full outstanding balance
Permanent Disability – Covers your full outstanding balance
Temporary Disability – Covers up to 12 month’s instalments
Loss of Income - Covers up to 12 month's installments
*Guardrisk Insurance Company Limited is an Authorised Financial Services Provider. Additional information on key limitations, exclusions, risks and charges related to the policy can be viewed here.
How do I unsubscribe from receiving push notifications from Pick n Pay Online?
If you wish to unsubscribe from receiving notifications from Pick n Pay Online, you can do it at any time. Just follow the instructions below.
- Go to https://www.pnp.co.za/pnpstorefront/pnp/en/
- Click on the small padlock to the left of the URL
- Choose "Block" in the menu next to “notifications”
Setting up is easy, here’s how:
- Go to https://www.pnp.co.za/pnpstorefront/pnp/en/
- Click on the small padlock to the left of the URL
- Choose "Allow" in the menu next to “notifications”
Note: If you're a Macbook/IOS user, notifications can be automatically blocked. To allow for notifications and prompt, please follow the steps above.