Drakes Online Castle Plaza

Online Store Returns & Credits

Drakes Online is a 100% online service, using the Drakes Supermarkets network of stores to obtain the best products for its customers. As such, orders may be prepared and despatched at various sites, even those picked up at a Click & Collect site. For these reasons, all questions, queries, and complaints must be directed to the Online Shopping Team via email to onlineshop@drakes.com.au Please note that for delivered items, the driver cannot inspect or replace any items delivered.

If you receive a Fresh Item that is not up to your standards we will issue you with a 100% credit. Email us at onlineshop@drakes.com.au with a brief description of your concerns and include a photo if you are able. Please keep the goods until we confirm your refund as we may need to arrange for inspection.

Damaged or Missing Items - Please contact onlineshop@drakes.com.au with your order number, and if possible a photo of any damaged items so that we can assist you.

Liquor:

If you wish to return a Liquor product because it is defective, then you may:

Return the defective product to our store or contact our Customer Service by telephone within 8 hours of the delivery time to make arrangements to return that product. Upon confirmation that the good/s have been received we will refund your on-line account within 3-5 business days. You must provide us with the Tax Invoice we issued to you for your order to make a claim under this clause. If you fail to do so, then we may reject or deny your claim

Returns for refunds on liquor products will not be available for any over ordered goods.

We guarantee a resolution of your concerns Monday - Friday 8am-5pm.