Help
Every policy in one place, in plain words — and the shop one ring away when a page isn’t enough.
Delivery & fees
We deliver from the shop in Mount Roskill across our own corner of Auckland. Delivery is free once your basket clears $60; under that, the fee for your suburb is shown at checkout before you pay, never after. The minimum order is $25.
Enter your suburb at checkout and the answer is immediate: whether we deliver there, what it costs, and the next window we can make. Chilled and frozen lines ride the same van, packed to hold their temperature to your door.
Your tax invoice
Your tax invoice. Every price on this site includes GST at 15%. A tax invoice with our GST number, your order number, every line and the GST total is attached to the email we send when your order is placed, and it's always in your account under that order. If you need it made out to a business name, tell us before we pack — put it in the notes box or ring the shop. Refunds come with a supply correction document against the original invoice.
Click & Collect
Click & Collect is free, whatever the basket size. Order online, and we'll email you the moment it's packed — usually the same day, inside opening hours (9am – 9pm, every day).
There are 2 collection bays behind the shop — Park behind the shop off Cape Road. Bring your order number. If you chose to pay at the counter, pay when you collect.
Returns & refunds
Groceries aren't shoes — most of this is about food that isn't right, not about changing your mind. We'd rather fix it on the spot than argue about a receipt.
Fresh, frozen or fish that isn't right
Ring us the same day and we refund it or replace it on your next order. Don't send it back — we'd rather you binned it than drove across town with a bad fish.
Packaged goods, unopened
Bring them back to the counter within 14 days with the order number and we refund the line. Opened spice packets we can't take back, for obvious reasons.
Fish, meat and vegetables cut to order
Fish, meat and vegetables cut to order are sold as approximate packs — the size on the label is what you're charged. We aim within 5% either way. If your pack lands materially under, tell us the same day and we refund the difference; there's nothing to send back.
Something missing from the bags
Tell us before the end of the next day and we credit it. We also check the packing photo, so you don't have to prove anything.
Substitutions
You set the rule at checkout — a similar swap, a refund on that line, or a phone call first. We follow it even when the swap looks obvious to us. Any substitute costing more than the original is charged at the cheaper price.
Damaged on arrival
Something broken or leaking when it arrives — send us a photo on WhatsApp the same day. We refund or replace it, and we sort out the packing so it doesn't happen twice.
None of this replaces your rights under the Consumer Guarantees Act — it's how we handle things day to day, and it's meant to be more generous, not less.
Payment
Cards are taken by Stripe, the payment provider — your card number goes to them and never touches our servers. Every price you see includes GST at 15%.
Choosing Click & Collect? Smaller orders can be paid at the counter when you pick them up — the option appears at checkout when it applies.
Refunds: It goes back to the card you paid with. Your bank usually shows it in three to five working days.
Allergens & labels
The label on the packet is the truth we work from — we photograph labels and transcribe them, and we don't guess at what a manufacturer didn't declare.
In the aisles you can hide anything containing an allergen group you're avoiding. Unknown counts as "may contain": a product whose label we haven't photographed yet is treated as if it might contain what you're avoiding, and strict mode hides it entirely rather than hoping. Those filters live on the aisle pages, where the answer can be exact.
If a reaction would be serious, ring the shop before you order and we'll read you the packet, word for word.
Privacy
We don't sell lists, and we don't run advertising trackers on this store.
How long we keep things
How long we keep things. Your account order history — the part that runs buy-it-again and your saved lists — is trimmed to the last two years. The invoice records behind those orders are kept for seven years because tax law requires it; they sit in the accounting record and are not used for anything else. Addresses go when you delete them. Ask us what we hold on you and we'll tell you within twenty working days — ring the shop, or email privacy@nilamart.co.nz.
| Data | Kept for | How |
|---|---|---|
| Storefront-visible order history | 24 months, then the customer link is anonymised | Retention cron: Order.customer_id → null, address fields cleared, line items retained for the tax record |
| Taxable supply information (invoice PDF and totals) | 7 years — the Tax Administration Act requires it | Never deleted by the retention job; the job excludes it explicitly and a test proves the exclusion |
| Saved lists, addresses, preferences | Until you delete them, or 24 months after your last order | Customer-initiated delete, plus the same retention cron |
| Marketing consent record | Retained after unsubscribe | It is the proof that consent existed and was withdrawn; deleting it would destroy the UEMA defence |
| Packing photos attached to fulfilments | 90 days | They exist to settle a missing-item claim; after that they are a photographic record of what is in someone's house |
Ask us what we hold
Email privacy@nilamart.co.nz or ring +6421580907, and we answer within 20 working days — access and correction both, under the Privacy Act.
Terms
We're NilaMart, a grocery shop at 458 Richardson Road, Mount Roskill, Auckland 1041. When you place an order we confirm it by email, and what the confirmation says is what we charge — prices in New Zealand dollars, GST included.
Offers run for their stated window and end when it closes. If we can't fill part of an order, we tell you and refund the difference — substitutions only ever follow the preference you set.
Returns work exactly as described above, and nothing in these terms limits your rights under the Consumer Guarantees Act or the Fair Trading Act. New Zealand law applies. If something's wrong, ring the shop first — most things are fixed in one call.
Contact us
- 458 Richardson RoadMount RoskillAuckland 1041