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Help Centre

In December 2022, we made some changes to our site. You can discover more about what we've updated and why on our site information page.

Our Help Centre is here for questions about your shopping experience or if you want to know something before you even start. We've got answers and step by step guides to show you how you can get things done.

Sometimes, you're going to need to speak to someone to help you out with something particular to you. Find out how to contact us

Account & payments

How to pay for orders and manage your account, including Flybuys, giftcards and everything account and payment related .

Manage orders

Modify your order, what to do about missing or damaged items, paying for online orders and more answers on how to manage your orders .


How to place an order, the fastest way to recieve it, how it’s bagged and more, including what to do if you’re running late to collect your Click&Collect order .


Unattended orders, partner delivery options, how we deliver to remote locations, third-party provider questions and more about your delivery options .

Products & offers

Where to find out about recalled products, the difference between in-store and online promotions, and more help on our products and offers .

Business accounts

Business order payments, how to set up a credit account, delivery to your business and more about managing your business account .

Our company

The benefits of Better Bags, becoming a product or service provider, applying for a Coles career and more about our company .

In your community

Find your local Coles store’s opening hours, how to report abandoned trolleys and the different ways we can help to support your community .

What's trending

The top three articles our customers have been viewing this month.

Why can't I sort my shopping items the way I'm used to?

Changes made to our site in December 2022 mean that temporarily, our sorting feature may not be working as you expect. Updates are coming in January 2023.

What happens if I received a damaged item?

Discover how you can return the item or contact us so we can credit your account or provide a refund.

How can I modify my order?

After you’ve placed your order, there is a limited period of time afterwards in which you can make changes

Other pages in this section

Explore more helpful information about shopping with Coles.

Product limits

Check to see if there's any current purchase limits or product availability updates.

Website update, Dec 2022

Find out what's already released and what's coming soon as we improve our website to make shopping easier.

Store closures

Get information on whether any Coles stores are closed due to weather incidents.

Contact us

Find the right way to contact us for in-store and general enquiries, as well as online shopping enquiries.

For shopping online

Our online Customer Care team is available Monday to Friday 6am to 1am, Saturday and Sunday 7am to 10pm. All times AEST.

We're closed Good Friday and Christmas Day, and on Anzac Day until 1pm (AEST).

For shopping in-store and all other general enquiries

Our in-store Customer Care team is available Monday to Friday 8.30am to 6pm and Saturday 8am to 4.30pm. All times AEST.

We're closed Good Friday and Christmas Day, and on Anzac Day until 1pm (AEST).


There’s a range of services available to help you access what you need, when you need it.

In-store and website accessibility

We're making it easier for everyone to shop with Coles. Our stores are being modified so they're more accessible and inclusive, and we're improving digital accessibility on our website.

Explore our range of accessibility programs and services

Deaf, hearing and speech impaired

If you're deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help.

  1. Contact us through the National Relay Service (NRS)
  2. Provide the NRS with the Coles number you wish to call

Find more information on the National Relay Service (NRS)