

Can’t reach Coles support? We’ll help you get through.
Coles customer support overview
Coles is one of Australia’s largest supermarkets, and its customer service is backed by a wide range of support options and a strong satisfaction track record. Whether you need help with a missing item, refund, or order issue, Coles provides:
- Phone support via toll-free numbers
- Live chat available 24/7
- Online contact forms for feedback or complaints
- In-store assistance at any supermarket
- Friendly support known for being responsive and fair
Coles offers a 100% satisfaction guarantee on its branded products, and its “Try it, love it or your money back” policy reflects a commitment to making things right when something goes wrong. Support is accessible, approachable, and designed to give customers confidence.
Common Coles customer issues and complaints
While most shopping experiences go smoothly, here are the top reasons customers contact Coles support:
- 🚚 Online Order Issues: Delays, missing substitutions, or cancelled orders.
- 📦 Missing/Damaged Items: Broken packaging or groceries not arriving.
- 💳 Refund & Return Difficulties: Needing proof of purchase or delays when submitting claims.
- 💰 Billing Problems: Failed online payments or unexpected charges.
- 🥬 Product Quality Concerns: Items not fresh or expiring too soon.
- 🏷 Loyalty or Promo Issues: Flybuys points missing or discount codes not applying.
Coles works to resolve these quickly, but the process may vary depending on whether the issue relates to in-store or online orders. Having your receipt, order number or photos ready helps speed things up.
How to contact Coles customer support
Here’s how to get help fast:
📞 Phone Support:
- In-store issues: Call 1800 061 562 (Mon–Fri 8:30am–6pm, Sat 8am–4:30pm)
- Online orders: Call 1800 455 400 for home delivery/Click&Collect support
💬 Live Chat:
Available 24/7 via the Coles Help Centre. Great for real-time support while shopping or if you can’t call.
📝 Feedback & Complaint Form:
Use Coles’ official feedback form to submit detailed issues or suggestions. Expect a response in 24–48 hours.
🏪 In-Store Support:
Visit your local Coles supermarket and speak with the customer service desk. Staff are generally able to issue refunds, replacements, and resolve issues directly.
📣 Social Media:
Message @Coles on Facebook or X. These channels are monitored and can redirect you to the right support team, especially if your messages are respectful and detailed.
🔎 Pro tip: Have your receipt, order confirmation, or product barcode ready—it helps Coles investigate and respond more efficiently.
Coles key customer policies: refunds, returns, cancellations and more
✅ Refunds & Returns:
Coles offers a generous return policy, especially on Coles-branded products. If something’s not right, you can return it with the receipt or packaging for a refund or replacement—even if it’s been opened.
❌ Online Order Cancellation:
To cancel, call 1800 455 400 before your order is dispatched. If it’s too late, a cancellation fee might apply.
🏷 Pricing & Scanning Guarantee:
If an item scans higher than its shelf price in-store, you get the first one free and others at the lower price. This doesn’t apply online but is typically honoured in-store without hassle.
🛠 Warranties:
For non-grocery items like appliances, Coles honours manufacturer warranties and consumer law guarantees. For faulty items, bring your receipt (or proof of purchase) for a refund, repair or replacement.
📦 Delivery & Shipping:
Coles offers same-day or next-day delivery in most areas. Delivery fees vary, but large orders and Coles Plus subscribers often qualify for free delivery. If something’s missing or damaged, notify Coles for a refund.
Real Coles complaints submitted through Ajust
Recent customer experiences with Coles customer service
🧼 “Barcode Blunder Turned Good”: A customer dropped a tray of sausages mid-scan. A Coles staffer cleaned it up and told them to take a new tray with no fuss and no charge. The shopper said they "like to shop at Coles” after the kind, quick handling.
👍 “We Need More Dylans”: At Coles Noarlunga, a young team member named Dylan left a customer feeling valued and supported. They praised his friendliness and said, “We need more Dylans!”
📬 “They Listened and Responded”: After submitting feedback about out-of-stock items at their local store, a shopper noticed shelves improving within a week and even received a follow-up email. Coles thanked them for the feedback.

Official Coles Customer Service Links & Contact Information
- 📞 Customer Care (In-Store): 1800 061 562
- 📞 Online Orders Support: 1800 455 400
- 💬 Live Chat: Coles Help Centre
- 📝 Feedback Form: Submit Feedback
- 📦 Refund Policy: Returns & Refunds
- 📚 Help Centre (FAQs): Coles Help
- 🏪 Store Locator: Find Your Nearest Store
- 📣 Facebook/X: @Coles
- 📬 Postal Address: PO Box 480, Glen Iris VIC 3146
Coles Contact FAQs
What’s the fastest way to get help from Coles customer support?
Live chat via the Coles Help Centre is the fastest way to get real-time help. It’s available 24/7 and avoids phone queues or in-store delays. If your issue is about an online order, you can also call 1800 455 400 for priority support. Having your order number, barcode, or receipt ready speeds things up.
How do I get a refund or replacement from Coles?
Return the item in-store or contact Coles with your receipt or product packaging for a refund or replacement-even if it’s opened. Coles honours a 100% satisfaction guarantee on its branded items. For online orders, call before dispatch to cancel, or use live chat to raise an issue.
What do I do if my Coles online delivery is missing items?
Contact Coles online support on 1800 455 400 or via live chat with your order number and photos if possible. Missing or damaged items are eligible for refund or redelivery, especially under Coles’ satisfaction and delivery guarantees. Quick action helps get faster resolutions.
Why does Coles customer support feel slow or unhelpful sometimes?
Resolution time depends on the issue type and whether it's in-store or online. Phone queues, limited in-store authority, or needing receipts can cause delays. To avoid this, use live chat, submit detailed feedback online, and keep documentation ready to move things forward faster.
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