This FAQ attempts to answer some of the more common questions asked of Gilmours. If your query isn’t covered in this FAQ,- or you require further help or would like to talk about any Web site issue, please phone the Gilmours Contact Centre on 0800 270 414.
What are the benefits of being a Gilmours web customer?
When buying from Gilmours, you get the benefits that accrue from dealing with New Zealand's largest food and liquor distribution group. More than 10,400 product lines, including Bulk and Specialist Catering, Chilled and Frozen, Beverages, General Groceries, Cleaning Products, Packaging, RTDs, Beer, Wine and Spirits in both single & carton quantities (some restrictions apply), Confectionery and Snack Foods
As an approved web customer you can browse the full range of goods, including those on promotion at any one time. You can create an order on each visit or create a customised ordering template. As a web customer you will see the price that applies specifically to you. You can build up your order over time and submit it when you are ready.
How do I register as a Gilmours customer?
To purchase goods from Gilmours you must be registered as a Gilmours customer. You may register as either a Cash ‘n’ Carry customer or a Charge Account customer. Cash ‘n’ Carry customers may purchase from our branches, while Charge Account customers have the additional option of registering for use of the Gilmours Website, giving them the choice of purchasing via the web site or by visiting a branch. To qualify for “charge” privileges customers must first complete and pass a credit application process. Application forms, and further instructions can be found by clicking here .
How do I register as a web-site customer?
Existing Gilmours charge account customers who wish to enter purchase orders via the web site can enter their registration details by clicking here .
Which browsers are supported by this site?
This web site has been designed to be compatible with Internet Explorer (version 6.1 and above), Firefox 2 and Safari web browsers.
We recommend the use of IE 7 and Firefox 2 .
What screen resolution is recommended?
This web site has been designed to be viewed at a resolution of 1024x768
How do I see product prices?
Customer pricing is displayed once you login.
How can I add a user?
Only customer administrators or Gilmours staff can add a customer user. Customer administrators can add a new user from the Manage Users screen accessed via the Admin Services tab.
How do I change my password?
You can change your password on the My Account screen, accessed via the Admin Services tab. You can also change your personal details e.g. name, telephone & email address from the My Account page (under the Admin Services tab). If you are having difficulty attempting to change your password please contact your company administrator or phone Gilmours Contact Centre on 0800 270 414 . Please note all other details such as delivery address can only be changed by Gilmours administrators.
I’ve forgotten my password; what do I do?
Your company administrator can reset your password, or a new password can be generated for you by the web site. To request a new password click on the Forgotten Password link on the Welcome / Logon screen.
What is an ordering template?
A template is a convenient way of storing regularly ordered items to quickly generate an order.
How do I create an ordering template?
The contents of your order cart can be saved to a template by clicking on the ‘save to template’ button at the bottom of the product list, then providing a name for your template.
To create an order from a saved template select Our Templates from the My Gilmours tab. Select the template you want to use and then click on ‘add to order’. The products and quantities listed in the template are then added to your order cart.
How do I save an order?
All orders are saved automatically as you build an order.
Can I complete my order later?
As you build up an order the order cart is automatically saved. This means that if you leave the site the order you have been working on will still be there waiting for you to complete later. Orders that have been completed can be viewed in your Order History .
How do I change my delivery address?
Goods will be dispatched to the registered delivery address specified on your application form. To change your registered address please phone Gilmours Contact Centre on 0800 270 414 or email details of the change to orders@gilmours.co.nz
Can I specify a preferred delivery time?
At checkout you can select from a range of available delivery dates. While Gilmours will make every attempt to meet your requirements, delivery will be on a best endeavours basis.
Why hasn’t my whole order been delivered?
It is possible that your order has to be sourced from more than one location which may result in the order being delivered in multiple shipments.
Why has a small order charge been added to my invoice?
All orders under $200 (excluding GST, tobacco, cigarettes and supplementary items eg Keg and crate bond) attract a small order charge.
What are supplementary charges?
Gilmours offer a Wholesale service. To break open a carton or a case to fulfil an order for single units requires manual intervention by our staff. To offset this cost we now have a supplementary charge applied against some items. Please refer to the Non Case Quantity explanation below.
What does the message “Ordering non-case quantities attracts supplementary charges of $0.50 per unit” mean?
Gilmours offer a Wholesale service. To break open a carton or a case to fulfil an order for single items or units requires manual intervention by our staff. To offset this cost we now have a supplementary charge applied against some items. Please refer to supplementary charges above.
Why have supplementary charges been added to my order?
Gilmours offer a Wholesale service. Some products attract a single unit supplementary charge if you choose to purchase them in less than whole case quantities. A message is displayed when this may occur, giving you the option to order in full case quantities to avoid this surcharge. If you chose to order a quantity that is not a multiple of the case quantity, the amount in the message is the amount that will be added to the price of each remainder unit. Supplementary charges will appear as a separate line item at Check Out.
What does the message “Order <999> more for a discount!” mean?
Some products have an associated quantity price break. If you have ordered a quantity close to the price break point a message is displayed informing you how many more units to order to take advantage of the price break and lower cost.
What happens if an item is out of stock?
While Gilmours strive to provide accurate information regarding stock availability some items may not be in stock at the time your order is processed. Depending on the substitution option you have chosen, Gilmours may automatically substitute an item, attempt to contact you to determine your requirements or exclude the out of stock item from your order
Can substitute items be specified?
At checkout you can specify instructions for the substitution of items that are unavailable. If you have specific needs please include these in the Special Instructions section.
Can I make additions to an already submitted order?
Once an order has been fully approved and submitted to Gilmours it cannot be altered.
The Order History is incorrect, that’s not what I received
The order history provides a record of the order as you submitted it to Gilmours. It is not an invoice or delivery notice.
What does that symbol mean?
This is a new product. 
This product is temporarily out of stock. 
This product is available at a 'special' price for a limited time. 
This product can only be purchased in full case or full carton quantites.
My question isn’t covered by this FAQ
If your query isn’t covered in this FAQ, and you require further help or would like to talk about any Web site issue, please phone the Gilmours Contact Cente on 0800 270 414.