FAQ

General Queries

We allow you to hold items in your cart for 24 hours so you can consider your selections and continue shopping. After 24 hours your cart will expire but before that happens we will send you an email reminder so you don’t miss out!

When you make an online order, the total amount is shown as a ‘guide price’. This means how it sounds – the ‘guide price’ is only a guide; therefore, it might be higher or lower than the actual bill you receive for your order.

Here are some reasons for this:

  • Between placing your order and getting it delivered, there may be new promotions, for example, an offer on a crackers multipack. This is typical of price changes that may affect the final basket total.
  • With loose fruit and vegetables, like grapes and potatoes, we charge by weight, so the final price is all about the ones we pick for you.
  • Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
  • Some items may be out of stock.

Your online groceries order is complete once you’ve taken it through the Checkout part of the website.  Once you’ve checked out, you’ll receive an automated email, detailing all the products and quantities and guiding prices in your order. The delivery driver will give you a copy of your receipt with details of all the products you’ve bought, including substitutions and unavailable products.

At this time Massy Stores Vouchers are only redeemable instore.

Some of our promotions will be made available both instore and online. Where a deal is available online we will highlight it on our website.

Yes. Massy Card Loyalty Points will be earned on your order. Please input your Massy Card Loyalty Number when you are placing your order, points cannot be awarded after the transaction has been completed.

The product information contained on the website has been published in good faith and we will do our best to ensure that it is accurate. However, occasionally, it may be incorrect, incomplete or out-of-date due to human error or circumstances beyond our control. The colours and appearance of the actual products may vary slightly from the pictures you see on your screen. All measurements and sizes are approximate, although we try our best to make them as accurate as possible. For more information please refer to our Terms and Conditions here.

Massy Stores (SLU) Ltd. is committed to making our website accessible for all customers, including those with disabilities. We have taken steps to ensure our website is compliant with professional standards. If you experience challenges when using the website or have feedback, please contact Customer Service.

Whenever you place a Massy Stores St. Lucia online groceries order we’ll do our very best to deliver all the items that you’ve ordered.  Sometimes, one or more of your items may not be available when we pick your order, because the item has gone out of stock, for example. If you’ve chosen to allow substitutions, we will offer you a suitable alternative of similar value. We choose substitutes very carefully and offer what we believe is the most appropriate alternative to the product you’ve ordered. If you don’t allow substitutions, your shopper will skip over the item.

  • If we offer substitutes we’ll make this very clear by sending you an email detailing substitutions once your order has been picked, and, by calling you.
  • If you are not happy with our substitutions please contact the Customer Care Team at your delivery store within 24 hours of your delivery. The item(s) will need to be returned, in their original condition, to your nearest Massy Stores St Lucia within 48 hours of receiving.

Massy Stores St Lucia reserves the right to refuse returned items that are not in a suitable condition.

For further information please review our Terms and Conditions here.

You need to be registered on the site to place an order.

If you ordered weighted items such as produce, seafood or meat or pre-packaged items that are of variable weight, you will be charged for the actual weight of the item picked by our team of personal shoppers. Our team will do the best to ensure that the items you receive are as close as possible to the weight that you ordered.

You can cancel your order by navigating to My Orders. Once in My Orders, click the button that says Request Cancellation.

Yes you may change your order. Navigate to My Orders and click Order Query. Please let us know what changes are required.

Yes, you can list products you may not see on the website. Upon checkout and under “Additional Comments” please list products you do not see, and we will include them in your order once available.

You can re-add items to your cart from a previous order, click My Orders in the top right hand corner. Look for the order number and click Add to Cart.

Click My Orders in the top right hand corner. Once in My Orders you can make changes to your orders:

Payment

Massy Stores (SLU) Ltd. is a VAT registered company.

The minimum order amount is XCD $200.00.

Although your estimated total is displayed in the currency selected, your card will be charged in Eastern Caribbean dollars taking into consideration the exchange rate at the time of purchase.

We only accept online payment with Credit or Debit card.

Curbside Pickup

After you’ve checked out, you will receive an e-mail confirmation of your order.

  1. Once you receive the e-mail you can let us know you are on the way by clicking you are on the way.

Rodney Bay

  1. When you arrive at the designated date/time, please call us at +1 758 457 2210 and our representative will be out to greet you with your order.
  2. We will then verify your identity and proceed to  load the groceries in the trunk of your vehicle.

Curbside is free.

Checking in before your arrival will help us prepare your order faster.

When it’s time to pick up your order, please follow these steps:

  1. Navigate to the e-mail indicating your order is ready for collection.
  2. At the bottom of the e-mail, click the link that says let us know that you are on the way.
  3. Follow the signage to the designated pick up area.

At present, Curbside is only available at Massy Stores Rodney Bay

You’ll be asked to provide a valid government issued ID and the order number during the Curbside process at the store.

We offer same day curbside pickup once the order is placed before 12pm on the day of collection.

Our curbside pickup service  is available Monday through Saturday from 10:00am to 7:00pm and Sunday 10:00am to 5:00pm.

Please note that these times are subject to change due to Covid-19 protocols.

Item & Delivery Queries

We’re really sorry to hear you need to make a complaint. If you have a complaint about a service or product you’ve received, we want to know. The quickest way to get in touch is to give us a call and a member of our team will be happy to help:

Massy Stores St Lucia                                              1 758 457 2000

Speaking to a member of our team on the phone is the quickest way to get in touch about your complaint.

If you prefer, you may also contact us via email at [email protected].

Upon check-out, you can select how you would like your groceries to be bagged.

If you have any missing items, and no substitute has been provided, contact us and we’ll be happy to help.

Please contact us if you have items in your Grocery Delivery that are:

  • Missing
  • Short in their ‘use by’ date
  • Damaged

Notification of goods falling into the above categories will only be accepted within 24 hours of your delivery.

If you are not happy with our substitutions, please contact the Customer Care Team at your delivery store within 24 hours of your delivery. The item(s) will need to be returned, in their original condition, to your nearest Massy Stores within 48 hours of your delivery.

Massy Stores outsources our delivery to a trusted partner and therefore we unable to accept returns at the point of delivery.

Massy Stores reserves the right to refuse returned items that are not in a suitable condition.

If an item is damaged, please contact our eCommerce Team to notify them of the damaged items. Our team will arrange to have the items replaced or refunded as necessary. You can also return the damaged item(s) to your nearest Massy Stores St Lucia branch accompanied by a copy of your order/receipt.

Notification of goods received damaged will only be accepted within 24 hours of your delivery.

If you have a credit/debit statement showing the transaction, this can be used as proof of purchase. Alternatively, the store may also be able to provide a duplicate receipt if you can provide the date and time of transaction.

Refunds for transactions may take 7-10 days (excluding weekends and bank holidays).

If you have any problems with a refund please do not hesitate to contact our Customer Care Team. Direct contact with your card provider may also help you find out the status of your refund.

In some instances, all products may not be offered for online purchase. If you do not see a product that you would like to purchase on our website please indicate this during check-out in the additional comments field.

We currently deliver to the north of the island as follows:

Zone A XCD$30.00: Cap Estate, Monchy Proper and to Choc.

Zone B XCD$35.00: Choc, Corinth, Grande Rivere to Union to Bexon.

Zone C XCD$45.00: Other – Babonneau, Dauphin.

Upon check-out, please select your location and the estimated delivery charge will be displayed.

Our grocery delivery service is available Monday through Saturday from 10:00am to 7:00pm.

  • We do not deliver on Sundays.
  • We do not deliver on Public Holidays.

Please note that these times are subject to change due to Covid-19 protocols.

We have established a partnership with Quick Delivery SLU. Quick Delivery SLU deliveries groceries on behalf of Massy Stores St. Lucia.

We do not provide service outside of St. Lucia at this time.

At the moment, we offer delivery in select areas across the island:

Zone A XCD$30.00: Cap Estate, Monchy Proper and to Choc.

Zone B XCD$35.00: Choc, Corinth, Grande Rivere to Union to Bexon.

Zone C XCD$45.00: Other – Babonneau, Dauphin.

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