Question 1

Do you have charging points for electric vehicles?

Accepted Answer

Of course! You will find them in the Differdange car park (level -1 and -2) and in the Cloche d'Or car park (level -2).

Question 2

Is the shop accessible by people with reduced mobility?

Accepted Answer

All our stores are equipped with lifts and reserved parking places for people with reduced mobility.

Question 3

How much does it cost to use the car park?

Accepted Answer

All our clients can park for free for 3 hours in Auchan Kirchberg and Auchan Cloche d'Or and 2 hours in Auchan Opkorn!

Question 4

How do I get to your store using public transport?

Accepted Answer

All our stores are accessible by bus, cycle and tram or train. For more information go to your store page.

Question 5

Do you have any smartphone mobile application?

Accepted Answer

Of course there is! Our mobile application Auchan Luxembourg mobile app allows you to do your shopping online, consult our catalogues and current offers, or even find the closest store. To know more, click here!

Question 6

I have a tablet, do you have a compatible app?

Accepted Answer

Our app is also available for tablets but the display is not optimal yet. We advise you to connect through our website auchandrive.lu for the moment.

Question 7

How can I retrieve my shopping list after a failed payment?

Accepted Answer

Your payment has been cancelled and you would like to retrieve your shopping list? To do so, proceed as follows: 

1. Go to your account and click on "Order history and details".
2. On the Right of your canceled order, click on "Details create a list". 
3. Click on the list you've created.
4. Click on "Add list to cart".

Question 8

How do I return articles taken on deposit, or my crates?

Accepted Answer

When you collect your order, just return the articles taken on deposit and/or the crates to the delivery person. If you paid at the pickup point, your Waaoh!!! account will be credited automatically and you will receive a confirmation email. If you paid online, the cost of the deposit for the returned articles will be adjusted against your bill.

Question 9

How do I add an item to or delete an item from a confirmed order?

Accepted Answer

To add an item, just place a second order and select the same day and same time as the first for the pickup. You can collect both the orders together.  
To delete an item, you just need to return it to the delivery person when you collect your order. The amount will be directly refunded to your Waaoh!!! account within 48 hours.

Question 10

I am late for my pick up. What should I do?

Accepted Answer

No need to panic! We will take care of everything and will keep your order until the following day.

Our Customer Service will contact you to remind you your order is waiting. We will also check the use by dates for the fresh and ultra fresh items.

Please note that from April 2, 2019, every order that hasn't been picked up within 2 days after the scheduled pick-up date will be charged 10€.

Question 11

Why are certain items unavailable?

Accepted Answer

Only stocked products at our Drive are available for sale. Despite our best efforts, some products may be unavailable. Do contact us:

1. Write to us using the form: https://www.auchandrive.lu/drive/client/contact/poserunequestion
2. Call us on: (+352) 26 75 00 80 00
3. You can also connect with us on social media: Facebook and Instagram

Question 12

A product does not correspond to my expectations, what should I do?

Accepted Answer

You are not satisfied with a product you ordered. You can use any of the three methods below to inform us:

1. Contact us using the following form: https://www.auchandrive.lu/drive/client/contact/porterunereclamation
2. Call us on: (+352) 26 75 00 80 00
3. You can also connect with us on social media: Facebook and Instagram

Question 13

We do not carry a product you like and you would like to suggest we add it to our range? Let us know!

Accepted Answer

You can use the three methods below to inform us:

1. Contact us using the following form: https://www.auchandrive.lu/drive/client/contact/faireunesuggestion
2. Call us on: (+352) 26 75 00 80 00
3. You can also connect with us on social media: Facebook and Instagram

Question 14

One or several items are missing from my order. What should I do?

Accepted Answer

Your delivery does not correspond to the order you placed, we truly apologize.
There are two possibilities:
- You have been billed for a missing item: it is our mistake. Contact our Customer Service and we will credit the cost of the item to your Waaoh!!! account within 48 hours.
- An item you have ordered is no longer in stock: you have not been billed for it.

Question 15

What methods of payment are accepted at the Drive?

Accepted Answer

You can pay your Auchan Drive purchase online by bank payment card, or at the pickup point when you collect your shopping.  We accept all types of EMV cards:  V-Pay, Visa, Maestro, MasterCard and American Express. For security reasons, you just have to pay for your first order at the pickup point.

Question 16

I am unable to pay online, what is the problem?

Accepted Answer

Is it your first order? To protect your bank data, we ask you to make your first payment at the terminal at the pickup point, when you collect your shopping. It has been 6 months you have not shopped online with Auchan Drive? The online payment facility will be reactivated after you have made a payment at the terminal at the pickup point.

If it is not your first order and your bank payment card is already registered, the problem comes from the SafePay secure payment system, not connecting properly: we truly apologize. But no worries, it is pretty easy to solve this problem! Just delete your card, and then register your online payment method again. If the problem persists, contact your bank for further information.

Question 17

Does Auchan Drive accept Tickets Restaurant?

Accepted Answer

Unfortunately, we do not yet accept payment by Ticket Restaurant at the Drive. However,  feel free to use them to pay in store!

Question 18

I chose the wrong Drive, how do I change it?

Accepted Answer

To change your pick up Drive for your order contact our Customer Service, they will cancel your order for you. To place a new order and choose the Drive that suits you better, go to your order history in ‘my account’ ‘my orders’. Just click on ‘order all again’ and it is done!

Question 19

What do I need to collect my first order?

Accepted Answer

It is easy! Bring your client number (you will find it at your ‘My Account’ space, or on the email confirming your order) and that is it!

Question 20

How do I change my order pickup date or time?

Accepted Answer

To change your order pickup date or time, you just have to contact our Customer Service to find a new time slot.

Question 21

How do I cancel my order?

Accepted Answer

To cancel your order, contact our Customer Service, they will do it for you! Please note that from April 2, 2019, every order that hasn't been picked up within 2 days after the scheduled pick-up date will be charged €10.

Question 22

How can I know the use-by dates of the products that will be delivered?

Accepted Answer

Our commitment is to deliver products that respect the following use-by dates:
- 30 days for groceries (except bread: 4 days), UHT milk and frozen products.
- 9 days for eggs
- 6 days for yoghurt, dairy products and pastries
- 6 days for cold cuts, ready cooked dishes, cheese, butter and salted seafood.
- 3 days for our delicatessen products
- 2 days for meat, poultry, fish, mousses containing fresh eggs and fresh milk.

Question 23

How do I obtain a bill for my order?

Accepted Answer

You just have to show your receipt to the Customer Service or at the Welcome desk team at the Drive. We will send it to you by email as soon as it is ready!

Question 24

Where can I buy an Auchan gift card?

Accepted Answer

You can buy a gift card when proceeding to checkout or at the welcome desk of your store. Gift cards can be found on the displays at the entrance of the checkout. Looking for assistance? Ask one of our hostesses!

Question 25

Do Auchan gift cards expire?

Accepted Answer

Gift cards are valid up to the 24 months that follow the purchasing date (see the validity period of the card's back). Gift cards can be used at once or in several times within the limit of their current balance. Gift cards are neither refundable nor exchangeable.

Question 26

How do I use my gift card?

Accepted Answer

It’s absolutely easy! Gift cards work just like your credit/debit card: insert it into the payment terminal and confirm the amount to be paid.

For regular checkout, just indicate to the hostess the amount available on your gift card that you would like to use.

Question 27

How can I check the remaining balance of my gift card?

Accepted Answer

You can check the remaining balance of your gift card at the welcome desk of your Auchan store.

Question 28

Comment obtenir une facture pour mon achat en magasin ?

Accepted Answer

Muni de votre ticket de caisse, vous pouvez demander une facture auprès de l'accueil magasin jusqu'à 3 mois après votre passage en caisse.

Question 29

My account is blocked, what should I do?

Accepted Answer

To ensure the safety of your data, we block all access to your client account after 5 wrong attempts to connect. To unblock your account, click on ‘Forgotten password’, then enter your email address and follow the instructions to reset your password. All payment information related to your client account will be automatically deleted, to ensure the security of your data.

Question 30

How do I reset my password?

Accepted Answer

Forgotten your password? No worries! You can reset it by clicking on the link ‘Forgotten password?’ on the auchandrive.lu page that connects you to your account. For security reasons, all bank details you have saved will be deleted.

Question 31

How do I delete my Auchan account?

Accepted Answer

We are sorry to hear you want to leave us… Can our Customer Service help in any way? Send us your request using the online contact form. Once your account is deleted, the action cannot be reversed, and the euros left in your account will be deleted.

Question 32

How do I create an Auchan client account?

Accepted Answer

You can create your account by going to our website or on our mobile app. Need help? Go to the Welcome desk at your shop or your Drive, our team will assist you.

Question 33

I notice a price difference on the article I scanned. What should I do?

Accepted Answer

The price displayed after scanning an item is the price to be paid at the checkout. A question? Looking for assistance? Please ask our staff member at any time for help!

Question 34

What do I need to use the Easy Scan service?

Accepted Answer

The Easy Scan service is available free of charge on the Auchan Luxembourg mobile app. The service can only be used by the members of the loyalty programme.

A WiFi or cellular connection is required to use the Easy Scan service. Your mobile is not compatible? No worry, you can get a scanning device at the entrance of your store!

Question 35

How to do my shopping with the Easy Scan service?

Accepted Answer

To start a Seflscan session, simply scan your Auchan Luxembourg loyalty card then tap Start scanning or press the button under the screen of the scanning device.

You can start scanning the products that you want to buy to add or remove them from your basket. Once you are done shopping, tap Go to the checkout or drop the scanning device onto the base of an Easy Scan cash register.

Question 36

How to go to the checkout once my shopping is over?

Accepted Answer

Done shopping? Tap Go to the checkout or plug the scanning device to an Easy Scan cash register. Once at the checkout, scan your Auchan Luxembourg loyalty card and follow the instructions on the screen.

Looking for assistance? Please ask our staff member for help!

Question 37

How do I get an Auchan Luxembourg loyalty card?

Accepted Answer

You can get for free an Auchan Luxembourg loyalty card at the welcome desk of your store. All you have to do is to fill in the registration form before getting your loyalty card from one of our hostesses.

Question 38

How to enable the location service on my phone?

Accepted Answer

On iOS, open the application Settings > App Auchan > Location and select While using the App.

On Android, open the Settings app> Apps> Auchan> Authorisation and activate your location

Question 39

How to enable the access to the camera of my phone?

Accepted Answer

On iOS, open the application Settings > Application Auchan then toggle on Camera.

On Android, open the Settings app > Applications > Auchan> Permissions and activate camera

Question 40

Can I use my Auchan Luxembourg loyalty card at MyAuchan stores?

Accepted Answer

The Auchan Luxembourg loyalty card is only valid in your Auchan stores in Kirchberg, Cloche d'Or and Opkorn. However, you would be able to enjoy your loyalty benefits in MyAuchan stores later. Still a little patience :-)

Question 41

How can I use my loyalty reward in shop ?

Accepted Answer

Show your Auchan card at the checkout to earn euros or have your savings deducted from your shopping bill.

Question 42

How do I use my loyalty benefits Auchan Drive ?

Accepted Answer

You can spend your savings when you pay for your order online at auchandrive.lu. Enter the amount you want to use, then click on ‘deduct from my order’. If you prefer to pay when you collect your shopping, the loyalty savings will be deducted at that time.

Question 43

What are the advantages of an Auchan Luxembourg loyalty card?

Accepted Answer

Our loyalty programme allows you to enjoy exceptional benefits and accumulate euros on your card.

With your Auchan card you can earn and accumulate:
- a credit of up to 50 % on indicated products in-store and online
- a credit of 10 % every Tuesday on any food products from our Auchan brand.
- a credit of 5 % all other days of the week on any food products from our Auchan brand.

We also regularly invite our customers with a loyalty card to exclusive events, VIP parties and private sales. Take advantage of our Easy Scan and Leave & Go services, reserved for cardholders, to do your shopping with peace of mind.

To fully enjoy all the benefits of the loyalty programme, remember to keep the information that your account up to date!

Question 44

What kind of Waooh!!! rewards do I get?

Accepted Answer

Thanks to your Waaoh!!! account, you can earn and collect a credit of up to 10 % on your client card on Tuesdays and 5% on all the other day of the week, on any products from our Auchan brand, and earn extra euros by buying products indicated by the Waaoh!!! sign, regardless of the brand!

Question 45

Where can I check the balance in my Drive Waaoh!!! account?

Accepted Answer

You can check the balance in your Drive Waaoh!!! account at any time, on your loyalty space. You can access it easily by connecting to your client account from our website or mobile application.

Question 46

Where do I check the balance on my Auchan Luxembourg loyalty card?

Accepted Answer

The balance of your Auchan loyalty savings is shown at the bottom of your last receipt.

Question 47

How do I collect my Drive Waaoh!!! loyalty rewards?

Accepted Answer

You automatically become a member of our loyalty program: you just have to create a client account at auchandrive.lu and you will automatically enjoy all our rewards.

Question 48

How do I get promotion codes or discount coupons?

Accepted Answer

To enjoy all our rewards, sign up for our newsletter on our auchan.lu site! You will receive all our special offers by email or SMS, whichever you prefer. Want to make sure you do not miss anything? Follow us on our Facebook page and our Instagram account!

Question 49

How do I get an Auchan Luxembourg loyalty card?

Accepted Answer

Go to the welcome desk of your Auchan store to create your loyalty account on a dedicated terminal.

A hostess will give you your ready-to-use loyalty card and will guide you to complete the membership form.

Question 50

Who should I ask to open a personal finance account?

Accepted Answer