Waitrose Delivery Service
These Terms and Conditions are governed by Guernsey law and are subject to the exclusive jurisdiction of the Guernsey courts
Welcome to the Waitrose Delivery Service terms and conditions (the “Terms and Conditions”). The Waitrose Delivery Service (the “Service”) is provided by Waitrose (Guernsey) Limited ("we," "us" or "our").
These Terms and Conditions apply to the use of the Service and by requesting a delivery you agree to be bound by the Terms and Conditions set out below. If you do not agree to be bound by these Terms and Conditions, we will be unable to provide the Service to you.
Any questions regarding these Terms and Conditions or subsequent issues should be directed to:
Waitrose Customer Care Team
Waitrose (Guernsey) Limited
c/o Doncastle Road
Southern Industrial Area
Bracknell RG12 8YA
Telephone: 0800 188 884
Fax: 01344 824 978
Waitrose (Guernsey) Limited
St. Julian’s Avenue
St Peter Port
Unless stated to the contrary, the Service is supplied by Waitrose (Guernsey) Limited.
The Service is provided strictly in accordance with these Terms and Conditions. Please read them carefully and keep a copy for your reference.
These Terms and Conditions apply to your delivery request. However, we may change our terms and conditions at any time, so please do not assume that the same terms and conditions will apply to future delivery requests.
Nothing in these Terms and Conditions will reduce your statutory rights relating to the Service. For further information about your statutory rights, we recommend you contact the Trading Standards Service or the Citizens Advice Bureau in Guernsey.
The Service is generally available to all our customers who purchase goods from us in-store at any of our Guernsey branches. However, to comply with licensing and other relevant legislation, the Service is only available to those aged 18 years or over. We may decline to provide the Service at our sole discretion.
You will be required to register for the Service. By registering for and requesting the Service, you agree to these Terms and Conditions and in particular you agree that:
- The personal information you provide when you register is true, accurate, current and complete in all respects;
- you will notify us immediately of any changes to the personal information supplied to us by contacting Waitrose Customer Service; and
- You will not impersonate any other person or entity or use a false name or a name that you are not authorised to use.
We will treat all your personal information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep your details on a secure server and we will fully comply with all applicable data protection and consumer legislation in place from time to time.
When you register for and request the Service, we will ask you to provide, and we will collect, personal information from you. This will include your name, delivery address, telephone number and a form of identification acceptable to us, and other relevant information.
We confirm that any personal information that you provide to us (or which is available on public registers) and any other information, from which we can identify you, will be held in accordance with our notification to the Office of the Data Protection Commissioner in Guernsey. We will use your information only for the following purposes providing the Service;
- Statistical purposes to improve our goods / services to you; and/or;
- Mailing, marketing and other promotional purposes, including notifying you of products or special offers that may be of interest to you (unless you tell us that you do not want to be notified of these).
You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing.
Your personal information may be disclosed to other businesses within the John Lewis Partnership and to reputable third parties who may help to provide the Service. Waitrose and John Lewis require all such third parties to treat your personal information as fully confidential and to comply fully with all applicable data protection and consumer legislation from time to time in place. We will not release your personal information to any company outside of the John Lewis Partnership for mailing or marketing purposes.
You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information, we are entitled do so.
We reserve the right to:
- Modify or withdraw, temporarily or permanently, the Service (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Service; and/or
- Change the Terms and Conditions from time to time, and your continued use of the Service (or any part thereof) following such change shall be deemed your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed. If you do not agree to any change to the Terms and Conditions then you must immediately stop using the Service.
Requests for the Service can be made:
- By calling Waitrose Customer Service using the telephone number provided above; or
- In-store at one of your local branches in Guernsey.
The technical steps required to create the Service contract between you and us are as follows:
- You register for and request the Service by phoning Waitrose Customer Service or visiting the Welcome Desk at your local branch;
- We will acknowledge your Service request and may, in our sole discretion, accept it by agreeing a delivery time and location with you and accepting your payment for the Service (see “Charges” below).
Non-acceptance of your request for the Service is in our sole discretion but may, for example, be as a result of you not meeting the eligibility criteria set out in these Terms & Conditions.
The contract will be concluded in English.
The details of your specific Service contract will not necessarily be filed by us. If you do require any information regarding delivery requests you have placed with us, please write to Waitrose Customer Service at the address set out above.
Shopping must be completed at least one hour before your selected delivery time.
Please make the cashier aware that you are a Waitrose Delivery Service customer before they process your shopping.
Goods may be delivered either on the day of purchase (subject to the delivery period being available) or during an agreed delivery period the following day. Under no circumstances will goods be accepted for delivery more than one day in advance of the agreed delivery time.
Goods will always be delivered to your registered delivery address unless, when booking, you give an alternative delivery address.
If you book a Waitrose Delivery slot in advance and then fail to use it, you may not be able to use the Waitrose Delivery Service again.
Hot food is excluded from the Service.
Food that should be consumed on the day of purchase must be delivered on the same day. If a delivery is to be made on any other day, you must take these items with you.
We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw the Service to you if you are repeatedly unavailable to take delivery of your shopping at your chosen slot time or in other exceptional circumstances. The Service is not available on days when the Waitrose store supplying the Service is closed.
Goods must be signed for at the delivery address (or upon collection) by you, or by your nominated representative who must be aged 18 or above. Under no circumstances will goods be left unattended, for example in a garage, or with anybody below the age of 18. Drivers will request proof of age if the customer appears to be 21 years of age or younger. If proof of age is requested, the customer may present formally recognised forms of identification. This policy ensures compliance with all age restricted sales legislation.
Under the Liquor Licensing Ordnance, 2006, it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor [in licensed premises], subject to a maximum fine on conviction of £5,000.
We are committed to upholding both our legal and social obligations as a retailer of intoxicating liquor. In order to achieve this, we have introduced a number of control checks throughout the purchase and physical distribution process (e.g. confirming your date of birth and requesting formal identification of anyone who we consider to be younger than 18 and on completion of delivery the signature of a person over 18 years of age).
In accepting these Terms and Conditions, you agree to provide us with truthful and accurate information and act in accordance with the Liquor Licensing Ordnance, 2006.
In the unfortunate situation that no one is available to accept and sign for your delivery during your agreed delivery period, a card will be left by our driver asking you to contact Waitrose Customer Service at your earliest convenience to arrange an alternative delivery time. A re-delivery fee of £5 will be charged in these circumstances.
If we attempt to deliver outside the agreed delivery period and no one is available to accept and sign for your delivery, a card will similarly be left asking you to contact Waitrose Customer Service to arrange an alternative delivery time. However, there will be no charge for the rearranged delivery in these circumstances.
In any event, in the case of failed delivery, you may alternatively contact Waitrose Customer Service and notify them that you will collect your goods from the Waitrose branch from which they were purchased. Goods are available for collection during standard Waitrose branch trading hours in Guernsey.
If you have not contacted us to rearrange delivery or collection within 24 hours of your original delivery time, we will use our reasonable discretion in relation to the goods you have purchased. This may include us refunding the cost of your purchases (excluding the cost of perishable items and the delivery charge) if we hold appropriate payment details for you.
Each delivery of goods totalling £50 or more will be subject to a delivery charge of £3.
Each delivery of goods totalling less than £50 will be subject to a delivery charge of £5.
In addition, the redelivery charges noted above may apply.