Checkout

Paying for your shopping

How much does delivery and collection cost?
How can I pay?
When does my account get debited?
How much will I be charged?
Store your payment details
Make changes to your payment details
Credit/debit card safety
Payment arrangement for collection customers
How do I know the system is secure?
Verified by Visa and MasterCard® SecureCode™

Need more help?
If you are experiencing any issues with the site and would like more help, please contact our Customer Sales & Support team.

How much does delivery and collection cost?

This is a free service. You will not be charged for your shopping to be picked, packed and delivered. In branch collection is also free.

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How can I pay?

All major credit and debit cards are accepted including Maestro UK (not International), Visa Credit, Visa Debit, American Express, MasterCard, Solo, Waitrose and John Lewis Account Cards and, of course, the Partnership Card.

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When does my account get debited?

We do not take payment for your order until the entire order has been picked. This is usually the day of delivery or collection, except for early morning deliveries or collections when we will take payment the day before.

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How much will I be charged?

Prices quoted are always estimated for the reasons listed below, but you will always be charged the in-store price on the day of delivery or collection. You have the right to return any product with the driver or directly to the branch if you have any issues with the price(s) charged and we will refund the amount that you have been charged for that product.

• Prices and the availability of special offers may vary for future dated deliveries and collections.
• All special offer discounts, such as Mixed Case Wine Offer and Multivalue Offers, will be deducted in-store.
• Where Multivalue Offers apply to a set of differently priced items, the saving or free items applies to the cheapest item.
• The unit price for products that are weighed and displayed on the site are calculated on drained weight where applicable.
• Weighed items such as fruit may vary in weight from that ordered.
• Where an item is unavailable and you have indicated that you will accept substitutions an alternative will be supplied that may affect the price that you pay. Upon delivery or collection you will be made aware of items that have been substituted. You have the right to reject any substitute offered and we will refund the amount that you have been charged for that product.
• You may receive a ‘reduced to clear’ product if no other stock is available. You will not be charged for this item.
• The prices stated on the site are inclusive of VAT.

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Store your payment details

To store your payment details click on My Account in the top menu, then:

1. Click on Payment Details & Billing Information, under the My Details section.
2. Enter your card details and click on Save
3. Next, enter your postcode and click on Find Address
4. Select your address from list
5. Next, enter your name and phone number to complete the fields
6. Click on Save. Your new payment details will now be saved in your account.

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Make changes to your payment details

To change your payment details click on My Account in the top menu and then click on Payment Details & Billing Information.

• To delete a card so that it is not saved in your account click on Delete next to your existing card details. Your card will now be deleted from your account.
• To enter a new card simply complete the form and click on Save. Your new card details will automatically replace your previous card.
• To edit your billing address click on Edit, then simply update your details and click on Save. Your new billing address will now be saved in your account.

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Credit/debit card safety

We take every step to ensure that your credit/debit card details are safe.

Waitrose online uses Secure Sockets Layer (SSL) technology to encrypt your details as they are transmitted to us. This prevents anyone from eavesdropping on your shopping session and keeps your card and personal details private.

You have the option of storing your card details with us, so that there is no need to type your details in every time you shop on the site. We only ever show the last four digits of your card number on our public Internet site and, of course, this information can only be viewed by you.

If you do not wish to store your card details with us, they can be entered each time you place an order.

Your payment details are held in a secure encrypted server that is not accessible from the Internet. Access to this data is also secured internally within Waitrose and all card numbers are encrypted using a highly secure system that financial and banking institutions rely on, called Triple DES (Data Encryption Standard). If you have chosen not to store your card details for future use, we delete your payment information seven days after you have received your order. We hold on to it for this length of time to allow for adjustments to the charge to be made for refunds or rejected items

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Payment arrangement for collection customers

We won’t take payments from your card until your order is packed and goes through the checkout in branch. All customers collecting shopping will be asked to provide identification for the person who is paying for the shopping. The identification must match the cardholder name shown in the payment details on the checkout page. The card will not be required.

If your payment details are saved on the site, please update your payment details through the 'My Details' section of the website whenever they change.

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How do I know the system is secure?

Waitrose uses the latest technology to protect your credit and debit card details, and does not release personal information to any other companies outside the John Lewis Partnership.

Waitrose uses the most up-to-date version of the Secure Sockets Layer (SSL) protocol to protect all the personal information you provide. This means that your information is encrypted and scrambled while in transit and cannot be read by anyone else.

You can choose for your credit card number to be stored on our secure database, so that you do not need to enter this information again for future orders. This database is not accessible from the internet.

By using these security methods, other visitors to the site are prevented from accessing or viewing your personal information at all times.

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Verified by Visa and MasterCard® SecureCode™

To give you even more confidence in shopping online with Waitrose, we’ve introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account security against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:

Visit the Verified by Visa website  (Link opens in a new window)

Visit the MasterCard® SecureCode™ website  (Link opens in a new window)

Once you've registered and created your own private password with your bank, you will be automatically prompted at checkout to provide this password each time you make a purchase online.

If you’re paying for an order with gift vouchers and/or an incentive code and the total of these exceed the Estimated Cost of your order then Verified by Visa or Mastercard® SecureCode™ authentication may take place for a £1 transaction amount. You will not be charged £1. This happens so that a refund can be made to your card if your actual order cost is less than the gift voucher(s) or your card can be charged if the actual amount of your order exceeds the gift voucher(s) and/or incentive code amount.

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Gift vouchers

Using gift vouchers online
Cancelling an order that uses gift vouchers

Need more help?
If you are experiencing any issues with the site and would like more help, please contact our Customer Sales & Support team.

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Using gift vouchers online

John Lewis and partnership card gift vouchers can be used online with Waitrose.com

To use a gift voucher as payment /part payment for an order:

Complete your shopping, and click on ‘Checkout’ in your Trolley Summary
This will take you to the Checkout page.

1. Under the ‘Payment by Gift Voucher’ heading on this page
2. Enter the 10 digit serial number of your voucher in the ‘serial number’ text box
   You will find this number on the voucher.
3. Enter the 7 digit security code in the ‘security code’ text box
   Scratch off the panel on your voucher to reveal the code beneath.
   Please note: Once this panel has been scratched off, the voucher will not be valid in branches.
4. To add another voucher just click on “Add another voucher’ and repeat the steps above.
5. You can use up to 10 gift vouchers per order.
6. Once your voucher details have been entered, click on ‘complete checkout’ at the bottom of the page
7. Your voucher will be validated and redeemed against your order
   Your Order Confirmation will display the amount paid for by your voucher, against the total cost of your order.

PLEASE NOTE: Once a voucher has been redeemed, it cannot be used again.
If the value of the gift voucher is greater than the cost of the total order, the difference will be credited back to the customer’s payment card.

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Cancelling an order that uses gift vouchers

If you cancel an order that you paid for in whole or in part by gift voucher(s), then a refund in gift vouchers, to the equivalent value, will be posted to you.

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Order confirmation

Once you have checked out your order an order confirmation page will appear. This page confirms that your order has been placed and allows you to print a copy of your order. To view a summary of your current order click on ‘my Account’ in the top menu, then click on ‘Current orders’ under the ‘My Shopping’ menu.

Print a copy of your order
Can I change or cancel an order once I have checked out?
Cancel an order
Logout from the site

Need more help?
If you are experiencing any issues with the site and would like more help, please contact our Customer Sales & Support team.

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Print a copy of your order

You may want to keep a copy of the order confirmation page for your records.

To print a copy of your order details:

• Click on ‘my Account’ in the top menu, then click on ‘Current orders’ under the ‘My Shopping’ menu. Select an order to preview, then click the print button to print the confirmation.
  A print dialog box will appear, which will allow you to print the order details on your own printer.

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Can I change or cancel an order once I have checked out?

You can change your order up until 11.45am the day before your delivery or collection date. Click on My Account in the top menu, and then on Current Orders to change the order, cancel it, or change the delivery/collection time.

To change the contents of your order, go to your Open Orders and simply click on the Order Number then click on Edit Order.

The contents of your order will be added to your trolley, you will then have up to 2 hours to edit and check out the revised order.

• If you want to delete a product tick the box next to it on the left hand side and click on Save Changes. The product will now be deleted from your order.
• To change the quantity of a product click the +/– button and then click on Save Changes. The new quantities will be added to your order.
• To add a product click on Continue Shopping to shop in the normal way then click on Checkout and continue through the Checkout process. Your new products will be added to your existing order.

To change the delivery/collection time, go to your Open Orders and simply click on your existing delivery slot and then select a new slot. You do not need to save this as it will automatically update and your shopping will be delivered at your new time.

To cancel your order, go to you Open Orders and click on the order number, select Cancel Order then Yes to confirm. Your order will now be cancelled.

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Cancel an order

You may cancel any order that has not passed its cut-off point - this is 11.45am on the day before your delivery/collection is due.

To cancel your order click on My Account in the top menu, and then click on Current Orders. Click on the order number, select Cancel Order then Yes to confirm. Your order will now be cancelled.

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Logout from the site

When you’ve finished shopping, sign out of the site, especially if you are using a computer other people can access.

To logout of the site:

1. Click on the ‘Logout’ button at the top of the page
   You will be automatically logged out of the site and will need to login when you want to start shopping again.

Note: If you accidentally sign out you can easily sign in again.

To login:

1. Click on either the Login or My Account heading that appears at the top of every page.  A Login box will appear on the next page.
2. Enter your email address. This should be the email address that you used when you registered with us. (This is not case-sensitive).
   Example: acustomer@waitrose.com
3. Enter your password.
4. Click on the Login button next to the password box
   If you’ve entered your email address and password correctly, the Waitrose shop will appear.
5. If you can't remember your password, click on Forgotten your login details? on the top right of the Login box. Then enter your email address in the box that appears and click on the Submit button. (You will be sent an email with a unique code to reset your password with. Retrieve the code from your email inbox and return to the site to enter your code. You will now be required to reset a new password.)

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