Delivery

Delivery

How will my groceries be delivered?
Welsh carrier bag charge
Replacements and substitutes
Book a slot before you shop
Book your ideal time slot
What if I’m not in when you deliver?
Can I change or cancel an order once I have checked out?
Change the date and time of your delivery or collection
Alternative delivery address
What if I am not happy with my shopping?

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 will my groceries be delivered?

In English and Scottish stores, all your shopping will be carefully packed into separate and easily identifiable bags (depending on whether they are dry, chilled or frozen items), and put into protective crates. In Wales, you will be able to choose whether you receive carrier bags or not (see the Welsh carrier bag charge section for more details). Your groceries will then be delivered in special chilled vans with freezer boxes to ensure that your chilled foods arrive chilled, your frozen foods arrive frozen and your dry goods also arrive in perfect condition.

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Welsh carrier bag charge

As of the middle of October 2011, all your online orders will be delivered in removable crates, rather than carrier bags. We've made this change in accordance with legislation recently passed by the Welsh Assembly, which aims to:

• Prevent waste
• Cut down on the use of resources
• Encourage people to move away from throwaway consumption
• Improve the local environment by reducing high-visibility litter

Still keen to receive bags?

You can still choose to have your shopping delivered in carrier bags, however this legislation requires us to charge a minimum of 5p for each bag used. Simply select this option when you reach the checkout and we will amend your order according to the value of your shopping. This charge will be donated to charity. Please note if you are purchasing smaller, high value items, we would recommend bagless delivery or collection to avoid being charged for unused bags.

We’re here to help

This new legislation fits with the Waitrose Way philosophy of 'treading lightly' and as such we are pleased to provide bagless delivery for all online orders, without compromising on service. Your delivery driver will still help you to unpack your order should you wish, before taking the crates away with them.

Don’t forget…

You’ll need to bring your own bags into the branch if you’d like to use our Shop Online, You Collect and Shop in Branch, We Deliver services and don’t wish to pay for bags. Standard Waitrose carrier bags will be charged at a minimum of 5p per bag, while our environmentally friendly bags for life are available at a cost of 10p each.

More information on the carrier bag charge

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Replacements and substitutes

We make every effort to ensure all products are in stock. However, if an item you require is not available, you can request a similar substitute product.

If a substitution is made, you will always be charged the lower of the two prices (excluding weighed items), but if it's not what you want you can refuse it.

You can set your substitution preferences globally, that is for all the items in your trolley. Or you can set them for individual items as you shop.

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Book a slot before you shop

Although you can start shopping without booking a slot, it makes sense to book a slot first because:

• You might finish shopping, only to find we’re unable to prepare your shopping for delivery/collection when you need it, or in time for a particular event.
• There may be special offers and promotions that are only valid on a specific date, and may not be valid at a later date.
• You’ll be able to see all the products available at your delivery/collection branch.

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Book your ideal time slot

To book a delivery or collection time before, during or when you’ve finished shopping, simply:

• Click on the Pick a time slot button above your Trolley.
• A calendar for the week will appear showing times available each day.
• Select your ideal delivery or collection day and time by clicking on the appropriate button
• Your delivery/collection time slot will appear under your Order Details.
• This slot will be reserved for a 2 hours until you checkout.

Important: If you select a delivery time before 9am, service counter lines, newspapers and other products with a one-day shelf life cannot be delivered to you.  

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What if I’m not in when you deliver?

If no one is available to accept and sign for your delivery, a card will be left by our driver asking you to contact Waitrose Customer Sales & Support at your earliest convenience to arrange an alternative delivery time. A re-delivery fee of £5 will be charged. If you fail to rearrange delivery, your order will be cancelled.

If Waitrose delivers outside the specified delivery period and no one is available to accept the goods, a card will be left asking you to contact Waitrose Customer Sales & Support. There will be no charge for the rearranged delivery.

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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.

• 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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Change the date and time of your delivery or collection

You can change your order up until 11.45am on the day before your delivery or collection date.

To change the delivery/collection time, click on My Account in the top menu then 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.

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Alternative delivery address

To add a new delivery address to your account:

1. Login to your account.
2. Click on ‘My Addresses’ in the ‘My Details’ section.
3. Click on the ‘Add a new address’ button.
4. Type in a name for your new address Example: Dave’s flat
5. Type in the full UK postcode.
6. Select the address from the list that appears or enter the address manually.
7. Enter your name and phone number.
8. Click ‘Save’.

Tip: Your ‘default address’ is your regular delivery address, you can change it at any time by clicking ‘Make this my default delivery address’. But remember to check your address details each time you shop if you want your shopping delivered to a different address.

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What if I am not happy with my shopping?

If we have substituted any items in your order that you are not satisfied with, our delivery driver will take them away and ensure that your account is credited accordingly.

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