FAQs

Here we answer the some of the questions we regularly receive from our customers.

If, after checking the guides, help and FAQs here you have an unanswered question or are experiencing any issues, please contact our Customer Sales & Support team.

FAQs about delivery

Do you deliver in my area?
How much does delivery and collection cost?
I live in Wales, how does the new carrier bag charge apply?

Do you deliver in my area?
To find out which shopping services are available in your area and start shopping, Register or Login and check your postcode.

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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. All we ask is that you spend £50 or more on your order. In branch collection is also free, as long as your order is for £50 or more.

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I live in Wales, how does the new carrier bag charge apply?
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

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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FAQs about registration and My Account

How do I register with you?
I am registered, how do I start shopping?
I’ve forgotten my password, what do I do?
How long will it take for my forgotten password email to be sent?

How do I register with you?
To start shopping online at Waitrose, you’ll need to register with us. It’s quick and easy to register and enables you to use all the services available in your area.

The details you provide during registration will not be passed on to third parties, but may be used by the John Lewis Partnership to send you details about its products if you agree to receive this communication.

To register:

Either, to go straight to the registration form...

• Click on Register on the top right of the homepage

Otherwise, you can browse the site and add items to your trolley. When you click to check out, you will be prompted to register.

It is best to register, login and pick a time slot before shopping. Doing this will ensure the products and offers you're shown will be applicable to the branch where your shopping will be picked and valid on the date of your delivery or collection slot.

When the registration form appears:

Complete My Login Details

        1. Enter your email address
        This is not case-sensitive. 
        2. Select a password
        This will enable you to sign in to the site in the future. It needs to be a minimum of 8 characters long and must contain at least 1 number.

Complete My Contact Details & Address: 

        3. Enter your name 
        Including your title, first name and last name, all of which will need to be entered in the relevant boxes.
        4. Enter your address
        5. Enter your postcode and click on Find Address
        You will be prompted to enter a nickname for your address e.g. ‘Home’ or ‘Work’
        6. Next select your address from the dropdown box, or select the link to enter it manually. 
        7. Enter any special delivery or collection information 
        Try to inlcude any information that may be useful for our delivery drivers or any details that could be relevant to colleciton. For example: Please use side entrance down steps. 
        8. Enter your daytime telephone number
        This is in case we need to contact you about your order. Please don't forget the area code.
        
Complete My Public Profile:

In order to make the most of our online community and forums, save recipes to your scrapbook and access your myWaitrose account, you need to complete your public profile. 

        9. Choose a screen name, this will identify you to other members when you’re online, so only use your real name if you’re happy for it to be made public. 
        10. Introduce yourself and share your interests. 
        11. Choose an avatar picture if you’d like one.

Sign up to receive special offers, savings and news: 

        12. Tick the relevant boxes to select which news and offers you'd like to receive.

Review the terms and conditions and make sure that you agree to them: 

        13. Select the link to view our terms and conditions. These explain the way we work, what to expect from us, and what we expect from you. If you do not agree with any of the terms and conditions, please contact Customer Sales & Support. 

Click the ‘Save and Continue’ button: 

        14. Once you have completed the registration page, click on the Save and Continue button. You are now registered with Waitrose.com.  

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I am registered, how do I start shopping?
You’ll need to Login to start shopping.

To Login: 

        1. Click on the Login heading, which 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. 
        3. Enter your password. 
        If you can't remember your password, click on Forgotten your login details? on the top right of the Login box. 
        4. Click on the Login button next to the password box 
        If you’ve entered your email address and password
        correctly,   you will be taken back to our shopping pages.

If your email address or password do not match your registration details, an 'invalid' message will appear. If you think you’ve entered the correct email and password but you’re still receiving the 'invalid' message, please contact Customer Sales & Support.

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I’ve forgotten my password, what do I do?
If you can’t remember your password: 

        1. Click on Forgotten your login details? on the top right of Login box.
        2. Enter your email address and click Submit. 
        3. You will be sent an email, which will contain a unique code that will enable you to reset your password. Please allow up to 30 minutes to receive this. 
        4. Retrieve the unique code from your email inbox and return to the site, to enter your code. 
        5. Enter the code and click Submit. You will then be asked to enter a new password. 

If you don’t receive your unique code or if you experience any other problems, please contact Customer Sales & Support.

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How long will it take for my forgotten password email to be sent?
Please allow up to 30 minutes to receive your forgotten password email from us. This email will containing a unique code, which will allow you to reset your password. When entering this unique code onsite, please ensure you copy and paste it rather than retype it.

If, after 30 minutes, you haven’t received the email, please check your email's junk folder to make sure it hasn’t bypassed your inbox. If you definitely haven't received the email after 30 minutes, please contact Customer Sales & Support.

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FAQs about shopping

How do I create a shopping list?
How do I find previous orders?
How can I add to, or edit, an order?

How do I create a shopping list?
The My Lists tool allows you to save your favourite items in a list, and to add them quickly to your trolley. Once logged in, you can create lists and add items to them in the following ways: 

        1. From a product detail page, click on the Add to List icon. 
        Then either create a new list, or select an existing list, to add
        the product.
        2. From the My Trolley page, click on the Add trolley to
        shopping list link.
        3. Go to My Account and select My Lists. Enter a name for
        your list, and select the type of list you'd like to create, e.g 
        one based on your last order, based on your current trolley
        etc.

Once you have created a list, you can then choose to add all items in the list by selecting Add next to your saved list, or open the list to add individual products from it.

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How do I find previous orders?
The Previous orders page lists your last five orders (placed within the past 12 months). You can browse these to choose individual items, or to add a whole order to your latest trolley. 

        1. Click on My Account at the top of the page. 
        2. Click on Previous Orders in the My Shopping section.
        Your previous orders will appear.
        3. Click on a specific order to view products and add them
        to your latest order by clicking the Trolley icon or add them all
        at once by clicking Select All products.
        4. You can then shop in the usual way to add new products to 
        your trolley, or to find the items you only buy every few
        months.

You can also save each order, or part of it, as a list with another name, and alter it exactly to your requirements by removing or adding items. 

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How can I add to, or edit, an order?
If you are in the Checkout pages and decide you want to add to, remove or change the products in your trolley, it couldn’t be simpler.

To make changes to your order before checkout: 

        1. Click on back to your trolley
        The trolley page will appear, allowing you to change product 
        quantities, add special requirements, or remove items already 
        in your order.
        2. To remove a product, click the Tick to remove box next to 
        it.
        3. To change a quantity, click on ‘+’ or ‘-’ in the quantity box 
        4. Click on the save changes button
        Your trolley contents and the estimated cost will be updated. 
        5. To add new items to your trolley, click on Groceries or the
        relevant shopping tabs at the top of the page and shop in the
        usual way.
        6. Click on the Checkout button 

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FAQs about WaitroseEntertaining

How do I add a personal gretting to a WaitroseEntertianing cake?

Many of the cakes available from WaitroseEntertaining allow you to add a personal greeting. To do this simply follow the steps below:

1. Select the cake you wish to order.
   
2. In the cake’s product summary it will advise how many characters, including spaces, your chosen cake allows.
3. Add the cake to your torlley.
4. If your trolley is not open, click on the view trolley link on the right of the page.
5. In your trolley you will see a box on the right-hand side of your chosen cake. Above the box will be the words Personal Greeting (up to xx characters).
6. In this box type in the greeting you wish to be added to your cake, making sure your greeting is within the character allowance and taking care to check spelling.
7. Click on the save changes button and proceed with your order.

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FAQs about using this website

Can I enlarge the text size on this website?
You can resize the text using your browser settings:

If you are using Internet Explorer, click on the nut (like a wheel) icon in the top right-hand corner of the page, scroll to zoom and click on the + symbol until you reach your desired setting. Or use shortcut Ctrl and the + symbol on your keyboard together.

If you are using Google Chrome, click on the spanner icon in the top right-hand corner of the page, scroll to zoom and click on the + symbol until you reach your desired setting. Or use shortcut Ctrl and the + symbol on your keyboard together.

If you are using Mozilla Firefox, click on view in the top menu, scroll to zoom and click on it, and you’ll see options to zoom in or out of the entire page or zoom text only. Or use shortcut Ctrl and the + symbol on your keyboard together.

For other browsers, or older versions of the above browsers, please check the browser’s settings help.

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