Question 1

How is coronavirus affecting the services you provide?

Accepted Answer

We want to let you know we are doing all we can to help our customers and you can find out what we are doing here.

Question 2

How do I book a delivery slot?

Accepted Answer

Click the 'Book a slot' option within Groceries followed by 'Home delivery'. Confirm your delivery address and you’ll see the available delivery slots. Available slots have a grey tick which changes to green when selected. Be sure to complete checkout after adding your products to your trolley to confirm your order and to not lose your temporarily held slot.

Due to high demand caused by coronavirus, currently, most customers see only the next 10 days' worth of slots, except for those listed as priority customers. New slots are released daily and we are working hard to provide more availability.

We are sorry if a delivery slot is not available to you at this time. If you are able to collect your shopping, please try booking a Click & Collect slot.

Question 3

How do I add products to my online order?

Accepted Answer

Select a category or use the search bar to find a product. Use the plus '+' sign to place a product in your trolley. Use the minus '-' sign to remove a product from your trolley. You can see your order total and product count in your online shopping trolley.

Question 4

Is there a charge for a waitrose.com grocery delivery?

Accepted Answer

There is a small charge for picking, packing and delivering orders. The charge will be made clear on the delivery slot booking page and it will be added automatically to your total at the checkout once you have reserved a delivery slot. The amount will be displayed above your 'Total' on the order confirmation screen. Collections remain free, subject to a minimum spend.

Question 5

When does waitrose.com take payment?

Accepted Answer

We don’t take payment for your order until the entire order has been picked and goes through the checkout. This is usually the day of delivery or collection.

Question 6

How old do I have to be to receive a grocery order?

Accepted Answer

We deliver to anyone who is 18 and over. Where our drivers believe someone is underage, and in accordance with Challenge 25, they will request to see a form of photo ID before continuing with the delivery. This is our policy regardless of whether there ar

Question 7

How do I know if you deliver to my area?

Accepted Answer

We offer our delivery service in areas of England, Scotland and Wales. To find out about whether we deliver to you, please visit our Branch finder page.

We're always aiming to deliver to more areas, so if your postcode isn't one that we currently deliver to, please call us on 0800 188 884 and we'll look into it.

Question 8

Can I use a card under a different name to pay for my online order?

Accepted Answer

Yes, as long as you have the cardholder's permission and have updated the billing address during checkout to match the cardholder's.

Question 9

I'm having issues shopping on waitrose.com, what should I do?

Accepted Answer

If you are having a checkout issue, make sure your order is over our minimum spend and if amending an order, that there isn’t a message reading 'No Longer Available' for any products as these products will need to be removed from your trolley before confirming your order.

If you are having a website or App performance issue, please close down your browser or close your App and restart your device. You can also try a different device. If you are still having an issue it could be that we are experiencing a site performance problem. If you are able to wait please try again at a later time, we apologise for this. You can contact us on 0800 188 884 if you need advice now.

Question 10

How do I make a query about an item you stock?

Accepted Answer

To request details about a specific product, go here.

Question 11

Can I use myWaitrose vouchers online?

Accepted Answer

Yes, vouchers can be applied to orders during checkout. Look for your voucher wallet during the payment stage. Minimum spend of £40 on groceries at waitrose.com is required to qualify for this offer.

Question 12

Why am I being redirected to or seeing a pop-up payment card security box during checkout?

Accepted Answer

To protect you from fraud when you are shopping online, new regulations are being introduced. This will mean that you may sometimes have to confirm your identity when purchasing an item online or via our app.

You could either be sent a short code when you are making a payment, by text or email, which you will need to enter to complete the purchase, or use your banking app to confirm that you are the cardholder.

It is important that you keep your mobile phone number and contact details up to date with your bank or card provider. This will ensure that you will be able to make that online purchase if your bank or card provider wants to check that it is you using the card to make the payment.

If you cannot complete a purchase using your card to shop on our website or in our app then please contact your card issuer for assistance.

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