Our stock levels remain strong and we continue to have some caps on a very small number of products on waitrose.com to ensure all our customers are able to get the products they need.
In our stores, we prioritise our disabled, elderly and vulnerable customers whenever there’s a queue outside one of our shops – and we’ll continue to prioritise NHS workers and carers on production of suitable ID, too.
We've also prioritised disabled, elderly and vulnerable customers wherever possible with online shopping slots throughout the pandemic.
We have a dedicated e-gift card for customers who are unable to get to the shops themselves, and want to organise a simple, safe and contact-free payment for groceries delivered by friends, neighbours, family members or volunteers. The gift card can be purchased online at johnlewisgiftcard.com, and can then be emailed directly to friends, neighbours, family members or volunteers for them to use in our shops. Customers can purchase e-gift cards in £10 denominations up to £500.
Currently most customers see 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 to all our customers.
Both home delivery and grocery Click & Collect slots are booked via waitrose.com or on our App. Unfortunately, we are not able to arrange delivery slot bookings over the phone. If you have an existing order with us, you will still be able to amend as normal. Please think of others in this difficult time and only book a single delivery per week. Demand remains high, but slots are being released daily. If none are available when you look, do try again the next day.
We have temporarily brought forward our cut-off time for order changes on the day before delivery to 12 noon. We will continue to keep our customers updated on any further changes.
We will do our best to deliver everything on your shopping list, however, if we are unable to do so, we will try and find the best alternative. On your day of delivery, you will receive an order receipt via email, which will state any unavailable items or substitutions made. If you do not require one of the substitutions and would like to be refunded, please let the driver know before moving your shopping inside. Unfortunately, the driver is unable to accept items that have been handled.
Yes, we have made some temporary changes in line with advice provided by the UK Government and Public Health England. To keep contact to a minimum, drivers will no longer enter properties, instead carefully leaving shopping outside your home. The driver will sign for it on your behalf once the delivery has been completed.
We ask that customers please observe social distancing when receiving their order from our delivery drivers. We still only 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 are age-restricted items or not.
In March 2020, due to the pandemic, we temporarily introduced plastic carrier bags for all our online orders, to enable our drivers to easily make contactless deliveries. Reducing our impact on the environment is important to us and we know it’s important to our customers too, which is why we’ve been working hard to safely reintroduce our bagless delivery option.
All our online orders will now automatically default to bagless (the only exception to this is raw fish and meat products, which will be bagged for food safety reasons). To maintain social distancing, our delivery crates or drivers are unable to enter your home. For these bagless deliveries, our driver will deliver your shopping to your doorstep and we kindly ask that you unload your shopping. We recommend that when your shopping arrives, you move these into your own bags or boxes (our drivers can assist you with this, while maintaining social distancing) so that shopping can be transferred inside with ease.
If you would still like your shopping to be delivered in carrier bags, please select the ‘pack my shopping in carrier bags’ option on the checkout page. The government temporarily lifted the requirement to charge for plastic bags at the start of the pandemic so they have been free of charge for the past few months. However we are now required – in line with reintroduced government legislation – to reintroduce a charge for these. As such, there will be a flat rate of 40p for carrier bags per delivery.
For the health and safety of our drivers and customers, we are temporarily suspending our carrier bag recycling scheme. We're very sorry for any inconvenience.
Yes, customers can return their John Lewis orders via their waitrose.com delivery driver. Drivers will continue to adhere to all hygiene measures between deliveries.
Our delivery drivers have clear safety instructions to keep both themselves and our customers safe. If a customer is self-isolating we ask that they please let us know when completing their online order by leaving a note on the ‘Order Review and Payment’ page. We also ask that customers please inform their driver as soon as they arrive at the property.
We have a dedicated e-gift card for self-isolating customers who are unable to get to the shops themselves, and want to organise a simple, safe and contact-free payment for groceries delivered by friends, neighbours, family members or volunteers. The gift card can be purchased online at johnlewisgiftcard.com, and can then be emailed directly to friends, neighbours, family members or volunteers for them to use in our shops. Customers can purchase e-gift cards in £10 denominations up to £500.
Family, friends or volunteers over the age of 18 can also pick up a waitrose.com grocery Click & Collect order on behalf of a customer who is self-isolating. The person collecting the order must have the order confirmation number and a form of ID with them (either a debit or credit card, passport, driving licence or utility bill). Once you arrive at the shop, please approach the Partner at the store entrance and they will advise on how to make your grocery collection.