Do you have a cap on any products?

We are holding good stock levels in all key product areas and we would like to reassure customers that there is no need to worry about buying more than they require. To ensure that customers can get what they need, we've set a purchase limit of two packs on a small number of items including toilet rolls and hand sanitiser for purchases online and in our shops.

What are you doing to support the elderly, vulnerable and NHS workers?

At the start of lockdown, when some products were in high demand and shops were busy, we dedicated an hour at the start of each day for our elderly and vulnerable customers to do their shopping. Now our shops are less busy, and we have implemented measures such as social distancing, protective screens and face coverings to keep customers as safe as they can be. However, we know that our elderly and vulnerable customers have really appreciated this dedicated shopping time, so the first shopping hour on Mondays, Wednesdays and Fridays will continue to be reserved for them.

After the first hour of trading on Mondays, Wednesdays and Fridays, and at all other times, we’re giving NHS staff and social care workers (carers) priority access to our shops and checkouts on production of suitable ID. This is to ensure they are able to get through as quickly and easily as possible.   

We have already prioritised delivery slots for vulnerable customers across the country and those over the age of 70. We are continuing to contact customers on the lists which the Governments have shared with us.

Are you still giving priority delivery slot access to vulnerable customers?

Yes – we're continuing to contact customers on the lists that the Government shares with us, and we have committed that at least 25% of our online slots go to vulnerable customers. We are offering these to help our customers, we are also kindly asking customers who are not elderly or vulnerable, where they can, to shop in store to help free up slots for those who really need them.

While we've almost trebled waitrose.com slots to more than 170,000 each week, we simply don't have capacity to offer slots to all, however we're making every effort to help as many people as we can. 

 

Why can I only see a few days of limited slots?

Currently most customers see 15 days' worth of slots, except for those listed as priority customers (eg those on the Government's list of vulnerable shoppers). This change in slot visibility was made in response to customer feedback as many were scrolling through weeks of slots without finding one free. New slots are released daily and we are working hard to provide more availability to all our customers.

How do I book a waitrose.com grocery order?

Delivery 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. 

Are there any changes to order amendment cut-off times?

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.

Should I expect more substitutions?    

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.

Have you changed the way groceries are delivered during the outbreak of Covid-19?

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.

Will my order come in plastic bags?

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). For these bagless deliveries, our driver will deliver your shopping in plastic crates and we kindly ask that you unload your shopping at the doorstep while maintaining social distancing, as our crates or drivers are unable to enter your home. 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, from the below dates:

  • For customers in England from Tuesday 22 September 2020
  • For customers in Scotland from Sunday 4 October 2020
  • For customers in Wales from Friday 1 January 2021

Can I still recycle my carrier bags through my delivery driver?

Yes you can. We’re asking customers to please place their carrier bags outside their property. While maintaining social distancing, the delivery driver will then place them into a dedicated crate within the van. Drivers will continue to adhere to all hygiene measures between deliveries.

Can I return my John Lewis Click & Collect through my waitrose.com driver?

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.

What are you doing to help customers who are self-isolating?

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.

If you have a product problem, the fastest route to a resolution is to visit the Product Issue or Query section of this Customer Service area and fill out a webform. Please include in any communication that you are currently self-isolating. If unable to do this, you can email us customerserviceteam@waitrose.co.uk.

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