Delivery, amending an order & substitutions

How is coronavirus affecting the services you provide?

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.

I think I’ve got a missing/incorrect item or an item is damaged, what should I do?

For a missing or incorrect item, the first thing to do is to check your customer receipt email statement to see if the product was unavailable, substituted, or you were charged and the product is missing. If you still need to report a query to us or you had a damaged item in your delivery, please click here to complete our online issue form.


How do I cancel a placed order?

Open up and once signed in, click on 'My account' at the top of the page. Under the 'My shopping' header, select 'My orders'. Your pending order(s) will be at the top. Each order has the option to 'Amend order' and under the 3 dots menu, the options of 'Change slot', 'Shop from this order', and 'Cancel this order'.

How do I report a problem regarding the quality of a product purchased?

Simply fill out our quality issue form here.

How do I raise a product date code or life query?

Our shop Partners will always pick the best date or shelf life of a product available at the time of shopping for your order. Please click here to complete our online issue form if you need to report something to us and we will investigate your query as quickly as possible.

Where is my delivery? 

We will attempt to deliver your order within its one-hour time slot. Our drivers will attempt to contact you in the event that the delivery is running early or late. Please note, this call will be from a withheld number. If your delivery hasn't arrived within your booked slot and you haven't heard from us, please contact us on 0800 188 884.

I'm not going to be in when my delivery is due – what should I do?

It's quick and easy to change your delivery time slot on Click on 'My orders' under 'My account' . If your order is due today and no one is available to accept and sign for your delivery, please call us on 0800 188 884.

Can you leave my delivery in the garage, porch or shed?

We’re sorry but we cannot leave deliveries unattended.

Can I change my delivery slot or amend my order after I have completed checkout?

Yes, you can change your delivery slot or edit your order up until Order Cut Off which is 12 noon the day before your delivery. We recommend editing your order as early as possible and not too close to the Order Cut Off time, to avoid any issues. This doesn't apply to our Entertaining products. Entertaining items have a required number of days' notice, so if you have an Entertaining item in your basket then we suggest that you call us on 0800 188 884 to talk about your order.

What’s the latest time I can update my order before delivery?

You can add and remove items from your order up to 12 noon the day before your delivery. This doesn't apply to Waitrose & Partners Entertaining products.

What is a substitution and how am I charged for them?

We do our best to deliver everything you ask for, however if we're unable to do so, we’ll find you the best alternative. On your day of delivery you'll be sent your order receipt by email, this will state any unavailable items or substitutions made. If a substitution is made, you will always be charged the lower of the two prices. We also honour any offers when substitutions are made.

Can I refuse a substitution or raise an issue with one?

Yes, tell your delivery driver at the point of delivery and a refund will be processed. If the driver has already left, you can return unwanted substitutions to a local Waitrose & Partners store as per our normal Refunds Terms and Conditions. Or click here to complete our online form.


Can I return an item to my driver?

You can return an unwanted item to your driver and they will return it to the store and process a refund for you. You’ll then receive an email with details of the refund. Please allow 5-7 working days for the amount refunded to appear in your bank account.

What should I do if my driver has left but I want to return an item?

You can return most unwanted or damaged items you ordered to a local Waitrose & Partners store. The item must be returned within 35 days, with proof of purchase and in its original packaging. Find our full refund policy here

The following exemptions apply:

Chilled and frozen products (including Waitrose & Partners Entertaining products), baby food and milk, gift cards, vouchers, fireworks, lottery tickets and scratch cards, tobacco, cigarettes, tobacco products (papers, filters etc), cigars, unsealed DVDs CDs, video games, unsealed earrings or hair accessories, unsealed bedding (pillows, duvets, quilt covers, sheets).

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