Grocery deliveries & support

To get the latest delivery information please use our Waitrose app. This will give you latest order status, be it Being picked > Picked > Out for delivery > You're next.

It’s also a good idea to have a mobile phone number within your My Account details as we send delivery updates via text message. If running early or late, we will attempt to contact you by phone, text or email. Note calls may show up as a withheld or unknown number.

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.

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).

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.

Simply fill out our quality issue form here.

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.

Our drivers can now bring your groceries into your home or to a location of your choice. If you prefer, you can take crates into your home or unpack them into your own reusable bags on your doorstep. Please let your driver know when they arrive with your delivery and they’ll be happy to help you.

We’re unable to deliver to garages, porches or sheds because we can’t leave an order unattended.

Where an order contains age restricted items and 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. If your nominated representative can not provide valid ID to prove they are over 18 any restricted items will be removed and the rest of the order will be delivered. Any restricted items removed will not be delivered and a refund will be issued.

You can amend a delivery date up until cut off, the day before delivery. This can be done on our App or desktop view when amending an order. On your delivery day, the driver will issue a refund if no one is at home as we’re unable to deliver to garages, porches or sheds because we can’t leave an order unattended and we need to follow Challenge 25. Please allow 5-7 working days for the amount refunded to appear in your bank account.

Yes, you can change your delivery slot or edit your order after checkout. For most orders, you can change the slot or place a Next Day delivery until 8pm the day before delivery and amend until 9pm. The cut-off for amending orders will be clearly displayed after you checkout and on your My Orders page. 
We recommend editing your order as early as possible and not too close to the order deadline time to avoid any issues. Entertaining/Food Made to Order items have a required number of notice days, so if you have an Entertaining product within your order, we recommend calling us on 0800 188 884.

If it isn't urgent, please contact us via email at customerserviceteam@waitrose.co.uk. Please include as much information as possible and the best way for us to contact you. We will aim to reply to your email within 48 hours.

If it is urgent, for example reporting a serious driver complaint or van accident, please call us on 0800 188 884. 

To enquire about opening hours, and for further contact details, please visit our Contact Us page.