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Delivery, amending an order & substitutions
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.
Click on the trolley icon on the right-hand side of the page. You’ll then see an option for ‘Trolley details’ – if you click on this, it will take you to a screen called 'My trolley – Amending order'. Here, you’ll have the option to remove a product, increase or decrease the quantity, or add a note to the shopper (for example, to specify that you’d like brown bread only, if your chosen product is not available). There is also an option to deselect the ‘Allow substitution’ box.
Our App works slightly differently. Within the ‘Trolley’ section you’ll have the option at the top of the screen to either empty the whole trolley or, for each product, increase or decrease the quantity or add a note. You can also deselect the ‘Allow substitution’ box.
For 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.
Reducing our impact on the environment is important to us and we know it’s important to our customers too. 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. There will be a flat rate of 40p for carrier bags in England and Wales and 80p in Scotland due to different charges for single-use carrier bags.
Open waitrose.com and once signed in, click on 'My account' at the top of the page. Under the 'My shopping' header, select 'My orders' to view current orders (if already signed in and within Groceries, simply select 'My orders' in the navigation bar). Your pending order(s) will be visible at the top. Each order has the option to 'Amend order' and under the 3 dots menu, you will see an option to 'Cancel order' in red text. Then simply select 'Cancel order'. Go to my account
Please note, if you are in the process of amending an order that you then wish to cancel, you will need to cancel changes or view order and checkout before the 3 dot menu will be visible. You can then cancel your order.
To manage increasing demand for Waitrose deliveries, we've introduced a delivery charge at selected stores.
If your store is operating a delivery charge, it will be added automatically to your total at checkout once you have confirmed a delivery slot. The amount is displayed above the 'Total' on the order confirmation screen.
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.
We will do our best to deliver your order within its one-hour time slot. If running early or late, our driver will attempt to contact you. Please note, this phone call could be from a withheld phone number.
Please ensure your telephone number is correct with no spaces within your My Account page. The best telephone number for you to add is a mobile telephone number as we will use this number for our phone and text message communication.
If your delivery hasn't arrived within your booked slot and you haven't heard from us, please contact us on 0800 188 884.
It's quick and easy to change your delivery time slot on waitrose.com. 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.
We’re sorry but we cannot leave deliveries unattended.
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.
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.
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.
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.
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).
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.