Question 1

How do I review, amend or add a picker’s note to my shopping trolley?

Accepted Answer

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.

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.

Question 2

How and where will my groceries be delivered?

Accepted Answer

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.

Question 3

Will my order arrive bagless or packed in carrier bags?

Accepted Answer

We’ve removed the bags option when you place your home delivery or collection order. All new and amended orders will arrive bagless. We’re making this change as part of our commitment to reduce the use of unnecessary plastics at Waitrose. If you would like to learn more about our progress, please click here, or for the changes we’re making to carrier bags, please click here.

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.

Question 4

How do I cancel a placed order?

Accepted Answer

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.

Question 5

Why have I been charged for delivery?

Accepted Answer

There is a small charge to reflect the work that goes into picking and packing and delivering each order.

Question 6

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

Accepted Answer

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.

Question 7

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

Accepted Answer

Simply fill out our quality issue form here.

Question 8

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

Accepted Answer

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.

Question 9

Where is my delivery?

Accepted Answer

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.

Question 10

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

Accepted Answer

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.

Question 11

Can I change my slot or amend an order after I check out and what’s the latest time I can amend my order before delivery?

Accepted Answer

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.

Question 12

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

Accepted Answer

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.

Question 13

Can I return an item to my driver?

Accepted Answer

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

Question 14

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

Accepted Answer

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).

Question 15

How do I give feedback or report something on a delivery driver or van?

Accepted Answer

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.

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