Grocery payments & refunds

We don’t take payment until the entire order has been picked and goes through the payment process. This is usually on the day of delivery/collection. Following this, your registered email address will receive an 'Order Details' email from us. This will include details of any unavailable or substituted products.

Firstly, make sure your order is over our minimum spend or please close down your browser or close your app and restart. You can also try a different device – where you were up to should be saved so you can carry on from where you left off. If you are still having an issue, it could be that we are experiencing a site performance problem. Please wait a short while and try again later. You can contact us on 0800 188 884 if you need advice now.

To protect you from fraud when you shop online, your bank may ask you to confirm your identity when buying an item online or via an app. You may be sent a code by text, SMS or email, which you will need to enter to complete your purchase, or you may need to use your mobile banking app to confirm you are the cardholder.

Keeping your contact details up-to-date with your bank will allow them to confirm your identity when you make an online purchase. If you are unable to complete a shop on our website or app using a payment card, please contact your bank for assistance. They can also help you set up alternative ways of authenticating your payments online – by landline for example.

Partnership cardholders can find further information on our secure shopping page.

Yes – inform the driver when they arrive. The driver will return the items and action a refund to your registered payment card. You will receive a refund email within 24 hours. Please allow up to 7 working days for the amount to appear in your bank account.

Yes – if your order was cancelled before payment, the money will return to your gift card. Always keep hold of your gift card until your order is processed. Please contact our Customer Care team on 0800 188 884 if you no longer have your card.

If payment was taken, it will be refunded to your registered payment card. If you used a gift card as payment, please contact our Customer Care team on 0800 188 884. They will issue you a new gift card.

This is likely to be because of an order amendment or price difference for a weighted product following your order being placed. Once you have placed your order using a gift card, any price increase will not be drawn from the gift card used. Instead, additional payment will be taken from your registered payment card.

We will issue a refund for the difference to your registered payment card. If it is more than £250, we will get in touch with you.