Waitrose & Ocado

We've parted ways with Ocado – here is everything you need to know about the relationship between Waitrose and Ocado which ended on 1 September 2020.

Waitrose & Partners and Ocado: what is the relationship and what has changed?

You may have heard that the agreement between Waitrose & Partners and Ocado ended in August – the supply relationship worked well for almost 20 years, but both parties have now gone their own way. This means that from 1 September 2020 waitrose.com is the only website where you can order Waitrose & Partners products.

I thought Ocado was the online service for Waitrose & Partners. Are they different?

Yes, we’re two separate companies. Ocado is an online-only retailer that currently buys groceries from Waitrose & Partners and other companies, and delivers them to shoppers from its warehouses.

The relationship between the two began formally in January 2002. Waitrose & Partners had started its own delivery service but, due to our relatively small size at that time, we needed the help of an established network such as Ocado. Until 31 August 2020, both Ocado and waitrose.com had been delivering Waitrose & Partners own-brand products, but from 1 September 2020, the only place you can buy Waitrose & Partners products is in our stores on at waitrose.com.

Today, waitrose.com reaches 90% of UK postcodes, offering free delivery of orders over £60 and one-hour delivery slots.

When will I no longer be able to buy Waitrose products from Ocado?

From 1 September 2020, you’ll no longer be able to buy Waitrose & Partners products from Ocado. Of course, you can continue to buy Waitrose & Partners products – including Essential Waitrose range, the very best British meat and responsibly sourced fish, and our innovative vegan selection – in store or online at waitrose.com.

I buy Waitrose & Partners products on ocado.com. What do I need to do?

From 1 September 2020 you’ll no longer be able to buy Waitrose & Partners products from Ocado. You can, however, continue to buy all your favourites – from Essential Waitrose everyday basics to indulgent No.1 treats – in store or online at waitrose.com.

If you’re new to shopping with us, we’d love to welcome you properly and help you get set up. You can also download our mobile app where it’s really easy to book a delivery or amend your shopping list on the go. To start shopping, please sign in or register for a new account.

Why should I shop with Waitrose & Partners?

From 1 September 2020, you’ll only be able to buy Waitrose & Partners own-label products in store or online at waitrose.com.

We’re proud of our delicious and innovative food – from Essential Waitrose everyday basics to indulgent, special No.1 dishes and innovative Heston from Waitrose creations.

We’ve been working hard to improve our website and app, and provide more delivery slots, to make doing your online grocery shop as easy as possible.

I have an Ocado Smart Delivery Pass. Is this valid on waitrose.com?

No – the Ocado Delivery Pass can only be used on Ocado’s website. We do, however, offer free next day delivery. Complete your shop at waitrose.com (minimum order value is £40), then select a delivery slot that suits you and we’ll deliver to your door for free (selected postcodes, and subject to availability).

I would like to shop on waitrose.com but I'm struggling to get a slot. What are you doing about it?

We’re continuing to see high demand for our delivery slots because of the coronavirus pandemic and we're working hard to increase the number of slots we can offer.

You can take a look at our dedicated coronavirus FAQs page for more information on what we are doing to help our customers, or feel free to get in touch. 

My question isn’t answered here, who can I ask?

We'll be updating this page over the coming weeks, so do please check back in with us. If you'd like to speak to someone in the Waitrose & Partners team, please call 0800 188 884, or email customerserviceteam@waitrose.co.uk.

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