Is Coronavirus affecting your deliveries?
Yes, please view our Coronavirus FAQs for more information.
What’s the latest time I can update my order before delivery?
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.
I think I’ve got a missing or incorrect item, what should I do?
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 were charged and the product is missing, visit this Waitrose & Partners page and select the relevant category to your question. In this case it would be ‘Shopping Online’. Select this to reveal ‘Missing Items' where you’ll then see a button for ‘Contact Us’. This will produce a bespoke form that, on completion, will be sent directly to us.
Can I refuse a substitution or raise an issue with one?
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. To raise an issue, visit this Waitrose & Partners webform page and select the relevant category to your question. In this case it would be ‘Shopping Online’. Select this to reveal ‘Substitutions’ where you’ll then see a button for ‘Contact Us’. This will produce a bespoke form that on completion will be sent directly to us.
Where is my delivery?
We will attempt to deliver your order within its one-hour time slot. Our drivers will attempt to contact you in the event that the delivery is running early or late. Please note, this call will be from a withheld number. If your delivery hasn't arrived within your booked slot and you haven't heard from us, please contact us on 0800 188 884.
How old do I have to be to receive a grocery order?
We deliver to anyone who is 18 and over. Where 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. This is our policy regardless of whether there are age restricted items or not.
Can you leave my delivery in the garage, porch or shed?
We’re sorry but we cannot leave deliveries unattended.
I'm not going to be in when my delivery is due – what should I do?
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.
How do I know if you deliver to my area?
We offer our delivery service in areas of England, Scotland and Wales. To find out about whether we deliver to you, you can visit our Branch finder page. At the top of the page you'll see the option 'check service availability in your area'. Please note, if you have a waitrose.com account you will need to be logged out to see this option.
We're always looking to deliver to more areas, so if your postcode isn't one that we currently deliver to, please call us on 0800 188 884 and we'll see what we can do.
Is there a charge for a waitrose.com grocery delivery?
No, we don’t charge for delivery (£60 minimum order value).
If you don't think you'll spend £60, why not take a look at our Waitrose & Partners Rapid delivery service as an alternative option.