Ordering & Substitutions

Is Coronavirus affecting your deliveries?

Yes, please view our Coronavirus FAQs for more information.


How do I open an online account with you?

To do this, click 'Home' (top left) and click 'Register' (top right). You’ll then be guided through how to do this. Once complete, you’re ready to book a delivery slot and start shopping with us. If you have any Sign In problems which you cannot resolve, we suggest that you call us on 0800 188 884.

How do I book a delivery slot?

Click the 'Book a slot' option within Groceries followed by 'Home delivery'. Confirm your delivery address and you’ll see the available delivery slots. Available slots have a grey tick which changes to green when selected. Be sure to complete checkout after adding your products to your trolley to confirm your order and to not lose your temporarily held slot.


Can I change my delivery slot or amend my order after I have completed checkout?

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.

How do I add products to my online order?

Select a category or use the search bar to find a product. Use the plus '+' sign to place a product in your trolley. Use the minus '-' sign to remove a product from your trolley. You can see your order total and product count in your online shopping trolley.

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

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. 


What is a substitution and how am I charged for them?

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.

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.

Do you offer an Entertaining (Food Made to Order) service?

Yes, we offer a convenient Food Made to Order service which you can find here. These can either be ordered as a standalone order or as part of a grocery order with everyday items, although we recommend keeping them separate if possible as delivery or collection times vary for Food Made to Order products depending on the time we need to prepare them.

What if I’ve got an Entertaining order question?

Do call us if you have a question about a current order that contains Waitrose Entertaining items. If you have a question on anything else, you can visit our Entertaining page, call us on 0800 188 884, email us at customerserviceteam@waitrose.co.uk or visit one of our shops that offer Waitrose Entertaining. You can find out if a local store provides this service here.

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.

How do I cancel a placed order?

Open up waitrose.com and sign in to your account. From here select 'My orders' under 'My shopping'. Your pending order/s will be at the top with an option to 'Cancel this order' and also a 'Change slot' option.

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