Terms and Conditions

Unless stated to the contrary on this website, the products and services supplied in accordance with any contract made though this website are supplied by Waitrose Ltd.

Any reference in these Terms and Conditions to "John Lewis & Partners" is a reference to John Lewis plc (registered in England with company number 00238937) or, as applicable, any other members of its corporate group of companies.  Waitrose Ltd ("Waitrose & Partners") is a member of the John Lewis corporate group.

Access to this website is granted strictly in accordance with these Terms and Conditions.  These Terms and Conditions apply also to all orders/delivery requests placed by you through this website or in branch.

Please read these Terms and Conditions carefully and print and keep a copy of them for your reference.

We may change our Terms and Conditions at any time, so please do not assume that the same terms will apply to future orders/delivery requests. We reserve the right to:

• Modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website; or
• Change the Terms and Conditions from time to time. 

You will be deemed to have accepted such changes if you continue to use this website (or any part of it) or you continue to place orders / delivery requests after any such changes. 

It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed. If you do not agree to any change of the Terms and Conditions then you must immediately stop using this website.

Waitrose & Partners has taken every care in the preparation of the content of this website. However, except to the extent required by applicable law or as otherwise set out in these Terms and Conditions, Waitrose & Partners does not represent or warrant the accuracy or reliability of any of the information or content about any products or services, software or advertisements (together, the "Materials") contained on, distributed through, or linked, downloaded or accessed from this website.

To the fullest extent permitted by applicable laws, Waitrose & Partners hereby excludes liability for any claims, losses, demands, or damages of any kind whatsoever with respect to the website or the Materials including, without limitation, direct, indirect, incidental, or consequential losses, or damages, whether arising from loss of profits, loss of revenue, loss of data, loss of use or otherwise and whether or not the possibility of such loss has been notified to Waitrose. The foregoing will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise. 

Nothing in these Terms and Conditions limits Waitrose & Partners' liability for fraud or death or personal injury resulting from our negligence.  

However, if you are a consumer your statutory rights are not affected.

Certain links in this website will lead to websites which are not under the control of Waitrose & Partners. When any of these links are activated you will leave Waitrose & Partners' website and Waitrose & Partners has no control over and will not accept responsibility, or liability, for any material or service contained on any website which is not under the control of Waitrose & Partners nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by Waitrose for any products or services provided or available on such sites. Our linking policy is detailed in Section 4 of these Terms and Conditions.

Except to the extent required by applicable law or as otherwise set out in these Terms and Conditions, Waitrose & Partners makes no representations, or warranties, in respect of any endeavour by it to review the content of websites to which it provides links or anywhere else in the Service, or any of the Materials and accordingly Waitrose & Partners accepts no responsibility whatsoever for the accuracy, copyright compliance, legality or decency of any information, material or other content contained in websites listed on the Service or in any Materials nor warrants nor endorses any advertising of third parties carried on the Service nor through the provision of links to that carried on other websites.

All information or content transmitted by any functionality made available on this website (including any mobile applications or a version of the website optimised for use on mobile devices), including online invitations, e-cards, email or send to a friend functionality are the responsibility of you, the sender.  You confirm that by using this service you will not transmit any material which could be considered offensive, obscene or otherwise objectionable.  Neither Waitrose & Partners nor John Lewis & Partners can be held liable either directly or indirectly for the content of any such functionality, nor for any loss nor damage of any kind which you may incur as the result of your use of this service.  You hereby agree to indemnify Waitrose & Partners and each member of the John Lewis corporate group of companies for any such loss which may have occurred.

If any provision of these disclaimers and exclusions shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority, Trading Standards Department or Citizens Advice Bureau.

Customers will be required to register to use the services available from this website. Waitrose & Partners may decline a registration request at its sole discretion. By registering for the services, customers agree to these Terms and Conditions and agree that:

• The personal information that you are required to provide when you register as a customer is true, accurate, current and complete in all respects.
• You will notify us immediately of any changes to the personal information by updating your details on the 'My Details' page on the website or by contacting Waitrose & Partners Customer Care Team.
• You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

To comply with licensing and other legislation some products and services on this website are only available to certain categories of customers (such as people aged 18 years and over) ("Restricted Items"). The types of items that fall into the category of Restricted Items include aerosol paint, analgesics, alcohol, butane gas, certain CDs / DVDs / Games, certain CBD products, cigarettes and tobacco and tobacco products, nicotine replacement products, nicotine inhaling products, e-cigarettes, corrosives, energy drinks, crackers containing sparklers, fireworks and sparklers, party poppers, knives / razor blades, gardening tools, laxatives, lottery tickets and scratchcards, party poppers, solvents, liqueur chocolates (Scotland only), matches and petrol.

The technical steps required to create the contract between you and us are as follows:

• You place the order for your products on this website by pressing the complete checkout button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on this website.
• We will send to you an order acknowledgement email detailing the products you have ordered.
• Order acceptance and the formation of the contract between you and us will take place on the dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions below.

Non-acceptance of an order may be a result of one of the following:

• The product you ordered is not available from stock.
• We are unable to obtain authorisation for your payment.
• A price or product description error is identified.  
• You do not meet the eligibility to order criteria set out in the main Terms and Conditions.

The contract or any order will be concluded in English. If you do require any information regarding orders you have placed with Waitrose & Partners please write to the Waitrose & Partners Customer Care Team, the address details of which are set out in this section above. 

Delivery is available in restricted areas. 

Collection for orders placed via Waitrose.com is available from selected branches. 

Collection for Food Made to Order is available from all branches except selected Convenience stores.

We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our services to individual customers' addresses if you are repeatedly unavailable to take delivery of your shopping at your chosen slot time or in other exceptional circumstances.

Delivery and collection arrangements
Deliveries and collection times vary by branch. At the point at which you place your order, the full list of available delivery/collection times will be shown. 

Products must be signed for at the delivery address (or upon collection), by you or by your nominated representative.  Products will not be left unattended, for example in a garage. If, in the unfortunate situation no one is available to accept and sign for your delivery your order will be cancelled and you will receive a full refund.

If Waitrose & Partners delivers outside the specified delivery period and no one is available to accept the products, your order will be cancelled and the cost of your order will be refunded to you.

Deliveries will always be made to your front door where possible. Where required, if invited and if it is safe for them to do so, our drivers may enter to help with your delivery. However, we reserve the right to refuse entry or to deliver directly to your door if our driver, on rare occasions, believes it is impractical or unsafe. In such cases, our driver will contact you for a suitable alternative. When the delivery address is a commercial premises, our driver will deliver your shopping to the ground floor communal entrance and contact you for collection. See our Delivery Information section for more information.

If your nominated representative is not aged 18 or above, we will not deliver any products, including those that are Restricted Items (as defined in section 1 "Use of the website" above).  Our drivers apply our "Challenge 25 Policy" and so proof of age will be requested if the person receiving the products looks under 25 years old.

Pursuant to the Licensing Act 2003 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, subject to a maximum fine on conviction of £1,000.

Waitrose.com is committed to upholding both their legal and social obligations as a retailer of intoxicating liquor and other Restricted Items. In order to achieve this, Waitrose.com has introduced a number of control checks throughout the purchase and physical distribution process (e.g. confirming your date of birth and requesting formal identification of anyone who they consider to be younger than the relevant age (i.e. 25 years old pursuant to our Challenge 25 Policy) who is a buyer or recipient of the delivery.

In accepting these Terms and Conditions you agree to provide Waitrose & Partners with truthful and accurate information and act in accordance with them and legal obligations including the Licensing Act of 2003. For the purposes of the Licensing Act 2003, any alcohol included in your order will be appropriated by you to the contract at the same central, licensed premises at which your payment is taken and where the contract for sale is made. This simply means that the sale of any alcohol included in your order will take place at such premises. This has no practical effect on you other than to improve our fulfilment of your orders that contain alcohol, nor does it impact on our policies aimed at preventing deliveries of alcohol to minors. 

Your other legal rights to refund, repair or replacement under consumer laws

Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for purpose and they must be of satisfactory quality. If we supply services to you, then we must supply them with reasonable care and skill.

During the expected lifespan of the product your legal rights under consumer laws in the United Kingdom entitle you to the following:

- up to 30 days: if you have changed your mind about the product you have purchased then unless the product is faulty, you have 30 days to return it in its original condition e.g. kept in the original packaging and labels and is undamaged and unused.

- up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

- over six months: if a fault develops after the first 6 months then you may be able to claim a refund or have the product repaired or replaced. However, we may require proof that the product is faulty.

- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Online purchases: Customers must inform the retailer that they wish to cancel within 14 days of receiving the goods. Customers then have 14 days to return the goods once the retailer has been informed. Refunds will be given within 14 days of receiving the goods back.  

Under consumer laws in the United Kingdom, if your product is digital content (for example music, DVDs or computer software), if it is faulty, then you are entitled to a repair or a replacement or if the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.  If you can show that the fault has damaged your device and we have not used reasonable care and skill, you may be entitled to a repair or compensation.

If your have bought services from us, under consumer laws in the United Kingdom you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it.  If you have not agreed a price with us beforehand, what you are asked to pay must be reasonable. If you have not agreed a time beforehand, then it must be carried out within a reasonable time.

If you wish to exercise your legal rights to reject products you must return them in person to us (either where you bought them or post them back to us or, if they are not suitable for posting, allow us to collect them from you).  We will pay the costs of postage or collection.

There may be some exceptions to these rights such as for those products and services listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless faulty, not as described, not fit for purpose or of satisfactory quality:   Chilled and Frozen Products (including Food Made To Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Fireworks; Lottery Tickets and Scratch Cards; Tobacco, Cigarettes, Tobacco Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding.

None of the above affects your statutory rights. 

You have additional rights of cancellation if you order products online.  These are described below in the section called "Cancellation rights".

Details of our goodwill policy as well as a description of your rights to refunds, repairs or replacements as described above within this section 3.   

You are also entitled under consumer laws in the United Kingdom to cancel your order if you are contracting with us online or by phone and, should you wish to do so, Waitrose & Partners will refund or replace any products if you return them to us within 14 days after the day you receive them (so long as you have not unreasonably or unnecessarily handled or damaged them or their packaging). 

There may be some exceptions such as those listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless they are faulty or not as described or not fit for purpose or of satisfactory quality:   Chilled and Frozen Products (including Food Made to Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Fireworks; Lottery Tickets and Scratch Cards; Tobacco, Cigarettes, Tobacco Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding; or products made to your specification that have been clearly personalised.

We will also refund any services up until 14 days after we confirm to you in writing that we have accepted your order for them. Once we have completed the services however you may not be able to obtain a refund if you have changed your mind.

If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products and take reasonable care of them or return them to us. 

If you decide to cancel products that you have ordered online, we will reimburse to you (to the debit or credit card assigned to your order) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you.  We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

Please contact the Waitrose & Partners Customer Care Team on 0800 188 881 or by email to customerserviceteam@waitrose.co.uk with any queries and follow the process set out in below. 

Notice of an order cancellation must be given by phoning the Waitrose & Partners Customer Care Team on 0800 188 881 or by email to customerserviceteam@waitrose.co.uk or in writing to Waitrose & Partners Customer Care Team, details as provided above in the "1. Use of the website" section. Alternatively, you can send us the Model Cancellation Form, downloadable here. 

Luncheon Vouchers and coupons cannot be used as a method of payment online. However they may be used when paying in branch.

Any of the following cards may be used to pay for your shopping: Partnership Card, John Lewis Business Account Card, Visa Debit (Delta), Maestro UK, MasterCard, Visa Credit, Solo, American Express.

There is a limit of ten gift vouchers per transaction for Groceries, Food Made to Order, Cellar, Florist and Gifts.

If payment is being made in part or whole by gift card, a gift card can only be applied to an order once. If the gift card is added to an order and the same order is later edited and increased in value, further funds from the same gift card cannot be taken even if subsequent funds are available.

If payment details have been given we will not charge your card until your order is packed and goes through the checkout in store on the day of delivery or collection.

All customers collecting shopping, whether the registered customer or a third party, will be asked to provide a form of identification for the person who is paying for the shopping. The identification must match the cardholder name shown in the payment details on the checkout page. The card itself will not be required.

Through your bank or credit card provider, you may be entitled to cancel a payment or have such sums re-credited to your payment card where fraudulent use of your payment card has been made by another person not acting on your behalf.

We will treat all of your personal data as confidential. We will keep it on a secure server and fully comply with all applicable privacy regulations and consumer legislation. If you would like to read more on how we collect, where we collect or how we use your personal information, please see our Privacy Notice here. You can also find information in the Privacy Notice on how to stop receiving marketing information. 

The Waitrose & Partners online food shopping service uses Secure Sockets Layer (SSL) technology to encrypt your details as they are being transmitted to us.  This technology is designed to minimise the risk that someone else could breach your privacy when shopping online with us.

We provide you with an option to store your card details with us, so that you can order from us again without needing to type your details in. To assist to keep your card information secure, we only display the last four digits of your stored card number on our website to you, when logged into your 'My Waitrose' account. If you do not wish to store your card details with us, you can instead enter these in each time you place an order with the Waitrose & Partners online food shopping service.

Your payment details are held by us in a secure encrypted server and access to this data is secured internally within Waitrose & Partners. We encrypt card numbers by using a security system which is a common standard relied on by the main financial and banking institutions called Triple DES (Data Encryption Standard). 

If there are errors or shortages in what we supply to you, we ask that these are brought to the attention of Waitrose & Partners Customer Care Team (using the contact details set out above in section 1) as soon as possible and preferably within seven days after the delivery or collection. 

Waitrose & Partners may decline to fulfill any order or we may limit the number of units of products per customer or order (including for any bulk purchases of items on promotion or special offers). This applies to all orders – whether through our online shopping and delivery or collection, our 'shop-in-branch and we deliver' service or in branch and also applies to any order where a customer has applied a discount code which they were not the intended recipient of.

Waitrose & Partners has produced nutritional information on this website for the general information of the public. It contains information gathered from various sources and, although Waitrose & Partners believes it to be accurate at the time of publication, to the extent permitted by applicable law and except as otherwise set out in these Terms and Conditions, Waitrose & Partners accepts no responsibility for, and makes no representation or gives any warranty or undertaking express or implied as to the accuracy or completeness of the information.

Prices quoted are always estimated for a variety of reasons listed below, but you will always be charged the in-store price on the day of delivery or collection. You have the right to return any product with the driver or directly to the branch if you have any issues with price(s) charged and we will refund the amount that you have been charged for that product.

Prices and the availability of special offers may vary for future dated deliveries and collections.

Prices and the availability of special offers on alcohol may vary for Scotland, Wales and Jersey due to Minimum Unit Pricing (MUP) and local restrictions on alcohol promotions.

Prices and the availability of special offers may vary for Little Waitrose and partner stores. 

All special offer discounts, such as Mixed Case Wine Offer and multi-value offers, will be deducted in-store.

Where Multi-value offers apply to a set of differently priced items, the saving or free item applies to the cheapest item or items.

The unit price for products that are weighed and displayed on the site are calculated on drained weight where applicable.

Weighed items such as fruit may vary in weight from that ordered.

Where an item is unavailable and you have indicated that you will accept substitutions, an alternative will be supplied that may affect the price that you pay. If we substitute an item with a more expensive one, you’ll only pay the lower of the two prices (if the item we are substituting was of a fixed weight and therefore has a known price). Upon delivery or collection you will be made aware of unavailable items and their substitutes. You have the right to reject any substitutes offered and we will refund the amount that you have been charged for that product.

The prices stated on the site are inclusive of any VAT payable.

Charges apply for deliveries for your online shopping orders. Collections for your online shopping orders “Click & Collect” are free of charge and available at selected stores only. 

Unless ordering only Entertaining food made-to-order for collection in branch (where there is no minimum spend criteria), to qualify for delivery or collection, you must meet the below minimum spend on groceries and/or Entertaining food made-to-order when shopping online:

- £40 for deliveries; or

- £40 for collection.

We reserve the right to amend our delivery charges and minimum spend requirements. They will be clearly defined during the checkout process.

Some of our branches offer a 'shop-in-branch and we deliver' service. Charges may apply for this delivery service.

If you have booked a Waitrose.com order for collection and no payment card details have been entered on the checkout page you will be asked to pay for the products on collection. If you have booked a delivery and invalid card details have been entered on the checkout page Waitrose & Partners Customer Care Team will contact you to request payment details over the telephone before delivery can be made.

Please see the General Payment Provisions above for further details.

Amendments to placed Grocery orders must be completed ahead of the cut off time before delivery or collection (Details of cut-off times can be found within customer services and the Delivery, amending an order & substitutions section). Food Made to Order (Non-Grocery) items may only be added if sufficient notice is given. Details of the notice period are displayed against each product.

Amendments to Food Made to Order (Non-Grocery) placed Christmas orders must be completed by midnight on the 15th December. For placed New Years orders amendments must be completed by midnight on 21st December.

Placed Grocery orders can, however, be amended ahead of the cut off time before delivery or collection (Details of cut-off times can be found within customer services and the Delivery, amending an order & substitutions section).

In the case of mixed orders (i.e. Non-Grocery and Grocery), the Non-Grocery Amendment and Grocery Amendment terms of service apply to the Non-Grocery and Grocery elements of the order, respectively.

Some items that are available in branch will not be available on the Waitrose.com service. These may include hot foods, greetings cards, self selection items (e.g. sweets, cheeses, olives, salads), Create a Pizza, Gift Vouchers, cosmetics and pre-packed sushi. Other items may be excluded at various times.

Waitrose & Partners are required to provide Country of Origin information for loose and pre-packed fruit and vegetable produce.

For items sold online with more than one possible Country of Origin, all possible countries will be displayed.

Please note that in exceptional circumstances, the actual Country of Origin might vary from the list displayed online.

Customers having ordered these items via the Waitrose.com website will be able to check the actual Country of Origin on the items, once the products have been received.

Should the customer not be satisfied with an item because of its Country of Origin, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Any refunds for unwanted returned items will be made after the products have been returned.

Please contact the Waitrose & Partners Customer Care Team on 0800 188 881 or by email to customerserviceteam@waitrose.co.uk with any queries.

Service counter Beef and Veal Traceability
We are required to provide traceability information about Beef and Veal sold via our service counters, to those customers who request it.

Uncooked Beef and Veal which have been seasoned or processed (such as beef in barbecue sauce, beef Wellington, beef burgers) are not covered. Neither is offal or mince.

Traceability information can only be supplied if it is requested at the point of ordering online. Please refer to "How can I request traceability information for Beef / Veal?"  in the "HELP" section of the website for the correct process to follow.

We often use certain terms and promotional features on our website, which have the following meanings:

"Advertising promotions" relate to promotional content that has been created by Waitrose & Partners in conjunction with suppliers of the products featured.

"Sponsored" products, are those products which Waitrose & Partners has agreed to promote with the relevant supplier and will therefore appear at the top of your search results.

Customers are covered by our quality guarantee on every product which means that our products will be of satisfactory quality, fit for their purpose and match our description of them to you.  If we deliver a product to you that does not meet these requirements, you can contact us for a repair or replacement or, where this is not possible, for a refund.

Should the customer not be satisfied with an item, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Please contact the Waitrose & Partners Customer Care Team on 0800 188 881 or by email to customerserviceteam@waitrose.co.uk with any queries and follow the process set out in in the "Cancellation rights" section above.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority, Trading Standards Department or Citizens Advice Bureau.

Any refunds for unwanted substitutions or returned items will be made after the products have been returned.

Images are provided to help recognise products. Due to packaging redesign and improvements these may not reflect exactly the pack you receive.

If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the European Commission Online Dispute Resolution platform by following this link.

See the sections above called "Charges for delivery and collection for online shopping and "click and collect" and Charges for delivery using the 'shop-in-branch and we deliver' service sections above for information about delivery and collection service charges.

If you have booked a Food Made to Order collection in the branch or on the telephone and no payment card details have been provided you will be asked to pay for the products on collection.

If you have booked a Food Made to Order collection or delivery on the internet payment card details are required to secure your order.

Any customer wishing to cancel their order must do so before 11.45am the day before collection to avoid a charge being made.

Please see the General Payment Provisions above for further details.

Amendments to placed grocery orders must be completed by 8pm on the day before delivery or collection. Any orders placed for next day delivery will have until 7pm of the day before delivery to place the order. However, Food Made to Order items may only be added if sufficient notice is given.

Details of the notice period are displayed against each product.

Customers are covered by our quality guarantee on every product which means that our products will be of satisfactory quality, fit for their purpose and match our description of them to you.  If we deliver a product to you that is not of satisfactory quality, you can contact us for a repair or replacement or, where this is not possible, for a refund.  Should the customer not be satisfied with an item, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Please contact the Waitrose & Partners Customer Care Team on 0800 188 881 or by email to customerserviceteam@waitrose.co.uk with any queries and follow the process set out in in the "Cancellation rights" section above.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority, Trading Standards Department or Citizens Advice Bureau.

Any refunds for unwanted substitutions or returned items will be made after the products have been returned.

Images are provided to help recognise products. Due to packaging redesign and improvements these may not reflect exactly the pack you receive.

You Shop, We Deliver is only available in selected stores within certain postcodes.

Shopping must be completed in time for delivery. You will need to complete your shopping before the store closes on the day before your delivery is due.

All delivery slots must be booked prior to the delivery date. You Shop, We Deliver slots can be booked at the Welcome Desk in a Waitrose store or over the phone with the Customer Care team. Slots are subject to availability. 

At checkout, before your items are scanned or packed, please inform the cashier you have booked a You Shop, We Deliver slot. From 27 September 2021, all delivery service orders will be delivered without carrier bags, unless you provide your own bags at the point of payment. 

Products will always be delivered to the customer's registered delivery address unless, when booking, an alternative address, within the delivery area, is given.

Customers who book a Waitrose & Partners You Shop, We Deliver slot in advance and then fail to use this may have their Waitrose & Partners delivery service account locked.

Products must be signed for at the delivery address (or upon collection), by you or by your nominated representative. If your nominated representative is not aged 18 or above, any products including those that are Restricted Items (as that term is defined in section 1 "Use of the website" above), will not be delivered.  Products will not be left unattended, for example in a garage. Our drivers apply our "Challenge 25 Policy" and so proof of age will be requested if the person receiving the products looks under 25 years old.

There is a small charge to reflect the work that goes into picking and packing and delivering each order. This will be displayed when selecting your slot and at checkout. 

Hot food and large, bulky items are also excluded from You Shop, We Deliver. This includes non-grocery lines including topiary lines, shrubs or small trees, compost, bark or any of the palleted lines and large electrical, household products e.g. televisions or hoovers available in selected branches.

Food that should be consumed on the day of purchase must be taken by the customer on the same day. Waitrose & Partners take no liability for delivering food that is out of use-by date if picked by the customer for delivery at a future date.

These Terms of Use govern your conduct associated with the Customer Ratings and Review service (the "CRR Service") offered by Waitrose Ltd (“Waitrose”). To the extent of any conflict between Waitrose's Privacy Policy and these Terms of Use, these Terms of Use shall control with respect to the CRR Service. You may only use the CRR Service if you agree to the following terms and conditions. Your use of the CRR Service demonstrates your acceptance of these terms and conditions and you agree to be bound by them.

By submitting your email address in connection with your rating and review, you agree that Waitrose and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

By submitting any content to Waitrose, you represent and warrant that:

• you are the sole author and owner of the intellectual property rights thereto;
• all "moral rights" that you may have in such content have been voluntarily waived by you;
• all content that you post is accurate;
• you are at least 18 years old;
• use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity;
• you are not using the website for any commercial purpose.

You further agree and warrant that you shall not submit any content:

• that is known by you to be false, inaccurate or misleading;
• that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
• that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
• that is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
• for which you were compensated or granted any consideration by any third party;
• that includes any information that references other websites, addresses, email addresses, contact information or phone numbers
• for advertising purposes;
• that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold Waitrose (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.) harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable legal fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

By using the CRR Service and by submitting any content to Waitrose, you understand and consent to Waitrose using the content submitted for any advertising and/or marketing purposes, which may include, but is not limited to, the use of your nickname, location, overall rating, review title, review and recommendation in any marketing and/or advertising in-store and in any social media channels, online, emails, Waitrose publications, magazines and editorials.

For any content that you submit, you grant Waitrose a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, market, advertise, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at Waitrose's sole discretion. Waitrose reserves the right to change, condense or delete any content on Waitrose's website that Waitrose deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Waitrose does not guarantee that you will have any recourse through Waitrose to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Waitrose reserves the right to remove or to refuse to post any submission for any reason.

You acknowledge that you, not Waitrose, are responsible for the contents of your submission.  Your views do not represent the views of Waitrose. None of the content that you submit shall be subject to any obligation of confidence on the part of Waitrose, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

To ensure we're able to publish your review, please:

• Ensure your review contains a minimum of 50 characters.
• Keep your review focused on the product.
• Refrain from mentioning other retailers or the specific price you paid.
• Do not include any personal information, such as full names or addresses.

So that we can resolve any issues as quickly as possible, if you are experiencing issues with the website or your delivery, please contact us directly - we'll be happy to help.