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How do I add / amend my order?

You can amend your order up to 11.45pm the day before your delivery date. Some orders may be changed later than this, please check your order confirmation email for more information

Click on the 'My Orders' link at the top of the page, and select 'View all orders due for delivery'. You'll see a list of all your orders in progress.

Find your order from the 'Orders due for delivery' section then just click on the 'Make a change to this order' link for the relevant order.

Click on 'Continue to shop for the order'

Remember you must checkout your changes or you will receive your original order. You will not be charged again for your original order.

To add Clubcard vouchers and e coupons after you have checked out your order follow these steps: Find your order from the 'Orders due for delivery' section then just click on the ' Make a change to this order' link for the relevant order, click on 'Add ecoupons and vouchers'. Click on "Add ecoupon or voucher to your order" and type the code in.

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How do I cancel my order?

You can cancel orders up until midnight on the day before your delivery is due. Click on the 'My Orders' link at the top of the page, and select 'Orders due for delivery'. You'll see a list of all your orders in progress.

Find your order from the 'Orders due for delivery' section then just click on the 'Cancel this order' link for the relevant order.

Click 'Yes' to confirm.

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How do I see my order history?

Click on the 'My Account' link at the top of the page. Click on the link named 'Previous orders'. This will display the order history for your grocery account.

On this page you can view orders that you are currently shopping, orders you have checked out and are awaiting delivery or cancelled orders.

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How do I check my delivery time?

Click on the 'My Account' link at the top of the page. Click on the link named ' Previous orders '. This will display the order history for your grocery account.

On this page you can view orders that you are currently shopping, orders you have checked out and are awaiting delivery or cancelled orders.

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How is my order confirmed?

Once you have checked out, you will receive a confirmation e-mail detailing all products, quantities and guide prices relating to your order.

Please make a note of the order number in case you need to contact us.

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Can I order to a different address?

You can order to a different delivery address

First, ensure you have selected the correct delivery address before you book a delivery slot. To add a delivery address click on "Change delivery address", in the Delivery details section on the right hand side of the home page. Enter the contact details needed and then click on "Use this address".

You can then select a convenient delivery slot and click on "Begin shopping".

If you do not book your delivery slot before or during your shop, you will be prompted to at the checkout stage, however it is best to do it before placing your order to ensure you see the right range of products available for you to order.

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How do I change my delivery address?

Please make sure you select your correct address from your address book menu before you place your order to ensure you see the right range of products available for you to order.

You can change a delivery address during an order by clicking on "Change delivery address" in the in the "Delivery details" section on the right hand side of the home page. Select the address you would like the order delivered to from the drop down menu or click add a new address

Please note that changing your delivery address may mean that:

  • Your chosen delivery slot is no longer available
  • Products in your shopping basket are no longer available
  • Different promotions are available to you
  • You may lose your current delivery slot reservation on your current basket
  • To continue with changing the delivery address click on "yes".

After checkout

Please contact our customer services department on 0800 50 55 55.

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How do I return products?

If you are in any way dissatisfied with any of the goods that have been delivered, including unwanted substitutions, the driver will return those goods to the store and arrange for a refund to your payment card.

If you discover a problem after the driver has left you can contact Customer Services on 08457 225533 between 7am and 11pm Monday to Saturday, and 10am and 6pm on Sunday.

Or alternatively, complete our product query form where you can detail any issues with products you have received.

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Choosing substitutions

Your Personal Shopper picks your order by hand on the day of your delivery, so not all the products you have ordered may be available when your order is picked. That is why we ask you to tell us what you want us to do if your first choice is not available - these are called your substitutions.

When you checkout, you can choose a substitution policy for a particular item or the whole order.

Substitutions

You can advise your picker what to do if any of your products are unavailable and what to pick as a substitute. Click the 'view full basket' button on the right of the screen at the bottom of your basket. You will see your basket displayed with a column for substitution notes. Click on the row of the product in the substitution note column, then edit.

Picker notes

You can leave short notes for your Personal Shopper to read as they pick the products for your order. For example, you could add the note: "Green bananas please", which the Personal Shopper would read as they picked your bananas.

Click the 'view full basket' button on the right of the screen at the bottom of your basket. You will see your basket displayed with a column for picker notes. Click on the row of the product in the picker note column, and write your note.

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Further information about My order

Click here to contact us for more information

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