About the Service
What is WaitroseDeliver?
Does it cost more to shop from home?
When I order from WaitroseDeliver who will do my shopping for me?
Will I find the same range of products, fresh recipes and menu items online as in a branch?
Using the Service
How do I get started?
I've forgotten my password. What do I do?
I'm already registered with Waitrose Direct. Do I need to register with WaitroseDeliver?
How do I use the collection service?
What do I do if I can't find a product?
Can I still take advantage of special offers and promotions?
How can I make shopping with WaitroseDeliver easier and quicker?
What are the system requirements?
What happens if I have any problems?
Placing an Order
Are there restricted shopping hours?
When must I place my order for delivery the next day?
Can I change or cancel an order once I have a sent it?
What happens if something I order is unavailable?
Can I make special requests?
How can I request traceability information for beef / veal?
Is there a minimum order value?
Receiving my shopping
How do I use the collection service?
How will my groceries be delivered?
Will my shopping be fresh?
What if I am not happy with my shopping?
Payment
How much does delivery and collection cost?
How can I pay?
When does my account get debited?
How do I know the system is secure?
Pricing policy
Contact Customer Service for further help
WaitroseDeliver is an online grocery shopping service that allows you to do your weekly shopping from the comfort of your own home via the internet.
All you have to do is choose the products on screen and select a delivery or collection date. Your order will then be hand-picked by our expertly trained personal shoppers, carefully packed and then delivered to your door or selected for you to collect.
All prices are exactly the same as at any Waitrose supermarket (including all special offers), and as always we give you our price commitment to bring you the best products at the best prices. Each week we price check hundreds of everyday items against those of other leading supermarkets to make sure that you're getting value for money.
At WaitroseDeliver, we've trained our personal shoppers to choose only the freshest, longest shelf-life products available. And because all our shoppers are Partners in the business, with a personal stake in the success of Waitrose, it is vital to them that you are happy with the service you receive.
Our online shopping service is designed to meet the expectations of all our customers and we have worked hard to recreate the branch experience online. Almost all products sold at your local Waitrose supermarket are available for home shopping*, and all offers available in branch are available online. We even flag them up for you so that you won't miss the chance to make a saving.
*Unfortunately we are unable to offer some selections through WaitroseDeliver, including hot food, greeting cards, gift vouchers, self-selection sweets, self-selection cheeses and salads and create a pizza.
Before you start shopping with WaitroseDeliver you need to register.
To register with WaitroseDeliver, click on the 'Sign In' button at the top of the screen and follow the on-screen instructions. Once you have registered, you can begin shopping. Help is available on every page - just select the 'need help on this page' link.
If you can now remember your password:
If the password hint has not helped you to remember the password:
If you have requested an email containing a unique code because you have forgotten your password, follow these instructions to find out how to use this code to start using the site again.
If you have any difficulties using your unique code, please contact Customer Service.
In order to personalise the WaitroseDeliver service and to ensure that we can offer you the best delivery or collection locations, we will need you to register your details on the site.
You can choose to collect your shopping from any Waitrose branch listed, even if you live outside its delivery areas.
On the slot booking page (which you reach immediately after signing in, or by going to the checkout), select the branch you wish to use from the dropdown list provided, underneath the grid. The available collection slots for that branch will then be shown. Click the carrier bag icon on the preferred day and time of collection. Collection slots are available during normal branch opening hours. For further details go to book a store collection date & time.
We will aim to process payment for your order before you collect but there may be occasions when this is not possible. Please confirm with the branch upon collection.
To collect your shopping, go to the Customer Service counter at your chosen branch during your booked time slot and they will bring your order to you.
You can collect your shopping yourself, or send someone else (they must be aged over 18). However, please note that, all customers collecting shopping, whether the registered customer or a third party, will be asked to provide identification for the person who is paying for the shopping. The identification must match the cardholder’s name shown in the payment details on the checkout page. The card will not be required.
There is a search facility to help you to find a product quickly. Type in the name of the product, the brand or some of the words in the product description (eg tomato soup) and click 'go'. The system will then search for product descriptions that contain all the words you entered.
If the product you are looking for is not in the list of products, search again using different words, or widen the current search to find loosely-matching products. The system will automatically look for products that sound similar if no exact matches are found.
Special offers and promotions available at your local Waitrose are also available through WaitroseDeliver, and we've flagged them clearly with special symbols on the system. We have also included a 'Special Offers' product aisle so that you can see all the special offers in one place.
You can create and manage your own personal shopping lists so you don't have to start from scratch each time you use WaitroseDeliver. To make it even easier, we'll automatically save two types of shopping list for you: previous orders, and all the items you've ever purchased through WaitroseDeliver.
Find out how to use Shopping Jotter
WaitroseDeliver is compatible with the most recent versions of the following web browsers:
WaitroseDeliver is optimised to be used at screen resolutions of 800x600 or higher, but preferably 1024x768.
WaitroseDeliver will only work correctly if your browser runs Javascript and frames. Some functions on the site will only work properly if pop-up windows are allowed.
For help to configure your browser, try our browser tester.
If your browser does not support any of these features, orders can be placed for WaitroseEntertaining by contacting Waitrose Customer Service department, on freephone 0800 188884 or email at customer_service@waitrose.co.uk.
The WaitroseDeliver site has help sections on every page. However, if you experience any problems, please contact Customer Service.
The Waitrose Customer Service department is open Monday to Friday 8am-10pm, Saturday 8am-8pm and Sunday 9.30am-6pm.
Waitrose offers an extension to your normal shopping hours so you can shop at a time convenient to you - 24 hours a day seven days a week. Have your shopping delivered direct to your door (dependent on your postcode), or arrange to pick up your pre-packed shopping from your nearest participating Waitrose supermarket at a convenient time.
Orders must be placed by midday for deliveries or collections on the following day.
Yes, up until midday the day before your delivery or collection date. Click on 'My Account' in the top menu, and then on ‘My Orders’ to cancel, delete from or change the delivery/collection time. To add more products, find them in the product listings and click 'add to order/list'. Follow our detailed instructions.
We make every effort to ensure availability. However, if an item you require is not available, you can substitute a product.
When placing your order, please indicate whether you will accept substitutes for any product not in stock. If you choose to accept substitutes, your personal shopper will select the most appropriate alternative.
To view or change this preference, select the My Trolley link at the top of every page. The substitution option is displayed above the trolley contents as a tick box.
On the main trolley page you can also make exceptions to your overall substitution option for individual products. Alongside each product in the trolley there is a tickbox, just after the price column. Click in this box to add or remove the tick (a tick means "yes, please substitute"). If you have specific requirements about what substitutes you prefer, enter these in the space for notes, which is just after this box e.g. "if strawberry yoghurt not available please supply raspberry".
You can add notes to your trolley or shopping list to specify any special requirements for an individual product such as 'please select ripe bananas ready to eat, enough to serve four people'. At Waitrose we do our very best to ensure that we do your shopping the way you would do it yourself.
You can also add a comment for your whole order when you checkout your shopping such as 'please watch out for my big, brown dog when delivering'.
You can use the "notes" tool on the site to add a message against any beef or veal lines from our Service Counter section on the site, to request traceability information of the products:
You will now be able to use the "add note" tool.
The Partner who picks your order will make sure that the Service Counter Partner puts the traceability information on the product.
Yes. You can view the minimum order value (excluding the delivery or collection charge), on the 'Grocery' homepage.
If you are within one of our delivery areas, we will deliver direct to your door.
Select a time slot, for example 9:00am-11:00am, during which your shopping will arrive.
Alternatively, you can arrange to collect your shopping at a Waitrose branch (service available from selected branches only), during normal store opening hours.
All your shopping will be carefully packed into separate and easily identifiable bags (dependent on whether they are dry, chilled or frozen items), and put into protective crates. Your groceries will then be delivered in special chilled vans with freezer boxes to ensure that your chilled foods arrive chilled, your frozen foods arrive frozen and your dry goods also arrive in perfect condition.
Waitrose is famous for the range and quality of our fresh produce, so you can be certain that we will only select the freshest and best for you.
If we have substituted any items in your order that you are not satisfied with, our delivery driver will take them away and ensure that your account is credited accordingly.
This is a free service. You will not be charged for your shopping to be picked, packed and delivered. In branch collection is also free.
All major credit and debit cards are accepted including Maestro UK (not International), Visa Credit, Visa Debit, American Express, MasterCard, Solo, Waitrose and John Lewis Account Cards and, of course, the Partnership Card.
We do not take payment for your order until the entire order has been picked. This is usually the day of delivery or collection, except for early morning deliveries or collections when we will take payment the day before.
Waitrose uses the latest technology to protect your credit and debit card details, and does not release personal information to any other companies outside the John Lewis Partnership.
WaitroseDeliver uses the most up-to-date version of the Secure Sockets Layer (SSL) protocol to protect all the personal information you provide. This means that your information is encrypted and scrambled while in transit and cannot be read by anyone else.
You can choose for your credit card number to be stored on our secure database, so that you do not need to enter this information again for future orders. This database is not accessible from the internet and access is also restricted internally within Waitrose.
By using these security methods, other visitors are prevented from accessing or viewing your personal information at all times.
More information on our security and privacy policy is available on the home page links. Click on the WaitroseDeliver logo on any page to go straight to the homepage.
Prices quoted are always estimated for the 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.
If you are having difficulties and would like more help, please contact our Customer Service team.
