Groceries- Problem with a delivered item including substitutions, refunds and returns
How do I return a substituted line? When your order charge is processed, we'll let you know of any substitutions on your email confirmation. If you are not satisfied with the choice we have made, simply inform the delivery driver when your delivery arrives. They will take the product back and ensure that your account is credited accordingly.
I've got a missing Item, what do I do? We are sorry if this has happened. Please call your local delivery branch to report the missing item. Their telephone number can be found on your order confirmation email or via our Branch Finder page. If you need extra help, you can also call our central Customer Care team on 0800 188 884.
How do I report a product quality issue to you? We do our best to ensure our products are to the highest standard. Please click HERE and select the topics of Product Complaint, and Product Quality then Contact Us to generate a form that will be sent directly to our Customer Care team. Alternatively, if you wish to contact our Customer Care team, our contact details can be found HERE.
Refunds and Returns for online grocery orders If you wish to return an unwanted or damaged product, you should return it to your driver and they will return it to the branch and process a refund for you. Your refund will be processed and you will receive an automated email notification with details of the refund. Please allow 5-7 working days for the amount refunded to appear in your bank account
If the driver has left, you can return any unwanted or damaged items you ordered, to a local Waitrose branch. The item must be returned within 35 days, with proof of purchase and in its original packaging. If you have any questions about this, please call our Customer Care Team on 0800 188 884.
The following exemptions apply: Chilled and frozen products (including Entertaining), Baby Food and Milk, Gifts Cards, Vouchers and e-top ups, Fireworks, Lottery Tickets and Scratch Cards, Tobacco, Cigarettes, Tobacco Products (papers, filters etc) Cigars, Unsealed DVDs CDs, Video Games, Unsealed earrings or hair accessories, Unsealed bedding (pillows, duvets, quilt covers, sheets).