Welcome to Sainsbury’s Help Centre

Changes to Click and Collect

We are delighted that Click & Collect Groceries is a popular service with our customers. We now have over 101 Click & Collect Grocery sites and we expect to roll out further sites in 2016. To support a more sustainable model and remain competitive, we are making two changes to the pricing of Click & Collect Grocery orders from 14th March 2016 onwards.

  • Until 13th March 2016 there is a £20 minimum order value on any Click & Collect Groceries Order and collection is free. From 14th March 2016 there is no minimum order value on any Click & Collect Groceries Order and collection on a basket of £40 or more is free.  There is a collection charge of £4 on all orders under £40.

  • Click & Collect slots for orders under £20 are available to book from 13th March 2016.


Changes to the Click and Collect Groceries:

  • We have removed the minimum spend that required customers to spend over £20 before checking out online
  • We are introducing a £4 collection charge for baskets under £40


    FAQ’s
    Q. When did we inform customers of this change?
    A.We have sent emails to 12-week active Click and Collect customers 3 weeks in advance i.e. 22nd We have also updated the website so you can see the collection charge when placing orders below £40.

    Q. Do I get free collection if I have a Delivery Pass?
    A. No, all orders less than £40 basket value will be charged £4 for collection.

    Q. Will evouchers be allowed as part of the minimum basket requirement?
    A. Yes, you can use evouchers. You will only be charged £4 if the total basket value falls below £40.

    Q. Will I get free collection if I have £40 worth of items of e.g. Stamps, Spirits, Liquors, Tobacco?
    A. Yes, as long as the order meets the minimum basket requirement of £40 or more

    Q. I did not receive any communication to inform me of this change?
    A. We updated this on the website 3 weeks prior to this change and was highlighted on the collection slot selection page.

    Q. I have placed the order prior to the change and I was unaware of the charge?
    A, Our booking slots are available 3 weeks in advance and when booking the collection slot, you would have noticed the charge mentioned for any click and collect orders below £40.

    Q. Will I be charged if order falls below £40 due to the items being unavailable?
    A. No, you will not be charged if the original basket value was £40 or more.

    Q. Where can I get information of the Click and Collect groceries on the website?
    A. You can get more information on sainsburys.co.uk/collect or the store locator http://stores.sainsburys.co.uk/

    Q. Where and when can I collect my Click & Collect Grocery order?
    A. We are regularly adding more stores so the best source for this information is our store locator http://stores.sainsburys.co.uk/ or selecting the collection time and store when placing the Click & Collect order.

    Q. What is Grocery Click & Collect?
    A. Our Click & Collect service is a convenient way for you to pick up the groceries you've ordered online, from one of our selected locations http://stores.sainsburys.co.uk/

    Q. What if I don't arrive on time for my Click & Collect Grocery order?
    A. Don’t worry if you’re running late. Your order may still be available at the collection point.  Our colleagues will let you know and we’ll do our best to get it to you.

    It’s also not a problem if you’re slightly early.  You’ll still be able to pick up your order and we’ll deal with it as quick as we can. For example, if your slot is between 2pm to 3pm and you arrive early 12pm, please go to the Customer Service desk instore and our colleagues will be on hand to help.

    Q. Can I change or cancel my order for Click & Collect Groceries?
    A. Yes,

  • Amending an order?
    You have until 11pm on the day before collection to amend your order.  Simply log into your account on our website and make the changes to your order.  Remember to checkout your order before 11pm.

    Cancelling an order?
  • You can cancel your Click & Collect groceries order through our website up until 11pm on the day before collection.  If for any reason you wish to cancel after this point you will need to contact us.


Q. Can I place a Click & Collect order over the Telephone?
A. No, only customers can place a new Click and Collect Groceries order by logging onto our online groceries website. We cannot place a new Click and Collect order for you over the phone.

If you call, we can only do the following:

  • We can amend the timings of click and collect groceries order originally placed by you
  • We can change to order from Click and Collect to home delivery originally placed by you
  • We can amend your order by adding or removing items in the Click & Collect order


Q. How do I know of the collection point?
A. When you arrive at store, please follow the signs to the Click & Collect Groceries point in the car park.

A. Can I include general merchandise goods in a Click & Collect grocery order for collection at store?
Q. Yes, general merchandise is available to collect. These items are subject to range and availability as part of the online grocery order.

Q. Can I place a Click and Collect Groceries order for same day collection?
A. No, you need to place the order one day prior to your intended collection date. You can amend the order up until 11pm on the day before your collection date.

Q. How far in advance can I book my Click and Collect Grocery order?
A. You can place your order up to 20 days in advance (subject to availability).

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