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All you need to know about our delivery service

Grocery delivery information

We deliver to 98% of UK households, in this article you can view information about your delivery, delivery charges and read some of our FAQs about our deliveries.

Delivery Articles:

 

FAQs


Our grocery service currently covers 98% of UK households. We deliver your grocery order from a store local to you and allocate these stores based on your postcode. You can check if we deliver to your area by clicking here, fill in your postcode and click Check Postcode.

We are constantly looking for ways to improve our grocery service and would like to hear your feedback. If we do not deliver to you, you can let us know by registering your details with us by clicking here. We will then be able to let you know in the future if we extend our service to cover your area.

Please note, we don't currently offer a delivery service outside of the UK as we can’t guarantee the delivery will be safe and undamaged during transportation.
 
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You or someone aged 18 or over on your behalf must be available to receive, inspect and sign for your grocery order. We will not be able to leave goods unattended under any circumstances.

To take the best care of your shopping, we pack your frozen and chilled goods in separate bags and keep them at the right temperature. Your shopping is then delivered in special vans with temperature-controlled compartments.

We will always deliver to the front door of your house or at least to the communal entrance to your block of flats. Our drivers may also deliver beyond your threshold as well, if invited to do so and it is safe for them to. Our ‘providing a safe delivery’ section sets out more.

Our delivery service does not include a detailed check of your shopping. The driver will hand you the delivery paperwork when your shopping is delivered. However, if you have any queries, you are welcome to call our customer helpline on 0800 328 1700.

If you are out for the time of your scheduled delivery, or are unable to meet our driver in your workplace within a reasonable time, we reserve the right to charge our standard delivery charge for re-delivery. Our 'providing a safe delivery' section below sets out more information. Please let us know as soon as possible if you are not able to be in to receive your delivery.

If you have not contacted our Customer Care Team on 0800 328 1700 within 24 hours to rearrange a failed delivery, the order will be cancelled and refunded and we may retain the delivery fee.

Please do not offer our drivers tips as they are not able to accept them.
 

The following information sets out our current delivery guidelines to ensure the health and safety of our customers and drivers are protected.

We will always deliver to the front door of your house or at least to the communal entrance to your block of flats. Our drivers may also deliver beyond your threshold as well, if invited to do so and it is safe for them to.

Our Driver will deliver to any floor of your residential building providing it is safe to do so. If the driver has safety concerns they will discuss alternative options with you for that delivery. The store will then contact you to discuss future deliveries.

Our drivers are equipped to make a reasonable adjustment to make a delivery where there are no lifts or those in place are not working, but will complete a dynamic risk assessment on each delivery to ensure it is safe and practical to make that delivery. The driver will consider any potential safety issues such as width and condition of the stairs and any risk to their personal safety.

Please note that our service does not extend to unpacking your shopping from its bags.

For deliveries to customers at a business address, we are only able to deliver to the ground floor communal entrance of your business, but are unfortunately not able to come up to your desk or place of work. If your business has a shared ground floor reception, this is the point to which we will deliver.

Please ensure you are available to receive and sign for the order within your timeslot. Our drivers will wait a reasonable amount of time for you to arrive at the ground floor reception to collect your order but if you do not arrive, they may need to leave without delivering your order. While we may be able to organise a redelivery for a subsequent time, we may need to charge for this redelivery.
 

If you're not in when we deliver your order, we'll put a "while you were out" card through your letterbox. This will contain details on how to get in touch with us to arrange an alternative delivery time. Drivers will also try to get in touch with you on the phone to rearrange a delivery time. If you haven't provided a contact phone number on your account, you can contact us for more information on your delivery.

If you're delivery has not arrvied in your allocated time slot please give us a quick call and we'll look into this for you.
 

If you have any missing items, contact us and we'll be happy to help.

If you book a green delivery slot, this means a vehicle is already scheduled to be in your area.

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