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 flat. From Sunday 30th August 2020, your delivery will not be bagged. Safety is our highest priority and our colleagues will continue to follow social distancing guidelines and will not enter your home when they deliver your order but can assist you in transferring your order from the totes to your own bags or containers. Our drivers also have sanitiser which they will continue to use before and after each delivery. Please have bags or a suitable container ready for when your shopping arrives or during your collection slot. If you are shielding, we would ask that you leave bags outside your door so that the driver can transfer your shopping into your bags for you.
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.