What updates will I receive about my order?

What updates will I receive about my order?

Once we've picked your order, we will send you an email letting you know whether we have had to make any substitutions or if some items were unavailable. If there are any you are unhappy with, then let the driver know and they will process a refund for you.

Over the coming weeks we'll be gradually moving away from paper receipts with your deliveries and instead will be sending you an e-receipt. This is to align with our commitment to become a carbon neutral business by 2040.

As we move towards e-receipts, you may sometimes still receive paperwork, depending on which store your order was picked from.

FAQ's

When should I expect to receive it?

You’ll receive it on the day of your delivery.

If I call the customer service team, can they change an alternative product for me?

Sorry, this email is just a notification of what will be arriving. We can’t make further changes to your order, but if you don’t like something, simply hand it back to us when your shopping arrives and we’ll sort your refund within 5 working days.

Can I opt-out of this email?

Sorry, this is an important service email and we don’t include an option to opt-out.

How am I going to be charged for the changes made to my order?

Any alternative items will be charged in accordance with our Substitution Promise. Please check the paperwork or e-receipt accompanying your shopping for the final cost.

Why are you stopping paper receipts?

We want to reduce waste and our use of natural resources. It is part of our commitment to become a carbon neutral business by 2040. You can find more information on the NetZero page on the website https://www.about.sainsburys.co.uk/making-a-difference/netzero

E-Receipts - How will I know how much the order actually came to?

We will send you an email on the morning of your delivery, attached to this will be a PDF of your e-receipt and this will detail the cost of all the items in your order, any subs, as well as discounts received, vouchers used and the total price paid. It will have all the information the current paper receipt has. You may need to check your junk folder if you have not received it.

E-Receipts - How will I get the discounts, offers or deals that I used to get on a voucher?

These will continue to show in your digital wallet as they do at the moment. You will need to check your digital wallet in your online account to view any vouchers or offers that you have been awarded.

E-Receipts - What should I do if i have not received my e-receipt?

If you have not received your e-receipt please check the following:

1: Have you checked all aspects of the email? - Please check the full email from top to bottom as sometimes the attachment is not always displayed clearly at the top of the email. Sometimes the receipt can be attached to the bottom of the email (particularly on Apple products)

2: Have you downloaded the full content of the email? - Certain providers have been found to block some content from the email. You will have the option 'show blocked content' which should then allow you to view your receipt.

3: Have you checked your junk/spam folder? - Some email providers such as Yahoo and Live have been identified providers that push the E-receipt into spam folders.

4. You can also view your e-receipt in the 'My orders' area of 'My account'. Just click on the 'Download e-reciept' button.

If you're looking to amend/cancel your order you can see how to do this by clicking here .

If you're looking to amend your account details, click here to see how to do this

What updates will I receive about my order?

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