Welcome to Sainsbury's home

High Demand in our Contact Centres - FAQs to help you

It’s really important to us that you have the answers to your questions and the information you need as quickly as possible during these unprecedented times.

We’re currently experiencing a larger number of calls than normal. To help you resolve your query, we have provided responses to Frequently Asked Questions below.

How we're responding to Covid-19

Please click here for the latest information and guidance on how we’re working to feed the nation.

An item is missing from my order?

You can fill in a Refund Request Form if you have items in your Grocery Delivery that are:

  • Missing
  • Short in their ‘use by’ date (within 48 hours of delivery only)
  • Damaged

 Please note you can make this request within 30 days of delivery. Your statutory rights are not affected.

 What do I do if I’m not happy with substitutions?

Substitutions can be refused on the doorstep. Simply return them to the driver and you’ll receive a refund automatically within a few days. If you accept the substitutions offered at point of delivery, refund requests for substituted items will be rejected. For more information, and to read about our Substitutions Promise where you’ll receive an eVoucher for the difference if they cost you more, click here. 

How do I place an order?

Click here for guidance on how to place an order online.

Can I amend my order?

You can make amendments and cancel your order before 11 pm the day before your delivery is due. You can find more information here.

Can stock in store be checked?

Yes, you can check the stock at your local store here.

Why can’t I get a delivery slot?

We are giving our customers who are vulnerable priority access to our online home delivery service, and are working with the government to identify those who they consider the most vulnerable. You can read about how we’re working to support vulnerable customers here. 

Can I register for Click & Collect?

We are now accepting new customer registrations to our Click & Collect service. The service allows you to order and pay online, then collect your groceries at a time that suits you. Slots are subject to availability, and you can book a maximum of one slot per week. Log in here to check Click and Collect in your area.

What if I can’t get a delivery slot even though I’ve been identified as vulnerable?

New delivery slots are released each day, so please keep checking for available slots. It can take up to two days from registering for online delivery to be able to book a slot. Please remember that customers have access to a maximum of one delivery slot per week.

I had a delivery slot, but now it’s gone?

Be sure to check out your basket within two hours or your delivery slot will expire. 

I have a delivery slot but my order won’t progress?

Trying these might help:

  • Clearing your browser cookies/cache 
  • Removing any vouchers or promotions
  • Updating your card details

How do I update my card and personal information?

You can find more information on how to update your details here:  

Why is my account showing as inactive?

You’ll need to accept the registration email we’ve sent you (don’t forget to check your spam/junk folder too).

Have you restricted any items? 

We have a maximum purchase limit on some items we sell. These limits will show as you place your order on our website and our customer service team can’t override these limits.


If these FAQs haven’t answered your query, you can find more general FAQs in the help centre 

If we still haven’t answered your query, you can find our contact details here.