Occasions by Sainsbury’s

• You can browse Occasions by Sainsbury's products by visiting Sainsbury's Groceries and logging in to your account to begin shopping.
• You can either use the search bar and look out for Occasions labels or go to the Occasions hub from the website menu at the top of the page to explore our range.

• Yes, you can order Occasions by Sainsbury's products either as a standalone order or alongside your regular grocery items so you can get everything you need for your event in one place for home delivery or collection from one of our Sainsbury's stores Occasions collection points.
• For perishable food items, we recommend choosing delivery or collection on the day you plan to consume them,as most use-by dates are the same day.
• Please note, Occasions by Sainsbury's products are specially prepared for you. So, you must submit your order at least 4 days in advance (individual lead times are displayed on the product information).
• From time to time, such as during seasonal periods, we may require more time to prepare your order. We recommend securing your slot before you shop, so you can easily see which items are available. If your chosen slot doesn't allow enough preparation time, items will appear as unavailable.

• Occasions by Sainsbury's products are specially prepared for you. So, you must submit your order at least 4 days in advance (individual lead times are displayed on the product information).
• From time to time, such as during seasonal periods, we may require more time to prepare your order. We recommend securing your slot before you shop, so you can easily see which items are available. If your chosen slot doesn't allow enough preparation time, items will appear as unavailable.

Home delivery:

• The minimum order value is £25
• Orders under £50 will be charged £7.50 for standard home delivery, you must order at least 4 days in advance (individual lead times are displayed on the product information)
• Orders over £50 will vary between £1- £5.50

Collection:

• There is no minimum order value on any Click & Collect grocery order.
• Orders under £25 will be charged £4 for collection, you must order at least 4 days in advance (individual lead times are displayed on the product information)
• For orders over £25 you'll be charged 50p

Yes, there are restrictions on some products:

• Alcohol: Maximum of 36 bottles/boxes of wine, prosecco, and champagne; 36 bottles of spirits; and 10 multipacks of beer or cider per order.
• Bottled water: Maximum of 36 single bottles, 6 5L bottles, and 6 multipacks per order.

Allergen details are available in each product description on Sainsbury's online. Simply select the product while browsing to view its nutritional and allergen information.

Always check the physical product label ingredients for allergens before consuming if you have allergies, do not just rely on the information provided online.

The shelf life of our Occasions/time to prepare products varies by each product. Since these items are perishable, we recommend choosing delivery or collection on the day you plan to consume them to ensure your products are at their freshest.

Add the items you would like to your trolley, then press "Checkout". On the checkout page, you can:

• book your slot
• confirm delivery or collection details
• choose carrier bag preferences
• add coupons/Nectar Points
• review the order summary
• set substitution preferences

You can choose delivery or collection and select your preferred date/time slot.The slot will be held for 2 hours.

If any items are unavailable, you will be informed before you check out and offered alternatives.

Once you click on 'continue to check out' you will enter your payment details (payment will be taken on the delivery/collection day).

You will receive an order confirmation via email and SMS if a mobile number is provided.

If you are unable to place an order online, please contact our order line team at 0800 917 8557 (Monday - Friday, 09:00-17:00).

• Some of our suppliers need more time to prepare certain Occasions by Sainsbury's items than others.
• If your selected slot doesn't allow enough preparation time, the item will be shown as 'Change slot to add', which means you need to choose a different delivery/collection time that allows for the required preparation time shown on the product.

• Yes, you can earn Nectar Points when you place an order using your Nectar Card. Points will appear in your account within 48 hours of delivery or collection.
• Firstly, you must link your Nectar card to your Sainsbury's online account.
• When you're placing an order on the Sainsbury's website, you'll need to follow the process through to the checkout stage.

To add your Nectar card follow the below steps:

1. Log in to your account Select 'My Account'
2. Go to 'My Cards'
3. Click on 'Add Nectar Card'

To link your Nectar card follow the below steps:
New Customers

• Once you have added your Nectar card to your GOL, following the above steps, if you are a digitally enabled Nectar customer, you will be asked to verify your account via 2FA (Two Factor Authentication).
• This will be sent either by SMS or Email so please ensure your Nectar and GOL account details are up to date.

Existing Customers

• You may need to 'verify' your account before you can spend your Nectar points.
• To do this, simply navigate to the Nectar page in the 'Account Section' of your Sainsbury's Groceries Online to verify your account via 2FA (Two Factor Authentication).
• This will be sent either by SMS or Email so please ensure your Nectar and GOL account details are up to date.

On the final checkout screen, you'll see an option called Nectar, E-gift card and Coupons.

Follow the steps below to pay with your Nectar points:

• Click 'Redeem coupon'
• The first box will show how many Nectar points you have available, enter the amount you'd like to redeem
• Click 'Spend points'
• If you scroll down, you'll see your points have been converted to a coupon
• Select the relevant coupon and click 'Apply'
• Click 'Continue' to checkout
  You'll see the coupon applied at checkout.

• Amending an order: You can make changes to orders with Occasions products until 8pm the day before the preparation period starts. Once we have started to prepare your order, the item(s) can no longer be amended.
• Cancelling an order: Orders with Occasions products can be cancelled until 8pm the day before the preparation period starts.Once we have started to prepare your order, the order can no longer be cancelled.
• Multiple Occasions products: If your order includes several Occasions products, you can cancel the entire order until 8pm the day before the longest preparation period starts.
• Cancellation Method: Orders can only be cancelled through our website, not by email.
• If you need help with this please contact us on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm).

• You can make changes to orders with Occasions/time to prepare products until 8pm the day before the preparation period starts. This includes changing the items, collection or delivery times and cancelling the order.
• If your order includes several Occasions/time to prepare products, you can cancel the entire order until 8pm the day before the longest preparation period starts.

If you're having issues with the website, please try clearing your internet cookies and cache using the following steps:

A short cut for all browsers is to hold CONTROL, SHIFT + DELETE on your keyboard. This will bring up your internet options to clear all cookies and cache.

Once you have done this, please log out of your online account and close your internet browser. Load your browser back up and log back into your account.

If you are still having issues with the website, please get in touch with the Careline team on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm) or through our social media team.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

You can amend all your details on your online account, however if you can't do this for any reason, please contact us on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm), or through our social media team.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

• If you've opted in to subs: Occasions/time to prepare products are made to order, and substitutions are rarely needed. However, if we do need to offer a substitute, and there is a suitable available, we'll choose the most similar item available from our store. If you are unhappy with the substitution we have provided, you can hand it back to the groceries colleague and they will process a refund.
• If you've opted out of subs: Occasions/time to prepare products are made to order and rarely unavailable. If an item is unavailable, no substitutes will be provided based on your preferences. View your substitute preferences here.

• An order confirmation will be sent automatically to the email address you registered on the Groceries Online website. You will also receive an E-Receipt on the day of collection/delivery, after payment is taken, which will detail the items on your order, and the total amount paid.
• If you have opted in to substitutions and there is a suitable item available, we'll choose the most similar item available from our store.
• You can hand the substituted item back on delivery/collection if you feel it is not suitable, and we'll issue you a refund for the item.
• If you haven't received your order confirmation, please check your 'junk or spam' folders to see if it has gone into there.

If you need help with this please contact us on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm), or through our social media team.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

• When placing your order online, you can select a 1-hour collection slot at your chosen store.
• On the day of collection, we'll have everything ready and waiting for you within that time-slot.
• If you know you're running late to pick up your order, please contact the store and they'll do their best to help you.

• When you arrive at your selected store, follow the signs to the Click & Collect zone in the car park.
• A colleague will greet you, check your ID and discuss any details like substitutions.
• If you're parked in the customer collection space, they will offer to load your shopping into your car, otherwise they will hand over your shopping for you to take away.
• Bags will not be provided, so please bring your own if you need them.

When you arrive at your selected store, follow the signs to the Click & Collect zone. A colleague will greet you, check your ID, discuss any details like substitutions, and ask you to sign for your order.

If you're parked in the customer collection space, they will offer to load your shopping into your car. Otherwise, they will hand over your shopping for you to take away.

• An order confirmation email will be sent to the email address you gave us when you placed your order.
• This will include a list of the items you purchased, and the total amount paid. If you require a VAT receipt, please contact us.

If you need help with this please contact us on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm), or via the links below.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

Unavailable/missing item/s:

• If any of the items you ordered are unavailable, this will be shown on your E-Receipt, which you should receive on the day of your collection/delivery.
• Often it is only on the day itself when we know that an item is missing; in these instances, we will endeavor to offer an appropriate substitution as the next best alternative (unless you have chosen to opt out of substitutions when you placed your order).
• If we are unable to find a suitable alternative or you feel the substitute item is not suitable, you can return it to the driver/store colleague, and it will automatically be refunded.
• If you notice at the time of delivery, we can process returns on the doorstep, but if you need additional support please contact us on 03301 231129.
• If you notice an issue at time of collection, we can process a return at the collection point but if you need additional support, please visit the customer service desk in store or contact us on 03301 231129 so a colleague will assist you further.

Our phone lines are open Monday - Sunday 8:00am - 11.30pm.

• Refunds for transactions made using a debit card may take 5-7 days (including weekends and bank holidays).
• If you've any problems with a refund, please don't hesitate to contact us on 03301 231129 (our phone lines are open Monday - Sunday 8:00am - 11.30pm).
• Direct contact with your card provider may also help you find out the status of your refund.

If you have not found the answer you need, please contact us on 03301 231129.

Our phone lines are open Monday - Sunday 8:00am - 11.30pm.