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Order update email - FAQs

What is the order update email?
This email notifies you of any products in your order which are unavailable, or if we’ve chosen alternative products for you. This email will also notify you if everything is in stock and arriving in full.

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.

I can’t see any pricing information in my email?
This email doesn’t include pricing information but you can find this on the paperwork accompanying your shopping.

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 accompanying your shopping for the final cost.

My actual shopping is different from what was written in my email – what should I do?
Occasionally, we have to make changes to your order after we have sent the email. Please check the paperwork accompanying your shopping for the final contents. If anything looks wrong, please Contact Us.

What does the arrow symbol indicate?
An arrow indicates an alternative product. When a product is unavailable, we’ll try to find a suitable alternative, unless you’ve told us not to.

What does the tick symbol indicate?
A tick indicates that some, but not all, of your ordered quantity of a product is in stock and will be arriving. We’ll try to find a suitable alternative for the remaining quantity.

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