Welcome to Sainsbury’s Help Centre

What will happen if something I order goes out of stock before my grocery delivery?

Our offers change regularly, so always book your delivery time before you shop so that we can show you the offers that will be available on the day of your delivery. Offers are highlighted throughout the 'aisles and shelves' and all of our best offers are shown in the 'great offers' area of the website. It's worth checking the website closer to the date of your delivery to see any additional offers and limited-time offers that you can include in your order. The latest time you can do this is 11pm on the day before your delivery is due - don't forget to take your order back through the online checkout if you make any changes.

If a product is unavailable on the day of your delivery, your driver will bring a substitute selected by our personal shopper in your delivery store as a close alternative to your original choice. We'll note any substitutions on your paperwork

We’ll take full payment on the day of delivery and if you are happy with the substitute we've chosen there's no more to do. From the 26th of July 2016, if the price of the substituted product is higher than the original product we will send you an e-voucher for the difference to use on your next shop. For full terms and conditions please go here.

If you'd rather not keep it, hand it back to your driver and we'll refund it once it gets back to the store. We'll send you an email to let you know we've processed your refund, it usually takes between 3 and 5 days for the refund to transfer to your original payment card. Returned items will not produce a Substitution voucher.


If you'd rather we didn't send you substitutions you can do one of two things. 

  • Click 'review my substitutions preferences' against each item as you place your order
  • Go to 'my account' and let us know that you don't want substitutions.  Doing this will mean that we will never send an alternative if your chosen item is unavailable.

 

Whilst we do our very best to find a substitution if your chosen item is not available, sometimes there is no suitable alternative.  In this case your paperwork will show that no substitution was offered and you will not be charged.

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