Morrisons Pick Up

Terms and Conditions

My Pick Up
  1. Please read these terms and conditions along with our privacy policy, which can be found at your.morrisons.com/privacy-policy. By using the My Pick Up service you agree to these terms and conditions
  2. My Pick Up is only available in selected locations. Please confirm availability at your preferred Morrisons store prior to using.
  3. You must download and register with the My Pick Up App in order to use the Service. The app is available on devices that support iOS 11+ or Android 5+ operating systems (as a minimum) with internet access.  My Pick Up is separate to any other Morrisons registration, including Morrisons More. We recommend you use the latest mobile operating system.
  4. You will need to confirm you are over the age of 18 and provide your name, email address and a password. For security, please ensure you use a unique password for this App. For details about how your personal data is used, please read our Privacy Notice.
  5. Prior to using the Service, you must register a valid payment card within the App. These details are stored securely. You will not be able to access the My Pick Up store unless you have an account in the App with a registered valid payment card.
Payment
  1. You will be provided with a QR code to access the store. When you scan this, you will start the shopping trip. At this time, to validate your payment card, a pre-authorisation amount of £0 will be reserved.  Money is not taken from the bank account but may temporarily be shown as pending.
  2. You agree to pay for any item you and your party leave the store with.
  3. Your shopping will be automatically tracked by sensors and your card will be charged on leaving the store. You will be provided with a receipt within the App.
  4. To process your purchase efficiently, reputable third party banking and distribution institutions handle the credit and debit card transactions.  They receive the information needed to verify and authorise your payment card.  These organisations are under strict legal and contractual obligations to keep your personal information private.
  5. If your payment card is refused, we reserve the right to pursue any debt. You will not be allowed entry into a store whilst there is a debt on your account.
  6. If you dispute any item on your receipt you can notify us within the App. You must do so within one week of the transaction date to enable us to review the transaction.
Technical Issues
  1. The My Pick Up Service is provided on an ‘as-is’ basis and we cannot guarantee that it will be error free.  If you experience any technical issues you should report them to a member of staff who will be happy to assist you.  We may from time to time restrict access to the My Pick Up Service to allow for maintenance, repair or renewal, but if that happens, we will do our best to have the service running as soon as reasonably practicable.
  2. My Pick Up needs a connection to your mobile data service using 3G/4G. Your standard charges will apply.
Our right to stop you using the My Pick Up Service
  1. Morrisons is entitled to withdraw the My Pick Up Service at any time at our discretion.  
  2. We reserve the right to block your use of the My Pick Up Service at any time if you do not comply with these terms and conditions.  Your statutory rights are not affected.
  3. We reserve the right to report any suspected abuse of the My Pick Up Service to the police and/or to instruct a debt recovery agent to seek payment from you on Morrisons behalf.
Changes to these Terms and Conditions
  1. We revise our terms and conditions from time to time.  If we make any material changes we will bring them to your attention, giving you an opportunity to review such changes.  If you do not wish to accept the new terms and conditions, you should discontinue use of the My Pick Up Service.  Continued use of the My Pick Up  Service after the date on which the change comes into effect shall be considered your acceptance of the new terms and conditions.
What we are not liable for
  1. The My Pick Up Service, including the App, is provided on an ‘as-is’ basis without any warranties, either express or implied, including any implied warranties of satisfactory quality, or fitness for particular purpose.  
  2. Nothing in these terms excludes our liability for the following: death or personal injury caused by our negligence; fraud or fraudulent representation; liability which may not be limited or excluded by section 31(1) Consumer Rights Act 2015; defective products under the Consumer Protection Act 1987. Subject to this, we will not be liable for losses suffered or costs incurred arising out of your use of, or the availability or lack of availability of the My Pick Up Service.  This includes if your device is corrupted, damaged or fails to operate or is lost or stolen. 
Returns
  1. If you wish to return an item purchased using the My Pick Up Service, you must raise a dispute within the app. Refunds cannot be processed in Morrisons stores. Refunds are only made onto the card that made the original payment.
Disputes
  1. These terms and conditions are governed by the laws of England and Wales.  You can bring legal proceedings in respect of your use of the My Pick Up Service in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or English courts. If you have a complaint, or would like to bring a matter to our attention please contact our Customer Services team in the first instance:

    Customer Services
    If you have any questions or complaints, please contact our Customer Services team on 0345 322 0000 between the hours of 8.00am to 11.00pm every day of the week.


    Alternatively, please write to us at:

    Customer Services Department
    Wm Morrison Supermarkets plc
    Hilmore House
    Gain Lane
    Bradford
    BD3 7DL

    We are always interested to hear your feedback in relation to the Service.

General
  1. You are not permitted to transfer or assign any of the rights granted under these terms and conditions.  Should we decide not to pursue a breach of these conditions immediately, we may decide to do so at a later date.  We are not responsible for any breach of these terms and conditions caused by unforeseen circumstances over which we have no control.  Should any part of these terms and conditions be found to be invalid, this shall not affect the validity of the remaining provisions which will remain in full force.  Nothing under these terms and conditions shall give rights to any person who is not a party to it (whether under the Contracts (rights of Third Parties) Act 1999 or otherwise).
  2. Our full legal name is Wm Morrison Supermarkets plc.  We are a public limited company incorporated in England and Wales.  Our registered company number is 358949 and our registered office address is Hilmore House, Gain Lane, Bradford, West Yorkshire BD37DL.  Our VAT number is 343 4753 55.

Updated on: 12 July 2021

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What is My Pick Up?

My Pick Up is a new type of store with no scanning of products and no checkout required.  With our new technology and unmanned store(s), your shopping experience is simplified to enable you to enter the store, take the product you want and exit the store.

Updated on: 13 July 2021

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How does the technology work?

Our new just walk out technology detects when products are taken from or returned back to shelves and keeps track of them in your virtual cart.  

Updated on: 13 July 2021

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How do I download the app?

Search for ‘My Pick Up in your app store.

Updated on: 13 July 2021

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Where can I use the app?

When you load the app you’ll be able to see the stores it’s available in. If you’re in one of those you’ll be able to start shopping. If not, you can see the available stores nearby.

Updated on: 13 July 2021

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How do I register for My Pick Up?

You will need to register for a new account by providing your Name, Address and a valid payment card.


We accept Visa, MasterCard and American Express as forms of payment.


We do not accept cash, prepaid cards or gift cards as forms of payment.

Updated on: 13 July 2021

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What if I forget my password?

You can click on the ‘Forgot Password’ link and this will allow you to reset it.

Updated on: 13 July 2021

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Does My Pick Up work on all smartphones?

The app will work on the below smartphones and operating systems:

Android: Anything with an Operating System Version 5+

iOS: iPhone 6 and onwards, and any iOS Version 11+

Updated on: 13 July 2021

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How do I gain entry into a store?

Use your app to enter the store by holding the QR code displayed on your phone screen over the door reader to unlock it.

Updated on: 13 July 2021

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What if I have friends or family with me?

You can use the app to let your friends and family into the store.  Simply scan the QR code and let them enter the building before you. 

Anything your guest(s) pick up and walk out with will be charged to your payment card.

Updated on: 13 July 2021

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How do I shop?

Shop just like you would in any other of our stores.  Anything you take from a shelf is automatically added to a virtual cart.  If you change your mind, just put the item back and you won’t be charged.  Friends and family can shop in the same way, however, anything they pick up will be added to your virtual cart.

Updated on: 13 July 2021

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Will the app recognise if I pick up an item but then put it back?

Yes, anything you put back on the shelf will automatically be removed from the virtual cart.  This includes any items your friends or family put back, these will be removed from your virtual cart.

Updated on: 13 July 2021

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What happens if I take something from a shelf and hand it to someone else?

Any product you remove from any shelf will be automatically added to your virtual cart, even if you hand the item to someone else.  You will still be charged.

Updated on: 13 July 2021

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How do I checkout?

You just simply walk out of the store.  You are not required to scan a QR code.  No queue.  No checkout.

Updated on: 13 July 2021

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How do I pay for my shopping?

Payment will automatically be taken from your registered payment card when you exit the store.  Payment will also be taken for any products your guests have picked up.

Updated on: 13 July 2021

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How do I manage my payment cards?

You can add, edit or delete a payment card from within the app.

Updated on: 13 July 2021

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Will I get a receipt?

Your digital receipt will be automatically uploaded into the app as soon as you leave the store.  You will be notified your receipt is ready for you to check.

You will also receive an email receipt, please check your email spam folders if you don't see it in your inbox."

Updated on: 15 July 2021

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Will I be video recorded during my shop?

You will be recorded during your shop for the purpose of being able to ensure you are correctly charged for only the goods you exit the store with.  This footage also supports the disputes process when a receipt is challenged.  


CCTV footage will also be recorded for the purpose of safety for customers and colleagues.

Updated on: 13 July 2021

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How do I return an item?

If you haven’t left the store, just replace the item back on the shelf and you won’t be charged.  If you have already left, you can request a refund via the app.

Updated on: 13 July 2021

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How do I request a refund?

You can request a refund via the app within 7 days of purchase.  Navigate to your receipt, click on ‘Report a Problem’ and follow the instructions.  You can edit the receipt for the items you are requesting a refund for and add a supplementary note to explain.

Updated on: 13 July 2021

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Should I return the item after I’ve requested a refund?

Refunds do not require you to return the item to the store. 

Updated on: 13 July 2021

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What if I have been charged incorrectly?

There is an option to ‘Report a Problem’ from within the digital receipt within 7 days of purchase.  You can edit the receipt to what you think it should be by removing or selecting items and are required to add a note to explain why you believe you have been charged incorrectly. 

If your dispute is successful you will receive an email confirming and your refund will automatically be processed back to your registered payment card.  If the dispute is unsuccessful, you will receive an updated receipt showing £0 refund.

Updated on: 13 July 2021

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How do Morrisons make the decision on whether my dispute is successful or not?

The camera footage will be reviewed to determine which items were picked up and taken out of the store, by yourself and/or your guests (if applicable).


If the footage shows the receipt is correct the refund request will be rejected and £0 refund will be given.


If the footage shows the dispute is correct and you have been incorrectly charged, the refund request will be accepted and you will be provided with the accurate refund.

Updated on: 13 July 2021

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How long will it take for me to receive my refund?

Morrisons submit refund requests to the customer’s bank or card issuer immediately.  Customers will see the refund as a credit approximately 5-10 business days later, depending upon the bank. 

Updated on: 13 July 2021

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How can I dispute a decision not to grant a refund?

If you disagree with the dispute decision, you can escalate the dispute by completing the following form: https://forms.gle/CZ4QhaZfmA5UUZmc8

Updated on: 13 July 2021

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Can I use my own bag?

Yes, using your own bags is encouraged when using My Pick Up.

Updated on: 13 July 2021

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What if the QR code doesn’t display when I log in?

You will need to check your payment card hasn’t expired and if so update it with a new valid card.

Updated on: 13 July 2021

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What if I drop or smash something in store, what do I do?

The store will be monitored on a regular basis, a colleague will clean up and remove any broken items.  If you are charged for any items you break, please raise a payment dispute and you will be issued a refund.  


If you drop an item on the floor, please be sure to replace it back to a shelf otherwise you may be charged.

Updated on: 13 July 2021

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What should I do if I have issues with My Pick Up?

Please check out the FAQs. They can be found by clicking the cog in the bottom right hand corner of the app.

Updated on: 13 July 2021

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Can I use my coupons and vouchers when I pay with My Pick Up?

You will not be able to pay with coupons or vouchers.  You can only pay via your pre-registered payment card.

Updated on: 13 July 2021

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Will I be able to swipe my My Morrisons Card to claim offers?

No.  At the moment we are unable to link your My Morrisons Card to your account.  

Updated on: 13 July 2021

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Will I get my Colleague Discount when using My Pick Up?

Yes, your 15% discount will be automatically applied before the receipt is sent to you.

Updated on: 13 July 2021

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Do I have to be connected to the internet to use My Pick Up?

You will need to have connectivity to log into the app to display the QR code.  If you lose connectivity during or after your shop, your digital receipt will automatically appear within the app as soon as connectivity is restored.

Updated on: 13 July 2021

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Is there a charge for using My Pick Up?

No, it’s free to download and use the app.

Updated on: 13 July 2021

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How can I provide feedback?

Customers can provide feedback via the following link https://forms.gle/EV2HNFAyF2evEW776

Updated on: 13 July 2021

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Where can I access the Terms & Conditions / Privacy Policy?

The Terms and Conditions and Privacy Policy can be found by clicking the cog in the bottom right hand corner of the app.

Updated on: 13 July 2021

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What if I have an emergency in store, how will I alert someone?

There is an emergency phone for use in these circumstances.  The phone is preprogrammed to connect to the Security Team who will be able to help you.

Updated on: 13 July 2021

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What happens if the fire alarm sounds?

You will need to exit the store immediately and do not reenter the building.

 

Updated on: 13 July 2021

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Where is my debit or credit card data held?

We are using the Stripe platform for processing and storing your card details. No one at Morrisons has access to your card details. 


Anyone involved with the processing, transmission, or storage of card data must comply with the Payment Card Industry Data Security Standards (PCI DSS). Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.
Further information can be found on the Stripe website: here.

Updated on: 14 July 2021

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Is there a User Guide on how to use the app?

Yes, please click here to access the My Pick Up User Guide

Updated on: 15 July 2021

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