My Orders

How do I request a refund for an item in an online order?

If your order was delivered or collected in the last week, you must request a refund via the groceries website by following the instructions below:

  1. Log into your groceries account
  2. Go to the "Orders" section
  3. Choose the correct order and follow the instructions to complete the refund request.

If you received your online order more than a week ago and wish to request a refund for an item in the order, our team will be pleased to help you.

Please contact the team by completing and submitting the form below and one of the team will contact you shortly."

Note

It can take 7 to 10 days to receive your refund.

Updated on: 24 May 2024

How do I request a refund for an item in an online order?Enquiry Form

I have already requested a refund and have not yet received the refund

Refunds can take 7 - 10 days to appear in your account from the date we have processed the refund.

If 10 days have passed and you have not received your refund please contact the team by completing and submitting the form below and one of the team will contact you shortly.

Updated on: 24 May 2024

I have already requested a refund and have not yet received the refundEnquiry Form

Do you deliver to my address?

To see if we deliver to your area, enter your postcode in the link below:

Click here to check your postcode

Updated on: 24 May 2024

I would like to change my delivery slot

You can change your delivery or Click & Collect slot at anytime as long as it's before your order cut off time which will be detailed in your order confirmation email.

Log into your account, click "Edit order" from the home page, then click "Change your slot". Once you've selected a convenient slot, remember to check out to save the changes.

Updated on: 24 May 2024

Can I have my order delivered to a different address?

Yes, as long as you add the address to your account before placing the order. If you'd like to add a new delivery address to your account, simply click on the 'Account Settings' tab and go through to your 'Delivery address book'

Updated on: 24 May 2024

What is the minimum order value?

Our minimum spend for Online Shopping is £25.

Updated on: 24 May 2024

How late can I make amendments to an order

Every order has a cut-off time, but it can vary depending on when you placed your order and what delivery slot you booked. Please check your confirmation email to find your order's cut-off time. You can amend your order up to this time.

Updated on: 24 May 2024

I wish to cancel an order

Sign in to your account and click on the 'Orders' tab. Find the order you wish to cancel and click 'Cancel order'.

Always make sure you edit or cancel an order before its cut-off time. If you need to cancel an order after the cut-off time, you'll need to contact our Customer Services team using our enquiry form below.

Note

If you cancel your order after the cutoff time, you may still be charged for perishable items contained in your order

Updated on: 24 May 2024

Do you still require help to answer your question?

Click yes to contact us

I have received an email saying that you have cancelled my order as you are unable to authorise payment

We will pre-authorise payment for your order before it is fulfilled and this will show on your account as a pending payment. This may be different to the final amount we actually charge you. The pre-authorisation should clear when your delivery is made and is removed by your payment card provider. You should contact your card provider if your order has been cancelled as a result of pre-authorisation

Note

If you have an outstanding unpaid order, then your account will be blocked until you pay for this order.  If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 24 May 2024

Why have I seen a charge to my payment card before delivery, and it's different to the order checkout value?

We will pre-authorise payment for your order before it is fulfilled and this will show on your account as a pending payment. This pre authorised amount will reflect your “checkout amount” plus delivery charge and an allowance for substituted items, and may be different to the final amount we actually charge you.

The pre authorisation should remove as soon as your delivery is made and is removed by your own bank. Some banks can take up to 5 days to remove pre authorisation.

Note

Due to recent legislation change to support Payment Services Directive (PSD2), you may experience issues when your card is processed. If this happens please retry. In some cases you may have use an alternative card.

Updated on: 24 May 2024

I have received an email saying that you have cancelled my order as you are unable to fulfil my order

Under exceptional circumstances, we may be unable to fulfill your order. If this happens we will contact you to advise on next steps.

Updated on: 24 May 2024

My delivery arrived too early or too late

We always aim to deliver within your chosen slot. Look out for delivery updates on the app or website.

If your order is due to be delivered outside your time slot, we will do our best to contact you to let you know.

If your order was delivered outside your slot and you would like to raise this with us, please complete the form below

Updated on: 24 May 2024

Do you still require help to answer your question?

Click yes to contact us

What happens if I miss a delivery?

If you are not home to accept your delivery, your driver will attempt to contact you. If the driver is unable to contact you, your order may be cancelled.

Note

If you miss a delivery, we can't guarantee that the driver will be able to return with your order on the same day. You may still be charged for the perishable items in your order, if it is cancelled as a result of missing the delivery.

Updated on: 24 May 2024

What time will my groceries order arrive?

We always aim to deliver within your chosen slot so please try to be home during this time. Look out for delivery updates on the app or website.

Your scheduled delivery slot is outlined in your order confirmation email sent to your registered email address.

Updated on: 24 May 2024

What happens with 'Age Restricted' products on my delivery?

If you have age-restricted products in your order, we will need to verify your age in line with our challenge 25 policy. You may be asked to provide your ID before we deliver your shopping so please have this ready. If we are not able to verify the age of the person we are delivering to, we will remove any age-restricted products from the order before we deliver (these items will of course be removed from your final charge).

Updated on: 24 May 2024

I have a product that has been recalled or I would like to check if its been recalled

Unfortunately, there may be situations where products need to be recalled. We have an article available here that provides more information on any current recalls.

View Morrisons product recalls

Updated on: 24 May 2024

I would like to make an amendment to my delivery or Click and Collect order

Making changes to an order is easy. Just follow the simple steps below:

1. Sign in to your account and click on "My Account", then the 'Orders' option.
2. Find the order you wish to amend.
3. Click 'Edit', and the order will appear in your trolley.

You must complete the checkout again to finalise any changes you've made. If you don't, your changes won't be saved.

Updated on: 24 May 2024

How do I checkout my order?

Just click the 'Trolley' button in the top right-hand corner of the page or the checkout button in the app, and follow the steps to checkout your order.

Updated on: 24 May 2024

Where can I find details of my order?

You'll find details of all your orders in "My Account" > "Orders". You'll also see details of your next order on the homescreen.

Updated on: 24 May 2024

How do I know if I placed my order correctly?

When you've checked out an order, we'll send you a confirmation email with all your order details. You can also view your order by going into "My Account" > "Orders".

Updated on: 24 May 2024

What happens if I don't have time to finish my order?

Your order slot will expire after 60 minutes if you haven't checked out your order. If you need longer to complete your shop, simply check out your order and go back to edit it later. As long as it's before your cut-off time, you can make as many changes as you like.

Note

Cut-off times may vary - details will be available in your "Order Confirmation" email.

Updated on: 24 May 2024

Can I re-order a previous shop?

Yes you can, and it will save you time too. Just follow these simple steps:

  • Sign in to your account and click on "My Account" > "Orders"
  • Find the order you wish to re-order
  • Click 'Order details' to open the order
  • Now select 'Add all to trolley'
  • Continue to checkout as normal

Updated on: 24 May 2024

How do I place an order for the Isle of Scilly?

How it works;

  1. Register with Morrisons.com
  2. Choose your click and collect location as: Port of Penzance Click & Collect (Isles of Scilly only).
  3. Complete your shopping and checkout your order
  4. After every order, forward your order confirmation to Islesofscilly@morrisonsplc.co.uk with the following information - Full customer name, Morrisons order reference number, date of collection, customer shipping account number, mobile phone number, address including island and postcode. Our store team can then process your order.

If you ever order a product that we're unable to fulfil, we'll try to offer you a suitable alternative in its place. For more information on substitutes, please visit this page.

If the boat to the Isles of Scilly is cancelled we will be notified by your nominated shipping representative. Our Customer Services team will contact you to advise that your original order has been cancelled and to rebook at the next available slot.

For full terms and conditions for this collection location click here.

Note

Orders will be delivered bagless, so please have your own bags or containers ready to decant your orders into. Totes must be returned to the courier on the next delivery.

Updated on: 24 May 2024