Product Issues and Feedback, including substitutions and missing items

What are substitute products?

If a product you've ordered is unavailable, we'll do our best to offer you a substitute, which we'll make you aware of through an email before you receive your order.

If the original item was on offer, the same discount will also be applied to the substitute product.

If you're not happy with the substitute, just hand it back to your Driver or Click & Collect colleague, and you will not be charged on your final bill.

Updated on: 24 May 2024

I have a substitute I don't want

We are working hard to increase the availability of products on our website. If a product that you've ordered is unavailable, we'll try to offer you a suitable alternative in its place.

You'll receive an email before you receive your order, outlining any substitutions we have needed to make.

You can return any substitutions. Please just let your driver or Click & Collect colleague know if you wish to reject any substitutions before they leave and the item will be removed from your final bill.

Alternatively, if it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

I have received a substitute item and I did not receive an email informing me of a substitute item being provided

Your driver or Click & Collect colleague will notify you of any substitutes we have had to make to fulfill your order.

Please just let your driver or Click & Collect colleague know if you wish to reject any substitutions before they leave and the item will be removed from your final bill. If it's within a week of delivery or collection and the item hasn't been removed from your final bill, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

I'm missing an item from my delivery, and it has been charged for on my receipt.

We are sorry that you are missing an item from your online delivery or Click & Collect order.

If it's within a week of delivery or collection, you must request a refund via the groceries website by following the instructions below;

If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

I was advised of a substitute item in my order and I am not happy with the difference in price.

If the original item you purchased was on offer, then the same discount will also be applied to the substitute product.

You can return any substitutions, please just let your driver or Click & Collect colleague know before they leave and the item will be removed from your final bill.

Alternatively, if it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

Am I charged the same price for a substituted product?

When a product is unavailable, we always aim to provide you with a suitable alternative. We'll notify you of any substitutes before delivery. If you choose to keep the substitute you will pay the price of the substitute not the original item.

However, if the unavailable item you ordered was on offer, then the same discount will also be applied to the substitute product.

The price you will pay for the substitute product will be shown in your final receipt.

Updated on: 24 May 2024

How can I get a refund for missing or damaged items?

We are sorry that you have received an unsatisfactory item.

If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

I'm not happy with the date on a product in my order.

We are sorry that you have received a product with an unsatisfactory use by date on it. If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024

I have received an item from my online order that is not up to standard, quality/taste or appearance.

We are sorry that you have received an unsatisfactory item.

If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

Updated on: 26 September 2024