Product Issues and Feedback, including substitutions and missing items

What are substitute products?

If you ever order a product that we're unable to deliver, we'll try to offer you a suitable alternative in its place. Your driver will always tell you about any substitutes when your delivery arrives, and if you're not happy with our suggested replacement, it's easy enough to return it. Just hand it back to your driver, and the item will be removed from your final bill.

Updated on: 10 June 2022

I have a substitute I don't want

We are working hard to increase availability of products on the website. If you order a product that we're unable to deliver, we'll try to offer you a suitable alternative in its place.

We will send an email to your registered email address outlining any substitutions we have needed to make to fulfill your order before we deliver it.

We are now able to accept rejected substitutions so please let your driver or click and collect colleague know if you wish to reject any substitutions before you are handed your shopping. They will remove them it from your delivery and deduct the item from your final payment.

Updated on: 13 June 2022

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

In the event we need to send you an alternative item, we will send an email advising of this before your order arrives. Please check your email spam and junk files as well as your inbox.

Updated on: 13 June 2022

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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 and collect order. Please check the following before completing the enquiry form below.

1. Check your emails to see if we sent you a note to let you know that this item was not going to be available, or substituted with an alternative.
2. Check your final receipt to see if you have been charged for this item. This will have been sent after your delivery arrived.
3. Check your Junk/spam folder for your email in case the email has been sent there.

Updated on: 13 June 2022

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

We are working hard to increase availability of products on the website. If you order a product that we're unable to deliver, we'll try to offer you a suitable alternative in its place.

We will send an email to your registered email address outlining any substitutions we have needed to make to fulfill your order before we deliver it. 

We are now able to accept rejected substitutions so please let your driver or click and collect colleague know if you wish to reject any substitutions before you are handed your shopping. They will remove them from your delivery and deduct the item from your final payment.

Updated on: 13 June 2022

Do you still require help to answer your question?

Click yes to contact us

I have received a product in my delivery which is damaged or leaking.

If you have received a product that is damaged or leaking, please fill out the enquiry form below.

Updated on: 10 June 2022

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

If you are not happy with the date on a product in your order, or your product was out of date when delivered, please fill out the enquiry form below.

Updated on: 10 June 2022

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

If you would like to report an item that you have purchased that is not up to standard, quality/taste or appearance, please fill out the enquiry form below.

Updated on: 13 June 2022

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