How do I find products?

There are a few different ways you can search for products:

  1. By category. All the products we stock are grouped into categories. If you click on the 'Browse Shop' tab at the top of the page, several new tabs will appear below it, each one representing a different group of products. If you hover over each new tab, you'll be able to see products grouped under that category. After clicking the category you're looking for, you can then use the 'Browse' box on the right-hand side to view specific aisles in that category.

    Note: The main categories are displayed in the tabs at the top, but you'll find more in the 'Browse' box on the right-hand side.

  2. Product search. You'll find a search box in the top left-hand corner of the page (it's the one with the little magnifying glass symbol). So, if you're looking for a particular product, type the name of the item into the product search box and click on the 'Search' button. You can search for a list of products too; just click on the next tab and type in what you're looking for.
  3. Favourites. After your first shop, we'll create a list of favourites for you based on what you usually buy. So, if you click on the 'Favourites' tab at the top of the page, you can browse through and shop from a list of groceries you've ordered before.

    Note: You can also search for groceries that are on offer using the 'Offers' tab at the top of the page.

Updated on: 11 October 2019

How do I find products that are on special offer or promotion?

We have lots of products on offer each week. You'll find these throughout our site, with red 'On Offer' and 'Top Offers' links in almost every aisle.

If you want to go straight to all the offers, simply click on the 'Offers' tab at the top of the page. This will take you through to our dedicated 'Offers' page, where you can browse through each of the categories to see all the products we have on promotion. You'll also find 'Bundle Offers' and 'Meal Deals' tabs at the top of the page.

Updated on: 11 October 2019

How do I add items to my trolley?

Whenever you see a yellow 'add' button on our website, just click on it to add the item to your trolley. Then, when the item is in your trolley, you can use the small plus and minus buttons to tell us how many you want.

Updated on: 11 October 2019

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.

If you want to return something after your driver has left, please let us know by using our online form.

Updated on: 27 March 2020

How do I find groceries suitable for special diets?

We've added some handy 'Dietary & Lifestyle' filters to our product aisles, making it even easier to shop for organic, vegetarian or 'free from' groceries.

To add a filter, just click on the 'Shop' tab at the top of the page and use the six drop-down 'category tabs' to click through to a specific aisle. Once in the aisle, you'll find a 'Dietary & Lifestyle' box on the left-hand side of the page. Just tick the filters you'd like to add. Selected filters will only be active for your visit, so if you leave, remember to tick them again when you come back.

The majority of our products also have 'back of pack' information, which will give you a little more detail about a particular product. To find this information, you just have to click on the product image or name in the aisle and go through to the product page.

Updated on: 11 October 2019

Why is a 'typical price' given for some items?

As the weights and sizes of some products vary, certain items ( for example, fresh meat, poultry, fish, cheese, fruit or vegetables) are priced according to the exact weight of the item delivered to you.

To give you an idea of what these products will cost when you're shopping, we show you the price of the item per kilogram, the 'typical weight' of the item and the 'typical price' per item. The 'typical price' is based on what the average weight of that particular item would cost.

Updated on: 11 October 2019

Why is the 'total price' on my receipt different from the 'estimated total price' I was given when I ordered?

Where products are sold individually by weight (such as certain fresh meat, poultry, fish, cheese, fruit or vegetables) we will show you the price of the item per kilogram (or another unit of measurement). You may also be able to choose items within approximate weight bands, or of an approximate thickness or size. In each case, we will weigh the individual item when we pick it for you for delivery, calculate the price for that item based on its actual weight and the price per kilogram in force at the time of picking, and charge you that price.

The exact price and weight will be set out in your receipt. If we have changed the price per kilogram since you placed your order and you are not happy with the new price, simply hand the product back to your driver when your order is delivered and your bill will be instantly recalculated.

So, why does this affect your overall order? Well, the price per kilogram shown when you placed your order is used to calculate both the estimated total price of your trolley, and the estimated total price set out in your order confirmation e-mail. Therefore, the 'total price' of your order (as listed on your receipt) may differ slightly from the 'estimated total price' you were originally given.

Updated on: 11 October 2019

Why are product prices online sometimes different to prices in-store?

We normally offer the same prices online and in-store. Though, we reserve the right to charge different prices online and in-store from time to time as they may differ.

Updated on: 11 October 2019

How do you pack my groceries?

Your groceries are picked and packed by our team of Personal Shoppers, with the help of our very own super-intelligent software system. It tells them what products to pack and where to put them, minimising damage, product contamination and even the number of bags we use.

We also use a detailed product segregation guide (advice from food technology experts and customers), as we believe your groceries should be packed to the very highest standards.

Updated on: 27 March 2020

I have had an item delivered with a security tag.

Please contact our customer service team who will be happy to help you.

Updated on: 25 October 2019