Online returns and refunds

What are "perishable" products?

A perishable product is any product which has a "use by", "best before" or "BBE" date stamped on the product which expires 6 weeks or less from the date of delivery.

Updated on: 11 October 2019

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What is your cancellation policy for non-perishable products?

You can cancel any non-perishable product at any time up to fourteen working days beginning on the day after you receive it and we'll gladly refund it - simply contact our Customer Service team via our 'Contact Us' form.

Updated on: 27 March 2020

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What happens if a product is faulty or damaged?

If you discover a product is faulty or damaged we will gladly refund it. Please let us know by using our online form.

If the product affected is a perishable product, it would help us if you could contact us before the expiry of the "use by", "best before" or "BBE" date stamped on the product.

While we don't offer exchanges, you're more than welcome to re-order any refunded item on your next shop.

Updated on: 02 April 2020

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What is your cancellation policy for perishable products?

You can cancel any perishable product at any time prior to the cut-off date set out in your confirmation email. You cannot cancel a perishable product after this time unless it is damaged or faulty.

Updated on: 11 October 2019

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How can I get a refund for missing items?

When your delivery arrives, if you notice an item is missing, please let your driver know and your bill will be recalculated. If you realise any items are missing from your order after your driver has left, please let us know by using our online form

Updated on: 02 April 2020

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I have a substitute item in my grocery order that I wish to return.

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. Please let your driver know (or store colleague for Click & Collect) if you wish to reject any substitutions before you are handed your shopping. 

If you would like to request a refund you can do this online. There are two ways to do this:

  1. If you've received an order within the last 24 hours, simply sign in and click on the 'Need a refund?' button in the 'Welcome back' box at top.
  2. Sign in to your account and click on the 'Orders' tab. Go to previous orders, find the order you're looking for, and then click on the 'Request' link under the 'Refund' section to request a refund on that specific order.

Updated on: 11 June 2020

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