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

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

What happens if a product is faulty or damaged?

If you discover a product is faulty, please call our Customer Service team on 0345 322 0000 to discuss your options - we'll be happy to help. If your product is faulty or damaged, we'll gladly refund it. However, if the product affected is a perishable product, then it would help us if you could call 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: 09 December 2019

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

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 instantly recalculated. If you realise any items are missing from your order after your driver has left, please contact Customer Service on 0345 322 0000.

Updated on: 11 October 2019

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

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. Due to social distancing, we are temporarily not accepting returned or rejected items at your doorstep. 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: 20 March 2020