Help

If you need to request a refund for an item that was part of an online order then you can now do so below. In some instances you may still need to speak to one of our colleagues to complete the refund request.

You’ll need to provide your order number, and once we’ve found your order details we’ll need to confirm some other details so please have your order email or paperwork to hand.

your delivery is due.

Remember, you will need to have made any changes and checked out again by this time. When amending your order, you can:

• Add items
• Edit quantities
• Remove items
• Update substitute preferences
• Change your delivery date/time

If you amend your order and the basket value is under £25 we will not be able to complete your order.

Our offers change regularly, so always book your delivery time before you shop so that we can show you the offers that will be available on the day of your delivery. Offers are highlighted throughout the ‘aisles and shelves’ and all of our best offers are shown in the ‘great offers’ area of the website.

It’s worth checking the website closer to the date of your delivery to see any additional offers and limited-time offers that you can include in your order. The latest time you can do this is 11pm on the day before your delivery is due.

We’ll send you an email and text message on the day of your delivery to confirm your time slot.

Sorry, we’re not able to amend your time slot on the day of delivery. If you wish to amend your delivery time slot this can be done before 11pm the night before your delivery, click here Link Opens in New Tab to see how to amend your time slot.

If we’re running late we’ll attempt to contact you either via a phone call or text message to let you know. Please ensure your telephone number is correct on your account, as we will use this information for our communication.

if your delivery has not arrived within your time slot please contact us Link Opens in New Tab and we’ll look into this for you.

if you’re not in when we deliver your order, we’ll put a “while you were out” card through your letterbox. This will contain details on how to get in touch with us to arrange an alternative delivery time. Drivers will also try to get in touch with you on the phone to rearrange a delivery time. If you haven’t provided a contact phone number on your account, you can contact us for more information on your delivery.

We’re sorry that things haven’t quite gone to plan when you’ve tried to place you order.

To help guide you, here’s some handy troubleshooting tips you can try.