Click & Collect – collecting your order

When you collect your order, we’ll ask you for:
• The 9-digit order number
• The name on the order
Someone else can collect the order for you. Please bring proof that you are aged 18 or over as it’s our policy to ask for this if you look younger than 25. Your items will be held for seven days, please contact a member of our customer service team on 0800 188881 if you cannot collect your items within this time.

Variations to the service may apply around Bank holiday periods.

Exclusions: Welcome Break branches, Channel Island branches, John Lewis & Partners Foodhalls (Oxford Street and Bluewater), Kings Cross Station, Waterside, Muswell Hill, Scottish and Welsh branches.

When will my products be delivered?

After you have placed your order online, we will send you an order confirmation email. In the 'What happens next?' section of this email, you will find information about when your products will be delivered. If you haven’t received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, please contact Customer Care by emailing waitrosecellar@waitrose.co.uk or by calling 0800 188 881 between:

8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday

You may return or exchange your order within 28 days of the despatch date. It must be in a saleable condition in its original, undamaged packaging and we will consider the overall condition when making a refund. This does not affect your statutory rights in the event of faulty goods.

How do I return an item/items?

You may return your items(s) via any Waitrose & Partners (except branches in Welcome Break; the Channel Islands; Scotland; Wales; Foodhalls at John Lewis & Partners; and Waterside). Simply take your item(s) to the branch Welcome Desk along with the delivery note. You'll receive an email to confirm when we have received the item/items at our Cellar by Waitrose & Partners central warehouse. Then we will refund you as promptly as possible but usually with 7 days of the goods being received at our central warehouse.

Alternatively, we can arrange for your item(s) to be collected from your home. Please contact us (see delivery note) and we will arrange for a courier to collect the item(s), usually the next working day (we are unable to make collections on Saturdays, Sundays and Bank Holidays). We will refund you as promptly as possible but usually with 7 days of the goods being received at our central warehouse.

How do I exchange an item/items?

If an exchange is required, the branch will send your original item(s) to our Cellar by Waitrose & Partners central warehouse. Upon receipt, you'll receive an email to confirm when we have received the item/items. Then we will refund you as promptly as possible but usually with 7 days of the goods being received at our central warehouse.

You can, buy an alternative item from the branch's assortment in the branch or place a new order online.

A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

Please check your delivery as soon as possible after it arrives. If you would like to discuss the exchange or return of any item, or report a breakage, please contact Customer Care by emailing waitrosecellar@waitrose.co.uk or by calling 0800 188 881 between:

8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday

What steps are you taking to avoid the potential spread of coronavirus via delivery personnel?

When a customer’s order is dispatched they receive an email detailing which carrier will be delivering their order. Customers can see specific details on the individual carrier websites. All carriers are working together to ensure that a common, consistent and safe process is always followed.

Where can I find out more about how Waitrose & Partners is responding to Covid-19?

Please visit our dedicated help page: Coronavirus FAQs

Our deliveries are made by third party carriers. When your order has been dispatched, you will receive an email to confirm that your order is on its way. All deliveries require a signature by someone over the age of 18; if you are not in, the carrier will attempt delivery to a neighbouring address and if this is not possible, a card will be posted through your letterbox with instructions on how to arrange re-delivery.

We regret we are unable to make amendments to orders during peak periods, including the 5 working days before Christmas.

If you wish to change or cancel your order, please contact Customer Care by emailing waitrosecellar@waitrose.co.uk or by calling 0800 188 881 between:

8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday

Please have your order number to hand.

Unfortunately we cannot offer a delivery service to the Channel Islands or addresses outside the UK, except for the Isle of Man. Deliveries to the following postcodes will take 1 working day longer than stated:

AB30-AB63

DD8-DD10

FK8

FK17-FK21

IM1-IM9

IV1-IV56

KA27-KA28

KW1-KW14

PA20-PA39

PH4-PH39

PH49-PH50

TR21-TR25

Due to ongoing infrastructure works in EH6, deliveries may take 1 working day longer than stated.

Deliveries to the following postcodes will take 3 working days longer than stated:

HS1-HS9

KW15-KW17

PA40-PA80

PH40-PH44

ZE1-ZE3

Do you deliver or send products outside the United Kingdom?

Apart from the Isle of Man, we do not deliver to the Republic of Ireland, the Channel Islands or send products outside the UK, including BFPO addresses. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

Do you deliver to Northern Ireland?

Deliveries and collections are temporarily unavailable in Northern Ireland while we make adjustments in line with new Government legislation.

 

Please note, during busy times such as 25% off 6 bottles or more, the 9pm order cut-off time is subject to change.

Delivery options		Price		Timing
Standard delivery		£5.95 or FREE for orders over £150		Takes 2-3 working days (7am-9pm, excluding public holidays). Please note that during very busy periods, such as 25% OFF events, standard delivery may take longer.
Click & collect £100+		FREE		Order by 9pm Mon-Fri to collect from your local Waitrose & Partners store from 3pm next working day. Orders placed after 9pm on Friday and before 9pm on Monday will be available for collection from 3pm on Tuesday. Please note, these timings are subject to change during seasonal or peak times.
Click & collect under £100		£3.95		Order by 9pm Mon-Fri to collect from your local Waitrose & Partners store from 3pm next working day. Orders placed after 9pm on Friday and before 9pm on Monday will be available for collection from 3pm on Tuesday. Please note, these timings are subject to change during seasonal or peak times.
Named Day delivery		FREE on orders over £250 or £8.95 on orders under £250		Date of your choice, subject to availability. Monday to Saturday 7am-9pm, excluding public holidays.

On rare occasions some items may be delivered outside of the published timed windows. Waitrose & Partners store does not accept any liability for losses arising from wines being delivered outside of the selected time slot (if any).

Continue shopping >