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Delivery And Returns

 

On rare occasions some items may be delivered outside of the published timed windows.


Standard delivery is FREE for wines, flowers and gift orders.

We also offer Next & Named Day delivery on wine orders for just £4.95.

How will my order be delivered?

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 us on waitrosedirect@waitrose.co.uk or 0800 188 881 between 8am and 10pm Monday to Friday, 8am to 9pm Saturday and 9am to 7pm Sunday.


Do you deliver or send products outside the United Kingdom?

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.


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Returns replacements and exchanges

Returns

We’ve made returns as easy as possible for you. 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. We will consider the overall condition when making a refund. (This does not affect your statutory rights in the event of faulty goods.)


Wine cases

Wines from Waitrose Direct cannot be returned to Waitrose or John Lewis shops, and must be returned in full cases via courier collection.


Please follow the instructions on the back of the delivery note. We will arrange for the courier to come to collect the return - free of charge.


Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.


Damaged orders:

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 us on waitrosedirect@waitrose.co.uk or call 0800 188 881 between 8am and 10pm Monday to Friday, 8am to 9pm Saturday and 9am to 7pm Sunday.


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What if I’m not in when you deliver?

Our deliveries are made by third party carriers, depending on your chosen delivery service, the size of the order and where in the country you live. When your order has been despatched, you will receive an email to confirm that your order is on its way. If you are out, the delivery driver may be able to leave your order for you in a safe place, if it is not visible from the road and not exposed to weather conditions affecting the product or its packaging. If this is not possible, the delivery driver 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.


For all hampers and most wine deliveries, a signature will be required.


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Can I change or cancel an order once I have checked out?

If you wish to change or cancel your order contact our Customer Service team on 0800 188 881 between:


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

  • Please have your order number and the date you placed your order to hand.


    If your wine has already been delivered, then you will need to follow our returns procedure.


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    Are there postcodes with restricted service?


    We can deliver wines, hampers, flowers and plants to every postcode in England and Wales, excluding the Isles of Scilly (TR21-25). Unfortunately we cannot offer a delivery service to the Isle of Man, the Channel Islands or addresses outside the UK. We are also unable to deliver to more remote areas of Northern Ireland and Scotland with the following postcodes:


    Northern Ireland: BT6, BT8, BT21-23, BT30-35, BT38-49, BT51-57, BT60-65, BT68-71, BT74-82, BT92-94


    Scotland: AB30-31, AB33-38, AB41-45, AB51-56, AB63

    DD8-10

    EH38, EH42-46

    FK8, FK17-21

    HS1-9

    IV1-28, IV30-32, IV36, IV40-49, IV51-56, IV63

    KA26-28

    KW1-3, KW5-17

    KY15

    ML12

    PA20-38, PA41-49, PA60-78, PA80

    PH2-26, PH30-44, PH49-50

    TD2-3, TD13-15

    ZE1-3

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    Delivery costs

    We have a wide range of convenient delivery options:


    Wines & spirits:


    Delivery options   Price   Timing

    Standard delivery
      Free   Within 2-3 working days (Monday to Friday 8am-6pm, excluding public holidays).

    Named Day delivery
      £4.95   Date of your choice, subject to availability.
    Monday to Friday 8am-6pm and Saturday 8am-midday, excluding public holidays.

    Next Day delivery
      £4.95   Monday to Friday 8am-6pm and Saturday 8am-midday, excluding public holidays.
    Order by 7pm on the previous working day.


    On rare occasions some items may be delivered outside of the published timed windows.


    Add a gift message: It’s easy to add a gift message to your order. Simply choose the delivery type on the checkout page and type your message in the ‘Enter the gift message’ box.


    Start shopping wines>

    Flowers:

    Flower and plant delivery is free, even for same day and next day services to most UK postcodes.


    Next Day delivery

    For next day delivery please order by 3pm the previous working day (Saturday for Monday delivery). This is conditional on suitable slots being available. We deliver between 8am and 6pm Monday to Saturday (excluding public holidays) but cannot guarantee delivery times.


    Same Day delivery

    Our same day service is offered in association with eflorist. For same day delivery please order by 2pm. This is conditional on suitable slots being available. We deliver between 8am and 6pm Monday to Saturday (excluding public holidays) but cannot guarantee delivery times.


    Start shopping flowers>

    Hampers:

    Hamper delivery is free, even for next day and named day services to most UK postcodes.


    For next day delivery, please order by midday the previous working day (Saturday for Monday delivery. This is conditional on suitable slots being available. We deliver Monday to Friday 8am-6pm and Saturday 8am-2pm. We do not deliver on public holidays.


    Add a gift message: It’s easy to add a gift message to your order. Simply choose the delivery type on the checkout page and type your message in the ‘Enter the gift message’ box.


    Start shopping hampers>

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