Use of the website

This website is owned and operated by Waitrose Ltd ("Waitrose", "we," "us" or "our").
By accessing this website you agree to be bound by these website terms of use ("Terms of Use"). If you do not agree to be bound by these Terms of Use, please do not use or access this website.
References to this website in these terms and conditions apply to this website however you access it, including accessing this website through a version of this website optimised for use on mobile devices.
Contracts for the supply of products [and services] formed through our website or as a result of visits made by you are governed by our terms and conditions of sale, as detailed below.

Any questions regarding these Terms of use or subsequent issues should be directed to:
Waitrose Customer Sales and Support Centre
Waitrose Ltd
Doncastle Road
Southern Industrial Area
Bracknell
RG12 8YA


Telephone: 0800 188 884
Email: waitrosedirect@waitrose.co.uk
Fax: 01344 824978

VAT number: 232457280

Waitrose Ltd Registered Office:
171 Victoria Street
London
SW1E 5NN

General

Please read these Terms of Use carefully and print and keep a copy of them for your reference.
We may change the content of this website from time to time, including our Terms of Use. Your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms of Use have been changed. If you do not agree to any change to the Terms of Use then you must immediately stop using the website.
We reserve the right to modify or withdraw, temporarily or permanently this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website.


Disclaimer of liability

Waitrose has taken every care in the preparation of the content of this website. However, to the extent permitted by applicable law, Waitrose does not represent or warrant the accuracy or reliability of any of the information or content about any goods or services, software or advertisements (together, the "Materials") contained on, distributed through, or linked, downloaded or accessed from this website. Further, no warranty is given that the website shall be available on an uninterrupted basis, and no liability can be accepted in respect of loss or damage arising out of such unavailability.
Access to and use of this website is at the user's own risk and we do not warrant that the use of this website or any material downloaded from it will not cause damage to any property, including but not limited to loss of data or computer virus infection. We accept no liability for viruses or other computer contaminants. You are recommended to take all appropriate safeguards (such as installing appropriate anti-virus software) and firewalls before downloading information or images from the website.

Except as expressly provided in these Terms of Use, we exclude all representations, conditions and warranties whether express or implied (by statute or otherwise) to the fullest extent permitted by law.

We do not seek to exclude or limit our liability to you for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

Except as set out above, we shall not be liable to you for any of the following (whether or not we were advised of, or knew of, the possibility of such losses) whether arising from any claim arising out of or in connection with the use of the website, including without limitation, under any tort, including negligence, for breach of contract, for misrepresentation (other than fraudulent misrepresentation), intellectual property infringement or under any statute or otherwise:
- any direct losses
- any indirect, special or consequential losses;
- any losses or damages arising out of changes made to the content of this website by unauthorised third parties;
- any loss of business, data, profits, revenue, goodwill, use or anticipated savings;
- loss or damage to your, or any third party's, data or records; or
- any delay in, or failure of, performance of our obligations under these Terms of Use arising from any cause beyond our reasonable control including any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion, failure in information technology or telecommunications services, failure of a third party (including failure to supply data) and industrial action.

If any of the above types of loss are found to be unlawful, void, or for any reason unenforceable by a court, then that type of loss shall be deemed removed from the above and shall not affect the validity and enforceability of the remaining types of loss.

Linking policy

Certain links in this website will lead to websites which are not under the control of Waitrose. Waitrose aims to include links to websites that provide relevant and useful information. We do not link to individual personal websites and will not knowingly provide links to sites that contain illegal, malicious, offensive or misleading information. Where an organisation has regional or local services and associated websites, we will only link to their national website.
Wherever possible we aim to link to UK-based websites to ensure information is appropriate and relevant to our customers, and will only link to non-UK based websites when no equivalent website exists in the UK or if the information is directly pertinent to our users.
When any of these links are activated you will leave Waitrose' website and Waitrose has no control over and will not accept responsibility, or liability, for any material or service contained on any linked website. Links provided on the website do not represent any endorsement or other acceptance of responsibility or liability by Waitrose for any content provided or available on such sites.
All information or content transmitted by any functionality made available on this website, including gift messages are the responsibility of you, the sender. You confirm that by using this service you will not transmit any material which could be considered offensive, obscene or otherwise objectionable. Waitrose cannot be held liable either directly or indirectly for the content of any such functionality, nor for any loss nor damage of any kind which you may incur as the result of your use of this service.

Registering on the website

Customers may register to use the services available from this website. Waitrose may decline a registration request at its sole discretion. By registering for the services, you agree that:
- The personal information that you are required to provide when you register as a customer is true, accurate, current and complete in all respects.
- You will notify us immediately of any changes to the personal information by updating your details on the 'My Information' page on the website
- You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

To comply with licensing and other legislation some services on this website are only available to those aged 18 years and over and we will ask you to enter your date of birth before accessing such services.

Intellectual property

We are the owner or the licensee of all copyright, design rights, database rights, trademarks and other intellectual property rights on this website, and in the material published on it. Your use of the website grants no rights to you in relation to our intellectual property rights or the intellectual property rights of third parties. All such rights not expressly granted are reserved.
Subject to the paragraph below, you may not modify, copy, translate, broadcast, perform, distribute, frame, reproduce, republish, post, transmit or sell any content or intellectual property appearing on this website. You agree not to change or delete any ownership notices from materials downloaded or printed from the website.
You may print or otherwise copy materials published on this website for personal use only, provided that any copy of these materials which you make retains all copyright and other proprietary notices.
If you print off, copy or download any part of this website in breach of these Terms of Use, we reserve the right to suspend or terminate your use of this website immediately and you must, at our option, return or destroy any copies of the materials you have made.


Miscellaneous

If any provision of these Terms of Use is found to be unlawful, void, or for any reason unenforceable by a court, then that provision shall be deemed severed from the rest of these Terms of Use and shall not affect the validity and enforceability of the remaining provisions.
These Terms of Use are governed by the laws of England and the courts of England will have exclusive jurisdiction with respect to any dispute arising under or in relation to them.
No delay or failure by us to exercise any powers, rights or remedies under these Terms of Use will operate as a waiver of them, nor will any single or partial exercise of any such powers, rights or remedies preclude any other or further exercise of them.
Please read the terms of the Privacy and Cookies Policy below which contains important information about the use of the personal information you provide when using this website and our use of cookies.




Privacy and cookies policy

Your privacy is very important to us. This policy sets out how Waitrose uses and protects any information that you give us when you use this website.
Please note that you do not have to provide any information to use this website, but if you do choose to withhold certain data you will not be able to access certain sections or facilities within the site. If you do not wish to be sent further information but wish to make full use of this site, please click the relevant box indicating this wish during registration.
If you have any questions about this policy, please contact us by e-mail at waitrosedirect@waitrose.co.uk or on 0800 188884 before using this website.
We may change this Privacy and Cookies Policy from time to time by updating this page. You should revisit this page from time to time to re-read this Privacy and Cookies Policy and ensure you are happy with any changes. This Privacy and Cookies Policy is effective from August 2012.
Other privacy terms may apply where you access other website or services through the website. You should read any other applicable privacy policies carefully before accessing and using such other services or websites.

Direct marketing and your preferences

We and other companies within the John Lewis Partnership group of companies would like to keep you up to date with a range of products and services provided by the John Lewis Partnership, which includes John Lewis Department Stores, Waitrose and John Lewis Financial Services Ltd ("JLFS"). This includes news of special events, promotions, product launches and catalogues. JLFS offers direct services from the John Lewis Partnership and provides a range of products and services including travel and financial services. We are constantly looking for ways to improve our service and may therefore occasionally contact you for research purposes. We may contact you for the above purposes by post, telephone, SMS text messaging and/or email. We will obtain your consent where we are required to do so in accordance with applicable law.
Waitrose and, as applicable, other companies in the John Lewis Partnership, will ensure that any direct marketing or market research that you receive or are contacted about by electronic means will provide a simple means for you to refuse further marketing. For example, in emails it may provide you with an 'unsubscribe' link, or an email address to which you can send an opt-out request. Waitrose and members of the John Lewis Partnership will, within a reasonable period,stop any marketing to which you object or withdraw your consent to, in order to allow sufficient time for the change to be administered. You can change your mind at any time about marketing by informing Waitrose using the contact details set out at the top of this notice. In such cases Waitrose will not necessarily remove all your personal data from its database(s) but will note and respect your changed direct marketing preferences.

How to get copies of or amend the information we have collected

You have the right to request a copy of any information we hold on you at any time, and to have that information corrected if it is inaccurate. If you wish to request a copy of any information held on you, please contact The Company Secretary, John Lewis Partnership, 171 Victoria Street, London SW1E 5NN. Nothing in these Terms and Conditions affects your rights under the Data Protection Act 1998.


What personal information do we collect?

When you visit this website, we may ask you to input and may collect personal information from you such as your name and email address or other contact information. If you create an account and/or make a purchase through this website we may ask you to provide us with and collect information such as your name, email address, billing address, delivery address, telephone number, date of birth, product selections, credit card or other payment information, and a password. If you create an account and browse whilst logged in with us, we may also collect information about how you use our website and the products and services which you select so that we can enhance our website and personalise our communications with you.
We also collect, (and our third-party providers of advertisements and content may collect) certain information about user activity on our website from visitors who have not logged into their account with us which doesn't personally identify you to us such as, the URL you came from, IP address, domain types like .co.uk and .com, your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information").
Where you "like" us or make posts on our pages on social networking websites we may also collect personal information about you.
We may collect this information even if you do not register with us.


What do we do with the personal information we collect?

We use your information collected through the website only for the following purposes:
- To process your order
- For statistical analysis purposes
- To improve our products, this website and the service we offer
- To provide you with website content and advertisements which we think you might be interested in when you visit the website
- To personalise our communications with you and your experience of our website
- To administer this website
- If you consent, to notify you of products or special offers that may be of interest to you
- To contact you for market research purposes, if you have not objected to such use
- To verify your age in the event that you purchase products containing alcohol
- To obtain credit reference and fraud detection checks, where required, and to authenticate your identity, validate your payment card and obtain authorisations for your payments for products
- To contact you regarding any specific enquiry you make
- To contact you in relation to your account registration and to send you any passwords required for you to access and use your account on the website
- Internal record keeping
- Where required or otherwise permitted to do so by applicable laws and/or regulations, for the purpose of responding to a court order, or a request for cooperation from a law enforcement or other government agency, or in order for Waitrose to establish or exercise its legal rights or defend legal claims.

Who do we share this information with?

Your personal information will be used for the above purposes by relevant staff in Waitrose and by those who support them in their roles. It may also be disclosed to other businesses within the John Lewis Partnership and to reputable third parties which we engage to help us run our business, including for the purpose of processing and fulfilling orders. This may include distributors of our products and services and third party couriers/delivery companies, as well as service providers and subcontractors retained to perform functions on our behalf or to provide services to us, such as warehousing; marketing and advertising; software development; website hosting and management; information technology and office services; legal, accounting, audit and other professional service providers; and other services related to our business.
This information is provided to such service providers and subcontractors on the basis that they do not collect, use or disclose the personal information for any purpose other than to perform such functions on our behalf or to provide services to us or as otherwise required by law. We may also share your personal information with third party financial institutions who provide JLFS' financial services products.
Your personal information may also be shared within the John Lewis Partnership group of companies for other limited purposes e.g. to the extent needed for proper management and analysis and decision making including in relation to taking decisions regarding the expansion of our product and service offering.
Waitrose may also disclose your personal data:
- In response to a court order, or a request for cooperation from a law enforcement or other government agency; to establish or exercise its legal rights; to defend legal claims; or as otherwise required or permitted by applicable laws and/or regulations;
- When Waitrose believes that disclosure is appropriate in connection with efforts to investigate, prevent, or take action regarding illegal activity, suspected fraud, or other wrongdoing; to protect and defend the rights, property or safety of Waitrose, its customers, staff, suppliers or others;
- To prospective or actual buyers in the event that Waitrose sells any of its business or assets; and
- To credit reference and fraud detection agencies in order to authenticate your identity and validate your payment card.

Other than as set out above, we will not transfer, disclose, sell, distribute or lease your personal information to third parties unless we have your permission to do so or are otherwise required or permitted to do so by law.


Where is your data?

The personal information you provide through the website is processed in the UK. It may be transferred to other members of the John Lewis Partnership group of companies or other third parties as described in the previous paragraphs.
Some of the third parties to whom your personal information will be disclosed, including our vendors or service providers, may be located outside the European Economic Area ("EEA"), in countries which do not provide the same level of protection of personal information. Whether the personal information you provide to us is processed by us or our vendors within the EEA or outside of it, we will take steps to ensure that your personal information will be afforded the level of protection required of us under applicable data protection legislation and this policy.


Cookies

Cookies are small bits of text that your web browser software stores on your computer when you visit some websites. Waitrose uses cookies to make it easier to use our site and to allow us to improve the service to you, our customer. A cookie generated by the website allows us, for example, to retrieve your current shopping basket, to recognise you when you visit and to help you navigate around our website. Because we rely on cookies to make the shopping experience easier and more tailored to your needs, your browser must be set to accept cookies before you can place an order with us.
Here you can see what cookies may be sent to your device by the website and what we use each cookie for. You can set your browser to reject cookies (see the 'Help' menu of your browser to find out how to do this), but please bear in mind that if you do this, certain personalised features of this website cannot be provided to you.


Cookie Name Expiration Period Purpose
WC_ACTIVEPOINTER At End Of Session This cookie contains the value of the store ID of the session. This value is used to select the store to execute the command, if one is not specified on the URL.
WC_AUTHENTICATION_ID At End Of Session WebSphere Commerce uses a secure authentication cookie to manage authentication data. An authentication cookie flows only over SSL. For increased security it has a timestamp with a signature. This cookie is used to authenticate the user over SSL-connections.
WC_GENERIC_ACTIVITYDATA At End Of Session This cookie only exists if it is a generic user (-1002) session. This cookie stores the session values such as store ID, language ID and contracts.
WC_SESSION_ESTABLISHED At End Of Session This cookie is created on the first request processed by WebSphere Commerce runtime. For example, a non-cache request.
WC_USERACTIVITY_ID At End Of Session This is a user session cookie that flows between the browser and server over both SSL or non-SSL connection. It is used for user identification over non-SSL connections. It contains user session values such as login timeout, session identifier, etc

We will ask for your consent to the use of cookies set out in this Privacy and Cookies Policy when you first access the website and if we introduce any new cookies to the website. Your continued use of the website will be treated as consent to the use of these cookies for the purposes described.



Online shopping - terms of sale

These Terms and Conditions of Sale ("Terms of Sale") are the terms and conditions on which Waitrose Limited, a company incorporated in England and Wales (registered number 00099405 with its registered address at 171 Victoria Street, London, SW1E 5NN), provides products to you via www.waitrosedirect.com .Our VAT number is 232457280.


Puchasing products

In addition to the Terms of Use, your purchase of products which we supply to you through the website is subject to these Terms of Sale. Please read the Terms of Sale carefully before ordering any products through the website, as by ordering any of our products [or services] you agree to be bound by the Terms of Sale. You will be asked to tick a box on the final page of the checkout section of the website to confirm that you accept these Terms of Sale, before you may proceed with your order. If you do not accept these Terms of Sale and do not tick this box, you will not be able to order any products from this website.
We recommend that you should print a copy of these Terms of Sale for future reference.


Placing an order

Delivery times and options may vary depending on the type of product that you order. Provided we have received an accurate physical delivery address from you, we will aim to deliver products to you by the date set out in the acknowledgement of order email we send to you or, if no date is specified, within five working days (i.e. any day that is not a Saturday, Sunday or bank holiday) of the date of the acknowledgement of order email we send to you. We offer a special delivery option for Christmas orders where you may arrange for your order to be delivered by 24th December. Details of this delivery option will be available on the website during the run-up to the Christmas period. If the address is incorrect the order may be delayed or may not arrive at all.


Identity of supplier

Unless stated to the contrary on this website, the goods and services supplied in accordance with any contract made though this website are supplied by Waitrose Ltd.


Contract creation and order process

The technical steps required to create the contract between you and us are as follows:
- You must add the products you wish to purchase to your shopping cart and then proceed to the checkout.
- If this is your first purchase on the website you may then create an account with us and log in; if you already have an account with us you may enter your log in details to access your account. You may also proceed as a guest, without logging in, or creating an account.
- You will then be asked to input your shipping and payment details.
- Once you have completed compiling your order you will be asked to confirm that it is correct, and that you agree to these Terms of Sale. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order. It is your responsibility to ensure that your order is correct before submitting it to us. If you are purchasing products containing alcohol, you will also be asked to enter your date of birth to confirm that you are aged over 18.
- You place the order for your products on this website by pressing the 'place order' button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on this website.
- After you have submitted your order to us, we will process the payment details you have given us to take payment for your order
- We will send you an order acknowledgement email detailing the products you have ordered. You should check the order acknowledgement email for accuracy and let us know immediately if there are any errors. That email does not constitute acceptance of your submitted order.
- Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions below. Title will pass on delivery of the products, provided that we have processed and received payment in full for the products.

Non-acceptance of an order may be a result of one of the following:
- The product you ordered is not available from stock.
- We are unable to obtain authorisation for your payment.
- A price or product description error is identified.
- You do not meet the eligibility to order criteria set out in the Terms of Sale.

If there are any problems with your order, a customer services representative from Waitrose will endeavour to contact you.

The contract will be concluded in English.

If you do require any information regarding orders you have placed with Waitrose please write to us at the address set out above.


Delivery restrictions

We reserve the right to restrict deliveries in certain areas. Please click HERE for details of areas where delivery may be restricted This includes the right to withdraw our services to individual customers' addresses if you are repeatedly unavailable to take delivery of your shopping at your chosen time or in other exceptional circumstances.


Delivery arrangements

At the point at which you place your order, the full list of available delivery times will be shown.
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.
For all Next and Named Day, all pre-1030am deliveries and some standard deliveries including deliveries of hampers and higher value/volume orders and in some deliveries of alcohol,a signature will be required. If you are out, 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.
Some standard deliveries do not require a signature. 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 which may affect 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. You should keep your delivery note and all packaging and should notify our customer services team immediately if any of the order is missing or damaged (for products which are damaged on delivery please see below).Where the delivery contains alcoholic merchandise (please see "Alcoholic merchandise" section below), the delivery driver may ask for appropriate proof of age identification bearing a photograph, date of birth and a holographic mark if they consider that the recipient does not appear to be over the age of 18. Where the delivery cannot be signed for by a person over the age of 18 or where the delivery driver is not satisfied that the person has been able to provide acceptable proof of age identification then the delivery will not be made and a card will be left with instructions on how to arrange re-delivery.


General payment provisions

Luncheon Vouchers and coupons cannot be used as a method of payment online. Any of the following cards may be used to pay for your shopping: Partnership Card, Waitrose or John Lewis Account Card including Business Accounts, Visa Debit (Delta), Maestro UK, MasterCard, Visa Credit, Solo, American Express.
You may also use Waitrose and John Lewis gift vouchers as a method of payment online. Please note that there is a limit of ten gift vouchers that may be used per transaction. Please note that if the amount of the voucher(s) that are being redeemed is more than the value of the transaction, the amount that has been overpaid on the vouchers cannot be refunded. Please see the help section for more information .
Once payment details have been given we will not charge your card until your order is despatched.
You are entitled to cancel a payment, or have such sums re-credited to your payment card where fraudulent use of your payment card has been made by another person not acting on your behalf.
For payment cards, all credit and debit cardholders and bank/building society account holders respectively are subject to validation checks and authorisation. If the issuer of your payment card or our third party validation service provider refuses to, or does not for any reason authorise or validate the payment, we will not be liable in these circumstances for any delay or non-delivery in respect of the products which you have ordered as a result.
By providing the relevant information to us, you specifically authorise us to transmit or to obtain information about you from third parties (including credit reference and fraud detection agencies) from time to time, including but not limited to your name, address, telephone number, debit or credit card details, cheque details or credit reports, to authenticate your identity and delivery address for the products, validate your payment card and obtain authorisations for your payments for products.


Credit card safety

The website uses Secure Sockets Layer (SSL) technology to encrypt your details as they are being transmitted to us. This prevents anyone from eavesdropping on your shopping session and keeps your card and personal details private.

Verified by Visa and MasterCard® SecureCode™

To give you even more confidence in shopping online with Waitrose, we've introduced Verified by Visa and MasterCard® SecureCode™. These services enhance your existing card account security against unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:

Visit the Verified by Visa website (Link opens in a new Window)

Visit the MasterCard® SecureCode™ website (Link opens in a new window)

Once you've registered and created your own private password with your bank, you will be automatically prompted at checkout to provide this password each time you make a purchase online.


Errors and shortages

Waitrose may decline to fulfil any order, including bulk purchase of items on promotion, or included in a special offer.
In the event of there being errors or shortages, these should be brought to the attention of Waitrose Customer Sales and Support Centre (using the contact details above) no later than seven days after the delivery.
Whilst we try to ensure that all prices on the website are accurate, errors may sometimes occur. In the event that a product you have ordered is listed at an incorrect price due to a typographical or administrative error, we will notify you of the correct price by telephone or e-mail before despatching your order, asking you to confirm you still wish to proceed with your order at the correct price. Once we have received your confirmation we will then despatch your order. If you do not confirm that you wish to proceed with the order within 7 (seven) days of the date of our price correction email, we will consider this as a withdrawal of your order and we will delete your payment details from our system.
As stated in the "Contract creation and order process" section above, a contract is formed between Waitrose and you when we despatch the goods you have ordered and not before. For the avoidance of doubt, a contract is not formed at the point in time that payment has been taken from you by Waitrose nor at the point in time that you receive an email from Waitrose acknowledging receipt of your order.

Product information

Waitrose has produced product information on this website for the general information of the public. It contains information gathered from various sources and, although we believe it to be accurate at the time of publication, weaccept no responsibility for, and make no representation nor gives any warranty or undertaking express or implied as to the accuracy or completeness of the information.


General pricing policy

Case prices for wines include a case discount where customers put together cases with a quantity of 12 individual bottles. Mix your own cases are only supplied in multiples of 12 bottles. There is no case discount on spirits or gifts. Usual case prices and case savings are based on the normal in-branch single bottle prices. The offers and promotions that are available in our shops do not necessarily apply to products available on the website and vice versa. Prices include the prevailing VAT rate and exclude delivery cost unless otherwise stated. If a delivery charge applies to your order you will be notified both during the ordering process online and again in the acknowledgement of order email we send to you. Prices, offers and products are subject to availability and may change at any time prior to our despatching your order and taking payment from you. Offers and promotions exclude Spirits, Gifts, Bag-in-Box, Beer, En Primeur, Fine Wine Cellarage and Waitrose Wine Club services unless otherwise stated. Offers and promotions which may be made available through the website from time to time may also have specific terms and conditions which apply. You will need to read and accept these before proceeding with the offer or promotion.


Cancellation rights

You may cancel your order for non-perishable products at any stage, and up to 8 days after the products are delivered to you.
Please note that your cancellation rights do not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, such as plants or fresh flowers and fresh foods, unless such products are defective, incorrect or damaged.
Unless such products are defective, incorrect or damaged, your cancellation rights also do not apply to products which have been opened, tested or partially used and which cannot be returned in the same physical state to which they were purchased.
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 and 9am to 7pm Sunday. Please have the order number and date the order was placed to hand. You may also change or cancel your order by e-mail to waitrosedirect@waitrose.co.uk
If your goods have already been delivered, then you will need to follow our returns procedure. Click HERE for more information about returns.


Alcoholic merchandise

The website sells products containing intoxicating liquor. For clarity, a drink containing alcohol is classified as intoxicating if it contains more than 0.5% of alcohol by volume (0.5% abv). Vintages, labels, closures and alcohol by volume may vary. All wines are 75cl and all spirits and liquors 70cl unless otherwise stated. For the avoidance of doubt, this may also apply to certain chocolates containing alcohol.
Pursuant to the Licensing Act 2003 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor subject to a maximum fine of £1,000, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, subject to a maximum fine on conviction of £5,000.
Pursuant to the Licensing Scotland Act 2005 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor subject to a maximum fine of £200, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, subject to a maximum fine on conviction of £5,000 and or 3 months imprisonment. Waitrose is committed to upholding both its legal and social obligations as a retailer of intoxicating liquor. To achieve this we have a number of control checks throughout the purchase and physical distribution process (e.g. requesting your date of birth when the order is placed and requirements for age identification on delivery where the recipient appears to be under the age of 18).
In accepting these Terms and Conditions you agree to provide Waitrose truthful and accurate information and act in accordance with the Licensing Act of 2003 or where applicable the Licensing Scotland Act 2005 .


Delivering shopping

Returns
We've made returns as easy as possible for you. You may return or exchange products, subject to the "cancellation rights" section above, within 28 days of the despatch date. Products must be returned in their original packaging. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. To return products, please contact our Customer Service Team as described in the "Cancellation Rights" section above. Our Customer Service Team will arrange for a third party carrier to collect the products from you free of charge.
Refunds
On cancellation or return of products, we will make a refund to you of the full value of the payment made to us, excluding delivery charges, where applicable. A refund of the original delivery charge will be given (if applicable) in the instance of incorrect, damaged or faulty goods or if your order is cancelled within 7 working days from the day after which you have received the goods .
Where you paid for products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited. Where you paid for products using gift vouchers, refunds will be made in gift vouchers of equivalent value. Where you part-paid for products using gift vouchers and the remainder by payment card, the amount charged to your payment card will be re-credited to your payment card account and the amount paid in gift vouchers refunded by gift vouchers of equivalent value.
All refunds will be made within 30 working days either:
- (where products have not yet been shipped to you) of our confirmation in writing to you that your order has been cancelled; or
- (where products have been shipped to you) of receipt of the returned products by us.

Whole cases of wine

Wines purchased via the website cannot be returned to Waitrose or John Lewis shops, and must be returned in full cases via courier collection. Please contact Waitrose Customer Sales & Support Team on 0800 188 881 between 8am and 10pm Monday to Friday, 8am to 9pm Saturday and 9am to 7pm Sunday. We will arrange for the courier to collect free of charge.


Damaged goods

Please check your delivery as soon as possible after it arrives. In the unlikely event your delivery has arrived damaged please contact Waitrose Customer Sales & Support Team on 0800 188 881 between 8am and 10pm Monday to Friday, 8am to 9pm Saturday and 9am to 7pm Sunday.


Liability for products delivered

As a consumer, you have legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms of Sale will affect these legal rights.
Please note that the images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the products. Your products may vary slightly from those images. Please note that the vintage of wines displayed in images of the products on the website may differ from the vintage of the products being sold and that the image is for illustrative purposes only. Please refer to the product descriptions on the website which will set out full details of the product, including the vintage. >
Our liability for losses you suffer as a result of us breaching these Terms of Sale is strictly limited to any losses which are a foreseeable consequence of us breaching these Terms of Sale. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
Except as expressly provided in these Terms of Sale, we are not responsible for any delay in, or failure of, performance of our obligations under these Terms of Sale arising from any cause beyond our reasonable control including any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion, failure in information technology or telecommunications services, failure of a third party (including failure to supply data) and industrial action.

We do not exclude or limit in any way our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation;
- any terms implied under the Sale of Goods Act 1979 or the Sale of Goods and Services Act 1982;
- any liability arising under the Consumer Protection Act 1987; or
- any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

Except as set out above, we are not responsible for indirect losses which happen as a side effect of the main loss or damage including but not limited to:
- loss of income or revenue;
- loss of business;
- loss of profits or contracts; or
- loss of anticipated savings,
provided that this shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the above.


Notices

All notices given by you to us must be given to Waitrose at either Waitrose Ltd Registered Office, 171 Victoria Steet, London, SW1E 5NN or waitrosedirect@waitrose.co.uk. We may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on this website, 1 (one) working day after an e-mail is sent, or 3 (three) days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.


Miscellaneous

These Terms of Sale set out the whole agreement between us relating to your purchase of products via the website. No statement by any individual employed by us should be understood as a variation of these Terms of Sale or as a representation about the nature, quality or availability of the website or any products made available on the website.
If any provision of these Terms of Sale is found to be unlawful, void, or for any reason unenforceable by a court, then that provision shall be deemed severed from the rest of these Terms of Sale and shall not affect the validity and enforceability of the remaining provisions.
No delay or failure by us to exercise any powers, rights or remedies under these Terms of Sale will operate as a waiver of them, nor will any single or partial exercise of any such powers, rights or remedies preclude any other or further exercise of them.
These Terms of Sale are governed by the laws of England and the courts of England will have exclusive jurisdiction with respect to any dispute arising under or in relation to them.
A person who is not a party to a contract governing the Terms of Sale between you and us is not entitled to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999 except where these Terms of Sale expressly provide for such rights.
You will be subject to the policies and Terms of Sale in force at the time that you order products from us, unless any change to those policies or these Terms of Sale is required to be made by law or governmental authority, or if we notify you of the change to those policies or these Terms of Sale before we take payment from you and despatch your order to you. In the event that there is a change to the policies and/or Terms of Sale, we will notify you of the change by e-mail before despatching your order, asking you to confirm you still wish to proceed with your order. Once we have received your confirmation we will then despatch your order. If you do not confirm that you wish to proceed with the order within 7 (seven) days of the date of our email which notifies you of the change, we will consider this as a withdrawal of your order and we will delete your payment details from our system.
Please read the terms of the Privacy and Cookies Policy above which contains important information about the use of the personal information you provide when using this website.