Delivery And Returns - Waitrose Cellar

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Standard delivery is 3 working days | See our coronavirus FAQs

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Delivery and returns

Changes to delivery methods

Our couriers are temporarily updating their delivery practices. This may mean changes to how you sign for, or receive your order. For advice and information please visit your courier's website. Information on specific couriers will be in your dispatch email.


Delivery charges

Standard delivery takes 3 working days and is £5.95 or FREE on orders over £150. We also offer Next Day and Named Day delivery for £8.95 or FREE if orders are over £250. FREE Click & Collect is available on all orders £100 and over (£3.95 on orders below £100). Unfortunately we are currently unable to offer Click & Collect services in Scotland.


Please note that availability for Click & Collect Services can sometimes vary depending on capacity. The next available day will be clearly displayed on the Your Delivery Options screen. During very busy periods, such as 25% OFF event or during public holidays, standard delivery takes 3 working days.



How will my order be delivered?

Click and Collect

Order online at waitrosecellar.com by 8pm Monday to Friday for collection from your local Waitrose & Partners store from 4pm the next working day. Orders placed after 8pm on Friday and before 8pm on Monday will be available for collection from 4pm on Tuesday.

Collecting your order

Simply present your payment card, reference number and ID at your chosen Waitrose & Partners store store to collect your items. If someone is collecting on your behalf they must have proof of purchase and ID. Your items will be held for 7 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 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


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Returns, replacements and exchanges

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; 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


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Coronavirus FAQs

How have your delivery options changed since the coronavirus outbreak?

Customers can still order Click & Collect for next day delivery to then collect in store after 4pm. Next Day and Named Day delivery are available. Standard delivery is available and takes 3 working days.


How has the product range and availability changed since the coronavirus outbreak?

There has been exceptional demand for many of our products, meaning that a number are out of stock. A core range of products, including many on promotion, has been maintained, however it may take several weeks before we are able to fully restock.


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


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What if I'm not in when you deliver?

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.


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

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.


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Are there postcodes with restricted service?

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


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.

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Delivery costs

 

Delivery options   Price   Timing

Standard delivery   £5.95 or FREE for orders over £150   Standard delivery takes 3 working days (7am-9pm, excluding public holidays).
We are sorry for any delay and thank you for bearing with us during this exceptionally busy time.

Click & collect
£100+
  FREE   Order by 8pm Mon-Fri to collect from your local Waitrose & Partners store from 4pm next working day. Orders placed after 8pm on Friday and before 8pm on Monday will be available for collection from 4pm on Tuesday.


Click & collect
under £100
  £3.95   Order by 8pm Mon-Fri to collect from your local Waitrose & Partners store from 4pm next working day. Orders placed after 8pm on Friday and before 8pm on Monday will be available for collection from 4pm on Tuesday.

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.

Next Day delivery   FREE on orders over £250 or £8.95 on orders under £250   Monday to Saturday 7am-9pm, excluding public holidays. Order by 8pm the previous working day.



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).


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