Product Issues and Feedback, including substitutions and missing items

If a product you've ordered is unavailable, we'll do our best to offer you a substitute, which we'll make you aware of through an email before you receive your order.

If the original item was on offer, the same discount will also be applied to the substitute product.

If you're not happy with the substitute, just hand it back to your Driver or Click & Collect colleague, and you will not be charged on your final bill.

We are committed to improving product availability on our website. If a product you ordered is unavailable, we will do our best to offer a suitable alternative. You’ll receive an email prior to your order’s arrival, detailing any substitutions we’ve made.

If you’d like to return any substitutions, simply inform your driver or Click & Collect colleague before they leave, and the item will be removed from your final bill.

Alternatively, you can request a refund within one week of delivery or collection by visiting the groceries website by following the link here.

If you need further assistance, please submit an enquiry form below.

Your driver or Click & Collect colleague will notify you of any substitutes we have had to make to fulfill your order.

Please just let your driver or Click & Collect colleague know if you wish to reject any substitutions before they leave and the item will be removed from your final bill. If it's within a week of delivery or collection and the item hasn't been removed from your final bill, you can request a refund via the groceries website by following the link here.

We apologize for the missing item in your online delivery or Click & Collect order.

If it’s within a week of delivery or collection, you can request a refund through the groceries website here.

For additional assistance, please feel free to submit an enquiry form below.

If the original item you purchased was on offer, then the same discount will also be applied to the substitute product.

You can return any substitutions, please just let your driver or Click & Collect colleague know before they leave and the item will be removed from your final bill.

Alternatively, if it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

When a product is unavailable, we always aim to provide you with a suitable alternative. We'll notify you of any substitutes before delivery. If you choose to keep the substitute you will pay the price of the substitute not the original item.

Substitution for an unavailable item on offer:
If the unavailable item you ordered was on offer, then the same discount will also be applied to the substitute product.

Unavailable item in a meal deal or multi buy promotion:
If an unavailable item was part of a meal deal or multi-buy promotion, you will still receive the promotional discount on the rest of the items in the deal.

We are sorry that you have received an unsatisfactory item.

If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

We are sorry that you have received a product with an unsatisfactory use by date on it. If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.

We are sorry that you have received an unsatisfactory item.

If it's within a week of delivery or collection, you can request a refund via the groceries website by following the link here.