Social distancing and hygiene
We have introduced measures across our supply chain to protect the health and safety of our colleagues.
The 2 metre distancing guidelines have been introduced in our warehouses to keep colleagues safe.
Our carrier partners have provided drivers with additional cleaning equipment to ensure excellent hygiene standards are maintained throughout the delivery process.
Contact Free Deliveries
We have introduced contact-free deliveries for both our wine and specialbuy products where possible. Our delivery drivers can deliver your parcel safely to your door. This change reduces hand-to-hand contact.
If your parcel requires a signature for Proof of Delivery our drivers may ring or knock on the door and then where safe to do so, retreat 2 metres away from the door where they will ask for your surname to validate the delivery.
For larger orders you may be contacted directly to discuss the safest way to deliver your parcel. Our carriers will not be able to enter your home or property.
You do not need to activate these services, our carriers will be offering these service as standard.
For more information on the changes our delivery partners are making click the below linksClose
Can I order grocery products online?
Yes. Although our full grocery range is not available to buy online we have crafted specially designed Food Parcels available to buy online with free home delivery to help vulnerable people and those who are self-isolating. Food parcels contain a range of essential ambient household products such as Pasta, Rice, Canned Soups, Fish and Vegetables and Long Life Milk. Click here for more information on our food parcels.Close
What happens if I have ordered multiple items?
If you receive your delivery and there appears to be items missing, rest assured these may be arriving in a separate parcel(s). Your delivery note will state if some items have been dispatched separately. Most of our couriers will also provide updates about your delivery via SMS and email. We will send your dispatch email once your full order has left our warehouse.Close
Why have my favourite wine products sold out?
During this unprecedented period, we have received exceptionally high volumes of wine orders. Our colleagues and suppliers are working around the clock to keep our warehouse stocked and to replenish our online range. Please keep checking back as we are replenishing daily.Close
What are food parcels?
Food parcels are ﬁlled with 21 everyday foods and essential household items, and a few treats too, to help out those who are not able to safely visit our stores. You can order yours today for just £19.99 and we’ll deliver it straight to your door for free, with full contactless delivery for self-isolators. Find out more here.Close
How do I order a food parcel?
Ordering a food parcel couldn't be simpler. After adding the item to your basket, you can pay for your food parcel using our easy to follow check out steps.Close
I have ordered a food parcel, when can I expect it to be delivered?
Your food parcel will be delivered by the next working day from the date you have placed your order when placed before 7pm Monday - Friday*. We will send you a dispatch email once your full order has left our warehouse and our couriers will provide updates as your delivery progresses.
*Next day orders placed after 7pm on a Friday will be delivered on the following Monday. Next day orders placed on a Saturday and Sunday will be delivered the following Tuesday. However if we can send this to you early we will! Next day delivery will also be unavailable for some postcodes in remote areas.Close
I have ordered other items along with my food parcel, when will I receive them?
If you have ordered other items along with your food parcel, rest assured these other items will be sent to you separately, without delay. If you receive your delivery and there appears to be items missing, these may be arriving in a separate parcel(s), your delivery note will state if some items have been dispatched separately. Our couriers will provide updates as your delivery progresses.Close
Is there a limit on how many parcels customers can buy?
There is no limit on the number of food parcels a customer can buy.Close
Food Parcel substitute products
Where possible we will send all of the items listed in the original food parcel description, however depending on the supply and availability of products the contents of the food box may vary slightly. We reserve the right to offer alternative products of equal quality and value. In these circumstances you may be sent one of the following options:
Substitute Parcel 1:
LUXURY TOILET TISSUE 4 PACK
LUXURY MILK CHOCOLATE BAR
UHT RED SKIMMED MILK
DRY ROASTED PEANUTS
ALL BUTTER SHORTBREAD FINGERS
RED LABEL TEA BAGS
COLOMBIAN FAIRTRADE INSTANT COFFEE
TINNED BAKED BEANS
PEELED PLUM TOMATOES
SMOOTH TOMATO PASTA SAUCES
TUNA CHUNKS IN SUNFLOWER OIL 4 PACK
BRAMWELLS TOMATO SOUP
TINNED STEWED STEAK
LONG GRAIN RICE
GREEN GIANT SWEETCORN 3PK
Substitute Parcel 2:
TOILET TISSUE 6PK
MILK CHOCOLATE BAR
UHT UNSWEETENED ALMOND MILK
READY TO SERVE CUSTARD
ENGLISH BREAKFAST TEA
RICH ROASTED COFFEE
TOMATO & PANCETTA PASTA SAUCE
TUNA CHUNKS IN SPRINGWATER 4PK
TINNED CHICKEN CURRY
BOIL IN THE BAG RICE
Food Parcel allergens and ingredients
Each food parcel will contain packaged items, with appropriate food labelling so please read the product labels on the individual products carefully to understand the allergens and ingredients that are used. Allergen advice: For a list of the major allergens for each product within our food parcels click here.Close
Are you offering food parcels suitable for vegetarians?
We are currently only offering one food parcel but we’re working hard to help as many people as possible access the food they need and are continuously exploring new ways of doing so.Close
- I have received my food parcel, but there is a problem with one or more of the items
What are my current delivery options?
Our standard delivery time frame for all deliveries to 3-5 working days. Where possible, Food Parcels will be delivered within the next working day when placed before 7pm Monday - Friday*.
Next Day Delivery is available on orders placed before 7pm Monday - Friday.
*Next day orders placed after 7pm on a Friday will be delivered on the following Monday.
Next day orders placed on a Saturday and Sunday will be delivered the following Tuesday, however if we can send this to you early we will!Close
Why haven't I received a dispatch email?
If you have ordered multiple items these may arrive in separate parcels at different times. Wine orders may take a little longer than normal to leave our warehouse due to exceptional demand.
We will send your dispatch email once your full order has left our warehouse.Close
Can I still place an online order if I am self isolating?
Yes. All we ask is that you let us know so our delivery drivers can make arrangements to deliver to you in the safest way.
During Checkout when asked about Delivery Options you are able add a Special Delivery Instruction. Simply add a comment to let us know you are self isolating.
Our drivers will leave your parcels on your doorstep and you will receive an email/SMS to let you know they have been delivered.Close
Is it safe to accept parcels?
Yes. It is understood that the COVID-19 virus does not survive for long on hard surfaces such as parcels. However we recommend washing your hands thoroughly after handling any packaging.Close