What happens if something I've ordered has to be substituted?

The safety and well-being of everyone who uses Ocado, both customers and colleagues, is our priority. Following the latest advice from the World Health Organisation and UK Government with regards to the Coronavirus (COVID-19) outbreak, we have changed our delivery process so this is free of any contact with the customer. 

Our drivers have stopped taking shopping into people’s homes and will drop it off at your front door. You will still be able to return substitutions at the door, the only difference, for now, is that your driver will ask you first if you are happy with them and, if not, will take back the substitutions before you pick up the shopping. Unfortunately, our drivers cannot take back substitutions after this point.

If you are in self-isolation and you’ve notified us of this, then drivers will not interact with you directly when they deliver. We ask you to remain inside your home. Our drivers will leave the shopping bags on your doorstep and will call you on the phone once the delivery has been made. 

If there isn't a chance for you to return any substituted products on the doorstep, you’ll be able to request a refund on any substitutes you did not want – just follow the usual refund process.

Please note that our supply chain is not functioning as smoothly as normal so please be more understanding in accepting substitutions.

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