Frequently Asked Questions

Yes, the minimum order spend when you order your groceries from Waitrose.ae is 100 AED.

It depends. All deliveries over 350 AED are free of charge when you order from Waitrose.ae and those below AED 350 are charged at a flat rate fee of AED15 per delivery.

• Sign into your Waitrose.ae account.
• Add your chosen product (s) to your Shopping Cart and proceed to checkout.
• Make sure you have entered your preferred delivery address.
• An available delivery date and time will be pre-selected. Please amend to a date and time which suits you.
• Then press save and continue on to the next stage.

Yes, you can, up until the day before delivery. Choose the amend order option and then click on the calendar icon in the right-hand grey bar. You’ll then see the option to 'Edit slot'.

Your payment will be processed on the day of delivery, by the driver if you are paying cash or card on delivery.

All online payments will be processed on the day of delivery, after your order has been picked and processed.

If you have selected the pay by card online option, the final amount will be deducted from your account after order processing and you will receive a SMS notification (if enabled) from your bank notifying you of the amount deducted.

The guide price uses an estimated weight for weighted items like grapes and cheese. But what you pay will use the exact weight, so the price may vary slightly. The final price charged will be the price of the item on the day the order was placed.

Based on your selected substitution preference, we will handle unavailable items as follows:

"Notify me to substitute unavailable items":

We will notify you on the day of delivery via SMS and email if any of your ordered products are unavailable. You will receive a substitution link to review and select alternative products that closely match the original items.

"Don't notify me, just substitute":

In the absence of your preference, we will automatically substitute unavailable items with similar products on your behalf.

"Don't deliver unavailable items, don't notify":

We will only deliver the available items from your order and omit any unavailable items without prior notification.

If we were not able to get in touch with you up to 30 minutes prior to your delivery slot, we will send the substitutions and you can either accept or decline the substitutions unless you have requested contactless delivery in which case no substitutions will be sent. Your final invoice will reflect these changes.

Most packages are delivered on time.

On rare occasions, orders show up after the estimated delivery time. Here are the possible reasons for the delay: Traffic especially at peak times of day

• Incorrect address
• Missing apartment, building, floor, or unit number
• Severe weather conditions

Our drivers will attempt to contact you in the event that the delivery is delayed.

Please note that this call will be from a UAE landline or mobile telephone number.

If your delivery hasn't arrived within your booked slot and you haven't heard from us, here are the recommended Actions:

1. Re-check estimated delivery date and address and ensure you have updated your location pin under your profile.
2. Contact our Customer Care team on +971 (0) 4 274 3400 who will be happy to assist.

If you realise that an item is missing after the delivery, please contact us immediately or within 2 days following the delivery.

The number to call can be found on your order confirmation email.

For any additional assistance, contact our Customer Care team on +971 (0) 4 274 3400.

We will resolve the issue for you as quickly as we can.

Return any unwanted or damaged products with our driver, who will return it to the branch and process the refund for you.

If our driver has already left, the item(s) must be returned within 14 days, with proof of purchase and in its original packaging. For any further enquiries, please contact our Customer Care team on +971 (0) 4 274 3400.

Return any unwanted or damaged products with our driver, who will return it to the branch and process the refund for you. This will be reflected in your final invoice and you will not be charged for the items.

If our driver has already left, the item(s) must be returned within fourteen days, with proof of purchase and in its original packaging. For any further enquiries, please contact our Customer Care team on +971 (0) 4 274 3400.

If you are having an issue shopping on Waitrose.ae please close down your browser and restart. Most problems are solved by doing this. If you are having a checkout issue, make sure your order is over our minimum spend and if amending an order, that there isn’t a message reading 'No Longer Available' for any products.

These products will need to be removed from your trolley before confirming your order. If you are still having an issue shopping on Waitrose.ae please contact us on +971 (0) 4 274 3400.

If you have a Waitrose.ae account, you will need to visit the my Waitrose account page to change your contact details. Unfortunately, we're unable to do this on your behalf. If you don't have a Waitrose.ae account, call us on +971 (0) 4 274 3400

We currently offer our grocery delivery service to addresses in Dubai and Abu Dhabi (with the exception of Al Ain).

Our website and social media will be updated once we begin to offer grocery delivery to addresses in Sharjah, Ajman, Ras Al Khaimah, Al Ain and Fujairah.

We are required to provide traceability information about Beef and Veal sold via our service counters, to those customers who request it.

Uncooked Beef and Veal which have been seasoned or processed (such as beef in barbecue sauce, beef Wellington, beef burgers) are not covered. Neither is offal or mince.

Traceability information can only be supplied if it is requested at the point of ordering online. This request can be logged either by sharing your order number with one of our Waitrose Customer Care Team members on the live chat, sending an email with the order number and request to wr.support@spinneys.com or contact our Waitrose Customer Care Team on +971 (0) 4 274 3400 daily from 9am-7pm.