Customer FAQs

Close Account

Can I Close My Account?

Yes, please follow the link www.morrisons.com/preferences and follow the instructions there.

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Charges

What is the minimum order value?

You need to spend at least £25 before you can check out an order.

Is there a delivery/collection charge?

Delivery charges may vary depending on your delivery address, the day and time of your chosen slot and the value of your order. All delivery charges will be shown to you when you select your delivery slot and again at point of checkout.

Collection charges may also vary depending on the day and time of your chosen slot - the price will be shown to you when you select your slot and at the checkout.

What payment methods do you accept?

We can't accept cash or cheques, maestro, Solo or Electron. So all payments must be made by cards we accept.

We accept: Visa, MasterCard, Visa Debit, American Express and Pay Pal.

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Checkout

How do I add a card to my account?

There are two ways to add a card to your account:

1. Go to your Account Settings and select the "Your wallet" option. Click on the 'Add new payment method' button and enter your card details.
2. You can also add a new card at checkout. Simply click on the 'Add a credit or debit card' link and enter your card details in the box provided. Then, when you move on, you can store the details for future use.

My credit card isn't working

Don't worry, there may be a simple solution.

We take payment for an order when the groceries are delivered, not when you complete your payment at the checkout. So, if your card is due to expire before we plan to take a payment, it may not be accepted on our website. Unfortunately, we can't verify your new card either, as it can't be activated until your current card expires.

If you think it may be something else, you'll need to contact your bank to make sure there are no problems with your credit/debit card. They will carry out the verification process on our behalf.

Can I pay for an order with a card that's not in my name?

You can use an alternative card as long as you have the card owner's permission.

How do I check out my order?

Just click the 'Trolley' button in the top right-hand corner of the page then click checkout. But remember, you have to spend at least £25. (20 to 24 December (inclusive) May have a different minimum order value, but we'll make sure you know that when you place an order).

Why can't I check out my order?

Make sure you've spent at least £25 before you try to check out an order. (20 to 24 December (inclusive) May have a different minimum order value, but we'll make sure you know that when you place an order). Your Card may have expired also and if it has you will be notified on the checkout page.

How do I enter a voucher code?

You'll have the chance to enter any voucher or coupon codes during the checkout process. Just enter the code (e.g. VOU1234567) then press the 'Add' button to use it on your order. You'll then see a message to confirm that you're using a voucher or coupon, along with a 'Remove' option in case you change your mind. If there are any hiccups, you'll see a red message explaining the problem instead.

I can't get the website to accept my voucher code

Make sure you're entering the code exactly as it appears. The letters must be in capitals if they appear as capital letters, as the system is case sensitive. Please type in the code rather than cut and paste. Please also ensure that the dates are valid on the coupon.

This is the same for coupon codes, the letters COU must be in capitals.

How do I add a new address to my account?

Go to your account settings and select 'Delivery addresses' Then click on the 'Add an address' button, entering your details as the boxes appear.

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Deliveries

What happens if I miss a delivery?

If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they can't get hold of you, the order will be cancelled and we would ask that you to contact us on 0345 611 6111. Always make sure you call us straight away.

Note: If you do miss a delivery, we can't guarantee that the driver will be able to return with your order on the same day.

Can I book a delivery before I've placed an order?

Yes you can. We actually recommend that you book your slot before placing your order so you can see accurate stock avaiability.

Remember though, a reserved delivery or collection slot expires after 60 minutes if you haven't checked out. If your chosen slot expires, you will need to reserve the slot again, or book a new one. You can always amend your order once you have checked out, up until the cut off time (your cut off time will be shown on the website and in your order confirmation email.)

I've already booked a delivery slot, why am I being asked to book another?

Delivery and collectcion slots expire after 60 minutes if you haven't checked out. If your chosen slot has expired, you will need to reserve the slot again, or book a new one.

How do I change a delivery?

Using a desktop or tablet device?

When you're logged in, click on the 'Your Orders' link in the top right of the page - your current orders will be displayed. Find the order you want to change - when your order details appear, select the 'Order details' link then select ‘edit order'. You will then be able to choose your preferred delivery time on the delivery booking page and confirm your new time slot.

Using a mobile device?

When you're logged in select the menu in the top left corner and click on ‘your orders' link your current orders will be displayed. Find the order you want to change - when your order details appear, select the 'Order details' link then select ‘edit order'. You will then be able to choose your preferred delivery time on the delivery booking page and confirm your new time slot.

How do I book a delivery?

There are two ways to book a delivery:

1. Click the 'Book a Delivery' link in the top right-hand corner of your page (Van symbol). You will then be asked to confirm your delivery address before we show you available delivery slots up to 21 days in advance.
2. If you haven't already reserved a delivery slot, you will be automatically prompted to book one as you're checking out.

How long can I hold a delivery slot for before I have to check out?

Your chosen delivery slot will be reserved for 60 minutes, but it will expire if you don't check out within that time. If your chosen delivery does expire, you'll need to reserve the slot again, or possibly book a new one.

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Orders

Where can I find my order details?

Using a desktop or tablet device?

You'll find a 'Your Orders' link in the top right corner There's also a link to your next order button on the home page. Click on either of these to view existing and previous orders.

Using a mobile device?

When you're logged in select the menu in the top left corner and click on 'your orders' link your current orders will be displayed.

How do I know if I placed my order correctly?

When you've successfully completed an order, we'll show you an order confirmation page as well as sending you a confirmation email with all your order details.

How do I make changes to my order?

Making changes to an order is easy. Just follow the simple steps below:

1. Sign in to your account and click on the 'Your orders link'.
2. Find the order you wish to amend.
3. Click 'Edit', and the order will appear in your trolley.
4. Make your changes and check out the amended order.

Note: You MUST complete the checkout to finalise any changes you've made. If you don't, your changes won't be saved.

How do I cancel an order?

Sign in to your account and click on the 'Your Orders' link. Then simply find the order you wish to cancel and click 'Cancel order'.

Always make sure you edit or cancel an order before its cut-off time. If you need to cancel an order after the cut-off time, you'll need to contact our Customer Service team on 0345 611 6111.

What happens if I don't have time to finish my order?

Your reserved delivery slot will expire after 60 minutes if you haven't checked out. If you need longer to complete your shop, simply check out your order and go back to edit it later. As long as it's before your cut-off time, you can make as many changes as you like.

Can I re-order a previous shop?

Yes you can, and it will save you time too. Just follow these simple steps:

1. Sign in to your account and click on the 'Your Orders' link.
2. Find the order you wish to re-order.
3. Click 'Order details' to open the order.
4. Now select 'Add all to trolley' on right-hand side of the page.

How late can I make amends to an order?

Every order has a cut-off time, but it can vary depending on when you placed your order and what delivery slot you booked. Please check your confirmation email to find your order's cut-off time.

How do I place an order for the Isle of Scilly?

How it works

Step 1 - Register with Morrisons.com

Step 2 - Choose your click and collect location as: Port of Penzance Click and Collect (Isles of Scilly only).

Step 3 - Fill your basket online and checkout

Step 4 - After every order, forward your order confirmation to Islesofscilly@morrisonsplc.co.uk with the following information - Full customer name, Morrisons order reference number, date of collection, customer shipping account number, mobile phone number, address including island and postcode. Our store team can then process your order.

Note that orders will be delivered bagless, so please have your own bags or containers ready to decant your orders into. Totes must be returned to the courier on the next delivery.

If you ever order a product that we're unable to fulfil, we'll try to offer you a suitable alternative in its place. If you are unhappy with your substitute, click here to contact our Customer Service team. They'll be happy to help.

If the boat to the Isles of Scilly is cancelled we will be notified by your nominated shipping representative. Our Customer Services team will contact you to advise that your original order has been cancelled and to rebook at the next available slot.

For full terms and conditions for this collection location

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Online Returns and Refunds

What are "perishable" products?

A perishable product is any product which has a "use by", "best before" or "BBE" date stamped on the product which expires 6 weeks or less from the date of delivery.

What is your cancellation policy for non-perishable products?

You can cancel any non-perishable product at any time up to fourteen working days beginning on the day after you receive it and we'll gladly refund it - simply contact our Customer Service team on 0345 611 6111. We may need to visit you and collect any refunded non-perishable items.

What happens if a product is faulty or damaged?

If you discover a product is faulty, please call our Customer Service team on 0345 611 6111 to discuss your options - we'll be happy to help. If your product is faulty or damaged, we'll gladly refund it. However, if the product affected is a perishable product, then it would help us if you could call us before the expiry of the "use by", "best before" or "BBE" date stamped on the product.

While we don't offer exchanges, you're more than welcome to re-order any refunded item on your next shop.

What is your cancellation policy for perishable products?

You can cancel any perishable product at any time prior to the cut-off date set out in your confirmation email. You cannot cancel a perishable product after this time unless it is damaged or faulty.

How can I get a refund for missing items?

When your delivery arrives, if you notice an item is missing, please let your driver know and your bill will be instantly recalculated. If you realise any items are missing from your order after your driver has left, please contact Customer Service on 0345 611 6111.

Do I always have to speak to Customer Service to get a refund?

No, you can contact us via our Help Hub to request a refund or contact customer services on 0345 611 6111.

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Personal Details

How do I update my details?

All your personal details are held in your account settings. To edit your existing details, just log in and click on the 'Account settings' link towards the top of the page or in the menu on a mobile device. Then select the category you want to add to or amend, completing the relevant fields on each page.

How do I sign up for or cancel marketing communications?

Go to your Account Settings and click on the 'Marketing Preferences' tab. You'll see a tick box to opt in our out of Service Communications (text message alerts), just remember to save your changes. For Marketing Communications, simply click on the 'Manage' button and you'll be taken to a new page to manage your preferences.

How do I sign up for text message delivery reminders?

Go to your Account Settings and click on the 'Marketing Preferences' option. You'll see a tick box to opt in or out of Service Communications (text message alerts). Don't forget to click the 'Save' button when you're finished, or your changes won't be saved.

Note: Text message delivery reminders are not part of marketing communications and are not always available in all areas.

Can I have my order delivered to a different address?

Yes, as long as you don't already have an order waiting to be delivered.

If you'd like to add a new delivery address to your account, simply click on the 'Account Settings' link and click on the 'Delivery addresses' tab and use the 'Add a new address' button.

How do I change my delivery details?

You can have up to 10 delivery addresses saved to your account. Go to your 'Account settings' and select the 'Delivery addresses' link to view your current delivery details. Once on the page, you'll be able to add a new address or change an existing one by clicking on the relevant button or link. If you already have 10 delivery addresses, you will need to delete an existing address to add another.

Note: You must select a delivery address before placing your order.

What happens if I forget my password?

Go to the homepage and click the 'log in' link at the top of the page. You'll be taken to a separate page where you'll need to click the 'Forgotten your password?' link. This will guide you through resetting your password.

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Delivery Pass

What is a Delivery Pass?

A Delivery Pass is a one-fee payment plan for all your Morrisons groceries deliveries. It lets you order as often as you want without any additional charges over the course of 1, 6 or 12 months.

Will Delivery Pass change the way you use my personal information?

Your personal information is used in the same way by Delivery Pass as it is by Morrisons.com. For a full breakdown, check out our privacy policy.

How do I renew my Delivery Pass membership?

Your Delivery Pass membership will renew automatically at the end of your chosen plan. Don't worry though, we'll let you know when the date is coming up before we take the payment.

If you'd like to turn off your automatic renewal, just give our customer service team a call on 0345 611 6111.

Can I change or upgrade my Delivery Pass membership?

Of course - all Delivery Pass options are shown on our website, give our customer service team a call on 0345 611 6111 and they will be happy to help.

How do I cancel my Delivery Pass membership?

If you'd like to cancel your Delivery Pass, give our customer service team a call on 0345 611 6111.

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Products

How do I find products?

There are a few different ways you can search for products:

1. By category. All the products we stock are grouped into categories. If you click on the 'Shop' button at the top of the page (or within the menu icon on the mobile site, Browse button on the app), a list will appear with all of the different categories - similar to the aisles in store. If you hover or click over each section, you'll be able to see products grouped under that category. After clicking the category you're looking for, you can then use the Filter and Sort' options on the left hand side to refine your search to specific groups or products in that category.
2. Product search. You'll find a search box in the top of the page (it's the one with the little magnifying glass symbol). So, if you're looking for a particular product, type the name of the item into the product search box and press enter on your keyboard or press the magnifying glass button to the right, to start the search. Favourites. After your first shop, we'll create a list of favourites for you based on what you usually buy. So, if you click on the 'Favourites' tab at the top of the page, you can browse through and shop from a list of groceries you've ordered before. You can manually add or remove products from your Favourites by pressing the small heart icon on the product page.

How do I find products that are on special offer or promotion?

We have lots of products on offer each week. You'll find these throughout our site, with red 'Offer'.

How do I add items to my trolley?

Whenever you see an 'add' button on our website, just click on it to add the item to your trolley. Then, when the item is in your trolley, you can use the small plus and minus buttons to tell us how many you want.

What are substitute products?

If you ever order a product that we're unable to deliver, we'll try to offer you a suitable alternative in its place. Your driver will always tell you about any substitutes when your delivery arrives, and if you're not happy with our suggested replacement, it's easy enough to return it. Just hand it back to your driver, and we'll take it off your final bill.

If you want to return something after your driver has left, you can call our Customer Service team on 0345 611 6111. They'll be happy to help.

How do I find groceries suitable for special diets?

The majority of our products have 'back of pack' information, which will give you a little more detail about a particular product. To find this information, you just have to click on the product image or name on the product listing page and go through to the product page. We also have a "Free From" section in the drop down - click on the 'Shop' button, scroll down and select 'Free From'.

Why is a 'typical price' given for some items?

As the weights and sizes of some products vary, certain items ( for example, fresh meat, poultry, fish, cheese, fruit or vegetables) are priced according to the exact weight of the item delivered to you.

To give you an idea of what these products will cost when you're shopping, we show you the price of the item per kilogram, the 'typical weight' of the item and the 'typical price' per item. The 'typical price' is based on what the average weight of that particular item would cost.

Why is the 'total price' on my receipt different from the 'estimated total price' I was given when I ordered?

Where products are sold individually by weight (such as certain fresh meat, poultry, fish, cheese, fruit or vegetables) we will show you the price of the item per kilogram (or another unit of measurement). You may also be able to choose items within approximate weight bands, or of an approximate thickness or size. In each case, we will weigh the individual item when we pick it for you for delivery, calculate the price for that item based on its actual weight and the price per kilogram in force at the time of picking, and charge you that price.

The exact price and weight will be set out in your receipt. If we have changed the price per kilogram since you placed your order and you are not happy with the new price, simply hand the product back to your driver when your order is delivered and your bill will be recalculated.

So, why does this affect your overall order? Well, the price per kilogram shown when you placed your order is used to calculate both the estimated total price of your trolley, and the estimated total price set out in your order confirmation email. Therefore, the 'total price' of your order (as listed on your receipt) may differ slightly from the 'estimated total price' you were originally given.

Why are product prices online sometimes different to prices in-store?

We normally offer the same prices online and in-store. Though, we reserve the right to charge different prices online and in-store from time to time as they may differ.

How do you pack my groceries?

We segregate cleaning products such as bleach, and food products such as raw meat and fish in plastic bags to maintain safety and quality.

If you have any questions or need more information, please call our Customer Service team on 0345 611 6111.

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Technical

Why do I get a 'failed login' message when I try to sign in?

There may be a problem with your password. Please call our Customer Service team on 0345 611 6111 - they'll be happy to reset your password for you.

Why do I keep getting a 'page cannot be displayed' message?

You may need to check your SSL (Secure Sockets Layer) settings. The SSL helps to process transactions securely on the web, but if your settings are wrong you may find it difficult to open certain pages.

Not sure how to change your settings? If you're using Internet Explorer on Windows, click on the tools menu from your web browser, select 'internet options', and then click on the 'advanced' button. When you check the details, make sure that the SSL options are selected.

When I log in to my account and try to start shopping, you ask me to log in again. Why?

There are two reasons this might happen:

1. If you share an account, you may be trying to log in at the same time as someone else. As only one person can be logged in at any one time, you may have been automatically logged out.
2. You may need to verify that you have cookie handling set up correctly in your browser. If you're using Internet Explorer on Windows, you can check by clicking on the tools option from your web browser, selecting 'internet options', and then clicking on the 'privacy' button. Your setting needs to be set to 'medium'.

Why do I keep getting multiple products when I only asked for one?

In some browsers, clicking the 'back' button actually repeats the last action you did. If this was an 'add' request, you may be adding extras to your trolley without realising it. Try sticking to the website navigation to avoid it happening again.

Why do I keep getting 'connection refused' or 'website not found' messages when I try to load the Morrisons website?

Does it only happen when you're trying to get to groceries.morrisons.com? Try loading another website just to check. If you get the same message, you'll need to contact your internet service provider.

If the message only seems to appear when you're trying to get to groceries.morrisons.com, give our Customer Service team a call on 0345 611 6111 - they'll be happy to help.

Is your website compatible with all internet browsers?

Groceries.Morrisons.com is designed to look its best in the latest browsers, but don't worry, you'll still be able to access it from some older browsers too.

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The Morrisons App

You can keep on top of your shopping on the go with our app. Browse, shop and update your order directly from your mobile - look out for the Morrisons app with a green background in either the Apple App Store or Google Play.

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Carrier Bags

Do Morrisons deliver items in carrier bags?

From 1st April 2021 we removed plastic bags from our online deliveries and Click & Collect orders, meaning your groceries will be packed bagless (with the exception of certain products to maintain safety and quality). Please see our FAQs for more information.

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Morrisons More

Click here for FAQs related to Morrisons More

Got a question or issue not answered here? Feel free to contact us, we'll be happy to help.

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Scottish alcohol pricing

Usually we offer the same promotions online and in store. However, following new legislation in May 2018, it is no longer legal for Morrisons or any other retailer to sell alcohol below the minimum unit price. There are also certain promotions that we cannot run in Scotland because the law is different. This means that our Scottish customers may see some prices and offers that differ from the ones shown online. If you browse our site without logging in you will always see prices and promotions that apply in England and Wales. To view Scottish prices and promotions, log in to our website with a Scottish postcode and Scottish only prices and promotions will be displayed. Alternatively you can check in store.

For more information, please visit minimumunitpricing.scot, we'll be happy to help.

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Welsh alcohol pricing

Usually we offer the same promotions online and in store. However, following new legislation in March 2020, it is no longer legal for Morrisons or any other retailer to sell alcohol below the minimum unit price. There are also certain promotions that we cannot run in Wales because the law is different. This means that our Welsh customers may see some prices and offers that differ from the ones shown online. If you browse our site without logging in you will always see prices and promotions that apply in England. To view Welsh prices and promotions, log in to our website with a Welsh postcode and Welsh only prices and promotions will be displayed. Alternatively you can check in store.

For more information, please visit minimumunitpricing.wales, we'll be happy to help.

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