We promise to play our part in feeding the nation - it's more than our job.

To our millions of customers

Thank you for your patience and consideration whilst shopping with us in these uncertain times.

Our colleagues - and fellow customers - are facing the same pressures as you, and really appreciate your understanding and respect in these testing times.

Thank you to our customers for your ongoing support as we work through the below challenges to our usual service.

Is this your first order?

If you are shopping with us for the first time, we will carry out a pre-authorisation on your payment card. This means that when you place an order with us, your payment card provider will perform checks against your purchase and your details to make sure that it is you placing the order. If the pre-authorisation fails , it will result in the cancellation of your order., so we recommend that you inform your payment card provider you will be placing an order using the Morrisons website to reduce the likelihood of this check failing due to being seen as unusual activity.

Email Responses

We are really sorry but we are temporarily unable to respond to your emails. We have received an unprecedented volume of emails and we are trying to focus our efforts on getting more slots, more food to our stores, and respond to the emails we have already received. We will let you know when we are back.

Phone Lines

The phone lines are also exceptionally busy and you may struggle to get through.

We will update this page when we get more information, or you could access our Help Hub, which also contains some useful information at www.morrisons.com/help

Website and App Technical Issues

Due to the current high demand we are facing, we have unfortunately made the decision to turn off the app temporarily. This will then give us the time to focus on making sure the morrisons.com website can handle demand and work efficiently for all of our customers. Please go to morrisons.com to place or edit an order.

We are working hard to fix any online issues as they occur. We would recommend if you are experiencing problems that you try again later.

Frequently Asked Questions:

Self Isolating Customers

If you are self-isolating, please mention this in the Delivery Instructions section at checkout, or update the Delivery Instructions in your Address Book.

Editing Existing Orders

To allow us to deal with unprecedented levels of demand, please finalise your order as soon as possible after placing it, and several days in advance of your delivery - no later than 72 hours before it is due to arrive. Due to unprecedented demand, further edits after this point will cause disruptions to our fulfilment service and could cause your order to be cancelled altogether.

Delivery Slot Availability

There is a high demand for delivery slots, so we would recommend booking as far in advance as possible. The website shows all delivery slots available - unfortunately, there are no further options or slots other than those shown.

How do I request a refund for items in my recent order?

In the event that you are not happy with any of the items in your delivery, you can request a refund online within 48 hours of delivery. Simply go to my orders, and use the request refund function, specifying the product and the issue.

Are your details correct?

Please review your contact details and ensure they are up to date so we can get any useful information to you

The safety and well-being of our customers and colleagues is always our number one priority - and never more so than now, during the Coronavirus outbreak.

Responding to the latest guidance and advice from the World Health Organisation and the Government, we're making some practical changes to our delivery service from 13th March in order to protect the wellbeing of our customers and our colleagues.

Bag Returns

We are currently not accepting returned bags. Please keep them and we will collect them all once we are able to do so.

Doorstop Rejections & Substituted Items

We are currently not accepting returned or rejected items at your doorstep. Please refer to our Help Hub to find out what to do.

Difficulty Adding New Payment Type

If you are experiencing issues with adding new payment cards at checkout, we would recommend that you remove all expired payment types (inc Paypal), and then try again.

Maximum Capacity

To ensure more customers have access to everyday essentials we are introducing a restriction of only 5 items per customer on every product line online. Where products are on a multi buy, e.g. 10 for £3, you can still enjoy the offer if you buy a combination of 10 products in the same offer but you will be limited to 5 of any variety in that offer.

Out of Stock Products

We are increasing production where possible so that we can service the high levels of customer demand we are currently seeing. Please be patient and continue to check the website for our latest range.

Delivery Drivers & Social Distancing

Our delivery drivers are not permitted to enter houses or hand over shopping bags on your doorstep. Please mention as part of your Delivery Instructions if you are self-isolating so that our drivers can organise with you how to best deliver your order.

Kind Regards

Your Morrisons Team

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