You're in: Customer Services > Frequently Asked Questions
Frequently Asked Questions
- Returns and Refunds
- Personal Details
- Delivery Pass
- Carrier Bag Charges
- Import your favourites
- Match & More - Online collecting
Registering with Morrisons Groceries
Because we need to make sure we deliver to your area. That's why your postcode is one of the first things we check.
Also, registering helps us work out stock and delivery info. That way, when you're shopping with us, you'll only ever see the products that are available.
When you register with us, we'll automatically check your postcode to see if we deliver to your area.
If we don't deliver to you yet, we'll email you as soon as we do.
We don't deliver to the whole of the UK yet, but we're constantly expanding our delivery areas so we may be soon. If you leave us your details, we'll let you know when we do.
You need to spend at least £40 before you can check out an order.
Our description of our delivery charges
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 before you place your order.
We can't accept cash or cheques, so all payments must be made by card.
Visa, MasterCard, Visa Debit, American Express
We can't accept: Maestro, Solo or Electron.
There are two ways to add a card to your account:
- Go to your Account Settings and select the 'Stored payment details' box. Click on the 'Add new card' button and enter your card details.
- You can also add a new card at Step 5 of the 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 to Step 6, you can store the details for future use.
Don't panic, there's probably 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.
You can use an alternative card as long as you have the card owner's permission.
Just click the 'Checkout' button in the top right-hand corner of the page. But remember, you have to spend at least ?40 first or at least ?60 if you have chosen a delivery date during the Christmas period (20 to 24 December (inclusive)).
Make sure you've spent at least ?40 before you try to check out an order or at least ?60 if you have chosen a delivery date during the Christmas period (20 to 24 December (inclusive)).
You'll have the chance to enter any voucher or coupon codes during Step 4 of 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 green 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.
Make sure you're entering the code exactly as it appears. The letters VOU must be in capitals, as the system is case sensitive.
This is the same for coupon codes, the letters COU must be in capitals.
Go to your account settings and select the 'Delivery address book' box. Then click on the 'Add an address' button, entering your details as the boxes appear.
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, they'll leave a card letting you know what time they arrived, and asking you to contact us on 0345 322 0000 or the number provided on the card. 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.
Yes you can. We actually recommend that you book your slot before placing your order – it helps to avoid disappointment.
Remember though, a reserved delivery slot expires after 60 minutes if you haven't checked out. If your chosen delivery slot expires, you will need to reserve the slot again, or possibly book a new one.
Delivery slots expire after 60 minutes if you haven't checked out. If your chosen delivery has expired, you will need to reserve the slot again, or possibly book a new one.
When you're logged in, click on the 'My Account' tab, then the 'Orders' link - your current orders will be displayed. Find the order you want to change - when your order details appear, select the 'Change delivery' link. You will then be able to choose your preferred delivery time and confirm it.
There are two ways to book a delivery:
- Click the 'Book a Delivery' link in the top right-hand corner of your page. You will then be asked to confirm your delivery address before we show you available delivery slots up to 21 days in advance.
- If you haven't already reserved a delivery slot, you will be automatically prompted to book one as you're checking 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.
You'll find an Orders link under My Account when you sign-in. There's also a 'My orders' button in the 'Welcome back' box on the home page. Click on either of these to view existing and previous orders.
Once you've added all your items to your 'Trolley', click on the 'View trolley' link at the top of the page. Once in 'Your trolley', you'll find a 'Copy trolley to list' link on the right-hand side of the page. Click on it, name the list, and then click the 'Create and add' button to save it.
To view saved shopping lists, click on the 'Shopping Lists' tab when you sign in to your account.
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.
Yes you can. Just go to the ‘Orders’ section of your "My Account" page, find the order you’d like to print, then click the ‘View’ link. This will show you a summary of your order, including a list of products. Then just use the print function of your browser to print a copy of your order (on most browsers you can simply click File > Print).
Making changes to an order is easy. Just follow the simple steps below:
- Sign in to your account and click on the 'Orders' tab.
- Find the order you wish to amend.
- Click 'Edit', and the order will appear in your trolley.
- 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.
Sign in to your account and click on the 'Orders' tab. 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 322 0000.
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.
Yes you can, and it will save you time too. Just follow these simple steps:
- Sign in to your account and click on the 'Orders' tab.
- Find the order you wish to re-order.
- Click 'view' to open the order.
- Now select 'Order again' in the top right-hand corner of the box.
Your driver will always hand you a copy of your receipt when an order is delivered.
If you'd like to print a receipt from a previous order, just click on the 'Orders' tab and find the order you're looking for. There'll be a 'Print' link under the receipt column, click on it to print a copy.
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.
Your Instant Shop is a really clever feature that makes shopping online with us even quicker and easier. It creates a 'suggested order' for you, based on products you like to buy, how often you like to buy them and even how many of them you usually buy. You can then fine-tune your 'suggested order', so you're always in complete control.
To tweak your 'suggested order', just select what products we should always include; ones we should never include; and ones that you're happy for Your Instant Shop to add, based on your previous orders.
Note: Although 'Your Instant Shop' will be available to you after your first order, it will be much more accurate and effective after your third shop.
Returns and Refunds
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.
You can cancel any non-perishable product at any time up to seven working days beginning on the day after you receive it and we'll gladly refund it - simply contact our Customer Service team on 0345 322 0000.
If you discover a product is faulty, please call our Customer Service team on 0345 322 0000 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 you must call us before the expiry of the "use by", "best before" or "BBE" date stamped on the product to receive a refund.
While we don't offer exchanges, you're more than welcome to re-order any refunded item on your next shop.
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.
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 322 0000.
No. There are two other ways to request a refund:
- If you've received an order within the last 24 hours, simply sign in and click on the 'Need a refund?' button in the 'Welcome back' box at top.
- Sign in to your account and click on the 'Orders' tab. Go to previous orders, find the order you're looking for, and then click on the 'Request' link under the 'Refund' section to request a refund on that specific order.
All your personal details are held in your account settings. To edit your existing details, just log in and click on the 'Account settings' tab towards the top of the page. Then select the category you want to add to or amend, completing the relevant fields on each page.
Go to your account settings and click on the 'Marketing communications' box. There are two options on the page, and you need to click on the small boxes to either add or remove the ticks from each option. Don't forget to click the 'Update' button when you're finished, or your changes won't be saved.
Go to your account settings and click on the 'Text message delivery reminders' box. Then click the 'Mobile number' box at the top of the page, where you can select your mobile number from the drop down menu.
If you no longer want to receive text message reminders, select 'Do not send me SMS alerts' in the same drop-down menu.
Note: Text message delivery reminders are not part of marketing communications.
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' tab and go through to your 'Delivery address book'.
You can have up to three delivery addresses saved to your account. Go to your 'Account settings' and select the 'Delivery address book' box 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.
Note: You must change a delivery address before placing your order, or your delivery will go to the old address.
Go to the homepage and click the 'log in' link at the top of the page. You'll be taken to a separate log in page where you need to select the 'Need help logging in?' link. You'll then be able to request a password reminder by email or to reset your password.
If your mobile device has been stolen, follow these three simple steps to remove it from your account:
- Sign in and click on the 'Account settings' tab.
- Select the box titled 'Mobile devices registered with Morrisons.com'.
- Find the device you wish to remove, then click on the 'Unregister this device' link.
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. There are two types of plans:
- Anytime - Up to one delivery a day, every day of the week
- Midweek - Up to one delivery a day, Tuesday, Wednesday and Thursday.
Besides saving a bundle on delivery charges, you'll also get first dibs on our Christmas delivery slots, where you'll be able to book your delivery before anyone else if you sign up before October 1st.
Yes - though you'll only be able to book 2 deliveries between 20th - 24th December, one of which on the 23rd or 24th. After all, there are a lot of turkeys that need delivering!
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 322 0000 or email firstname.lastname@example.org
Of course - give our customer service team a call on 0345 322 0000 or email email@example.com and they will be happy to help.
If you'd like to cancel your Delivery Pass, give our customer service team a call on 0345 322 0000 or email firstname.lastname@example.org
There are a few different ways you can search for products:
All the products we stock are grouped into categories. If you click on the 'Browse Shop' tab at the top of the page, several new tabs will appear below it, each one representing a different group of products. If you hover over each new tab, you'll be able to see products grouped under that category. After clicking the category you're looking for, you can then use the 'Browse' box on the right-hand side to view specific aisles in that category.
Note: The main categories are displayed in the tabs at the top, but you'll find more in the 'Browse' box on the right-hand side.
- Product search. You'll find a search box in the top left-hand corner 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 click on the 'Search' button. You can search for a list of products too; just click on the next tab and type in what you're looking for.
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.
Note: You can also search for groceries that are on offer using the 'Offers' tab at the top of the page.
We have lots of products on offer each week. You'll find these throughout our site, with red 'On Offer' and 'Top Offers' links in almost every aisle.
If you want to go straight to all the offers, simply click on the 'Offers' tab at the top of the page. This will take you through to our dedicated 'Offers' page, where you can browse through each of the categories to see all the products we have on promotion. You'll also find 'Bundle Offers' and 'Meal Deals' tabs at the top of the page.
Whenever you see a yellow '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.
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 they'll take it off your bill there and then.
If you want to return something after your driver has left, you can call our Customer Service team on 0345 322 0000. They'll be happy to help.
We've added some handy 'Dietary & Lifestyle' filters to our product aisles, making it even easier to shop for organic, vegetarian or 'free from' groceries.
To add a filter, just click on the 'Shop' tab at the top of the page and use the six drop-down 'category tabs' to click through to a specific aisle. Once in the aisle, you'll find a 'Dietary & Lifestyle' box on the left-hand side of the page. Just tick the filters you'd like to add. Selected filters will only be active for your visit, so if you leave, remember to tick them again when you come back.
The majority of our products also 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 in the aisle and go through to the product page.
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 instantly 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 e-mail. Therefore, the 'total price' of your order (as listed on your receipt) may differ slightly from the 'estimated total price' you were originally given.
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.
Your groceries are picked and packed by our team of Personal Shoppers, with the help of our very own super-intelligent software system. It tells them what products to pack and where to put them, minimising damage, product contamination and even the number of bags we use.
We also use a detailed product segregation guide (advice from food technology experts and customers), as we believe your groceries should be packed to the very highest standards.
If you have any questions or need more information, please call our Customer Service team on 0345 322 0000.
There may be a problem with your password. Please call our Customer Service team on 0345 322 0000 - they'll be happy to reset your password for you.
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.
There are two reasons this might happen:
- If you share an account, your partner may be trying to log in at the same time. As only one person can be logged in at any one time, you may have been automatically logged out.
- 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'.
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 322 0000 - they'll be happy to help.
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 older browsers too.
The Morrisons Apps
This can happen if the prices in your stored catalogue aren't in sync with our current product price. All prices in your basket are checked and updated when your mobile device syncs with our server. A final check is automatically carried out at checkout too, just to make sure the price displayed on the checkout page is completely accurate.
For security reasons, we ask you to complete certain operations using our website rather than through the app. This may change in future releases, but for now you can only register for a new account at groceries.morrisons.com
For security reasons, we ask you to complete certain operations using our website rather than through the app. This may change in future releases, but for now you can only register your credit cards on groceries.morrisons.com
One of the unique features of the Morrisons apps is that you can do a complete shop while you're offline, right through to the point of checkout. To do this, the app needs to download our complete catalogue of groceries, which is then updated as you shop.
Another benefit of downloading the catalogue is that, unlike conventional web applications, you won't struggle to shop when you're in an area with bad reception.
You can check out an order using your Morrisons Grocery App, but for security reasons your payment details must be registered on our website first.
If you've just registered with Morrisons and you're using your mobile device to do your very first shop, you'll need to go to the website to store your payment details and checkout. Once you've completed that first shop (or if you're an existing customer with stored payment details), you can check out using the app.
We decided to hide the tab bar after receiving some useful feedback from users. They felt it was too easy to unintentionally click on the buttons in the tab bar while scrolling.
You can do this using the Android menu button.
iPhone/iPod touch users:
Click on the 'Shop' button in the tab bar to go back to the main shopping menu.
Click on the 'Start shopping' button to reset the shopping menu. Press 'Shop' using the menu to keep it in its current position.
iPhone/iPod touch users:
While viewing a product list or basket, simply rotate your device to display a full-screen 'shelf view'.
Just enter 'landscape mode'.
You can change to 'shelf view' by putting the zoom level on its lowest setting.
Note: There are separate zoom levels for 'basket' and 'shop'.
While 'front of pack' information (like product names and prices) is downloaded as part of the catalogue when you install the app, the 'back of pack' information (like nutritional information and ingredients) is only downloaded as required when you're online. This reduces installation time and saves storage space on your mobile device.
If you'd like to change this setting, follow these three simple steps:
- Press the 'cog' icon on the homepage to go to the settings menu.
- Select the 'Catalogue type' menu.
- Finally, select 'Complete' to synchronise the entire database, including back of pack information.
If you'd like to revert back to the original setting, you just have to go to 'Catalogue type' and select 'Front of pack only'.
Note: Choosing to include all 'back of pack' information will double the amount of data being synchronised. For that reason, we only recommended it for faster handsets.
When you're looking at a list of products, clicking on a product image will take you through to the detailed product information.
iPhone/iPod touch users:
In basket view, you can also click on the '>' button in the callout.
You can press and hold the 'show details' link for a few seconds to view more information.
No, we wouldn't want you to rush. Your basket is actually saved when you exit the application, ready for when you return. If you're online, your basket will also be synchronised with our website, so you can choose to continue your shop from your app or computer.
Definitely not. We never store any secure information like your password or PIN in the mobile app. That's why we always ask you for this information when you're booking a delivery slot or checking out an order.
No, don't worry. By removing the need to log in or log out, we've made it easier for you to go in and out of the application. Because of this, we always ask you to enter your password or PIN before you perform any secure operation, such as booking a delivery slot or checking out.
To reduce installation time and save storage space on your mobile device, product images are not downloaded as part of the catalogue when you first install the app. Instead, they're only downloaded if and when they're required. So, when you view a list of products for the first time, the app will automatically download the images for those products. The images are then stored locally on your mobile device for future use.
Note: Your mobile device will need to be connected to the internet to download new images.
The application seems to sync the catalogue in the background quite a lot. Why does this happen, and can I turn it off?
When you initially install the app, the catalogue you download is stored offline. Because of that, when you're using the app the server will occasionally perform quick background checks to make sure product information and prices are kept up to date. You'll see the notification while the quick check is happening, but it won't necessarily be a large data transfer.
If you are on a limited data plan and are worried about data usage, consider changing your settings so the app only ever syncs using wifi. To do this, you must go to your settings (click the cog mark on the homepage), and select the 'Catalogue download preference' link. You'll then be able to set it to 'Wireless only'. Don't worry - this won't stop you from using the app on mobile networks for general shopping.
Alternatively if you are happy that the app syncs over mobile networks, but want to manage when it happens, you can do that too. Once you've finished shopping, go to 'Settings' and select 'Close application'. [HR13]This will shut down the application, including the catalogue sync service, so that nothing's running in the background when you don't want it to. Then, next time you start up the application it will start a catalogue sync again, getting you back up to date as quickly as possible.
You can call our Customer Service team on 0345 322 0000, we'll be happy to help.
Carrier Bag Charges
Carrier bag charges of 5p apply both in-store and online from 5th October 2015 to comply with new government legislation. Take a look at one of the links below to find out how it affects you:
Carrier bag charges in England
Carrier bag charges in Wales
Proceeds raised from the in-store charge will be donated to good causes, with Morrisons Foundation being the primary recipient. We?ll be treating proceeds from the charge for our online customers slightly differently, using them to support our recycling incentive for online customers. We won?t be making a penny of profit and the breakdown of their use is available at Morrisons.com.
We can collect Morrisons.com carrier bags at the time of delivery. We then recycle these back into carrier bags so they can be used again.
Yes - we offer a 5p incentive for the return of your Morrisons.com bags from the previous shop.
We don?t currently offer a bagless delivery option, however we?re planning to trial this service in the future.
Carrier bag charging is in place in both England and Wales. As our orders are picked and packed in England all orders will be impacted by the changes in legislation. See here to find out more about carrier bag charges in Wales.
Import your favourites
Just log in to your account at groceries.morrisons.com and head to your Favourites page in the grey tab at the top of our homepage.
Next, look for the blue 'Import your favourites' button - this will open a pop-up window. Select the supermarket you want to import favourites from and enter your login details for that supermarket.
Select the 'Import favourites' link and mySupermarket.co.uk will securely transfer data about your favourites. This will be used to add new items to your Morrisons Favourites.
Of course. When your first import has finished, you'll be able to bring favourites from other supermarkets using the same simple tool.
Yes - just head to your Account Settings in My Account. Select the 'Export your favourites' link to download a list of your favourites. You'll be able to look through the info in a spreadsheet application like Microsoft Excel and print it out if you want.
We don't store your account information for other supermarkets.
The favourites import is independently powered through mySupermarket.co.uk which securely transfers data about your favourites from other supermarkets. Your data is protected and is only visible to you; it cannot be accessed by anyone else.
Favourites are selected based on products of a similar value. The transfer is powered by mySupermarket.co.uk, which compares your favourites at other supermarkets with items at Morrisons and finds suitable matches. It can even find favourites for items you've bought in store using info from other supermarket's loyalty cards.
We always try to import as many favourites as possible, but we might not be able to match them exactly. We'll let you know how many new favourites have been added after each import, but we won't list any items that haven't been transferred.
Imported items will remain in your Favourites permanently, unless you choose to remove them.
There won't be any duplicates - if the item is already in your Favourites, it won't be imported.
You can import your favourites as many times as you like. We'll let you know how many new items are added every time you do the import.
Click here for FAQs related to Morrisons More changes
Morrisons More - Online Collecting
Got a question or issue not answered here? Feel free to contact us, we'll be happy to help.