The driver will consider any potential safety issues such as width and condition of the stairs and any risk to their personal safety. Our drivers are equipped to make a reasonable adjustment to make a delivery where there are no lifts or those in place are not working, but will complete a dynamic risk assessment on each delivery to ensure it is safe and practical to make that delivery. The store will then contact you to discuss future deliveries. If the driver has safety concerns they will discuss alternative options with you for that delivery. Our Driver will deliver to any floor of your residential building providing it is safe to do so. The following information sets out our current delivery guidelines to ensure the health and safety of our customers and drivers are protected. Providing a safe delivery Expand or collapse answer.Please do not offer our drivers tips as they are not able to accept them. If you have not contacted our Customer Care Team on 08 within 24 hours to rearrange a failed delivery, the order will be cancelled and refunded and we may retain the delivery fee. Please let us know as soon as possible if you are not able to be in to receive your delivery. Our 'providing a safe delivery' section below sets out more information. If you are out for the time of your scheduled delivery, or are unable to meet our driver in your workplace within a reasonable time, we reserve the right to charge our standard delivery charge for re-delivery. However, if you have any queries, you are welcome to call our customer helpline on 08. The driver will hand you the delivery paperwork when your shopping is delivered. Our delivery service does not include a detailed check of your shopping. If you are shielding, we would ask that you leave bags outside your door so that the driver can transfer your shopping into your bags for you. Please have bags or a suitable container ready for when your shopping arrives or during your collection slot. Our drivers also have sanitiser which they will continue to use before and after each delivery. Safety is our highest priority and our colleagues will continue to follow social distancing guidelines and will not enter your home when they deliver your order but can assist you in transferring your order from the totes to your own bags or containers. From Sunday 30th August 2020, your delivery will not be bagged. ![]() We will always deliver to the front door of your house or flat. Your shopping is then delivered in special vans with temperature-controlled compartments. To take the best care of your shopping, we pack your frozen and chilled goods in separate bags and keep them at the right temperature. ![]() We will not be able to leave goods unattended under any circumstances. You or someone aged 18 or over on your behalf must be available to receive, inspect and sign for your grocery order.
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