If you regularly order your food shopping online, you've likely experienced the frustration of a late delivery. The good news is that you have legal rights, and you could be entitled to a refund of your delivery fee if your groceries arrive outside the agreed slot.
Your Legal Rights Explained
Consumer group Which? confirms that if you paid extra for a specific delivery slot and your order arrives late, you are entitled to claim back that extra cost. The service you paid for was not delivered as promised.
Scott Dixon, from The Complaints Resolver, elaborates on the legal basis for this. He highlights Section 49 of the Consumer Rights Act 2015, which states that every service contract includes a term that the trader must perform the service with reasonable care and skill.
"Late delivery would be considered as a breach of contract under the Consumer Rights Act 2015," Scott says. "You could request a refund of the delivery charge as the time-specific part of the contract constitutes a breach and has not been fulfilled." His top tip? Contact customer services and be nice about it, as you are more likely to get a positive outcome.
Supermarket Policies on Late Deliveries
We asked the major UK supermarkets to outline their official stance on late deliveries. Here is what they told us.
Tesco: A recent real-world test saw a shopper receive a refund for their £7 delivery charge after their shopping arrived 45 minutes late. Tesco's media team confirmed they assess cases individually but encourage customers to contact their customer relations team if a delay occurs.
Asda: "Asda always aims to deliver goods within the delivery slot agreed with the customer. However, if an order is delivered outside of this slot, we will let the customer know and they are then able to request a refund for the delivery charge."
Ocado: "We offer customers a one-hour delivery slot of their choice. If we're running late, we'll always contact the customer directly to let them know. On the rare occasion that we're really late, our customer hub advisors can issue refunds - these are assessed on a case-by-case basis."
Morrisons: The supermarket stated that they "work with customers on a case-by-case basis to resolve any late delivery issues."
Waitrose: "In the event of a delay, the shop makes every effort to contact each customer directly in advance of their delivery to explain the situation and provide an updated ETA... While delays are often beyond our control, we assess each situation on a case-by-case basis, and Partners can offer a gesture of goodwill when customers are inconvenienced."
How to Secure Your Refund
Regardless of the individual supermarket's stated policy, the law is firmly on your side. The key is to be proactive and polite.
If your delivery is late, your first step should be to contact the supermarket's customer service team. Calmly explain the situation, reference the specific delivery slot you paid for, and request a refund of the delivery fee. Given the legal precedent, most supermarkets are prepared to issue a refund without significant fuss, especially if you approach the situation courteously.
Don't assume a small delay is insignificant. As the experience with Tesco shows, a 45-minute late arrival was enough to warrant a full £7 refund. It's always worth asking, as you are legally entitled to the service you paid for.
