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Getting back to our best: resuming normal service

We’re on a mission to make your shopping experience at Ocado as enjoyable as possible; from the friendliest drivers to the widest selection of food. However, due to unprecedented demand over the past six months, we’re aware we haven’t always been able to bring you the level of service you’re used to from us.

Here are just some of the steps we’re taking to get back to our absolute best.

More time to edit your order

We’re pleased to say that the amount of time you have to add or remove items from your order before delivery is returning to normal (this will apply to all orders placed on or after 21st August).

So, if you’ve got a morning delivery scheduled, you’ll have until roughly 5pm the day before to edit your order. For afternoon deliveries, you’ll have until around 10pm the night before to make any changes.

Bag Recycling scheme

A lot of you have been asking when our Bag Recycling scheme is coming back: the answer is, 22nd September – so, not long to wait.

In the meantime, we’d like to thank you for your support. We understand that having lots of bags under the sink (or wherever you keep them) isn’t ideal – you’re helping us keep them out of landfill while keeping our drivers safe, and that means the world to us.

Reducing the number of substitutions

Due to high demand in recent months, we haven’t always been able to deliver the exact items you ordered. However, we always tried to bring you a suitable match, to make sure you got groceries when you needed them most. We’re happy to say we’re on track to hit our pre-lockdown 99% order accuracy rate again in the near future – thank you for bearing with us. We’re also constantly running behind-the-scenes trials to make sure the substitutions you receive are still the best possible match.  

Your driver will check you are happy with any substitutons when they arrive; if you aren’t, they will take the substitutions back before you pick up the shopping. Unfortunately, for safety reasons, our drivers still can’t take back substitutions once you’ve picked up the shopping. You can request a refund online for these items up to seven days after delivery, via your Orders page. If you need a refund after this period, use our Contact Us Form to get in touch. Alternatively, you can speak to an advisor on Live Chat, send an email to ocado@ocado.com or call us on 0345 656 1234.

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