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Welcome to Booker.co.uk Help. We have used valuable customer feedback to create a list of the most frequently asked questions to resolve any issues you may have and help you get the most from our site. If you cannot find what you are looking for click here for information on how to contact us.

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    What is your delivery policy?

    Most of our branches can deliver up to 7 days per week subject to available time slots, however delivery days and times vary dependent on which branch you are registered with, and your location in relation to the store. In some instances we may be unable to deliver to you as a result of distance from the branch or other operational reasons. Your local branch will be able to advise you on this.

    You will generally have to agree regular order and delivery times (where required) with your local branch once you have registered to become a customer.

    We do offer free delivery based on the following minimum spend amounts;

    If you're a caterer and spend £100 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    If you're a retailer and spend £1,000 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    Where your order does not meet these minimum spend amounts delivery charges will be applied. Service charges may also be applied if the delivery requires non-standard services, i.e. excessive time to unload, or double manning as a result of health and safety requirements.

    If you need to review an existing arrangement you should contact your local Branch Manager, whose details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    When do you deliver and what are your delivery times?

    Most of our branches can deliver up to 7 days per week, however delivery days and times vary dependent on which branch you are registered with, and your location in relation to the branch, but can be arranged at a time to suit you subject to available time slots. Delivery arrangements (where required) should be agreed with your local branch once you have registered to become a customer.

    If you need to review an existing arrangement you should contact your local Branch Manager, whose details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    If you are not currently a Booker customer you can use the Branch Locator to search for your local branch and contact them directly by e-mail, phone or in person.

    Still need help? Click here to contact us.

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    Do you deliver my shopping, or do I have to collect it from my local branch?

    Delivery arrangements (where required) are agreed with your local branch once you have registered to become a customer. Alternatively you can place your order online and collect it in person from your local branch.

    Most of our branches can deliver up to 7 days per week, however delivery days and times vary dependent on which branch you are registered with, and your location in relation to the branch, but can be arranged at a time to suit you.

    If you're a caterer and spend £100 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    If you're a retailer and spend £1,000 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    Where your order does not meet these minimum spend amounts delivery charges will be applied. Service charges may also be applied if the delivery requires non-standard services, i.e. excessive time to unload, or double manning as a result of health and safety requirements.

    If you need to review an existing arrangement you should contact your local Branch Manager, whose details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    Can I pick up my order in-store or do I have to have a delivery?

    If you place your order online you do not have to have it delivered if you would prefer to collect it yourself. Where possible, and with the agreement of your local branch, they will pick and process your order for you and have it ready for collection at an agreed time.

    We also offer a collection service in some branches where you are able to order ambient non-tobacco and Online Exclusive products on the website, and arrange to collect them at a time that's convenient for you. Chilled, frozen and tobacco lines are not available to order as part of this service, but you can still pick these up when you come in.

    If you need to review an existing arrangement you should contact your local Branch Manager, whose details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    Do you deliver in my area?

    Wherever possible, we will always try to deliver to you wherever you are. However there may be occasions when we will be unable to do so. Please contact your local Branch Manager who will be happy to discuss your requirements with you, and whose contact details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    If you are a new customer your local branch will discuss this with you during the registration process.

    Still need help? Click here to contact us.

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    How much does it cost for delivery?

    If you're a caterer and spend £100 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    If you're a retailer and spend £1,000 (non tobacco purchases) or more in our branches or on our web site delivery is free of charge.

    Where your order does not meet these minimum spend amounts delivery charges will be applied. Service charges may also be applied if the delivery requires non-standard services, i.e. excessive time to unload, or double manning as a result of health and safety requirements.

    Still need help? Click here to contact us.

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    If I order online, how long does it take to get my delivery?

    If you are a new customer requiring delivery, your requirements will be discussed with you as part of the registration process. Your Branch Manager will agree order and delivery times with you as part of setting up your online account.

    Existing customers who require a delivery should discuss their requirements with their local Branch Manager. Contact details will be shown on the left hand side of the Your Booker page when you are logged into your account

    Still need help? Click here to contact us.

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    How do I change the time of my next delivery?

    If you already have a delivery day and time agreed with your local branch, and need to change the time of your next delivery, please contact your local Branch Manager who will be happy to discuss your requirements with you, and endeavour to help wherever possible. Contact details for your local branch will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    How do I change my agreed regular delivery time?

    If you already have a delivery day and time agreed with your local branch and need to change the time of your regular delivery agreement, please contact your local Branch Manager who will be happy to discuss your requirements with you, and endeavour to help wherever possible. Contact details for your local branch will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    How do I change my delivery details?

    If you already have a regular agreed delivery day and time agreed with your local branch and need to change the delivery details agreed for your account, please contact your local Branch Manager who will be happy to discuss your requirements with you, and endeavour to help wherever possible. Contact details for your local branch will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    Can I have an order delivered to an alternative address?

    Your Booker account is linked to your customer number and the business address it is associated with. As a result, we can only deliver to the address registered to your account.

    Still need help? Click here to contact us.

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    I've received my delivery, but Online Exclusive products are not included. When will they arrive?

    Online Exclusive products are not available in-store at the time you place your order. They are ordered in for you and will either be added to your next delivery, or reserved until you come in if you have opted to collect them.

    Still need help? Click here to contact us.

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    I've had my order but some of the products are not the same as those I ordered?

    We will always aim to pick your order with 100% accuracy, However if you have received products that you have not ordered by mistake, please contact your local branch whose contact details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    I have had my order and there were items missing?

    If you have not received all of the products on your order you should check your delivery note, as this will show any items not delivered and the reason why they were not available. The missing products may currently be out of stock in your local branch, and as a result we have been unable to send them to you.

    Where the missing products do not appear, you should check that you have not been invoiced for them. If you have been invoiced for the missing products, but they are not included in your delivery, please contact your local branch whose contact details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    I received short dated products on my delivery?

    We always aim to fulfil your order with products that have the longest shelf life. In the event that you have received short dated products, please contact your local branch whose contact details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    I have had my order delivered but some of the products are damaged?

    If you have received products on your delivery that have been damaged, wherever possible please advise the driver at the time of delivery. You can refuse to accept items that have been damaged in transit and they will be taken back to the branch, and your account credited or a replacement arranged dependent on your requirements.

    Alternatively please contact your local branch as soon as possible after receipt of your delivery to advise them of any issues. Their contact details will be shown on the left hand side of the Your Booker page when you are logged into your account.

    Still need help? Click here to contact us.

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    My accounts are linked. Can I have all of my orders delivered to the same address?

    No. Even though your accounts are linked the order can only be delivered to the business address the order relates to. If you want to have everything delivered to the same address you will need to place the order through the relevant account.

    Still need help? Click here to contact us.

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