All deliveries are currently "contact-free" to protect your health and the health of store staff and end customers.


Summary

  1. 📦 At pick-up, staff should place the package in your bag. If this isn't possible, keep a safe 2m distance from staff while collecting the package.

  2. 🏡 At drop-off, leave the package at the customers' door, step back 2 metres and wait for them to collect it

  3. ✏️ Do not ask for a signature. If one is needed, sign it yourself with an X.

Note: There are specific processes in place for some clients (McDonald's, Waitrose and Krispy Kreme).

Always pay attention to the delivery notes - there may be important information on carrying out the delivery.


Contact-free pick-up

Face coverings will no longer be a legal requirement in England from 19 July 2021, but we recommend wearing one in crowded and indoor spaces such as pick-up locations.

Some pick-up locations may ask you to wear a face covering, so please follow any instructions given by staff.

  • Open your thermal bag and ask a staff member to place the package into it before sealing it carefully.

  • If this isn't possible, keep a safe 2-metre distance from staff while collecting the package.

  • Keep the thermal bag closed until you have reached the customer's location.


Contact-free drop-off

  • When you reach drop-off, open your thermal bag and put it in front of the customer's door (or wherever they've asked it to be put in the delivery notes). Make sure the package is easy to reach.

  • Knock on the door or ring the buzzer to let the customer know you're there. Step back at least 2 metres.

  • Wait for the customer to collect their package. Mark the delivery as complete only when you’ve seen them collect it.


Signatures

If a signature is required, sign it yourself with an “X” - do not ask the customer to sign.

If the customer does not answer the door, you should:

  • Try calling the customer 3 times

  • If they are not reachable, contact Support.

  • Support will contact the client - this will require you to wait a few minutes.

  • You may be instructed to return the order to the client.

Read the full process if you are unable to find the customer. Please do not return packages without confirmation from Support.

If you are asked to return the package, follow the returns process.


Client precautions

We have asked all clients to take the following precautions:

  • Train staff to take the necessary preventative measures to avoid the spread of COVID-19 as advised by Public Health England.

  • Place packages directly into your thermal bag.

  • Minimise the number of people who are exposed to packages by considering the area in which parcels are collected.

  • Keep the waiting area clean and separate from where any food is being prepared.

  • Ensure packaging and bags are properly sealed using tape or staples before it’s handed over.

  • If it is not possible to seal bags, consider double-bagging delivery orders so that food is kept safe inside before it is delivered.

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