Britons who rely on supermarkets to deliver their entire Christmas lunch are being urged not to accept late or incorrect orders, as retailers brace for what is expected to be the busiest festive delivery season on record.
Consumer expert Jane Hawkes said shoppers are fully protected by consumer law and should not feel pressured into accepting food deliveries that arrive late or are missing key items, even if retailers insist refunds are not possible for perishable goods.
Ms Hawkes, founder of consumer advice website ladyjaney.co.uk, said supermarket Christmas food orders have surged this year, with Marks & Spencer reporting more orders placed in the first week of its festive delivery service than in any previous year.
“Ordering your Christmas lunch online is a brilliant way to reduce stress, as long as everything arrives as promised,” she said. “But if it doesn’t, shoppers need to remember they still have rights.
“If your order arrives late, is missing items or turns up after Christmas, you don’t have to keep it just because it eventually arrives. Assert your rights and don’t be fobbed off.”
Late deliveries can be rejected
Ms Hawkes said shoppers should keep all order confirmations, delivery pages and emails, as these form part of the contract with the retailer. If a supermarket guaranteed delivery by a specific date — such as Christmas Eve — and failed to meet it, consumers are entitled to cancel the order and receive a full refund, including delivery charges.
“If timing was essential and the delivery didn’t arrive when promised, you do not have to accept it,” she said. “A Christmas lunch delivered after Christmas defeats the entire purpose.”
Even where no exact delivery date was guaranteed, the Consumer Rights Act 2015 requires goods to be delivered within the agreed timeframe, or within 30 days if no date was specified.
“Retailers sometimes try to argue that perishable items can’t be refunded,” Ms Hawkes said. “That only applies to change-of-mind returns — not to late or failed deliveries. Whether it’s a turkey or a jar of cranberry sauce, your refund rights still apply if the contract is breached.”
How to claim a refund
Ms Hawkes advises shoppers to put cancellation requests in writing and clearly reference their legal rights. She suggests the following wording:
‘My order was promised for delivery by (date). As it has not arrived and delivery by this date was essential, I am cancelling the contract and requesting a full refund, including delivery charges, under the Consumer Rights Act 2015.’
If a retailer refuses to refund, consumers who paid by credit card and spent more than £100 may be able to make a Section 75 claim through their card provider. Debit card customers can request a chargeback from their bank, while PayPal users should open a dispute via the Resolution Centre.
“Don’t make it easy for retailers to tell you there’s nothing you can do,” Ms Hawkes said.
No need to panic
Ms Hawkes added that shoppers should not panic if their festive plans are disrupted at the last minute, pointing out that supermarkets typically have large amounts of surplus food available.
“Price reductions usually begin from around 4pm on Christmas Eve, and there are often fantastic bargains to be had,” she said. “If your carefully planned order goes wrong, don’t accept something you don’t want just because you’re worried about going hungry.”
