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All the information you need to get around the site and shop online. Just click on a question to find out the answer.


What is Tesco.com?
How do I contact you?
Help! I'm lost!
How do I search for something?
How does my shopping basket work?
How do I register?
I don't have a Clubcard!
Can I use my Clubcard vouchers online?
What happens if my details change?
Can I place an order and arrange for it to be sent to another address?
How do I check/change my order?
Is it safe to give my bank account or card details online?
Can I return goods?
What payment/switch/credit cards do you accept?


What is Tesco.com?

Tesco.com is a Web version of your local Tesco supermarket. Because we are on the Web, we can offer you the same choice and same quality products you would find in store - and we will even deliver them to your door. You still enjoy all of the benefits of shopping in your local store with the highest quality products, the best service, and low prices - and yes, you still earn Clubcard points with every purchase.
Tesco.com is operated by Tesco.com limited, (registered company number 3942522) whose registered office is at Tesco House, Delamare Road, Cheshunt, Herts EN89SL
 
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How do I contact you?

If you can't find what you're looking for here or in any of the specific online Help files, then please feel free to contact Customer Services using the details listed below:

Grocery
Telephone 0845 7225533, 9am to 8pm Monday to Saturday, and 10am to 6pm Sunday, or email us at online@tesco.co.uk

Clubcard
Telephone 0800 591688, 9am-8pm Monday to Saturday, and 9am to 5pm on Sunday.
 
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Help! I'm lost!

Don't worry, it's quite easy to find your way around once you know how!

To find products in the site you need to search: on each page there is a link to "search for products". Once you have selected products and added them to your basket, there is a link to checkout, where you can specify a delivery date and time and enter you credit card details.

If you ever get lost, just head for the main links at the foot of each page. From here you can access all the areas of the store.

 
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How do I search for something?

There is a search facility box either at the top or towards the bottom of almost every page. Enter a couple of words relating to the thing you're looking for, and click the 'search' button to see a list of matching results.

The search engine will then look through the contents of the store for you, so for instance if you searched for the word 'lemon', you would find fresh lemons and lemon bleach.

Once you have done the search you can browse the products as usual without having to put them in your shopping basket.

Tip - try to avoid using lots of words and/or very common words like 'the', because these will slow the search.

 

Alternatively, you can link through the departments, aisles and shelves to find the items you want. These links are available on the main search page.

Additionally, there are the 'quick start lists' and 'shopping ideas' which provide ready made shopping lists for your added convenience.

 

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How does my shopping basket work?

Just like a shopping basket in a supermarket, you can put things in your basket (by clicking on the 'add' button) without having to buy them - it is just a way of holding onto things that you are interested in. You are not committing to a purchase until you take your selected item(s) through the checkout.

You can check what is in your basket at any time by clicking on the view your shopping basket links at the bottom of each page. If you want to remove something, simply change the quantity to zero (0) and click on Update basket.

When you have finished your shopping in any of the stores, click on 'checkout'. Then enter your payment and delivery details.

Note - You will have to register for the grocery service before you can use the store. This is so we can check that you have a delivery address within an area that we cover for this service.
 
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How do I register?

To register, click on the registration link on the home page or click here to register.

When you register, we collect the information we need to fulfil your order, or to contact you if there's a problem. During registration, you can also view the full terms and conditions of our online shopping service. You'll need to provide your name, address, contact telephone number etc. 

Hint - keep your Clubcard handy so you can enter these details as you register to earn points on your online purchases. 
 
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I don't have a Clubcard!

Don't worry! When you register, we'll set up an online Clubcard for you, so that you can still earn a point for every pound you spend online with us.
 
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Can I use my Clubcard vouchers online?

At the moment, the vouchers you earn will be sent to you in the post, in the normal Clubcard mailing; this means that they can only be redeemed in a Tesco supermarket, and not at Tesco.com. However, we are working on a way to enable you to redeem your rewards online, so watch this space!
 
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What happens if my details change?

You can amend your details online by following the 'amend details' link. If you are already logged in click here to change them

To change your address you will need to contact our Customer Services Department.

Telephone 0845 7225533, 9am to 8pm (Monday to Saturday), or email us at online@tesco.co.uk

 
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Can I place an order and arrange for it to be sent to another address?

At the moment we can only deliver groceries to the address you have registered.
 
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How do I check/change my order?

Groceries:
You can cancel or change any of your current orders online up until 4pm on the day before delivery, Monday to Saturday. To do this simply:
  • Login as usual
  • Click on the 'view your order history' link to see current and previous orders.
  • You can cancel a pending order by clicking the cancel order check box and then clicking the update button.
  • To change the date or time of the order, click on the date that appears in the 'Change Delivery Slot' drop down list, then choose a new delivery slot from the selection that appears.
If you have any problems please feel free to contact Customer Services on 0845 7225533 between 9am and 8pm, (Monday to Saturday).
 
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Is it safe to give my bank account or card details online?

Yes. We encrypt your order and the transaction details to make sure that they are completely safe as they cross the Web.

Safe Shopping with Tesco You can be totally confident when you are shopping with Tesco.com - our Secure Server Software encrypts your credit card information to ensure your transactions with us are private and protected as they travel over the Web. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. The latest versions of Explorer (3.0 and up) and Netscape (3.02 and up) both support this secure connection.

Please note that our drivers do not accept cash payment.

 

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Can I return goods?

At Tesco.com we aim to provide a first class service for our customers. However, should you discover a problem upon delivery that our driver cannot help you with, we want to help put matters right. Simply contact the relevant customer service team using the details below, and they will do all they can to help you out.

Telephone 0845 7225533, 9am to 8pm Monday to Saturday, and 10am to 6pm Sunday, or email us at online@tesco.co.uk
 
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What payment/switch/credit cards do you accept?

Visa, Mastercard, American Express, Switch, Solo and Delta.
 
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