Tesco Partners frequently asked questions

Delivery information

What delivery options are available for items from Tesco Partners?

As orders are delivered directly to you from our Tesco Partners delivery options may vary. These will be clearly displayed on product pages and during checkout, but if you would like more information directly from the selected Tesco Partner, their contact details are clearly displayed in the Tesco Partners Directory. If you prefer you can also contact Tesco Customer Services who will also be able to help.

Can I get my items delivered to store?

Not all Tesco Partners offer the option of delivering your purchases to store. Please see the Tesco Partner’s delivery information to find out if they do. The delivery options available will also be shown on the individual product pages and in the checkout.

Paying for an item

What payment methods can I use for Tesco Partner products?

You can use credit or debit cards, or Tesco Giftcards. Unfortunately you cannot use eCoupons, Clubcard Vouchers, Clubcard Boost vouchers or Giftcards issued by Tesco Partners.

How does my order appear on my bank statement?

Although you only pay once, your statement will show your order broken down based on how many Tesco Partners you have purchased from. For example, if you buy from two Tesco Partners, you will see two entries on your bank statement, one for each Tesco Partner. The individual amounts on your bank statement will add up to the total amount you paid when you checked out.

Do you share my payment details with Tesco Partners?

No, all payments and refunds are handled by Tesco and we never share any payment information with Tesco Partners. So you can be assured that your payment information is secure when purchasing from Tesco Partners.

How to cancel or return an order

How do I cancel an order I have placed with a Tesco Partner?

Please call or email the Tesco Partner you have bought from with details of your request. You can find their contact details on your order confirmation email, or on their policy page in the Tesco Partners Directory. If you prefer, you can contact Tesco Customer Services. They will be able to help as long as your order has not already been dispatched.

How do I return an item from a Tesco Partner?

Your items must be returned to the Tesco Partner and not to a Tesco store. Please call or email the Tesco Partner you have bought from with details of your request. You can find their contact details on your order confirmation email, or on their policy page in the Tesco Partners Directory , along with their returns policy. The Tesco Partner will be able to advise you on how to return an item to them. If you prefer, you can contact Tesco Customer Services, who will also be able to help.

Do I have to pay to return an item to a Tesco Partner?

Each Tesco Partner sets their own policy for how they deal with returns and refunds. You can find the information for the Partners returns policy on their policy page within the Tesco Partners Directory . If you prefer, you can contact Tesco Customer Services, who will also be able to help.

How do I get a refund for an item I have returned?

The Tesco Partner will let us know if they have had a request to refund an order, and they will also confirm the amount to be refunded. Once we have this information, we will process the refund on behalf of the Tesco Partner. Once your refund has been processed, it will take 3-5 business days to appear in your account.

Can I return an item to a Tesco store?

Unfortunately, Tesco Partner items cannot be returned to a Tesco store. Please ask the selected Tesco Partner for information on their return options when you contact them about your return.

Escalate an issue

Who do I contact if I have an issue or a question about my Tesco Partner order?

We’ll always support you when shopping with one of our Tesco Partners, so if you have an issue or question you can either call us or get in touch with the Tesco Partner directly. Their details are listed in our Tesco Partners Directory. If you’re not sure who you’re buying from, it will say on the product page, at checkout and in your confirmation email.

What if I contact the Tesco Partner and they don’t help me?

All of our Tesco Partners exist as businesses in their own right and they have their own customer service operations so we find the majority of issues are resolved quickly. However, in cases where the Tesco Partner has failed to resolve your issue, you can escalate the issue and ask us for help in resolving your problem. Please see the Tesco Partners Guarantee for more details on the process.

What is the Tesco Partner Guarantee?

We know that you may not have heard of all of our Tesco Partners and understand you may be reluctant to buy items from third parties. The Tesco Partner Guarantee is available to reassure you in that should anything go wrong between you and the Tesco Partner we will liaise between you both to resolve your issue and secure your refund of the original amount paid, should this be due. Please see the Tesco Partners Guarantee for more details.

Interested in becoming a Tesco Partner?

We are an invite only marketplace, delivering a carefully chosen range for our customers. If you're interested in becoming a Tesco Partner, please send us an email to prospectivepartners@uk.tesco.com and we'll be in touch with you as soon as possible.

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