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?

Many of our Tesco Partners offer free Click+Collect that allows you to pick-up your purchases in a Tesco store. The delivery options available will be shown on the individual product pages and during 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?

If you need to cancel a Click+Collect order, you can do so right up until it’s due to be collected from your chosen store by following the steps below. If you need to cancel a Home Delivery order, you can do so online within 15 minutes of placing your order. After this time, please contact the Partner directly.

To cancel an order online follow these simple steps:

1.When logged into your Tesco account, click on ‘My Account’.

2. Click on ‘View Direct Orders’.

3. Choose the order you want to cancel by clicking on ‘View Order’.

4. On the order page, if your order can still be cancelled, you’ll see a button labelled ‘Cancel this Order’. (NB: If this button is not visible, it means the order cannot be cancelled)

5. This will take you to the Cancellation Confirmation page.

6. Here you’ll be asked to give a reason for cancellation, such as ‘Change of Mind’ or ‘Ordered in error’ etc.

7. Once the cancellation has been confirmed, your order will be cancelled and can’t be reinstated. If you need to cancel a Home Delivery order, and the ‘Cancel Order’ button is not visible within ‘My Account’, please contact the Customer Services Team using the details on the contact us page. They will then try and stop the delivery and return the parcel for you.

How do I return an item from a Tesco Partner?

Items can either be returned to the Tesco Partner, or to selected Tesco stores with a direct order point.

To return an item directly to the Tesco Partner, please call or email them with details of your request. You can find their contact details on your order confirmation email, or on their ‘About us’ 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 also return smaller items to a Tesco store with a direct order point - use our store locator to find your nearest store. Please bring your proof of purchase when returning an item to the store.

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. Smaller items can also be returned free of charge to selected Tesco stores with a direct order point - use our store locator to find your nearest store.

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

If you return your item directly to the Tesco Partner, they 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.

If you choose to return the item to a Tesco store, we will take care of everything for you. Please bring your proof of purchase when returning an item to the store. It usually takes 3-5 days for your refund to reach your account.

Can I return an item to a Tesco store?

You can return smaller items bought from a Tesco Partner to selected Tesco stores with a direct order point - use our store locator to find your nearest store. Please bring your proof of purchase when returning an item to the store.

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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