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  • Deliveries

    • My Delivery

      Does Tesco deliver in my area?
      We deliver to most UK residential addresses. To check whether we deliver to yours, first register with us, then visit the grocery homepage and book a delivery. If we're unable to deliver to your address,we'll explain why
      What are your delivery hours?
      You can usually have your shopping delivered between 8am and 11pm Monday to Friday, 9am and 11pm on Saturday and between 9am and 10pm on Sunday. You can pick a 2 hourtime frame when you book a delivery slot. You can book an available delivery slot before you place your order. This slot will be held for you for two hours, whilst you shop. You'll also have the option to extend this.
      What do you charge for the service?
      That depends on which slot you choose.
      • Our personal shoppers hand-pick every item, according to your instructions
      • Everything is packed by our trained packers
      • Our drivers deliver the groceries to your door (or your fridge door if you like)
      To get your groceries to you Once you've placed your grocery order online, lots of work goes on behind the scenes to get your shopping to you:
      • in the best condition, we use temperature-controlled storage, in the store and in the vans.
      If you'd like to ask any further questions, please call customer services on 0800 323 4040* or 0330 123 4040*. They will be able to help you.
      What is the minimum basket charge?

      The minimum basket charge is a £4 charge that's added to all online orders where the basket value* is under £25. It only applies if your basket total is under £25 when you complete your online checkout. If you come back to amend your order, the minimum basket charge will only remain / be added if your basket is still under, or has fallen under £25 when you re-submit your order.

      If your basket is under £25 when you checkout, the minimum basket charge applies whether you're shopping on desktop, mobile, or tablets and whether your shopping is being delivered to your home (whichever delivery slot you've selected), a store or another location.

      Don't worry though, if Tesco make substitutions, or you refund a product(s) and your order total then drops under £25, you won't be charged. Equally, if your whole order is refunded for any reason, the minimum basket charge will be refunded at the same time.

      To avoid the minimum basket charge, just make sure your basket total is £25 or more when you complete your checkout.

      You will earn Clubcard points on the minimum basket charge. When you checkout, if you've incurred the charge, your additional points will be added there and then

      * consisting of the items in the basket, including promotions, but excluding coupons, vouchers, discounts and service charges

      How do I check my delivery time?
      • Click on 'My Account' at the top of the page.
      • Then, click 'Orders due for delivery'.
      • This will display the order history for your grocery account.
      • This page will show the orders you're currently shopping, any orders you've checked out (and are awaiting delivery of) plus the time frame they're due to be delivered.
      • If you're using the mobile app then your delivery time will be displayed on the homepage and within the left hand menu under 'My orders.'
      Can I change my delivery time?
      Yes you can, before 11:45pm on the night before your delivery date.
      There are lots of ways to change your delivery slot:
      1. Whilst you're shopping:
      You can change the slot you've booked using the website, during your shop, by clicking on 'change your delivery slot' in the shopping basket on the right of the page. If you're using the app, just click on 'Make changes' on the homescreen or select 'My orders' from the left hand menu
      2. After you've checked out:
      If you're using the website, click on 'My Account' at the top of the page, then click 'Orders due for delivery' to see a list of all your orders that are in progress. If you're using the mobile app, you can do this from the homepage by selecting 'Make changes' or from the left menu, under 'My orders'
      Click on 'Make a change to this order', then 'Change delivery slot'.
      Then, select a new delivery slot.
      Lastly, click 'Update order and checkout' to confirm your new delivery time.
      Who can sign for a delivery?
      Anyone in the household over the age of 18 may sign for deliveries from Tesco.com
      What if my delivery is late?
      Delays sometimes happen thanks to circumstances beyond our control, so we'll call and inform you of any delay as soon as we can.
      What if I have missing items?
      If you find have an item missing from your delivery, please call our Customer Helpline on 0800 323 4040* or 0330 123 4040*.
      I have unwanted or damaged items
      Your driver will tell you what's been substituted.
      If you don't want to keep any (or all) of the substitutions, you can return them to the driver and your payment card will be refunded.
      If an item is damaged, please use the notes section of our queries form and tell us as much as possible about the products you've received.
      I haven't received my discounts
      First of all, please accept our apologies.
      If you fill in our Contact Us form and provide your order number (and information about the discounts you expected to receive) we'll investigate the problem and get back to you.
      What's your returns policy?
      Not happy with what's been delivered? Don't like any of the substitutions?
      Help for blocked addresses?
      We try our best to deliver to every address in the UK, but unfortunately there are some addresses, which we can't get to.
      In this case, please contact the Customer Service Centre on 0800 323 4040* or 0330 123 4040* to discuss if your postcode could be covered.
    • Further information about deliveries

      How do you deliver?
      Our experienced drivers use vans designed to keep your groceries at the correct temperature for their whole journey.
      The driver brings the shopping to your door, where you'll be given a delivery note to sign.
      If you ask, the driver will also take the shopping into your kitchen
    • Deliveries without bags

      How do I order a delivery without shopping bags?
      When you book your delivery slot you will be asked to select how you would like your shopping packed. Please select with or without carrier bags.
      You can change your preference each time you book your delivery slot.
      What happens when I choose to have a delivery without bags?
      Tesco.com currently delivers your groceries in plastic bags that are placed inside stackable green trays. We will place your shopping directly in to the tray and then unload it for you either at your door or on to your kitchen table / surfaces. As this will take us longer, we would really appreciate any help you can offer to our drivers.
      How can I be sure that the green trays you deliver in are hygienic?
      Our Personal Shoppers have been given strict guidelines about Health and Safety and not using green trays that are really dirty or stained. Furthermore, your products that do not have their own packaging such as loose fruit and vegetables will still be placed in one of the thin pinch and pull plastic bags.
      What are 'Green' Clubcard Points?
      Tesco.com are committed to reducing the number of plastic bags that we use to deliver our customers shopping. Therefore, we want to reward our customers for helping us do this by offering them 'green' Clubcard points when they opt to have their delivery without carrier bags.
      Are Green Clubcard Points different to normal Clubcard points?
      No. While they will be separated out on your Clubcard statement for you to see, they are worth exactly the same as normal Clubcard points and can be used in the same way.
      How many Green Clubcard Points do I get per order with delivery without bags?
      It depends on how many items are in your order. In store, you receive 1 Green Clubcard point for every bag that you avoid using. We have applied the same principle in Tesco.com. Therefore, you will receive 1 Green Clubcard Point for every 10 items in your order.
    • Northern Ireland Carrier Bag Charge

      Why am I being charged for bags?
      From Monday 8th April 2013, we will be required by law to charge for single use carrier bags issued to customers with a delivery or collection postcode within Northern Ireland. There will be a charge of 35p per order, which is worked out based on the number of bags needed to pack an order. You'll see the charge itemised on your delivery receipt as "Bag Charge". All proceeds must be paid to the Department of the Environment Northern Ireland (DOENI)
      How can I avoid being charged?
      You can avoid being charged by choosing the bagless option. To select a bagless delivery or collection please go to www.tesco.com/groceries/delivery and amend your packing instructions as you go through the checkout. Where necessary pre-packed raw meats will still be placed into a small bag before being placed in the green tray. You won't be charged for these bags.
      Will I still be charged for bags when I use the Click & Collect Groceries service?
      Click & Collect customers will be charged the levy unless the bagless collection is selected at checkout. You will no longer be able to pick up bags at the Click & Collect collection point.
      Will I still receive Green Clubcard Points if I select a bagless delivery?
      Due to the introduction of the Government levy, we have removed Green Clubcard points from all bagless delivery orders in Northern Ireland.
    • Wales Carrier Bag Charge

      Why am I being charged for bags?
      From 1st October 2013, we will be required by law to charge for single use carrier bags issued to customers with a delivery or collection postcode within Wales. There will be a charge of 35p per order, which is worked out based on the number of bags needed to pack an order. You'll see the charge itemised on your delivery receipt as "Bag Charge". All proceeds will be paid to Keep Wales Tidy.
      How can I avoid being charged?
      You can avoid being charged by choosing the bagless option. To select a bagless delivery or collection please go to www.tesco.com/groceries/delivery and amend your packing instructions as you go through the checkout. Where necessary pre-packed raw meats will still be placed into a small bag before being placed in the green tray. You won't be charged for these bags.
      Will I still be charged for bags when I use the Click & Collect Groceries service?
      Click & Collect customers will be charged the levy unless the bagless collection is selected at checkout. You will no longer be able to pick up bags at the Click & Collect collection point.
      Will I still receive Green Clubcard Points if I select a bagless delivery?
      Due to the introduction of the Government levy, we have removed Green Clubcard points from all bagless delivery orders in Wales.
    • Scotland Carrier Bag Charge

      Why am I being charged for bags?
      From Monday 20th October 2014, we will be required by law to charge for single use carrier bags issued to customers with a delivery or collection postcode within Scotland. There will be a charge of 35p per order, which is worked out based on the number of bags needed to pack an order. You'll see the charge itemised on your delivery receipt as "Bag Charge". All proceeds will be paid to Keep Scotland Beautiful.
      How can I avoid being charged?
      You can avoid being charged by choosing the bagless option. To select a bagless delivery or collection please go to www.tesco.com/groceries/delivery and amend your packing instructions as you go through the checkout. Where necessary pre-packed raw meats will still be placed into a small bag before being placed in the green tray. You won't be charged for these bags.
      Will I still be charged for bags when I use the Click & Collect Groceries service?
      Click & Collect customers will be charged the levy unless the bagless collection is selected at checkout. You will no longer be able to pick up bags at the Click & Collect collection point.
      Will I still receive Green Clubcard Points if I select a bagless delivery?
      Due to the introduction of the Government levy, we will remove Green Clubcard points from all bagless delivery orders in Scotland from 20th October 2014.
  • Payment & Checkout

    How do I check out?
    When you've finished your shop, select the 'Check out' button in the basket area.
    Make sure your delivery address details are correct, and select the delivery time you prefer.
    At checkout you can review all the products you've bought by clicking 'View full basket' button.
    At this point, you can amend any of the details in your basket, such as quantities.
    Using the website, rather than the mobile app?
    You can suggest suitable alternatives by clicking on 'substitutions' in the basket area.
    You can also write instructions to your picker and review your pricing details and savings.
    To return to your order summary, select 'Minimise basket' and then proceed with checkout.
    Then, check through the rest of your delivery details, and select 'Proceed to payment' button.
    Lastly, fill in your payment details, and select 'Confirm your order' button.
    Now it's time to put your feet up and relax.
    Remember, your first time will usually be the most complicated. Next time there will be fewer forms to fill in, and you'll be able to use 'Favourites' to create your shopping list more quickly.
    What credit card / debit cards do you accept for payment?
    We accept the following payment methods:
    • Visa, Mastercard, American Express, Maestro, Visa Debit, Clubcard Plus, Tesco Bank credit cards and Tesco Bank debit cards.
    • We're unable to accept Maestro cards for Delivery Saver payments.
    • We don't currently accept Visa Electron cards or Tesco Gift Cards.
    • If you do have an Electron card, please check with your issuing bank as they can upgrade your card to let you shop online with us.
    • You can also pay using Clubcard Vouchers. Go to http://www.tesco.com/clubcard/clubcard/spend/ to find out how.
    Online Mastercard and Visa Securecode
    What are they?
    Verified by Visa and MasterCard Securecode are online security services for Visa and MasterCard cardholders.
    What extra security do they provide?
    These schemes enable you to register an additional password to your credit card. By doing this you will help to prevent unauthorised purchases on your credit card, which means that you can shop online with added security and peace of mind.
    Do I have to use this password when shopping in store as well?
    No, the password is only used for online shopping transactions.
    How do I register?
    During checkout, if your bank is participating, you will be asked to register for either scheme. Simply follow the online instructions to set up your new password.
    Do I have to register each time I shop at Tesco.com?
    No, this is a one-off registration process and all future purchases at Tesco.com and other participating online stores will be completed with added security.
    What if I don't want to join?
    Some banks do offer an option to sign up later but others will insist that you sign up to the scheme immediately in order for you to complete your online transaction. Like chip and pin, Verified by Visa and MasterCard Securecode will soon become compulsory for all cardholders. If you have any questions about the schemes or the opt in process please contact your card issuer directly.
    Are the prices on the website and mobile app the same as in-store prices?
    The groceries you order from us will be picked, by hand, in the home delivery store closest to where they are to be delivered.
    The price you pay for groceries ordered online or via our mobile app is the one charged in that store, on the day your order is picked and delivered.
    Discounts from any special offers, such as 'Buy One Get One Free' will be deducted from your bill on the day of delivery.
    What is the guide price?
    The prices on the Grocery website and our mobile app are only guide prices. This is because:
    • When your order is put together for delivery in store, the actual price may have gone up or down
    • Prices of some products might change, between when you place your order and when it's delivered
    • If your Personal Shopper has to weigh items like fruit and vegetables, it's difficult to say what the exact price will be
    Pre-packed, weighed items like meat, poultry and cheese may also result in a slight variation in price. If the products you order aren't available, we'll always try to offer you a 'substitute' product.
    What if you haven't got what I want?
    We 'price match' our substitutions, so if we've substituted a more expensive product than the one you ordered, we'll only charge you the price of the item you ordered.
    Substituted products for link-save and multi-buy offers (such as Buy One Get One Free) and Meal Deal offers are not included.
    Any special offers, such as 'Buy One Get One Free' are highlighted in your website basket.
    If the offers still available, these savings will be deducted from your bill on the day of your delivery.
    All prices include VAT, unless otherwise stated.
    If you think the difference between the price charged on the delivery day and the guide price shown on our website is unacceptably large, you can return the item and receive a full refund.
    What is the minimum basket charge?

    The minimum basket charge is a £4 charge that's added to all online orders where the basket value* is under £25. It only applies if your basket total is under £25 when you complete your online checkout. If you come back to amend your order, the minimum basket charge will only remain / be added if your basket is still under, or has fallen under £25 when you re-submit your order.

    If your basket is under £25 when you checkout, the minimum basket charge applies whether you're shopping on desktop, mobile, or tablets and whether your shopping is being delivered to your home (whichever delivery slot you've selected), a store or another location.

    Don't worry though, if Tesco make substitutions, or you refund a product(s) and your order total then drops under £25, you won't be charged. Equally, if your whole order is refunded for any reason, the minimum basket charge will be refunded at the same time.

    To avoid the minimum basket charge, just make sure your basket total is £25 or more when you complete your checkout.

    You will earn Clubcard points on the minimum basket charge. When you checkout, if you've incurred the charge, your additional points will be added there and then

    * consisting of the items in the basket, including promotions, but excluding coupons, vouchers, discounts and service charges

    How is my order confirmed?
    Once you've checked out, you'll receive a confirmation e-mail, detailing all the products, quantities and guide prices in your order.
    The delivery driver will give you a full delivery note with details of all the products you've bought, including substitutions and unavailable products.
    If you have any queries about substitutions or out of stock items, you can ask your driver.
    Alternatively, please call our customer service centre on 0800 323 4040* or 0330 123 4040*.
    How do I get a receipt?
    When your shopping is delivered, you'll be given a detailed delivery note by the delivery driver.
    Our privacy and security policy
    You can be totally confident when you shop with Tesco.com, online or on your mobile.
    Our Secure Server Software encrypts your credit card information to ensure your transactions with us are private and protected as they travel over the Internet.
    We only accept orders from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example 5 versions or higher of Internet Explorer and versions 5 or higher of Netscape Navigator.
    This means you cannot accidentally place an order through an unsecured connection. A copy of our privacy policy can be found at http://www.tesco.com/privacy.htm
    Further questions about payment and checkout
    Click here to contact us for more information.
  • Returns and Refunds

    Returns and Refunds
    While we hope you'll be happy with the items you order from our Grocery website, we know you may sometimes need to return them. If you do, below is all the information you'll need to know.
    Changed your mind?
    That's no problem. We're happy to offer a full refund on most products, as long as it's within the relevant cancellation period. See below for more information:
    ProductCancellation period
    Perishable items (e.g. food, drink, fresh flowers, etc.)At delivery or collection only
    Everything else 28 days from delivery or collection
    All you need to do is hand over the item(s) you have changed your mind about to the delivery driver or a member of staff for Click & Collect. So long as the item you want to return is not perishable, you can also return it to any Tesco store within 28 days from delivery (you will need to bring proof of purchase with you).
    Is your item faulty or of poor quality?
    We do our best to make sure everything works perfectly, but if it doesn't, we're here to help.
    You can hand any faulty or poor quality goods back to the driver at the time of delivery or a member of staff (for Click & Collect). You can also return them to a Tesco store (with proof of purchase) at a later date. For perishable items we ask you do this no later than 7 days from delivery or collection.
    When you return goods to store
    When you return the goods to us, please also let us have all the original packaging, tags, labels and any accessories. You will need to take reasonable care of item(s) whilst they are in your possession (reasonable care includes inspecting an item, but would not extend to your opening and/or using it).
    If you damage items whilst they are in your possession, there may be a deduction from your refund.
    Receiving your refund
    If you've handed the item(s) back to the delivery driver or a member of staff (for Click & Collect), we'll arrange for a refund. If you return it to a store, you can choose either a refund or an exchange.
    We'll refund your money in the same way you paid for your product.
    • By credit or debit card - Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
    • By gift card or money card - Your money will go back onto your card or we'll send you a cheque.
    • By card and Clubcard vouchers - We'll either put your money back on the card, send you a cheque, or give you the equivalent value in Clubcard points.
    If your item was purchased at an offer price, your refund will be based on that promotional price. Any Clubcard points earned on a returned item will be deducted from your account.
    Your statutory rights
    Don't worry, nothing in this policy affects your statutory rights. The simplest way to return your items is as mentioned above, but you can also tell us you've changed your mind by completing and returning this cancellation form.
    Cancellation
    You can cancel or change any of your current orders up until the amendment cut off point specified in your order confirmation. You can make changes to your order by going to 'My Account' and clicking on 'My grocery' orders, cancel this order. Or click on the link 'My Orders' in the top right corner of the grocery site and click on 'Cancel this order'. Alternatively you can call our Customer Services department on 0800 323 4040 or 0330 123 4040 (local rate from mobiles). Please note that orders cannot be cancelled by email.
  • Clubcard, vouchers & eCoupons

    I forgot to use my Clubcard voucher
    Don't worry. If you're shopping via our tesco.com website you can add your Clubcard vouchers and eCoupons after you've placed your order. For details on how to do this, go to 'How do I add / amend my order?'
    How do I use my Clubcard vouchers on the website or mobile app?
    Clubcard vouchers have a 12 digit online code, so you can use them on your shopping at Tesco.com at the following stores:
    • Groceries
    • Books
    • DVDs
    • CDs
    • Games
    • Wine
    Complete your shopping as normal, then enter your 12-digit code at the checkout, when we ask you to enter your eCoupon code.
    My eCoupon/Clubcard voucher does not work
    If you enter an eCoupon or Clubcard voucher and it isn't accepted, you will receive an error message.
    Try the following options to resolve your issue:
    • Re-enter your Clubcard voucher / eCoupon code, making sure you've not made a typing error.
    • Check that the dates of the Clubcard voucher / eCoupon are still valid.
    • Check whether your eCoupon depends on you buying a certain product or spending a minimum amount of money - have you met these criteria?
    • Have you used the eCoupon the maximum number of times?
    • Check whether the eCoupon was sent directly to you as eCoupons that are not advertised on the website are sometimes restricted and can only be used by the person they are sent to.
    • Have you entered more than one eCoupon? Some eCoupons cannot be used in the same online order as certain other eCoupons; this will be clearly indicated.
    • Is the eCoupon you've entered for a different warehouse? eCoupons are always specific to and may only be used in a particular warehouse.
    How do I update my Clubcard details?
    To update your Clubcard details:
    • Go to the Clubcard page at http://www.tesco.com/clubcard.
    • Click on the 'My Clubcard Account' link, then follow the instructions to update your details.
    • If you're using our mobile app, then just select your Clubcard from the left hand menu and follow the instructions
    How do I use my Clubcard?
    Please click on the following link to learn all about the Clubcard loyalty scheme http://www.tesco.com/clubcard/
    Do I need a Clubcard to collect points?
    You'll need a Tesco Clubcard to shop at Tesco.com online or via our mobile app, but don't worry if you don't have one.
    When you register, you'll automatically be given a Clubcard number. This lets you earn Clubcard points on all your purchases when you shop online.
    For every £1 you spend online, you'll earn one Clubcard point.
    You can pick up a card in your local store, and then register it online at https://secure.tesco.com/clubcard/myaccount/join/home.aspx
    How do I earn Clubcard Points?
    When you shop with us on-line you will earn points on all your purchases*, just like you do in-store! For every £1 you spend you will earn 1 point, and there are always lots of promotions to help you top up your total!
    You can use Clubcard Vouchers to get money off grocery shopping, at petrol filling stations, online with Tesco.com, to make great savings on services offered by Tesco Bank and to get up to 4 x the value with Clubcard Rewards.
    * Clubcard terms and conditions apply. Some products may be excluded from the scheme including baby milk, pharmacy products, lottery tickets, stamps, tobacco, phonecards and gift vouchers.
    How do I use my Clubcard points
    Clubcard vouchers now have a 12 digit online code, so you can use them on your shopping at Tesco.com at the following stores:
    • Groceries
    • Books
    • DVDs
    • CDs
    • Games
    • Wine
    Just complete your shopping as normal and enter your 12-digit code at the checkout when asked to enter your eCoupon code.
    How do I check my Clubcard points?
    You can check the balance of your points by visiting http://www.tesco.com/clubcard/ and clicking on 'My Clubcard Account' or by downloading our mobile app onto your Android or iPhone device
    You'll see a page outlining your Clubcard points total.
    Where is my Clubcard statement?
    If you haven't yet received your quarterly Clubcard statement, please call our helpline number: 0800 591688.
    What are Green Clubcard Points?
    Tesco.com is committed to reducing the number of plastic bags that we use when delivering your shopping.
    To reward you for helping us with this, we're offering Green Clubcard points when you choose to have your delivery without carrier bags.
    Are Green Clubcard Points different to normal Clubcard points?
    No. They are shown separately on your Clubcard statement, but they're worth exactly the same as normal Clubcard points and can be used in the same way.
    How many Green Clubcard Points do I get per order with delivery without bags?
    That depends on how many items are in your order.
    In store, you receive one Green Clubcard point for every bag you avoid using. We've applied the same principle in Tesco.com. So, you'll receive one Green Clubcard point for every 10 items in your order. http://www.tesco.com/groceries/help/default.aspx?name=clubCards&rel=help - top
    How will I know how many Green Clubcard points I have qualified for?
    When you view your full basket, we'll tell you how many points you've qualified for.
    Further Clubcard questions
    If you have any other questions about your Clubcard or Clubcard points, please click on the link below, call our dedicated Clubcard number on 0800 591688* or use the Contact Us form.
    http://www.tesco.com/clubcard/
    *Free from BT landlines. Other providers vary. Calls may be recorded.
  • Technical Help

    I am having problems registering
    If you see an error stating 'the postcode is invalid' please make sure the postcode you've entered is a recognised UK postcode.
    A common mistake is using the letter 'o' instead of the number '0'. To check your postcode, please go to http://www.royalmail.com.
    If you see an error saying 'Your Clubcard has not been registered yet', click Register your Clubcard
    Please allow 24 hours for your card to be registered on the Clubcard system.
    Or, return to registration and we'll give you a virtual Clubcard.
    If you see the error 'Your Clubcard is already registered' or 'Your email address has already been registered', then you're already a Tesco.com customer.
    If you've forgotten your password, click "I've forgotten my password".
    I am having problems signing in to my account. I receive the error "Sorry, but we couldn't sign you in."
    First, check that you've entered the correct email address and password. If you've forgotten your password then please click on the 'Forgot your password' link
    If you've changed your email address recently, then you may need to update your account details.
    To do this, sign in on our website using your old email address and password, then click on the 'My Account' link at the top of the page.
    When I try to sign in to the website I get returned to the same page
    When this happens, you'll need to verify that your browser is accepting cookies.
    To check this in Internet Explorer (on Windows), select the tools option from your web browser.
    Then, select 'Internet options', go to the privacy button, and set it to 'medium'.
    If you have any queries on how to check this please contact us on 0800 323 4040* or 0330 123 4040* and select Option 3 to speak to our Technical Department.
    I am having problems connecting to the website
    Try connecting to another website.
    If you can connect to other websites but not Tesco.com, please check that you're typing in the correct address: http://www.tesco.com
    Please also make sure you aren't clicking on an out-of-date bookmark or favourite.
    If you still can't connect, then call your Internet Service Provider for assistance.
    I am having problems adding and removing items from my basket
    Delete your temporary internet files and your cache.
    For more information on how to do this, have a look in the help section of your web browser or in the settings on your mobile if you're using the app.
    Errors appear when I try to confirm my order at the checkout
    If you can't check out, you may see one of the following error messages.
    Sorry, the card number you have entered is invalid.
    If you see this message, make sure you're using a valid card type and entering the card number correctly, without spaces.
    Remember, Tesco doesn't accept Visa Electron or Solo cards.
    The security code on your card is invalid.
    We ask for the security number from your payment card to prevent your account being used fraudulently.
    On most cards, the security code is the last 3 digits printed on the signature strip.
    On American Express cards, the security code is 4 digits and is found on the front, in the bottom right.
    The expiry date on your card is invalid.
    If your card expires at the end of the current month it may not verify on the site. This is because it may expire before we take payment and we won't be able to verify your new card, as it won't be activated until your current card expires.
    The issue number you supplied is invalid.
    We only need issue numbers for Maestro cards.
    If your card is Visa, American Express or Mastercard please don't enter an issue number - just leave the box blank.
    There has been a problem confirming your order.
    Please try and process your order again. If this doesn't work, please refer to your browser (e.g. Google Chrome, Safari) support to delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.
    Your card has not been authorised.
    There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this.
    If your card issuer can't help, please refer to your browser (e.g. Google Chrome, Safari) support.
    Delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.
    From time to time we experience temporary problems with our systems.
    We're not perfect. But when there's an issue, we're working hard to fix it fast, so come back very soon.
    Accessibility
    http://www.Tesco.com/groceries/content/default.aspx?name=Accessibility
    Our privacy and security policy
    You can be totally confident when you are shopping with Tesco.com, online or on your mobile device.
    We only accept orders over secure connections.
    This means whenever personal or sensitive information (such as payment details) passes from your browser over the internet to our servers, we use the latest encryption techniques, featuring Secure SSL (Extended Validation 128bit key certificates).
    A copy of our privacy policy can be found here: http://www.tesco.com/termsandconditions/privacy.htm
    Further information about Technical problems
    I am having problems with the speed of the website
    A number of factors can affect your browsing experience.
    If you're dissatisfied with the website speed, we recommend taking one or more of these steps:
    • Update to the latest version of your web browser.
    • If you're still not happy with the speed, try a newer browser such as Mozilla Firefox or Google Chrome.
    • Perform an online bandwidth test. This will check the speed of your broadband package and will find out if you're just having intermittent problems or if you're not getting maximum speed from your Internet Service Provider.
    • Visit our shopping faster page to get more information on doing a speedy shop.
    • Alternatively, speak to our Customer Support Team for further assistance.
    Technical requirements
    To get the best shopping experience on Tesco.com, we strongly recommend using the latest editions of any of the following major browsers:
    Microsoft Internet Explorer, Google Chrome, Mozilla Firefox and Apple Safari.
    You will also need your browser to be enabled to use both JavaScript and cookies. All our web pages are designed with a 1024x768 screen resolution in mind.
    Alternatively, if you have a mobile device you can shop with our Grocery app. Visit http://www.tesco.com/apps to find out more.
    Contact us
    Click here to contact us for more information
  • My Order

    How do I add to, or amend my order?
    You can amend your order up to 11:45pm the day before your delivery date - please check your order confirmation email.
    Using the website?
    Click on 'My Orders' at the top of the page and select 'View all orders due for delivery'. You'll see a list of all your orders in progress.
    Find your order from the 'Orders due for delivery' section then click 'Make a change to this order' for the relevant order.
    Click 'Continue to shop for the order'. You won't be charged for changing your order.
    Remember you must check out your changed order, or you'll receive your original order.
    To add Clubcard vouchers and eCoupons after you've checked out your order, follow these steps:
    Find your order from the 'Orders due for delivery' section, then click on 'Make a change to this order'.
    Then, click 'Add eCoupon or voucher' to your order and type the code in.
    Using the app?
    You'll be able to access your order and make changes to it from the home screen, or from the left hand navigation.
    Just select your order and click 'make changes.'
    Please note that once you've checked out your order, you will be unable to add Clubcard vouchers or eCoupons unless you go to the website
    Can I order to a different address?
    Yes you can.
    First, tell us the new delivery address before you book a delivery slot.
    To add a delivery address click on 'Change delivery address', in the 'Delivery details' section on the right hand side of the home page. If you're using our mobile app, then just select 'Add new address' within the 'Book a slot' section.
    Enter the details required, then click 'Use this address'.
    Select a convenient delivery slot and then click 'Begin shopping'.
    If you don't book your delivery slot before (or during) your shop, you'll be prompted to at the checkout stage.
    However, it's best to do it before placing your order, to give yourself the best chance of securing a slot that suits you best.
    How do I change my delivery address?
    Please make sure you select the correct address from your address book menu before you place your order.
    Different products are available in different parts of the country, so we need the right address to make sure the right products is available for your order.
    You can change a delivery address during an order by clicking 'Change delivery address' in the 'Delivery details' section on the right hand side of the home page. If you're using our mobile app, then just select 'Change' next to the current address shown within the 'Book a slot' section
    Select the address you'd like the order delivered to from the drop down menu, or click 'Add a new address'.
    Remember, changing your delivery address may mean that:
    • Your chosen delivery slot is no longer available
    • Products in your shopping basket are no longer available
    • Different promotions are available to you
    • You may lose your current delivery slot reservation on your current basket.
    To continue with changing the delivery address, click 'Yes'.
    Choosing substitutions
    Please note that picker notes and substitution preferences are currently only available on the website, not via the mobile app. Your Personal Shopper picks your order, by hand, on the day of your delivery, so not all the products you've ordered will be available when your order is picked.
    That's why we ask you to tell us what to do if your first choice isn't available - these instructions are your 'substitutions'.
    When you checkout, you can choose a substitution policy for a particular item, or for the whole order.
    To tell us your substitutions, click 'View full basket' on the right of the screen (at the bottom of your basket).
    You'll see your basket displayed with a column for substitution notes.
    Click on the row of the product in the substitution note column, then tell us what to do if that product isn't available.
    Picker notes
    You can leave instructions for your Personal Shopper to read as they pick the products for your order
    For example, you could add the note 'Green bananas please', which the Personal Shopper would read as they picked your bananas.
    Click the 'View full basket' button on the right of the screen at the bottom of your basket.
    You'll see your basket displayed with a column for picker notes.
    Click on the row of the product in the 'Picker note' column, then write your note.
    How is my order confirmed?
    Once you've checked out, you'll receive a confirmation e-mail detailing all the products, quantities and guide prices relating to your order.
    Please make a note of the order number in case you need to contact us.
    How do I see my order history?
    Using the website?
    Click on 'My Account' at the top of the page.
    Click 'Previous orders'. This will display the order history for your grocery account.
    You can now view orders you're currently shopping, orders you've checked out, ones that are awaiting delivery and cancelled orders.
    Using the app?
    You can view your last order from the homescreen and previous orders from the left hand navigation - just select 'My orders.'
    How do I check my delivery time?
    Using the website?
    Click on 'My Account' at the top of the page.
    Click on 'Previous orders'. This will display the order history for your grocery account.
    Here you can view orders you're currently shopping, orders you've checked out, as well as cancelled orders and ones that are awaiting delivery.
    Using the app?
    Your delivery time will be displayed on the home screen. You'll also be able to access this via the left hand navigation under 'My Orders.'
    How do I cancel my order?
    You can cancel orders until midnight on the day before your delivery is due.
    Using the website?
    Click on 'My Orders' at the top of the page, and select 'Orders due for delivery'.
    You'll see a list of all your orders in progress.
    Find your order in 'Orders due for delivery', then click 'Cancel this order'.
    Click 'yes' to confirm.
    Using the app?
    Select 'My Orders' from the left hand navigation and you'll be able to cancel your order from there.
    How do I return products?
    If you're dissatisfied with any of the goods that have been delivered, including unwanted substitutions, the driver will return those goods to the store and arrange for a refund to your payment card.
    If you discover a problem after the driver has left, you can contact Customer Services on 0800 323 4040* or 0330 123 4040* between 7am and 11pm Monday to Saturday, and 9am and 10pm on Sunday.
    Alternatively, complete our product query form where you can detail any issues with products you've received
    Further information about My order
    Click here to contact us for more information
  • My Account

    I've forgotten my password
    To retrieve your password, click on 'Forgotten password'. Follow the on-screen instructions. We'll email instructions on resetting your password to the address you registered with on Tesco.com
    How do I change my password?
    To change your password, you'll need to login to your account on the website
    Select 'My Account'.
    Select 'Your password'.
    Type in your current password, your new password then click 'Confirm'.
    How do I update my personal details?
    To update your personal details you'll need to log in to your account on the website
    Select 'My Account'.
    Select 'Your contact details'.
    We'll display all your personal details.
    To make changes, type your new details into the boxes and click 'Confirm'.
    How do I change my address?
    On the website Select 'My Account'.
    Select 'Your contact details'.
    Your home address details will be displayed.
    To change your home address, enter your postcode in the box and click 'Continue'.
    Then, choose the correct address and select 'Confirm new address'.
    Your new address details will be saved as your 'home address' in your address book.
    Please make sure you select the correct address from your address book menu when you check out.
    You can't change an address when a delivery is already due. You'll need to wait until the order has been delivered before changing these details.
    If you really need to change the delivery address, please cancel the order and create a new one.
    This isn't as complicated as it sounds. We'll save the cancelled order in 'Previous orders' in your favourites section. Find your cancelled order there, then add all the products to your new basket.
    Your Clubcard details won't automatically be updated with the changes you make here. To update your details on Clubcard (and make sure you receive your Clubcard mailing) click here.
    I'd like to add another delivery address
    You can add another delivery address via My Account, when you go through to 'Book a slot', or when checking out, on the payment screen
    My Account
    On the website select 'My Account'.
    Select 'My contact details'.
    You'll see all your address details displayed.
    Click on 'Add new address'.
    Add your address details and select 'Save address'.
    Your new address details will be saved in your address book.
    Please make sure you select the correct address from your address book menu when you check out.
    Via Book a Slot or Checkout
    Select 'Add new address' on the checkout payment screen or on the delivery slot screen, then follow the same steps.
    How do I delete or amend my favourites?
    To amend your favourites:
    Make sure you're in logged in to our grocery site online or via our app. Click on 'My favourites'.
    Within this section, you'll see 'All my favourites'.
    If you've just registered your Clubcard, it will take 30 to 60 minutes for us to display your favourites.
    To delete your favourites:
    Click on the box to the left of the product picture, then click the cross underneath the product description.
    Finally, click 'yes' to confirm you'd like to delete it from favourites.
    I want to remove myself from mailing lists
    To unsubscribe from Tesco e-mails, you'll need to log in to your account on the website
    Select 'My account'.
    Select 'Your contact preferences'.
    Select the appropriate box and click 'Confirm'.
    Alternatively, if you haven't registered with Tesco.com but have signed up online to receive e-mails, please click the following link to unsubscribe: Remove me from the email mailing list or contact us on 0800 323 4040* or 0330 123 4040*.
    How do I unlock my account?
    We may have locked your account for security reasons. If this happens, please call our customer service centre on 0800 323 4040* or 0330 123 4040*.
    Accessibility
    http://www.Tesco.com/groceries/content/default.aspx?name=Accessibility
    Further information about My Account
    Call 0800 323 4040* or 0330 123 4040* for more information
  • How to Shop

    How do I book a delivery slot?
    View and book your delivery slot at any time, by clicking 'Book a delivery slot'.
    You can also book a slot after you've finished choosing your items, even after you've clicked on 'checkout'.
    You'll be shown the available delivery slots, with the relevant service charges.
    Select an available slot to book your delivery date and time.
    You can order your deliveries up to three weeks in advance.
    The delivery slot will be held for two hours, to give you time to complete your shop and confirm your order.
    If you don't complete in two hours, don't worry. When the two hours are nearly up, we'll let you know and you can extend the two hour period by a further two hours.
    How do I see special offers?
    You can click on our special offers tab to see all of our latest special offers by department. In your 'Favourites' section you can also see some special offers we think you may be interested in.
    How do I check out?
    When you've finished your shop, select the 'Check out' button in the basket area.
    Make sure your delivery address details are correct, and select the delivery time you prefer.
    At checkout you can review all the products you've bought by clicking 'View full basket' button.
    At this point, you can amend any of the details in your basket, such as quantities.
    Using the website, rather than the mobile app?
    You can suggest suitable alternatives by clicking on 'substitutions' in the basket area.
    You can also write instructions to your picker and review your pricing details and savings.
    To return to your order summary, select 'Minimise basket' and then proceed with checkout.
    Then, check through the rest of your delivery details, and select 'Proceed to payment' button.
    Lastly, fill in your payment details, and select 'Confirm your order' button.
    Now it's time to put your feet up and relax.
    Remember, your first time will usually be the most complicated. Next time there will be fewer forms to fill in, and you'll be able to use 'Favourites' to create your shopping list more quickly.
    How do I add or amend substitution notes?
    You can advise your Personal Shopper what to do if any of your products are unavailable and what to pick as a substitute.
    Click the 'view full basket' button on the right of the screen at the bottom of your basket.
    You'll see your basket displayed, with a column for substitution notes.
    Click on the row of the product in the 'substitution note' column, then write your note.
    Please note that these features are only available on the website
    How do I add or amend picker notes?
    You can leave short notes for your Personal Shopper to read as they pick the products for your order.
    For example, you could add the note: 'Green bananas please', which the Personal Shopper will read as they picked your bananas.
    Select the 'View full basket' button at the bottom of the basket area.
    Your basket will show a column for 'Picker notes'.
    Click on the row of the product in the 'Picker note' column, then write your note. Please note that this feature is only available on the website
    How is my shopping picked and packed?
    At Tesco.com we hope that our service helps to make your life a little easier.
    There are a number of people involved in your shopping trip, all of whom are dedicated to making sure you receive great service and great quality.
    Our expertly trained shoppers always pick the freshest produce and the longest sell by dates.
    They also carefully select fruit and vegetables as if they were shopping for themselves.
    They ask themselves the question 'would I buy it?', so they always send you shopping of the highest quality.
    You can also specify specific substitutions or write notes to your picker, for example 'Equal-sized portions please'.
    When packing your produce, our team is trained to separate food from non- food, chilled from frozen and put heavy items at the bottom, to avoid any squashing.
    If you prefer, you can choose to have your delivery without plastic bags. We offer extra Clubcard points if you choose this option.
    We also store all products in climate-controlled areas, even in our vans. This means your shopping is delivered in top condition and always arrives at the correct temperature.
    Our helpful drivers will deliver your shopping to wherever you choose, whether it's your front door or your fridge door.
    Please note that substitution preferences and picker notes are only available (at the moment) on the website.
    How do I amend the number of products in my basket?
    The easiest way to adjust the amount of items is by clicking the 'View full basket' button on the right of the screen (at the bottom of your basket).
    If you're using our mobile app then just tap the basket icon in the top right hand corner.
    This will display all the items you have in your basket and their quantities.
    Find the product you want to adjust and click the increase (+) or decrease (-) buttons to change the amounts in your basket.
    Remember, it may take a moment to update the basket price.
    How do I sort items in my basket?
    You can sort your basket view by your most recently added product or by product category. To do this simply click on the drop down menu next to 'View by' just above the products in your basket. You can't do this on the mobile app.
    Further information about how to shop
    Click here to contact us for more information
  • Tesco Information

    Your Tesco.com team
    At Tesco.com we hope that our service helps make your life a little easier.
    There are lots of people involved in your shopping trip, all dedicated to making sure you receive great service and great quality.
    They receive your order, pick your shopping from the store, pack the items, store the produce and then deliver to your home.
    From picking to packing, every staff member is given expert training, so you receive the service and shopping you expect from Tesco.
    Picking your fresh food
    Our shoppers always pick the freshest produce with the longest sell-by dates, carefully selecting fruit and vegetables, as if they were shopping for themselves. They ask themselves 'would I buy it?' so they always send you groceries of the very highest quality.
    You can also request specific substitutions, or write instructions to your picker for example 'Equal sized portions please'. Please note that this feature is not yet available on the mobile app
    Packing your shopping
    When packing your delivery, our team is trained to separate food from non-food and chilled from frozen, and to put heavy items at the bottom to avoid any squashing.
    Climate - controlled vans
    As well as packing your items separately, we also store everything in climate-controlled areas, even in our vans.
    This means your shopping is delivered in top condition and will arrive at the correct temperature.
    Drivers are here to help
    Our helpful drivers can deliver to your front door or your fridge door, wherever you choose. Just ask your driver next time you have a delivery.
    Recycling through Tesco.com
    Recycling is a big priority for Tesco and we're continually looking for ways to help our customers recycle more.
    Our delivery drivers now accept all carrier bags back for recycling, not just our own.
    You can also choose to have your shopping delivered without carrier bags, by selecting the relevant option during checkout or in 'My Account'.
    Energy saving
    http://www.tesco.com/climatechange/lightbulbs/
    Cheque acceptance
    We haven't accepted personal cheques since 2008. This has sped up service at the checkout and helped prevent cheque fraud.
    You can still pay by debit card or credit card.
    Cheques were widely seen as the most insecure form of payment. A card with a Chip and PIN (Personal Identification Number) is far more secure - if you don't have one of these cards or don't know your PIN, your bank should be able to help.
    Business cheques authorised by Transax will continue to be accepted, but at Customer Service Desks and Petrol Filling Stations only.
    If you have any further questions please contact Customer Services on 0800 50 55 55.
    Careers
    http://www.tesco-careers.com/
    Corporate information
    http://www.tescocorporate.com/
    Investor relations
    http://www.tescocorporate.com/
    Media information
    http://www.tescocorporate.com/page.aspx?pointerid=AFCCA33B48D44ABE9965BDCA3C5BD4D1
    Privacy policy
    http://www.tesco.com/privacy.htm
  • Terms and Conditions

    Prices
    Please note that the prices on our Grocery website are guide prices only based on the price charged today. The actual price you pay will be the price charged in store at the time your order is picked for delivery. All prices are expressed inclusive of any VAT payable unless otherwise stated. The price of the items does not include the service charge, which will be charged at the rate applicable for the date and time of your delivery. When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.
    Availability
    If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. We will attempt to deliver a substitute item if an item you have selected is unavailable, unless you request us not to. If the substitute item is more expensive than your selected item we only charge you the price of your selected item.
    Although we will always try to cater for your order, an order of a large quantity of an item will be fulfilled at the discretion of the store. For example, if you ordered10 bottles of wine which would use up all that store's stock, the store may only deliver 5 bottles.
    Acceptance
    There will be no contract of any kind between you and us unless and until we actually dispatch the goods to you. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between you and us, and you will be charged for the goods.
    The Tesco.com grocery home delivery service is available for non-commercial and domestic use only. Tesco.com reserves the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.
    Delivery
    Delivery will be made to the address specified by you at the time of placing your order. We will deliver your order to the main entrance of the delivery address, as long as it is safe to do so. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address or as close to it as we safely can.
    Please note that we deliver goods to most areas within the United Kingdom. If we are unable to delivery to your area, we will advise you at the time of entering your delivery address either in the registration or order process.
    Delivery times will be agreed with you at the time of placing your order
    All goods must be signed for on delivery by an adult aged 18 years or over. Tesco follows a "Think 21" policy, so if the person receiving the goods looks under 21, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods may be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).
    In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.
    Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
    General
    These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.
    If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms, which will continue to be valid and enforceable to the fullest extent permitted by law.
    Customer Services
    We hope that you'll find shopping online with us straightforward, but just in case you have any questions, our customer services team is on hand to help. Just call them on 0800 323 4040* or 0330 123 4040*. from 7am to 11pm Monday to Friday, 8am to 11pm on Saturdays or 9am to 10pm on Sundays.
    *Calls cost 6p, plus up to 2p per minute for BT calling plans. Mobile and other provider's charges may vary
    Mobile Phone Top-Up Vouchers
    Problems activating the PIN code
    If you have an issue activating your PIN code you should contact your mobile phone operator. If the issue relates to your email or order, please call our Customer Services department on 0800 323 4040* or 0330 123 4040*
    Orders containing only a Mobile Phone Top-Up Voucher
    For orders containing only mobile phone top-up vouchers, you will not receive a delivery from a Dotcom van Normal delivery charges will still apply
    Refunds
    If you purchase a mobile phone top-up voucher, you can change your mind and cancel the voucher within 14 days of dispatch and we will give you a refund. To cancel, please call 0800 323 4040* or 0330 123 4040*, 7am to 11pm Monday to Saturday and 9am - 11pm Sunday. However, your right to cancel the voucher ends as soon as it is activated
    Clubcard Points
    You can collect Clubcard points on all mobile phone top-up vouchers
    **Calls cost 6p, plus up to 2p per minute for BT calling plans. Mobile and other provider's charges may vary
    The Tesco.com Online Grocery Store is operated by Tesco.com Limited (Company Number 3942522). Registered in England. Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL. VAT Registration Number: GB 220 4302 31.

* 7am to 11pm Monday to Saturday and 9am to 10pm on Sunday. 0800 calls are free to BT landlines. 0330 calls from private telephones, including mobiles, will only be charged at local rate. They will also be included as part of any inclusive call minutes provided by your phone operator.

For full details click here.