Welcome to Tesco.com Books Help. Using valuable customer feedback we have created a list of most frequently asked questions regarding our Bookstore. If you cannot find what you are looking for please visit the Help Homepage for access to help for our other stores, or contact us.
Unfortunately we are having a problem currently with accepting gift cards on the Tesco Books site but are working to fix this as soon as possible. We regret the inconvenience caused
If you are a new customer, you will need to register before you can make any purchases by clicking on the 'Login/Register' link at the top of the home page and entering your details in 'New Customers Register Here'. Existing customers can simply login as normal.
As a new customer you will be asked to provide your Clubcard number. Don't worry if you don't have one, a Clubcard number will automatically be given to you when you register and this will enable you to shop online and immediately start collecting points.
Once you have added the products you wish to purchase to your basket, click on the 'Continue to checkout' button where you will have the option to 'Deliver to a different address'. Click on this button and fill in the new address then click on 'Continue' and go through to the Checkout.
Tesco.com will keep you informed on the progress of your order by email and on the website. To find out the latest information online, click on the 'My Account' link at the top of the home page, and then select the 'Your Extra orders' link.
When you have placed your order:
How to monitor your order:
When your order is dispatched:
This number can be used on the Hermes courier website to check the progress of your order. You can track your order at: www.hermes-europe.co.uk
If the estimated delivery date for your order of Books is delayed for any reason:
It may take longer than expected for your order to be delivered. If 10 days after the estimated delivery date for your order have passed and you still have not received your order, please contact us. Please note we will be unable to assist you before this time.
If after 10 days of the dispatch date you are still missing products from your order, please contact our customer service centre on 08457 22 5533.
To change your address, log into Tesco.com and then:
To add an address, log into Tesco.com and then:
To update your personal details either click on ‘Your account’ at the top of the homepage, or click one of the links below:
To retrieve your password:
Once this is entered, a reminder of your password will be sent to your email address
Alternatively, if you have not registered with Tesco.com but have signed up online to receive e-mails, please click on the following link to unsubscribe:
Remove me from the email mailing list
Your order is charged at £2.74 for delivery.
If your order totals £15 or more, enter the eCoupon code "FREEDELIVERY" on the checkout page; this will deduct the delivery charge from your order.
Once all your items are in stock at our warehouse, we will dispatch them to you.
To check the estimated delivery date for your items please visit, MY ACCOUNT, MY EXTRA ORDERS and click on the relevant order.
Deliveries are made through Royal Mail and Hermes couriers and typically take 48 hours from the point of dispatch. However they can take up to 10 days.
If your order has a parcel number, your order has been dispatched by Hermes courier. You can track your order at:
Parcels dispatched by Royal Mail do not require a signature. For those parcels dispatched by courier, these may be left in a safe place.
In some areas if you are not at home, the courier will leave a card stating the date and time they called. Please contact the number on the card to arrange a second delivery, or to collect the item/s yourself.
If for any reason you'd like to return an item, you'll need to follow this simple process.
Please note, that you can only return items within 14 working days of receiving the delivery. We will be unable to process return after this date.
To return an item:
The small print:
Once you have finished shopping and have added the items you would like to purchase to your basket, you will need to go through the checkout process. To do this:
We take the following methods of payment:
Your card will be charged when the product is dispatched. Since it can take a few days for your order to arrive it is possible that your card will be debited before you receive the product.
Although many of the products online can also be found in-store, prices may vary.
You will receive confirmation of your order via e-mail.
The status of your order can be checked on the 'Your Orders' page.
Our Secure Shopping Guarantee:
You will need a Tesco Clubcard to shop at Tesco.com. Don't worry if you don't have one, a Clubcard number will automatically be given to you when you register.
This virtual Clubcard number will enable you to shop online and earn you Clubcard points on all your purchases.
For every £1 you spend online, you will earn one Clubcard point.
Alternatively you can pick up a card in your local store, and then register online at www.tesco.com
When you shop with us at Tesco.com online 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 services, online with Tesco.com, to make great savings on services offered by Tesco Finance and to get 4 x the value with Clubcard Deals.
Clubcard Vouchers now have a 12 digit online code, so you can use them on your shopping at Tesco.com at the following stores:
Just complete your shopping as normal and enter your 12-digit code at the checkout when asked to enter your eCoupon code.
If you have Clubcard Vouchers without the online code, you can still use them in-store in the normal way however they cannot be used online. If you want to use them for Deals (or need to use a combination of Clubcard Vouchers without online codes and the new look Clubcard Vouchers) you will need to post them to us in the normal way. See the Clubcard section for more details.
We are sorry but we are unable to add eCoupons/Clubcard Vouchers to your order after it has been submitted.
However, you can still use the eCoupon/Clubcard voucher on another order provided the expiry date is still valid.
If you enter an eCoupon or New Clubcard voucher and it isn't accepted, you will receive an error message.
Try the following options to resolve your issue:
Try connecting to another website. If you can’t then call your Internet Service Provider for assistance.
If you are able to connect to other websites but not Tesco.com, please check that you are typing in the correct address: http://www.tesco.com
Please also ensure that you are not clicking on an out-of-date bookmark or favourite.
If you receive an error stating 'the postcode is invalid' please ensure the postcode you have entered is a recognised UK postcode. A common mistake is using the letter "o" instead of the number "0". To check your postcode contact Talking Postcodes on 08457 111 222.
If you receive an error stating "Your Clubcard has not been registered yet" click on the link below to register your Clubcard:
Register your Clubcard
Please allow 24 hours for your card to be registered on the Clubcard system. Or, return to registration and use a virtual Clubcard.
If your receive the error "Your Clubcard is already registered" or "Your email address has already been registered", you are already a Tesco.com customer. If you have forgotten your password please click ‘Forgotten your password?
If you're having problems adding or substrcting items from your basket we would advise you to delete your temporary internet files. To do this in Internet Explorer on Windows simply select the tools option from your web browser. Then select internet options, click the button 'Delete Files' and press 'OK'. Also click on 'Settings' button next to the 'Delete Files' button and make sure 'Every visit to the page' is selected.
If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the 'YOUR ACCOUNT' link at the top of the page.
When this happens you will need to verify that your browser is accepting cookies. To check this in Internet Explorer on Windows simply select the tools option from your web browser. Then select Internet options, go to the button called privacy, and ensure that your setting is set to 'Medium'.
When this happens you will need to check that you have the correct SSL settings. To do this in Internet Explorer on Windows click on the tools menu from your web browser, select Internet options, and then go to the button called advanced.
From the details you are shown please ensure that all the SSL options are ticked.
From time to time we experience temporary problems with our systems. If you can’t checkout, it may be as a result of one of these problems.
Errors at checkout:
To use Tesco.com, you will need one of the following browser versions or higher:
All our web pages are designed with an 800x600 screen resolution in mind.