Book Help

How to shop at Tesco.com

How do I register?

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.

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How do I order to a different address?

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.

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My Orders

How do I add to my basket?

1. Search for your product via the search bar or by using the menus on the page.
2. Once you have found the item you wish to purchase, click on "Buy from Extra" to add the item to your basket.
3. You can now continue to add items to your basket in the same manner or proceed to 'Checkout' to complete your order.

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How do I amend my basket?

1. Click the 'Basket' icon at the top of the page
2. You will see the description, price and quantity of each item currently in each of your baskets.
3. You can change the quantity by entering the amount you would like to purchase or by using the +/- buttons, or remove the item altogether by clicking 'Remove'.

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How do I cancel my order?

1. Log in
2. Click on my account, then click 'Your Extra orders'
3. View Order
4. Select the "MAKE A CANCELLATION" link to the right of your order
5. Click the 'Amend line' button next to the item you wish to cancel
6. You will receive an email confirmation within 48 Hours confirming the cancellation. You can also check the status of your order by clicking "Your extra order" and "View order". In some circumstances we are unable to cancel your order eg. if the item is already being picked or it has been dispatched.
7. If your order has already arrived then please click on the 'How do I return goods?' section.

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Where is my order?

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:

• We will email you with your order summary and expected delivery date.
• We will also update the 'Your Extra orders' page online with your order details.

How to monitor your order:

• You can continue to monitor the progress of your order by returning to the "Your Extra Orders" page.

When your order is dispatched:

• We will email you to confirm the items that have been dispatched and your order total.
• We will update your order 'Status' (within 'Your Extra orders') to 'dispatched' and debit your account for the order total.
• For those orders that are dispatched by courier, once your order has been dispatched, we will assign you a 'parcel number'.

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:

• We will email you with your new expected delivery date.
• We will update 'Your Extra orders' page online with your new 'Estimated delivery' dates.

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.

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My order has missing items

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.

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My Account

How do I change my address?

To change your address, log into Tesco.com and then:

1. Click on the 'My Account' link at the top of the page.
2. Click on the 'Your contact details' link.
3. Scroll down the 'Your contact details' page until you reach the section entitled 'Your home address'.
4. Enter your new postcode and click on continue.
5. Choose your new address from the list presented.
6. Enter at least one contact telephone number for your new address.
7. Click on 'confirm new address' at the bottom of the page.

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How do I add another delivery address?

To add an address, log into Tesco.com and then:

1. Click on the 'My Account' link at the top of the page.
2. Click on the 'Your Address Book' link.
3. Enter the alternative postcode in the 'Add a delivery address to your address book' section.
4. Choose the correct address from the list presented.
5. Click on 'confirm new address'

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Update your personal details

To update your personal details either click on ‘Your account’ at the top of the homepage, or click one of the links below:

• Your contact details
• Your Clubcard details
• Your address book
• Your password
• Your payment card details
• Your contact preferences

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Forgotten your password?

To retrieve your password:

1. Click on the 'login/register' link at the top of the home page.
2. Click on the 'Forgotten your password?' link in the 'Existing Customers Sign in here' box
3. You will then be asked to enter the email address that you used to register with Tesco.com.

Once this is entered, a reminder of your password will be sent to your email address

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Remove me from your mailing list

1. Login at http://www.tesco.com
2. Click on 'My account'
3. Select the bottom option 'Your contact preferences'
4. Select the appropriate box and click 'confirm'

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

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About Deliveries

What Are Your Delivery Charges?

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.

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What are the dispatch times?

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:
www.hermes-europe.co.uk

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Who Can Sign for my Delivery?

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.

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Returns

How do I return an item?

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:

1. Choose your returns reason on the dispatch note and tick the box to indicate the reason for return.
2. Use the peel off label from the dispatch note and attach it to the front of the original packaging.
3. Don't forget to include the dispatch note.
4. Please use Royal Mail when returning the package.
5. The Return address is:
   
   Tesco returns
   PO Box 106
   Eastbourne
   BN23 6WZ

The small print:

1. The product must be returned with the original packaging intact.
2. We regret that Tesco cannot be held responsible for non-delivery of returned goods so we recommend you obtain a certificate of posting from the Post Office.
3. If an item has been returned for any reason other than a product fault or a mistake we've made, you will be refunded the cost of the goods and the post and packaging charges but not the return postal charges.
4. Your statutory rights are not affected.
5. Items bought at the Tesco.com books warehouse cannot be returned to a Tesco store.
6. Clubcard points will be removed from your account at the rate of one point per pound refunded.

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Payment and Checkout

How do I checkout and pay?

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:

1. Click the 'checkout' tab at the top of the page.
2. Click on the 'checkout' button.
3. Check the address where you'd like your order to be delivered and your order details.
4. Add any coupons or vouchers.
5. Fill in your credit card details.
6. Click 'confirm your order'.

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Which Credit/Debit cards do you accept?

We take the following methods of payment:

• American Express
• MasterCard
• Visa
• Maestro
• Visa Delta debit card

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When is my credit/debit card charged?

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.

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Are the prices the same on the website as in the store?

Although many of the products online can also be found in-store, prices may vary.

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How is my order confirmed?

You will receive confirmation of your order via e-mail.

The status of your order can be checked on the 'Your Orders' page.

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Privacy and Security Settings

Our Secure Shopping Guarantee:

1. You can be totally confident when you are shopping with Tesco.com.
2. 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.
3. We accept orders only from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example 3.0 versions or higher of Internet Explorer and versions 3.02 or higher of Netscape Navigator.
   This means you cannot inadvertently place an order through an unsecured connection.
4. A copy of our privacy policy can be found at http://www.tesco.com/privacy.htm

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Clubcard

Do I need a Clubcard?

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

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Will I Earn Clubcard Points?

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.

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How do I use my Clubcard Vouchers online?

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.

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What if I have old Clubcard Vouchers or eCoupons?

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.

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I Forgot To Use My New Clubcard Voucher

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.

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My eCoupon/Clubcard voucher Does Not Work

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:

• 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.

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Technical Help

I am having problems connecting to the site.

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.

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I am having problems registering

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?

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I am having problems adding / subtracting items from my basket.

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.

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I am having problems signing in to my account. I receive the error "Sorry, but we couldn't sign you in".

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.

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When I try to sign in I get returned to the same 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'.

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I am having problems accessing the checkout.

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.

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Errors appear when I try to confirm my order at the checkout.

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:

1. Error: Sorry the card number you have entered is invalid.
   Resolution: Please make sure your typing the card number correctly. Please also be aware that Tesco Extra does not accept electron or solo cards.
2. Error: there has been a problem confirming your order. Please try again later or contact Customer Services.
   Resolution: From time to time we experience temporary problems with our systems. We would advise you to try again later.
3. Error: The issue number you supplied is invalid.
   Resolution: Please remember that we only need issue numbers for Maestro cards, if your card is Visa, American Express or Mastercard please do not enter an issue number, please leave the box blank, even if your card has an issue number.
4. Your card has not been authorised, please contact your issuing bank.
   Resolution: There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this.
5. The security code on your card is invalid.
   Resolution: We ask for the security number from your payment card to prevent the fraudulent use of your account. This is printed on your card but isn't in the magnetic strip or embossed so only the person who has the card knows the number.
6. Error: Expiry date on your card is invalid.
   Resolution: Does your card expire at the end of the month? If so it will not verify on the site as it will expire before we take payment and we will not be able to verify your new card as it will not be activated until your current card expires.

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Technical requirements

To use Tesco.com, you will need one of the following browser versions or higher:

• Microsoft Internet Explore 6.0
• Netscape 7.0
• Opera 8.5
• AOL 9.0
• Firefox 1.5

You will also need your browser to be enabled to use both JavaScript and cookies.

All our web pages are designed with an 800x600 screen resolution in mind.

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