Welcome to Tesco.com Grocery Help. Using valuable customer feedback we have created a list of most frequently asked questions regarding our Grocery store. 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.
We are sorry if there are missing items from your grocery order.
Please fill in our items missing form using the notes section to detail the problems or queries you have with products you have received.
Please call our Customer Helpline on 08457 225533 if your query relates to more than 5 products.
We try our very best to inform our customers of any potential delay as soon as possible.
Occasionally delays can happen which are often beyond our control.
You should receive a call to inform you about the late delivery. If for any reason you don't receive a call, please contact Customer Services on 08457 225533.
Lines are open 9am and 11pm Monday to Friday, 9am and 8pm Saturday or 10am and 6pm on Sundays.
Our driver should announce all substitutions and out of stock items.
If you receive a substituted item that you do not want to keep, you can return it to the driver and they will make arrangements to refund your payment card for the unwanted item.
If you receive any damaged items, please fill in our grocery products form using the notes section to provide as much detail as possible about the products you have received.
Our driver should announce all substitutions and out of stock items.
If you do receive a substituted item that you do not want to keep, you can return it to the driver and they will make arrangements to refund your payment card for the unwanted item. Please allow up to 4 weeks for your refund to be credited back to you.
If the driver has already left, please contact Customer Services on 08457 225533 to arrange return of the item(s). Lines are open 9am to 11pm Monday - Friday, 9am to 8pm Saturdays and 10am to 6pm on Sundays.
We are sorry that you have not received your discounts. Please fill in our Contact Us form providing us with you order number and information about the discounts you expected to receive so that we can investigate this problem on your behalf.
The driver will leave a card stating the date and time they called.
Please contact the number on the card to arrange a second delivery, which will be subject to a second delivery charge.
You can check your delivery time by going to http://www.tesco.com/
We are sorry if there is a problem with your delivery.
It may save you time to look though our help pages to try and answer your question.
If you still have problems with the order, please call 0845 722 5533* lines are open 9am and 11pm Monday to Friday, 9am and 8pm Saturday or 10am and 6pm on Sundays or complete the Contact Us form.
*Up to 4ppm from BT landlines. Other providers vary. Calls may be recorded.
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, however 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.
You can add alternative delivery addresses by following these steps:
To select one of your alternative addresses for delivery, follow these steps before you start your shop (please be aware that you must select an alternative address before you enter your items in your shopping basket or you will lose the items you have just entered to your basket).
Alternatively:
Click on the 'My Account' link at the top of the page, and click on 'Your Grocery orders'. You will now be able to select the option for delivering to an alternative address.
Follow the simple steps below and see how easy it is to get your shopping delivered to your door.
If you are shopping with us for the first time, click on the 'grocery' button at the top of the page. You will be asked to register, and then taken to your homepage. You may now select the online shopping demonstration.
You can learn how to complete a grocery order end to end or simply click for some quick tips - saving you valuable time.
View the online shopping guide now.
Using the search box
Enter the product name or any related words into the product search box at the top right-hand side of the screen.
Click on the 'Find' button next to it.
A list of products matching your search will then appear in the main window.
Handy Hint!
Some words may find a lot of matches. To improve your search, try using an extra word. For example, searching for 'beef' may find beef stewing steak, corned beef, etc. Searching for 'beef mince' will produce a better match.
Using Express shopper
With 'Express Shopper' you can write a simple shopping list. We will take the list and quickly find the products for you online.
Click on the 'Express Shopper' button in the blue tool bar at the top of the page.
Type in what you want to buy on the notepad on the left, putting each item on a new line by pressing enter.
Click on 'find now' to start looking for the items. 'Express Shopper' will list the items down the left-hand navigation bar.
Once you've found what you want, add it to your basket, then click on the 'next item' button to do your next search.
Searching by departments
Using the Departments options found in the blue tool bar at the top of the screen is like browsing around the aisles in store!
Click on one of the main department areas e.g. Food & Drink.
A list will appear in the left-hand navigation bar of all the departments in that area.
Click on a department to show the aisles available.
The aisles will open out to the right of the departments, just click on the aisle you want.
A list of shelves will then appear to the right of the aisles. Pick your shelf and you will then see a list of products.
If you want to see a different shelf in the aisle just click on the shelf title at the top of the product page. The department navigation will then re-appear.
Adjusting the amount of items is easy using your shopping basket on the right hand side of the screen.
Find the product you want to adjust and click the '+' or '-' buttons to change the amount in your basket. It may take a moment to update the totals.
If you want to adjust many items in your basket, add a note to your personal shopper or change your substitution policy, you may want to use the 'view basket' page.
You can view and book your delivery slot at any point in your shopping trip by clicking on the 'Book a delivery slot' link in your shopping basket on the right hand side of the page. You can also book a slot after you have finished picking your items, and have clicked on 'checkout'.
You will be shown the available delivery slots, with the relevant service charges. Click on an available slot to book your delivery date and time.
You can order your deliveries up to 3 weeks in advance.
The delivery slot will be held for two hours. If you log out during this time without checking out, then the slot will be released.
Once you have checked out, you will receive a confirmation e-mail detailing all products, quantities and guide prices relating to your order.
Please make a note of the order number in case you need to contact us.
You can add alternative delivery addresses by following these steps:
To select one of your alternative addresses for delivery, follow these steps before you start your shop. (please be aware that you must select an alternative address before you enter your items in your shopping basket or you will lose the items you have just entered to your basket.)
Alternatively:
Click on the 'My Account' link at the top of the page, and click on 'Your Grocery orders'. You will now be able to select the option for delivering to an alternative address.
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 would read as they picked your bananas.
To write a note to your Personal Shopper, simply:
On the product list, click 'write note' next to the product for which you would like to add a note.
A pop up will appear, at the bottom of which you can add your note for that product.
When you're happy with your note, click 'ok'.
Click once on the 'Offers & Ideas' box in the blue tool bar at the top of the page.
Once the drop down menu appears, click on special offers from the available choices.
The main page will now display all the top special offers. You can use the left hand bar to view special offers by department.
When you are ready to checkout, click on the 'checkout' button in your shopping basket on the right of the page.
If you have not already booked a delivery slot, book one by clicking on an available time that suits you.
Check your details on the checkout page and then enter your payment details.
To complete your order click the 'confirm my order' button.
We accept the following method of payments:
Visa, Mastercard, American Express, Maestro, Solo, Delta, Clubcard Plus.
We don't accept Electron cards, cash, cheques or paper vouchers/coupons.
If you do have an Electron card please check with your issuing bank as they can upgrade your card to allow you to shop online with us.
You can also pay using Clubcard Vouchers. For details of this go to http://www.tesco.com/clubcard/clubcard/spend/
The guide price is what we estimate your order will come to when we do your shopping. You may find that your final bill is slightly different from the guide price.
So why is the guide price different to my final bill?
The guide price is based on today's prices instore. But we shop for your order on the day you want it delivered, just as though you were shopping yourself. The final bill can vary because:
The guide price uses an estimated weight for weighed items like grapes and cheese. But what you pay will use the exact weight
The guide price doesn't include all promotion and offer discounts. But what you pay will include all the promotions and offers that are valid on that day, including any new offers that apply
The guide price is based on the prices in-store today. But what you pay is the price in-store on the day of delivery and some prices may have changed.
If we have to substitute any item you'll be charged the price for the substitute instead.
If the final price charged for any item is more than you wanted to pay or you are unhappy with the substituted item, you can return it and we'll give you a full refund. Just give it back to the driver and we'll take care of it for you.
Further information about the guide price
The groceries you order from us will be picked, by hand, in the home delivery store closest to your home.
The price you pay for groceries ordered online is the one charged in that store on the day your order is picked and delivered. Any special offers e.g. 'Buy one get one free' will be deducted from your bill on the day of delivery, if the offer is applicable on the products you have ordered.
Once you have checked out, you will receive a confirmation e-mail, detailing all products, quantities and guide prices relating to your order.
The delivery driver will give you a full delivery note with details of all the products you've bought, including any substitutions you have received, or products unavailable.
If you have any queries about our substitutions or out of stock items, you can ask your driver. Alternatively call our Customer Service centre on 08457 225533.
You can be totally confident when you are shopping with Tesco.com.
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 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.
A copy of our privacy policy can be found at http://www.tesco.com/privacy.htm
Please click on the following link to find out all about our Clubcard loyalty scheme
You will need a Tesco Clubcard to shop at Tesco.com, but 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/register
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 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 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.
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 would like 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 'How do I order my Clubcard Deals through the post?')
Please note: vouchers must carry a valid date to be used for Deals or in-store.
1. Please print out the Order Form (http://www.tesco.com/clubcard/deals/p/inc/orderform.pdf) and complete sections 1 - 5 (You will need to download Adobe Reader to view this file) Alternatively, use the Order Form in the Clubcard Deals brochure.
2. Attach your Clubcard Vouchers to your completed Order Form and send it to us to:
Tesco Freetime Limited, PO Box 654, Crawley, RH10 1RG
Please remember to affix a stamp to your envelope before posting.
3. We'll then send you your Deal Tokens with details of how to use them, or assign your AirMiles to your account.
Any change will be credited back to your Clubcard account.
Only Clubcard Vouchers printed with your name can be accepted.
Only Clubcard Vouchers can be used; eVouchers cannot be used for Deals.
Unless otherwise stated, Deals Tokens will be issued in denominations of £5, £10, £40 and £60 depending on the Deal you have chosen. We will aim to post your Deals Tokens within 3 days of receipt of your order.
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:
To update your Clubcard details:
If you haven't yet received your quarterly Clubcard mailing, please call our helpline number 0800 591688.
Click on the 'My Account' button at the top of the screen.
Under the heading 'Your account details' there is a link called 'Your Clubcard details' please click on this link.
Your Clubcard points will be listed along with whether you qualify for Clubcard Deals.
You will be given a total of how many points you have on your Clubcard and how much that amounts to in Clubcard vouchers.
Alternatively you can check the balance of your points by visiting http://www.tesco.com/clubcard and clicking on the link on the left hand side entitled 'My Clubcard Account'. You will see a page outlining your Clubcard points total.
We are currently accepting coupons for Sainsbury's and Safeway both in our stores and for on-line Grocery transactions. Just hand your coupons to your driver when your groceries are delivered. We'll credit your payment card back at the store and send you a receipt in the post. If you are in-store, just hand these to the cashier.
If you have any other questions relating to the use of your Clubcard or Clubcard points, please call our dedicated Clubcard number on 0800 591688* or use the Contact Us form.
*Free from BT landlines. Other providers vary. Calls may be recorded.
Our grocery delivery service covers most UK residential addresses. To check whether we deliver in your area, please register and then visit the grocery homepage. In the event that we are unable to deliver to your address, a message will be shown to explain why.
At a time that suits you - and there are plenty of times to choose from!
You can usually have your shopping delivered between 9am and 11pm Monday to Friday, 9am and 8pm on Saturday, and between 10am and 3pm on Sunday.
Exact delivery times will be displayed when you book a delivery slot.
You can book an available delivery slot before you begin to place your order - this slot will be held for you for two hours while you shop.
Our experienced drivers will deliver your order using our specially fitted vans, ensuring your goods are kept at the correct temperature during transit.
The driver will bring the shopping to your door, where you will be asked to sign a delivery note.
Anyone in the household over the age of 18 may sign for deliveries from Tesco.com.
Yes you can, as long as you do it up to 4pm on the day before your delivery date. You can change your delivery slot at several stages:
After you have checked out:
When you checkout:
Whilst you are shopping:
The driver will leave a card stating the date and time they called.
Please contact the number on the card to arrange a second delivery, which will be subject to a second delivery charge.
If you are in any way 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 08457 225533 between 9am and 11pm Monday to Friday, 9am and 8pm on Saturday and 10am and 6pm on Sunday.
Alternatively you can complete our product query form where you can detail any issues with products you have received.
We try our very best to inform our customers of any potential delay as soon as possible. However, occasionally delays can occur which are often beyond our control.
You should receive a call to inform you about the late delivery. If for any reason you don't receive a call, please contact Customer Services on 08457 225533.
You can amend your order as long as you do it up to 10pm the day before your delivery date. Click on the 'My Account' link at the top of the page, and select 'Your Grocery orders'. You'll see a list of all your orders in progress.
Select an order from the 'Orders due for delivery' section then just click on the 'change order' button for the relevant order.
Click on the 'change order' button and shop as usual.
Remember you must checkout your changes or you will receive your original order. You will not be charged again for your original order.
Click on the 'My Account' link at the top of the page, and then click on 'Your Grocery orders'.
In the 'Orders due for delivery' section click on the 'change/cancel' button for the order you wish to cancel.
Click the 'cancel order' button and then just click 'OK'.
You can cancel orders up until midnight on the day before your delivery is due.
Click on the 'My Account' link at the top of the page. If you are not already on the grocery site, click on the link named ' Your grocery orders '. This will display the order history for your grocery account.
On this page you can view orders that you are currently shopping, and orders you have checked out and are awaiting delivery.
If you want to view orders which you have already received just click on the 'see all other orders' link at the bottom of the page.
Click on the 'My Account' link at the top of the page.
If you are not already within the grocery site click on the link named 'Your grocery orders'. This will show you your order history for your grocery account.
You will see a section name 'Orders due for delivery' which will show you any orders you have placed and the delivery you have chosen.
If you are in any way 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 08457 225533 between 9am and 11pm Monday to Friday, 9am and 8pm on Saturday and 10am and 6pm on Sunday.
Or alternatively, complete our product query form where you can detail any issues with products you have received.
Your Personal Shopper picks your order by hand on the day of your delivery, so not all the products you have ordered may be available when your order is picked. That is why we ask you to tell us what you want us to do if your first choice is not available - these are called your substitutions.
When you checkout, you can choose a substitution policy for a particular item or the whole order, or you can add a substitution when you add a product to your shopping basket.
To add a substitution at the 'add to basket' stage simply:
To change your address, log into Tesco.com and then:
Handy Hint!
If you have moved house you will also need to update your details with Clubcard:
This will ensure that you continue to receive your Clubcard mailings.
Please be aware that if you have already placed an order on Tesco.com grocery before changing your address details the order will still be going to your old address. Unfortunately you would need to cancel your order and re-order it to be delivered to the correct address.
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.
To change your address log into Tesco.com and then:
Handy Hint!
If you have moved house, you will also need to update your details with Clubcard:
You can add alternative delivery addresses by following these steps:
To select one of your alternative addresses for delivery, follow these steps before you start your shop.
Alternatively:
To update your personal details:
To retrieve your password:
Or click on the following link to go there now:
Follow the on screen instructions and your password will be sent to the email address with which you registered on Tesco.com.
To unsubscribe from Tesco e-mails:
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
To amend your favourites
Ensure you are in logged in to our grocery site. Click on the 'My favourites' button in the blue toolbar at the top of the screen.
The top navigation bar will list the various sections within 'My favourites' and you should also see at the bottom of the page a section explaining how My favourites can work for you.
If you have just registered, it will take 30 to 60 minutes for us to display your favourites.
How do I delete my favourites?
Ensure you are in logged in to our grocery site. Click on the 'My favourites' button in the blue toolbar at the top of the screen.
View your Favourites by clicking on "All my Favourites" in the top navigation and then click on the 'delete from favourites' link under the image of each product you would like to delete.
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:
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 'I've forgotten my password'.
If you're having problems adding or removing 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:
Resolution: Please make sure your typing the card number correctly. Please also be aware that Tesco Extra does not accept electron or solo cards.
Resolution: From time to time we experience temporary problems with our systems. We would advise you to try again later.
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.
Resolution: There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this.
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.
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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