Help with Tesco Partners’ products

Although Tesco Direct has closed, we’re still here to help you with items you may have bought from our site. This includes purchases from Tesco Partners, as they can now no longer offer you support directly.

Check our returns policy

If you have an issue with a product, take a look at the returns policy to check the terms and conditions – some products have different return time limits and exceptions.

Get in touch

SFor more help or advice, get in touch with our Customer Service team on 0800 323 4050* or 0330 123 4050**. We’re available 8am–11pm, Monday–Friday; 8am–8pm on Saturday and 10am–6pm on Sunday.

All contact made to and from customers via the Customer Service Centres may be recorded for training and quality purposes. *0800 numbers are free from BT landlines. **03 numbers mean that all 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.

A - Z of Tesco Partners

Have a question? See our FAQs.

Paying for a Tesco Partner item

What payment methods can I use for Tesco Partner products?

All items you add to your basket will go through the same checkout process, regardless of who you are buying from, which means you can use credit or debit cards, or Tesco Giftcards as you would with Tesco purchases.

Unfortunately you are not able to use eCoupons, Clubcard Vouchers or Clubcard Boost vouchers towards the purchase of items from Tesco Partners, nor can you use any Giftcards issued by Tesco Partners themselves.

How does my order appear on my bank statement?

During the checkout process you only pay once, however your statement will break down your order based on how many Tesco Partners you have purchased from. For example, if you buy from two Tesco Partners, you will see two entries on your bank statement, one for each Tesco Partner. The individual amounts on your bank statement will add up to the total amount you paid when you checked out.

Do you share my payment details with Tesco Partners?

No. All payments and refunds are handled by Tesco and we never share any payment information with Tesco Partners, so you can be assured that your payment information is secure when purchasing from Tesco Partners.

Cancelling an order

How do I cancel an order I have placed with a Tesco Partner that is for home delivery?

If you need to cancel an order that is due to be delivered to your home you can cancel it online through 'My Account' within 15 minutes of placing the order on Tesco direct website if you change your mind. Once the order has been processed and released it is not possible to cancel online and we ask that you contact the Tesco Partner directly with your request. Depending on the status of the order it may not always be possible to cancel, particularly if your order has already been dispatched.

How do I cancel an order I have placed with a Tesco Partner that is Click+Collect delivery?

If you need to cancel a Click+Collect order, you can do so right up until it's due to be collected from your chosen store by following these simple steps:

  1. When logged into your Tesco account, click on 'My Account' then click on 'View Direct Orders'.
  2. Choose the order you want to cancel by clicking on 'View Order'.
  3. If your order can be cancelled, you'll see a button labelled 'Cancel this Order', otherwise the order cannot be cancelled.
  4. Confirm the reason for cancellation, such as 'Change of Mind' or 'Ordered in error' etc.
  5. Once confirmed, your order will be cancelled and a refund processed, following which your order cannot be reinstated.


What delivery options are available for items from Tesco Partners?

Tesco Partners are responsible for delivering your order to you and are therefore able to choose which delivery options to offer and the delivery cost of each. As such, the delivery options and costs will vary depending on the partner you are purchasing from. Each Tesco Partner will detail the options available and the cost for delivery to the majority of the UK Mainland in their information page in the Tesco Partner Directory. This information is also shown on the product pages and during checkout the exact cost of delivery to your chosen location will be confirmed once you have entered your delivery details.

Do I have to pay multiple delivery charges?

Each Tesco Partner will send your order to you through their own delivery network, so if you buy from multiple partners it is likely that multiple delivery charges will apply, although some of our Tesco Partners may offer free delivery as standard or free delivery on orders over a certain threshold.

Can I get my items delivered to store?

Many of our Tesco Partners offer Click+Collect that allows you to pick-up your purchases in a Tesco store and this information will be displayed in the Tesco Partner Directory and on the individual product pages.


How do I return an item if I change of mind?

All of our Tesco Partners offer the same Tesco direct policy as a minimum, the full details of which can be found on our Returns Policy page. Some of our Tesco Partners may offer an extended policy that provides you with extra time to make a return and these will be highlighted on their information page in the Tesco Partner Directory. When returning items, please let us have any tabs, labels and accessories, and please package it all securely. If you’re returning an item because you've changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.

How do I return an item if it is faulty or damaged?

Our Tesco Partners do their best to make sure everything works perfectly, but if it doesn't, please contact them. Within the first 30 days they will issue a refund or replacement item to you. Outside of the first 30 days they will be able to advise on the options to repair, replace or refund your item.

Do I have to pay to return an item?

Tesco Partners may require you to pay the cost of returning an item if you have changed your mind and need to return the item directly to them. If this is the case, this will be highlighted on their information page in the Tesco Partner Directory, alongside an estimate as to how much a return is likely to cost.

Can I return my item to a Tesco store?

You can return items that are classed as 1-man items, i.e. those items where all components can be easily carried in one package to those Tesco stores that have a Tesco direct order point. Unfortunately not all stores are able to offer this service at present.

Escalate an issue

Who do I contact if I have an issue or a question about my Tesco Partner order?

We'll always support you when shopping with one of our Tesco Partners, so if you have an issue or question you can either call us or get in touch with the Tesco Partner directly using their details that can be found in our Tesco Partners Directory. If you are not sure who you are buying from, it will say on the product page, at checkout and in your confirmation email.

What if I contact the Tesco Partner and they don't help me?

All of our Tesco Partners exist as businesses in their own right and each has their own customer service operations, so we find the majority of issues are resolved quickly. However, in the rare cases where the Tesco Partner has failed to resolve your issue, you can escalate the issue and ask us for help in resolving your problem. Please see the Tesco Partners Guarantee for more details on how this process works.

What is the Tesco Partner Guarantee?

We know that you may not have heard of all of our Tesco Partners and understand you may be reluctant to buy items from third parties. The Tesco Partner Guarantee is available to reassure you in that should anything go wrong between you and the Tesco Partner we will liaise between you both to resolve your issue and secure your refund of the original amount paid should this be due. Please see the Tesco Partner Guarantee for more details.

Become a Tesco partner

We're an invite-only non-food (General Merchandise) marketplace, focussed on delivering a carefully chosen range for our customers. If you're interested in becoming a Tesco Partner, please send an email that outlines your business and includes your business URL. Please also state why your business would be a great fit for our customers and send your email to

While we endeavour to respond to all Tesco Partner requests as soon as possible, leaving out any of the information listed above may mean we cannot respond to your email request.

1 1