In order to get a refund you first need to have raised a Return Request in your Tesco account. To find the returns requirements and instructions for your product, please contact your seller or read the relevant FAQ: Marketplace Returns Promise.Getting your refundOnce your return reaches the seller and they have authorised the refund, your refund will be processed within 3–5 working days to your original payment card.You might not get a full refund if the item has been used or handled beyond what’s needed to check its look, feel, and function.Refunding delivery charges• In most cases, standard delivery charges are refunded if you return the item within 14 days of purchase.• If you paid for express delivery, you’ll only be refunded the standard delivery charge.Having trouble with your refund?In order to get a refund you must have raised a return request with the seller. If your return is not accepted and the seller can’t refund you, they’ll let you know why.If you need more help:• Contact the seller first• If you still need support, contact us and we’ll do our best to help• If you’re unable to resolve the issue, you can take your complaint to Alternative Dispute Resolution (ADR), such as Consumer Arbitration, an approved ADR provider.The legal bitsOur refund policy is in addition to and does not affect your legal rights to return faulty products after the period covered by our Marketplace Promise.

Getting my Marketplace refund

Online Grocery FAQs

Marketplace

Marketplace returns and refunds

You have 2 options. You can get a digital Clubcard on the Tesco app, or order a new plastic Clubcard. To reduce our use of plastic, you can only get 1 new card every 12 months.You’ll receive a new Clubcard number on your new card. We’ll update your Tesco account with the latest card number, you don't need do anything.<h4 id="h_01J30F4C8S37Q571DWSM87RDRR">Getting a digital Clubcard</h4>With a digital Clubcard you can:<ul>
<li data-list-item-id="ec465206bfdf05fe7f9b3779627c29939">Spend less with Clubcard Prices</li>
<li data-list-item-id="e479bfa5c5145b87a2012990c4995edd2">Scan your Clubcard on your phone</li>
<li data-list-item-id="e17fb900cb04ac4142960a88cde279248">Collect points every time you shop</li>
<li data-list-item-id="e1d19bc489da55ed5bd840ec71ee022fa">Request vouchers instantly, and safely keep them in 1 place.</li>
</ul>These are just some of the benefits. To join the millions of Tesco customers using a digital card, download the Tesco app. Do that from the <a href="https://apps.apple.com/gb/app/tesco-grocery-clubcard/id389581236" target="_blank" rel="noopener noreferrer">App Store</a> or <a href="Google%20Play" target="_blank" rel="noopener noreferrer">Google Play</a>.In the app, choose ‘Sign in’ if you have an account. If you don’t, select ‘Register’ and complete the form. Remember to select yes for ‘Opt in to Clubcard?’.That’s it - your digital Clubcard’s ready to use.Ordering a replacement plastic ClubcardIf you have a Tesco account, you can only order a replacement plastic card on the Tesco website, not the app. To order an new Clubcard:<ol>
<li data-list-item-id="eb3ddf19231d1924e0e58971564466c14">Sign in at <a href="http://www.tesco.com/">tesco.com</a>, and go to ‘<a href="https://www.tesco.com/account/dashboard">My account</a>’. </li>
<li data-list-item-id="ee43b435335638f0e4f961215b12b79c3">Under ‘Clubcard’ select ‘Order a new card’.</li>
<li data-list-item-id="ebb40e533175cbeeed02b84d064bf6681">Select ‘Order a plastic Clubcard’ and choose a reason for ordering one.</li>
<li data-list-item-id="e9889cd828347930ada0f405742e79397">Confirm your Clubcard address is right.</li>
<li data-list-item-id="e9b51e15d68a17d0a975dc668df5f6bfb">Select ‘Confirm and order’.</li>
<li data-list-item-id="e31a23cf5f2aa35933db351d0077ad421">That’s it – you’ll get a new card in the post within 10 working days.</li>
</ol>If you don’t have a Tesco account, you’ll need your Clubcard number. It’s on your Clubcard statements.<ol>
<li data-list-item-id="e87ec66aaabb3f784341ce3f2154af3f7">To open an account, <a href="https://www.tesco.com/account/register/en-GB/">register online</a> at <a href="http://www.tesco.com/">tesco.com</a>.</li>
<li data-list-item-id="efa2b2b94213682ac6d76a0233f17f088">Add your details and select ‘I already have a Clubcard and I’d like to link my accounts’.</li>
<li data-list-item-id="ef07551c0c3fa0ed1bdd88c93364ca341">Fill out the ‘Clubcard details’ section.</li>
<li data-list-item-id="e81b42ea71446a963c83817150e5feb98">Select ‘Create account’, follow the above steps on ordering a replacement plastic Clubcard.</li>
<li data-list-item-id="e704f34d9570133bb17018f1f171f45e6">If you don’t know your Clubcard number or can’t sign in to your account</li>
<li data-list-item-id="e3bb90569cea4c1a5bd15a75d55d124cb">Call us on <a href="tel:0044800591688">0800 591 688</a> to get a new plastic card and key fob.</li>
</ol>

My Clubcard or key fob’s lost or damaged

Tesco account FAQs

Plastic and digital Clubcards

We want to make it easier to work around your delivery. You can now get a clearer estimation of when your groceries will arrive. Simply sign in to the <a href="https://www.tesco.com/groceries/en-GB" target="_self">groceries home page</a> ahead of your slot on delivery day, where regular updates will be available.
Delays can happen due to circumstances beyond our control. Adverse weather conditions, unexpectedly heavy traffic or a mechanical issue with the delivery van can affect delivery times. We’ll call or text you about any delay as soon as we can.
Please note, visibility of this feature is dependent on your driver’s delivery route on the day of your delivery.

Checking the status of my delivery

Collecting your order and delivery issues

When you make an online order, the total amount is shown as a 'guide price'. Therefore, it may be higher or lower than the final bill you receive for your order. The final payment is the price you would pay if you shopped on the day of your delivery or collection.
Here are some reasons for this:
<ul>
<li>
The price of individual items may be higher or lower than when ordered.
</li>
<li>
Between placing your order and getting it delivered, there may be new promotions put in place.
</li>
<li>
We charge loose fruit and veg by weight. So, the final price is based on the ones we pick for you.
</li>
<li>
Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
</li>
</ul>

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