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Tesco Direct Closure FAQs

Tesco Direct will be closing on 9 July 2018

What is Tesco Direct?

Tesco Direct is our online shop for clothing, homeware, furniture, electricals, toys, gardening, flowers, health and beauty, and gift products. You can see our full range of products at Tesco Direct up until 9 July.

What is changing?

On 9 July, we’ll be closing the Tesco Direct website. We’ll continue to offer our Uniform Embroidery Service and Tesco Mobile products at tesco.com.

Our main website, tesco.com, will continue to sell grocery products as usual, alongside a selected range of items that were previously available on Tesco Direct.

Large items such as mattresses, bikes and sofas will no longer be available, but a wide range of clothing, homeware, electricals, toys, and gifts will continue to be available in-store.

Can I still place orders?

Yes, you can keep placing orders until 9 July, while stocks last.

From 22 May, we won’t be able to offer next-day delivery. Instead, orders will take 2-5 days to arrive – and the same applies to Click+Collect orders. But if that changes, we’ll let you know.

Please check your account to make sure your contact details are up to date, as we’ll text or email you if there are any further delays.

Can I still buy F&F clothing online?

You can order F&F clothing online until 9 July, subject to availability. After this date, F&F clothing will not be available to buy online but it will still be available in selected Tesco stores. Use our store locator to find your nearest store with F&F.

Can I still buy school uniform online?

From 9 July, only the Embroidered Uniform Service will be available online. Our school uniform range will continue to be available in selected Tesco stores. Use our store locator to find your nearest store with F&F.

Which Tesco Direct products will I be able to buy on the Tesco groceries site?

There are currently nearly 2,000 non-food products available to buy with your groceries, and we are looking to expand this range further.

These items include pots and pans, balloons, CDs, car shampoo, stationery, toys and games, cook and dine, men's grooming, nursery accessories, home fragrance, and bed sheets (dependent on postcode).

How will the closure of Tesco Direct affect delivery times?

From 22 May, we won’t be able to offer next-day delivery. Instead, orders will take 2-5 days to arrive – and the same applies to Click+Collect orders.

If you have placed a Click+Collect order, we will notify you when your products are ready for collection.

If you have ordered an item for home delivery, you can track your order’s progress online by signing into My Account and clicking on “Your Tesco Direct orders”.

Can I still use my coupons or vouchers?

Yes. We can accept all existing Tesco Direct eCoupons until 9 July, subject to the usual terms and conditions.

Can I still use my Tesco gift card?

Yes. You will be able to use your Tesco gift card in all Tesco stores, even after Tesco Direct closes. The last date you can use it online at Tesco Direct is 9 July.

My order hasn’t arrived. How can I track it?

You can always track your order’s progress online by signing into My Account and clicking on "View Direct Orders".

If your delivery was due today and it’s late, please double-check the delivery date on your confirmation email, and check to see if we’ve sent you an update by email or text.

From 22 May, we won’t be able to offer next-day delivery. Instead, orders will take 2-5 days to arrive – and the same applies to Click+Collect orders.

It sometimes takes longer to deliver items to Northern Ireland, the Isle of Man, the Isles of Scilly, Orkney, Shetland and other Scottish islands.

What if I’ve changed my mind about my order?

We’d like you to be happy with everything you buy from Tesco. Should you change your mind, please return the product with your proof of purchase, within 30 days from the day you receive the goods (the cancellation period) and we’ll happily offer a refund.

Full details of our refund policy can be found at https://www.tesco.com/direct/help/returns-policy.page

What if my item is faulty or damaged?

Our normal returns policy still applies. The only difference is that where we may previously have offered a repair, replacement or refund, we may not be able to offer a replacement after 9 July, as not all of our online range is sold in-store. Whether we offer a replacement before 9 July will depend on stock availability online or in your local store.

You can find full details of our returns policy at https://www.tesco.com/direct/help/returns-policy.page

If you need support with a faulty or damaged item, get in touch via our Contact Us page.

What if an item is no longer available online?

If a product goes out of stock online, it probably means it has sold out, and we won’t be getting any more.

I have pre-ordered a game; will I still receive this?

If your pre-order is due to arrive by 9 July, we’ll still deliver it as scheduled.

If your pre-order is scheduled for delivery after this date, we’ll unfortunately need to cancel your order and issue a refund directly to your account.

If that’s the case, we’ll send you an email to confirm this, so please make sure your contact details are up to date in your account.

Will I be able to place Direct orders in-store?

From 22 May, we will no longer have order points available in-store, however our colleagues at our Click+Collect desks will be happy to place an order for you.

You can keep placing orders online until 9 July, while stocks last.

What does this mean for my Delivery Saver subscription?

From 9 July, we won’t be able to offer free delivery on purchases from Tesco Direct (including F&F clothing) as part of your Delivery Saver plan. But all your other benefits will stay the same – and there’ll be a range of household and health and beauty products available on tesco.com too.

How do I get a VAT invoice?

Upon request, we aim to email you the invoice for all Tesco items within 24 hours. Tesco Partners need to provide invoices for the items they have supplied.

To get a VAT invoice, just follow these steps:

  1. Select "My Account” at the top of the Tesco direct website
  2. Then select "View Direct Orders”
  3. Find the appropriate order and select "View Order”.
  4. Select "Request a VAT invoice”.
  5. Check your details and request the invoice.

If you have bought items from a Tesco Partner, we will contact them and they will send you an invoice, however, you can follow up with them directly if you wish. Their contact details are on the “Request a VAT invoice” page or you can find them through our Partner Directory

If you have any problems, please get in touch with our customer services team using the relevant number or email address on the Contact Us page.

Please be advised that due to UK VAT law Tesco can only provide a VAT invoice within 30 days from the date of order. We apologise for any inconvenience this may cause.

Still need help?

Even after Tesco Direct closes on 9 July, we’ll be here to give you any help you need. So if you do need any assistance with your order or anything else, please take a look at our help page in the first instance, where you’ll find answers to a lot our frequently asked questions.

If you can’t find the help you need, get in touch via our Contact Us page.