Tesco groceries help and FAQs

    • Below you’ll find answers to the most common queries about our online groceries website.
    • We deliver to most UK residential addresses. To check whether we deliver to yours, first register with us then visit the grocery homepage and book your delivery. If, for some reason, we’re unable to come to your address, don’t worry, you can still use our Click+Collect service.
    • Your shopping can usually be delivered between 8am-11pm Monday to Friday, 9am-11pm on Saturday and 9am-10pm on Sunday. In some stores, we even offer 6am or 7am slots – visit the book a slot page to see what slots are available in your area.
      Delivery and collection options
      Same-day Click+Collect (slot length of 2 hours)
      Order by 1pm for delivery after 7pm (subject to slot availability), available Monday–Saturday (7 days a week in selected locations).
      Same-day Click+Collect (slot length of 2 hours)
      Order by 9am to collect after 12pm, or order by 1pm to collect after 4pm, available Monday-Saturday.
      Delivery (standard, next day and beyond; slot length of 1 or 2 hours)
      Standard home deliveries – available 7 days a week.
      Flexi saver (next day and beyond; slot length of 4 hours)
      Our cheaper slots offer a 4-hour time window. On delivery day, you’ll receive a text confirming your allocated 1-hour time slot. Available 7 days a week.
      Click+Collect (standard, next day and beyond) (slot length of 2 hours)
      Standard Click+Collect – available 7 days a week.
    • For deliveries, prices start from as little as £2, depending on your delivery slot. We call this a ‘pick, pack and deliver’ charge.

      For Click+Collect, it’s even less, as it’s just a ‘pick and pack’ charge – some slots are even free.

      To start saving on your online deliveries, why not sign up to one of our Delivery Saver plans?

      These prices listed above are exclusive of the minimum order value – learn more about this below.

    • A £4 minimum basket charge will be added to all online orders at checkout where the basket value is under our £40 minimum. If you make changes to your order after you’ve checked out, the £4 charge will either remain if the final basket is under the threshold or be deleted if your final basket is over the threshold. As long as your final checkout amount remains above £40, you can avoid this charge.

      This applies whether you’re shopping on our website or the app, and if your shopping is being delivered to your home or for Click+Collect at a Tesco store.

      If we make any substitutions to your order which results in your basket dropping below the threshold, rest assured that you won’t have to pay the £4 charge – whether we’re delivering your order or you’ve opted for Click+Collect.

      If you have incurred the minimum basket charge, you’ll accumulate Clubcard points and these will be added to your account when you check out. This will also apply if you have a Delivery Saver plan – learn more about this below.

      It’s all part of the (Delivery Saver) plan

      Our subscription-based delivery service reduces the cost of home deliveries for your groceries. Depending on which Delivery Saver plan you sign up to, as long as you stay above the £40 minimum threshold, orders will be delivered without charge during the times or days outlined in your chosen plan*. And you can do that once per day for every day your plan is valid. This also applies to Click+Collect, where the more you shop, the more you save on delivery charges.

      And with the Delivery Saver Guarantee, if your plan doesn’t save you money, we’ll give you an eCoupon for the difference. For more info and to sign up, go to our Delivery Saver website.

      *If you make a same-day order but are not on a Same-day plan, you will be charged for your same-day delivery or same-day Click+Collect.

    • Our experienced drivers use vans designed to keep your groceries at a temperature that’s similar to how they would be in-store. Where possible, the driver will try to bring the shopping to your door or even to your kitchen. However, please understand that we take the health and safety of our drivers seriously, so this won’t be possible if they will be at risk of injury; for example, where delivery to your door or kitchen would mean going up a few flights of stairs. Also, we can only deliver if someone over the age of 18 is there to sign for your delivery.
    • Click+Collect is a convenient way for you to pick up your groceries. Book a 2-hour collection slot at your preferred store and your groceries will be waiting for you in a temperature-controlled environment. When you collect, we’ll help you load your groceries into your car and give you an electronic delivery note to sign, as well as a physical receipt. Your groceries will be packed into bags, the cost of which will be added to your bill, unless you request a bagless order at checkout. If you do go bagless, just be aware that bags will not be available at the collection point, so please remember to bring your own.
    • When you make an online order, the total amount is shown as a ‘guide price’. This literally means how it sounds – the ‘guide price’ is only a guide, therefore it might be higher or lower than the actual bill you receive for your order.

      Here are some reasons for this:

      • Between placing your order and getting it delivered, there may be new promotions, for example, an offer on a sweetcorn multipack. This is typical of price changes that may affect the final basket total.
      • With loose fruit and veg, like grapes and mushrooms, we charge by weight, so the final price is all about the ones we pick for you.
      • Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
    • Sometimes, one or more of your items may not be available when we pick your order, because the item has gone out of stock, for example. If you’ve chosen to allow substitutions, we will offer you a suitable alternative. Your driver or our Click+Collect colleague will make it clear if you’re being offered a substitute, but if you don’t want the item, just give it back to the driver or colleague and your payment card will be refunded. We ‘price match’ our substitutions, so if we’ve offered you a more expensive product than the one you ordered, we’ll only charge you the price of the original item.

      It’s a bit different for linked-product savings, multi-buy offers and meal deals. If we’ve substituted an item with one that’s not part of the deal and is a more expensive product, the price of the deal may increase. If you don’t want to pay the extra cost, you can choose to refuse all the items picked for the deal and get a refund instead.

    • When you book your delivery slot, you can select whether you want your shopping packed with or without carrier bags. The bagging preference you choose will be saved for future delivery and collection orders, but you can change your preference at any time online.

      With a bagless delivery, we’ll place your shopping directly into the green tray and then unload it for you either at your door or onto your chosen surface. As this will take us longer, we’d really appreciate any help you can offer to our drivers.

      If you’ve opted for Click+Collect, we will help you load your shopping into your car.

    • If an item is damaged, hand it back to your delivery driver who will process a refund. If you only spot this after the driver has left, you can return it to your local store. If you’ve opted for Click+Collect, you can hand the item back to a colleague, who will process a refund.
    • Delays sometimes happen due to circumstances beyond our control, for example, adverse weather conditions, unexpectedly heavy traffic or a mechanical issue with the delivery van, so we’ll call or text you about any delay as soon as we can.
    • If there’s an item missing from your delivery and no substitute has been provided, please call our Customer Service team.
      • When you select ‘Book a delivery slot’, you’ll be shown available delivery and Click+Collect slots with the relevant delivery and Click+Collect charges.
      • Select an available slot to book your delivery or Click+Collect date and time.
      • You can order your deliveries or Click+Collect up to 3 weeks in advance.
      • Your slot will be held for 2 hours and when this is nearly up, we’ll let you know so you can extend this by a further 2 hours if needed.
    • Select ‘Checkout’ in the basket area when you’ve finished shopping, making sure your delivery address details are correct. For Click+Collect orders, there will be an option for you to select your preferred store.

      Select the ‘View full basket’ button to check or change any of the items in your basket. If you’re completing your order on our website, you can suggest suitable alternatives by selecting ‘substitutions’ in the basket area. You can’t do this on the app at the moment.

      Once you’re happy with everything, continue to checkout and payment. You’ll need to fill in your payment details and select the ‘Confirm payment’ button.

    • Once you’ve checked out, you'll receive an email, detailing all the products, quantities and guide prices in your order. The delivery driver or the Click+Collect colleague will give you a full delivery note with details of all the products you’ve bought, including substitutions and unavailable products, and can also answer most questions on product replacements.
    • View our ‘Special offers’ tab to see all the latest ones by department. In your ‘My Favourites’ section, you can also see if there are any offers on the items you’ve bought recently.
    • Favourites are the items that you’ve repeatedly bought in-store and online over the last 13 months.

      To delete an item in your favourites:

      Log into our grocery site online or via our app. Select ‘My Favourites’. Within this section, you’ll see all your favourites. Select the small box with the cross at the top right corner of the product details. Select ‘Yes’ to confirm you’d like to delete it.

      If you’ve just registered your Clubcard, please be aware that it will take 30 to 60 minutes for us to display your favourites.

      Next to your favourites is a ‘My Usuals’ tab, which shows you the items you’ve bought the most in your online shops.

    • Certain products have limits on the amount you can buy for the following reasons:

      • To ensure we have enough products available to as many of our customers as possible.
      • For legal reasons; for example, there is guidance from the Medicines & Healthcare products Regulatory Agency, as well as statutory restrictions under the Medicines Act 1968, on the sale of painkillers.
      • To protect the health and safety of our drivers and customers when delivering heavy products.
    • The largest quantity you can order will depend on the individual restrictions on each product. Unfortunately, we can’t make exceptions for one-off special occasions, as we need to make sure that there are enough products for everyone.
    • Selling large quantities in-store is at the discretion of our store colleagues. We can’t guarantee that you will be able to buy the amount you need in-store.
    • You can advise your personal shopper what to do if any of your products are unavailable and what to pick as a substitute, for example, rich tea biscuits if there aren’t any digestives. You can also express a preference in a note, such as green rather than yellow bananas.

      You can do this by selecting the ‘View full basket’ button on the right of the screen at the bottom of your basket. Select the row of the product in the ‘Substitutions’ column, then add a note.

      Your personal shopper will try their best to accommodate your preferences, however this may not be possible under certain circumstances, for example, if the substitute you prefer is not in stock.

    • For same-day deliveries, you can amend your order up until 1pm on the day of delivery. For all other orders, you have until 11.45pm, the night before your delivery, to make any changes.

      For Click+Collect, the cut-off for amends depends on your collection slot:

      • For slots from 8am-12pm, the cut-off time is 11.45pm on the night before your collection.
      • For slots from 12pm-4pm, it’s 9am on the day of your collection.
      • For slots from 4pm-8pm, it’s 1pm on the day of your collection.

      Please check your order email for details.

    • If you’re using the website, select ‘My account’ at the top of the page, followed by ‘Grocery orders’. This will display the order history for your grocery account. Here you can view orders you’re currently shopping, orders you’ve checked out, as well as cancelled orders, and ones that are awaiting delivery or collection.

      If you’re on the app, tap ‘My Account’ at the top of the page, then tap ‘Orders due for delivery’. This will display the order history for your grocery account. This page will show the orders you’re currently creating, any orders you’ve checked out (and are awaiting delivery of), plus the time slot when it’s due to be delivered. Your delivery time will be displayed on the app homepage and within the left-hand menu, under ‘My orders’. You can also view your last order from the homepage, and previous orders from the left-hand menu under ‘My orders’.

    • To make a change from the website, select the ‘My orders’ button at the top of the homepage, then select ‘My current orders’. This will take you to a list of all your orders that are in progress which can be changed. Find your order from the ‘My current orders’ section, then select ‘Make changes’ for the relevant order. Select ‘Change items in basket’. You won’t be charged for changing your order. Remember, you must check out your changed order, or you’ll receive your original order without any amends. To add Clubcard vouchers and eCoupons after you’ve checked out your order,follow these steps:

      • Find your order from the ‘My current orders’ section
      • Select ‘Make changes’
      • Select ‘Add eCoupons and vouchers’ and type the code in

      If you want to amend your order using the app, you’ll be able to access your order and make changes to it from the home screen, or from the left-hand navigation. Just find your order and select ‘Make changes.’ Please note that once you’ve checked out your order on the app, you’ll be unable to add Clubcard vouchers or eCoupons unless you go to the website.

    • The easiest way to adjust the number of items is by selecting ‘View full basket’ on the right of the screen, at the bottom of your basket. If you’re using our mobile app then just tap the basket icon in the top right-hand corner. This will display all the items you have in your basket and their quantities. Find the product you want to adjust and choose the increase (+) or decrease (-) buttons to change the amounts in your basket. Remember, it may take a moment to update the basket price.

    • If you’re cancelling on the website, select ‘My orders’ at the top of the page and then ‘Orders due for delivery’. You’ll see a list of all your orders, including Click+Collect, in progress. Find your order in ‘Orders due for delivery’, then select ‘Cancel this order’. Select ‘Yes’ to confirm.

      To make an order cancellation via the app, select ‘My orders’ from the left-hand navigation and you’ll be able to cancel your order from there.

    • Yes, as long as this is no later than 11:45pm on the night before your delivery or Click+Collect date. Selected stores can also support with changing your delivery slot up until 1pm for same-day delivery or same-day Click+Collect orders. Please check your order confirmation email for details.

      There are a couple of ways to change your delivery or Click+Collect slot:

      • You can change the slot you’ve booked while doing your online shop. Just select ‘Change your slot’ in the shopping basket on the top right of the page. If you’re using the app, tap ‘Make changes’ on the home screen, or select ‘My orders’ from the left-hand menu.
      • If you’ve already checked out and are using the website, select the ‘My orders’ button on the right-hand side of the homepage or go to 'My orders' at the top of the page. This will take you to a list of all your orders that are in progress and that can be changed. If you’re using the mobile app, you can do this from the homepage by selecting ‘Make changes’; or from the left-hand menu, under ‘My orders’, select ‘Make changes’, then ‘Change delivery slot’. Next, select a new delivery slot. Finally, tap ‘Update order and check out’ to confirm your new delivery or Click+Collect time.
    • Yes, you can. Select ‘My account’, then ‘Phone & address book’. All of your address details should be displayed. Select ‘Add new address’ and add this before selecting ‘Save address’. Your new address details will be saved in your address book. Please make sure you select the correct address from your address book menu when you check out.

      If you’re using our app, then just select ‘Add new address’ within the ‘Book a slot’ section. Enter the details required, then select ‘Use this address’. Choose a convenient delivery slot and then tap ‘Begin shopping’. If you don’t book your delivery slot before or during your shop, you’ll be prompted to at the checkout stage. However, we recommend that you do it before placing your order, to give yourself the best chance of securing a delivery slot to suit you.

      Remember, changing your delivery address or preferred Click+Collect store may mean that:

      • Your chosen delivery or Click+Collect slot is no longer available
      • Products in your shopping basket are no longer available
      • Different promotions are available to you
      • You may lose your current slot reservation on your current basket
    • You can pay with Visa, Mastercard, American Express, Maestro, Visa Debit, Clubcard Plus, Tesco Bank credit cards and Tesco Bank debit cards.

      We’re unable to accept Maestro cards for Delivery Saver payments. We don’t currently accept Visa Electron cards or Solo cards or Tesco Gift Cards. If you do have an Electron card, please check with your issuing bank, as they can upgrade your card to let you shop online with us. You can also put your Clubcard vouchers towards payment. Go to our Clubcard website to find out how.

      In order to help us validate your payment card, a pre-authorisation amount of £2 is reserved from your account automatically when you check out. Upon validation of this amount, checkout can continue. On the day of delivery or Click+Collect, full authorisation takes place whereby the total amount is requested from your bank and the £2 pre-authorisation request removed. The pre-authorisation reserve will return to your account within a few working days. If you cancel your order, the pre-authorisation reserve will be removed from your account within a few working days.

    • We take our privacy and security very seriously when you’re shopping with Tesco.com, whether that’s on our website or via an app on your mobile or tablet. This means we use the latest encryption techniques, featuring Secure Sockets Layer technology (‘SSL’ with Extended Validation 128bit key certificates) whenever personal or sensitive information, such as payment details, passes from your browser over the internet to our servers. A copy of our privacy policy can be found at our Tesco privacy centre.
    • If you’re shopping via Tesco.com, you can add your Clubcard vouchers and eCoupons, even after you’ve placed your order. For details on how to add them, go to ‘How do I add/amend my order?’
    • Clubcard vouchers have a 12-digit online code, and they can be used at Tesco.com except for purchases of baby milk, pharmacy products, lottery tickets, stamps, tobacco, phonecards, and gift vouchers.

      Complete your online shop as normal, then enter your 12-digit code at the checkout, when we ask you to enter your eCoupon code.

    • If you enter an eCoupon or Clubcard voucher and it isn’t accepted, you’ll receive an error message. Try the following options to resolve your issue:

      • Re-enter your Clubcard voucher/eCoupon code, making sure you’ve typed it correctly.
      • Check that the dates of the Clubcard voucher/eCoupon are still valid.
      • Does your eCoupon depend on you buying a certain product or spending a minimum amount of money and have you met the criteria?
      • Have you used your 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 on your eCoupon.

      If you’re still having problems, please get in touch with our Customer Service team.

    • To retrieve your password, select ‘I’ve forgotten my password’ (or ‘Forgotten password?’ on the app). Follow the on-screen instructions. We’ll email instructions on resetting your password to the email address you registered with us on Tesco.com.
    • To change your password, you’ll need to log in to your account on the website. Select ‘My account’, then select ‘Change password’'. Type in your current password, in the first field, then your new one in the next field, re-enter and select ‘Save changes’.
    • To update your personal details, you’ll need to log in to your account on the website. Select ‘My account’. Under ‘My details’, you’ll see a list of information you can view and update. Select the details you want to amend and follow the simple on-screen instructions.

      If you’re changing your home address, your new address details will be saved as your ‘home address’ in your address book. Please make sure you select the correct address from your address book menu when you check out.

      Please be aware that you cannot change a delivery address or preferred Click+Collect store when your order is already due. You’ll need to wait until the order has been delivered or is due for collection before updating these details. If you really need to change the delivery address or preferred Click+Collect store, please cancel the order within the amend cut-off time and create a new one. This isn’t as complicated as it sounds. We’ll save the cancelled order in ‘Previous orders’ in your favourites section. Find your cancelled order there, then add all the products to your new basket.

      Your Clubcard details won't automatically be updated with the changes you make here, so make sure you update your details on the Clubcard website.

    • To unsubscribe from Tesco emails, you’ll need to log in to your account on the Tesco groceries website. Select ‘My account’, then select ‘Marketing communications’ under ‘Settings’. Select the appropriate box and ‘Save changes’.
    • Delete your temporary internet files and your cache. For more information on how to do this, have a look in the help section of your web browser or in the settings on your mobile if you're using the app.
    • If you can’t check out, you may see one of the following error messages:
      ‘Sorry, the card number you have entered is invalid’
      If you see this message, make sure you’re using a valid card type and entering the card number correctly, without spaces. Remember, Tesco doesn’t accept Visa Electron or Solo cards.
      ‘The security code on your card is invalid’
      We ask for the security number from your payment card to prevent your account being used fraudulently. On most cards, the security code is the last 3 digits printed on the signature strip. On American Express cards, the security code is 4 digits and is found on the front, in the bottom right.
      ‘The expiry date on your card is invalid’
      If your card expires at the end of the current month, it may not verify on the site. This is because it may expire before we take payment. Therefore, we won’t be able to verify your new card as it won’t be activated until your current card expires.
      ‘The issue number you supplied is invalid’
      We only need issue numbers for Maestro cards. If your card is Visa, American Express or Mastercard, please don’t enter an issue number – just leave the box blank.
      ‘There has been a problem confirming your order’
      Please try and process your order again. If this doesn’t work, refer to your browser (e.g. Internet Explorer, Google Chrome, Safari) support to delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.
      ‘Your card has not been authorised’
      This means that there’s a problem authorising your card. We would advise you to contact your issuing bank to resolve this. If your card issuer can’t help, please refer to your browser (e.g. Internet Explorer, Google Chrome, Safari) support section. Delete your browsing history and clear any temporary internet files and cookies in case these are causing the issue.
      ‘From time to time we experience temporary problems with our systems’
      We’re not perfect, but rest assured, when there’s an issue, we’ll be working hard to fix it fast, so come back very soon.
  • We endeavour to make all of our websites and apps accessible for each and every one of our customers. Find out more on how we’re achieving this by visiting our accessibility page.
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    This Site is owned and operated by Tesco Stores Limited (company registration number 519500, VAT number GB220 4302 31), a company registered in England and Wales, whose registered office is at Tesco House, Shire Park, Kestrel Way, Welwyn Garden City, AL7 1GA.