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FAQ: SIM free and pay as you go mobile phone products and embroidered uniform

Here’s everything you need to know when buying SIM free and pay as you go mobile phone products and embroidered uniform. Please also see our Click+Collect and deliveries FAQ for SIM free and pay as you go mobile phone products and embroidered uniform.

FAQs

How do I use Clubcard vouchers and e-coupons?

You can save money using your eCoupons or Clubcard vouchers, simply by entering your code(s) on the checkout page.

If you have previously entered any eCoupon or voucher codes, they will be stored in your eWallet. You’ll see this on the checkout page. To activate each code, please just tick the box next to it and click ‘add’.

Vouchers are only worth their face value, you can only use them once, and you won’t be able to add them after you’ve placed your order.

For more information, please visit our Clubcard website.

What do I do if my Clubcard vouchers or eCoupons are not working?

If your Clubcard vouchers or eCoupon codes aren’t being accepted, the following checklist should help you understand why:

  1. Have you entered the online code correctly – including adding the hyphens in the code?
  2. Can your eCoupons definitely be used on the products you’re buying?
  3. Does your order meet the requirements for the offer?
  4. Is your voucher or coupon definitely for online use? If it is, it will have an online code. If it only has a barcode, then it will need to be scanned in store.
  5. Has your voucher or coupon passed its expiry date?
  6. Have you used the voucher or coupon before? Most vouchers or coupons can only be used once.
  7. Is your voucher or coupon valid on this site, and not for specific use on one of our other sites – for example, Grocery?
  8. Do you have an exclusive voucher or coupon that states it cannot be used with any other vouchers or coupons?

None of these steps have helped, what else can I do?

Don’t worry, our customer services team are here to help. Please get in touch using the relevant phone number or email address on the Contact us page.

An item I want is out of stock, how can I find out when it comes back into stock?

Unfortunately, there is no way to check this. While our customer service team is always happy to help, they don’t have any further stock information than you’ll find online.

I have not received a confirmation email after I placed my order?

Please sign into Account and click on ‘Your Orders’. If your order has been placed it will show an order number and expected delivery date.

If your order isn’t showing, please check your basket:

  • Items still in there? – Your order hasn’t been checked out. Please just enter your payment details and click ‘place order’.
  • No items in your basket? – Please get in touch with our customer services team using the relevant number or email on the Contact us page.
How do I get a VAT invoice?

Upon request, we aim to email you the invoice for all items within 24 hours.

To get a VAT invoice, just follow these steps:

  1. Select “Account” at the top of the website
  2. Then select “Your 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 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.

What if I think the item might be damaged or faulty?

If your item is faulty or damaged, please take a look at our Returns policy and refunds.

Visit our product support guides and get plenty of troubleshooting tips and answers to FAQs on selected products from the manufacturers.

If that doesn’t solve the problem, please contact customer services using the details on the Contact us page.

How do I return a product?

If you’d like to know how to return an item, please take a look at our Returns policy and refunds.

How do I cancel my order?

You can cancel a Click+Collect order up until you have collected it. You can cancel a delivery order within 15 minutes of placing it.

To cancel your order, please follow the steps below:

  • Go to ‘Your Orders’, find the order and select ‘View order’.
  • On the next page, select ‘Cancel order’.
  • On the next page, just follow the instructions.

If you have any problems, please contact our customer services team on 0800 323 4050 or 0330 123 4050 from a mobile.

How do I change my collection store?

For Click+Collect orders, you can change your collection store within 15 minutes of placing an order. Please follow the steps below:

  • Go to ‘Your Orders’, find the order and select ‘View order’.
  • On the next page, select ‘Change order’.
  • On the next page, just follow the instructions.

If you have any problems, please contact our customer services team on 0800 323 4050 or 0330 123 4050 from a mobile.

How do I change my delivery address?

For Click+Collect orders, you can change your collection store within 15 minutes of placing an order. Please follow the steps below:

  • Go to ‘Your Orders’, find the order and select ‘View order’.
  • On the next page, select ‘Change order’.
  • On the next page, just follow the instructions.

If you have any problems, please contact our customer services team on 0800 323 4050 or 0330 123 4050 from a mobile.

How do I change my delivery date?

Unfortunately, you cannot change your delivery date after placing an order.

Why has my order been refunded/cancelled?

If you’d like to know why this has happened, please contact our Customer Service team using the relevant number or email address on the Contact us page.

Where is my refund?

If you have any queries regarding any refunds which you should have received then please contact the customer services team.

Details for contacting customer services can be found on the Contact us page.

How long will it take to receive a refund?

If you have contacted the Customer Service Centre to arrange a refund back onto your payment card, and we have received the product back at our warehouse, it will usually take 3-5 business days for the refund to appear in your account.

What happens if my Click+Collect order is not collected?

If your order has not been collected 14 days after the item arrives in store; the refund process will be triggered automatically.

How do I return to store?

Items can be returned to store by simply taking them to the Customer Service Desk.

This is the quickest way to get a refund.

If you’d like to know more about how to return an item, please take a look at our Returns policy and refunds.

Please visit Store Locator to find your nearest store.