fact-base-tesco.csv

ID,Topic,Subtopic,Question,Answer
1,Online Grocery FAQs,Delivery and collection basics,Where Tesco delivers to,"We deliver to most UK residential addresses. To check whether we deliver to your address, register your account, visit the grocery homepage, and book your delivery.
If for some reason, we’re unable to deliver to your address, you can still use our Click+Collect service."
2,Online Grocery FAQs,Delivery and collection basics,Delivery and Click+Collect prices,"The standard delivery charge is between £3–£7, depending on location. Click+Collect slot charge is between £0–£2, depending on location.
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 and same day charge."
3,Online Grocery FAQs,Delivery and collection basics,Minimum order value,"A £5 minimum basket charge will be added to delivery orders at the checkout, where the basket value is under our £50 minimum basket value.
You won’t incur this charge in the following situations:
Your final basket is over the £50 minimum basket value.
You make changes to your order after you’ve checked out and the final basket is over the threshold.
If any substitutions are made to your order which result in your basket dropping below the threshold.
If you've incurred the minimum basket charge, you‘ll earn Clubcard points on the charge. This will also apply if you have a Delivery Saver plan – learn more about this below.
The minimum order value for Click+Collect orders is £25 in all stores. If your order is below this threshold, you’ll be charged the £5 minimum basket charge.
You won’t incur this charge in the following situations:
Your final basket is over the threshold for your Click+Collect location.
You make changes to your order after you’ve checked out and the final basket is over the threshold.
If any substitutions are made to your order which result in your basket dropping below the threshold.
If you’ve incurred the minimum basket charge, you’ll earn Clubcard points on the charge. This will also apply if you have a Delivery Saver plan.
It’s all part of the (Delivery Saver) plan
Our subscription-based delivery service reduces the cost of deliveries and collections for your groceries. Depending on which Delivery Saver plan you sign up to, as long as you stay above the minimum basket threshold, orders will be delivered without charge during the times or days outlined in your chosen plan. You can do that once per day for every day your plan is valid.
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."
4,Online Grocery FAQs,Delivery and collection basics,Returning an item,Please see our returns policy.
5,Online Grocery FAQs,Ordering online,Slot times and options,"You can choose to get your shopping delivered between 8am-11pm Monday to Friday and 8am-10pm on Saturday and Sunday. In some stores, we offer 6am or 7am slots.
Visit the book a slot page to see slots available in your area.
Delivery and collection options:
Delivery – standard, next day and beyond have a slot length of 1-2 hours
Standard home deliveries are available 7 days a week
Flexi saver – next day and beyond have a slot length of 4 hours
Our cheaper slots offer a 4-hour time window. On the day of delivery, you’ll receive a text confirming your allocated 1-hour time slot. These are available 7 days a week.
Click+Collect - standard, next day and beyond have a slot length of 1-2 hours
Standard Click+Collect – available 7 days a week
"
6,Online Grocery FAQs,Ordering online,Changing delivery or Click+Collect slots,"You can change your slot up until 11:45pm the night before your delivery or Click+Collect date. Selected stores can help change your delivery slot up until 1pm, for same-day delivery or same-day Click+Collect orders. Please check your order confirmation email for more details.
To change the slot you’ve booked while doing your online shop, go to your basket and select ‘Change your slot’.
If you’re using the Tesco Grocery & Clubcard 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 your orders that are in progress and that can be changed.
If you’re using the mobile app, you can make the same changes from the homepage by selecting ‘Make changes’. You can also do this from the left-hand menu, under ‘My orders’. Select ‘Make changes’, then ‘Change delivery slot’. You can then select a new delivery slot. Finally, tap ‘Update order and check out’ to confirm your new delivery or Click+Collect time.
"
7,Online Grocery FAQs,Ordering online,Updating my delivery and Click+Collect addresses,"To update an address, select ‘My account’, then ‘Phone & address book’. All of your address details should be displayed. Select ‘Add new address’, add your new details and select ‘Save address’ to update. Your new address details will be saved in your address book. Please make sure you select the correct address from your address book when you check out.
If you’re using the Tesco Grocery & Clubcard app, 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’.
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
Once an order has been placed, we can't change the address. The order will need to be cancelled and replaced.
"
8,Online Grocery FAQs,Ordering online,Cancelling an order,"If you're cancelling an order 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. Find your order in ‘Orders due for delivery,’ then select ‘Cancel this order’. Select ‘Yes’ to confirm.
To make an order cancellation via the Tesco Grocery & Clubcard app, select ‘My orders’ from the left-hand navigation and you'll be able to cancel your order from there.
If you're amending your order, you won't have an option to cancel. To cancel your order from here, checkout your order or select 'cancel changes' – this will close the order and allow you to cancel it. You'll receive an email to confirm the order has been cancelled and you will not be charged.
"
9,Online Grocery FAQs,Ordering online,Amending the number of items in my basket,"To adjust the number of items in your basket, select ‘View full basket’. If you’re using our Tesco & Grocery Clubcard app, 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. It may take a moment to update the basket price."
10,Online Grocery FAQs,Ordering online,Guide prices,"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 in-store on the day of your delivery or collection.
Here are some reasons for this:
The price of individual items may be higher or lower than when ordered.
Between placing your order and getting it delivered, there may be new promotions put in place.
We charge loose fruit and veg by weight. So, the final price is based on the ones we pick for you.
Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
"
11,Online Grocery FAQs,Ordering online,Viewing my orders,"If you’re using the website, select ‘My account’ at the top of the page, then ‘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, cancelled orders, and orders awaiting delivery or collection.
If you’re using the Tesco & Grocery Clubcard app, tap ‘My Account’ at the top of the page, then select ‘Orders due for delivery’. This will display the order history for your grocery account. You can also view your last order from the homepage, and previous orders from the left-hand menu under ‘My orders’.
"
12,Online Grocery FAQs,Ordering online,Changing or adding vouchers and eCoupons to my order,"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 and can be changed. Find your order from the ‘My current orders’ section, then select ‘Make changes’. From here you can ‘Change items in basket’.
You won’t be charged for changing your order. 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 in the code
To amend your order using the Tesco & Grocery Clubcard app, 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 onto the website.
"
13,Online Grocery FAQs,Ordering online,Cut-off point for amending orders,"For Click+Collect and home delivery orders, you have until 11:45 PM the night before your collection or delivery to make any changes."
14,Online Grocery FAQs,Ordering online,Leaving notes for my personal shopper,"You can advise your personal shopper on what substitutes to pick if any products are unavailable. You can also leave preferences in a note. For example, if you’d like green bananas rather than yellow.
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 always be possible. For example, if the substitute you prefer is not in stock or if there's no suitable substitute available.
"
15,Online Grocery FAQs,Ordering online,Placing large or bulk orders,"The largest quantity you can order will depend on individual restrictions for each product. Unfortunately, we can’t make exceptions for one-off occasions, as we need to make sure that there are enough products for everyone."
16,Online Grocery FAQs,Ordering online,Favourites and usuals,"Favourites are items that you’ve repeatedly bought in-store and online over the last 13 months.
To delete an item in your favourites:
Log into your account online or in the Tesco & Grocery Clubcard 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, it may 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.

"
17,Online Grocery FAQs,Ordering online,Viewing special offers,"View our 'Special offers' tab to see all the latest offers.
In your 'My Favourites' section, you can also see if there are any offers on the items you've bought recently. Sign in to view 'My Favourites'
"
18,Online Grocery FAQs,Ordering online,How to know my order has been confirmed,"Once you’ve checked out, you’ll receive an email, detailing all the products, quantities, and prices in your order."
19,Online Grocery FAQs,Ordering online,Checking out online,"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. 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.
"
20,Online Grocery FAQs,Ordering online,Booking a delivery or Click+Collect slot,"When you select ‘Book a delivery slot’, you’ll be shown available delivery and Click+Collect slots.
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. If you need more time, you can extend this by a further 2 hours.
"
21,Online Grocery FAQs,Ordering online,Updates to Clubcard point rewards when purchasing alcohol in Northern Ireland,"Due to a legislation change from 6 April, customers will no longer be able to collect Clubcard points when purchasing alcohol in Northern Ireland.
If you have booked your online order prior to 6 April but it’s scheduled to arrive after this date, you will not collect Clubcard points on the alcohol purchased in your order.
"
22,Online Grocery FAQs,Collecting your order and delivery issues,Something's missing from my order,"If there’s an item missing from your delivery and no substitute has been provided, please call our Customer Service team"
23,Online Grocery FAQs,Collecting your order and delivery issues,Checking the status of my delivery,"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 groceries home page 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.
"
24,Online Grocery FAQs,Collecting your order and delivery issues,I've received a damaged item,"If an item is damaged, hand it back to your delivery driver who will process a refund. If you 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."
25,Online Grocery FAQs,Collecting your order and delivery issues,I've received something I didn't order,"Sometimes, one or more of your items may not be in stock when we pick your order. If you’ve chosen to allow substitutions, we will offer a suitable alternative, if this is available. 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 you 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.
If you have purchased an item that’s part of a multi-buy offer or meal deal and we send a substitute that is more expensive, 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.
"
26,Online Grocery FAQs,Collecting your order and delivery issues,Using Click+Collect locations that need a smartphone,"We’re trialling a new way to Click+Collect at a number of locations.
These locations offer three ways to use this service:
Scanning a QR code
Pressing the 'I'm here' button in the Tesco & Grocery Clubcard app
Texting the phone number on the location signage
To use this service, you’ll need to bring a phone which allows you to 'check in' using one of these three methods.
For scanning a QR code, most smartphones can do this through the camera app. For older phones, you may need to download a QR reader app before you collect your shopping.
When you arrive at the collection point, there’ll be signs to let you know how to scan the QR code (or text the phone number if preferred). This will add you to a virtual queue, letting our colleagues know you are waiting.
"
27,Online Grocery FAQs,Collecting your order and delivery issues,How Click+Collect works,Click+Collect is a convenient way for you to pick up your groceries. Book a collection slot at your preferred store and your shopping will be waiting for you in temperature-controlled storage. We’ll then give you an electronic delivery note to sign and a physical receipt.
28,Online Grocery FAQs,Whoosh,About Whoosh,"Whoosh is our rapid delivery service – we’ll aim to deliver from our store to your door within 60 minutes. You can choose from a range of popular products, including fresh food, meal deals, everyday must-haves and baby essentials, household products, and much more.
If you have a tesco.com account, and Whoosh is available in your area, then you're ready to order. If you don't have a tesco.com account, it's easy to sign up – go to tesco.com/groceries and use the 'register' button. Click 'get Whoosh delivery' on the Tesco Grocery & Clubcard app, or 'book a slot' on the tesco.com website and select Whoosh from the options. You will then see an estimate of when your delivery will be arriving. Estimated delivery times will vary based on your store and location. If you don't have a tesco.com account, it's easy to sign up – go to tesco.com/groceries and use the 'register' button.
When you make an online order, we show your basket total as a guide price. You will be charged for your order after the items have been picked. This is because certain products may vary in price, like pre-packed, weighted products, such as meat, poultry and cheese.
After you’ve placed your order, just check the Tesco Grocery & Clubcard app or the groceries home page to see your delivery updates.
As Whoosh orders are delivered within 60 minutes, you can’t change or cancel your order after you've checked out.
"
29,Online Grocery FAQs,Whoosh,Whoosh availability,"Whoosh is only available in selected locations, and we only deliver to addresses within a certain range of the participating stores. We aim to deliver from our store to your door within 60 minutes of you placing an order.
If you’re shopping on the Tesco Grocery & Clubcard app, you’ll see the Whoosh banner at the top of the homepage if this is available in your area. If you’re shopping on the website, you’ll see Whoosh as an option on the ‘book a slot’ page. Clubcard Prices will be automatically applied to qualifying products. Availability of items may differ depending on the store and location.
"
30,Online Grocery FAQs,Whoosh,Minimum spend and charges for Whoosh,"You don’t need to spend a certain amount to place an order. But if your basket is under £15, we’ll charge you an additional £2 on top of our usual pick, pack and delivery charge. The delivery charge does not count towards the minimum spend.
When you make an online order, the total amount is shown as a 'guide price'. 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:
The price of individual items may be higher or lower than when ordered. Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
Whoosh isn’t part of the Delivery Saver plan.
"
31,Online Grocery FAQs,Whoosh,What to expect when you place an order with Whoosh,"As we deliver within 60 minutes, you can’t change or cancel your order after you've checked out.
We use third-party suppliers to deliver your order. After you’ve placed your order, you can check the Tesco Grocery & Clubcard app or the groceries home page to see delivery updates. You’ll be given a time frame when you book your slot based on your chosen Whoosh store. You'll also be able to track your order via text notifications from our third-party suppliers. Depending on the size of your order, we'll deliver by bike, motorcycle or car, and you’ll be sent a link via text to keep track of your order.
For apartment blocks, we’ll try to deliver to the front door of your flat. However, we may deliver to the property’s main entrance if the driver believes it’s unsafe or impractical to deliver to your front door. For business addresses, we’ll deliver to the ground floor communal area/entrance. For hospitals or other public addresses, it is at the rider’s discretion to deliver to the front door or not.
We operate a Think 25 policy, so you may be asked to show ID to prove you are over 18 when purchasing age-restricted products, such as matches, tobacco, alcohol and medicines.
Although we’re removing non-essential bags from online orders, for health and safety reasons we’ll continue to use red plastic bags for meat, fish and some household cleaning products. This helps to keep these products separate from the rest of your shopping.
"
32,Online Grocery FAQs,Whoosh,Maximum item limits,"There isn’t a limit on the number of items, as it’s based on the weight and size of products. We’ll automatically check your basket as you shop and let you know if you need to remove anything."
33,Online Grocery FAQs,Whoosh,Out of stock items,"Sometimes, one or more of your items may not be available when we pick your order, because the item is out of stock, for example. If you find there are items missing from your order (you’ll see a list of the items you ordered on your delivery receipt), please contact Tesco Customer Services to request a full refund for any undelivered items."
34,Online Grocery FAQs,Whoosh,Returning items,"You can return unwanted items to your local store, and we’ll issue you a refund, which will take 3-5 days to show in your account. At the moment, doorstep returns aren’t possible with Whoosh delivery.
Please note, we can’t accept change of mind returns on certain products due to health and hygiene reasons (such as toothbrushes). We also can't accept returns for chilled and frozen products if you've changed your mind after your Whoosh delivery.
You can return other perishable food products to your local store if they're returned within their 'use by' or 'best before' date.
"
35,Online Grocery FAQs,Whoosh,There's a problem with my order,"Delays sometimes happen because of bad weather, unexpectedly heavy traffic or issues with delivery vehicles. If this happens, we’ll call or text you about any delay as soon as we can. You can track the rider via the Tesco Grocery & Clubcard app, or, as we use third-party suppliers to deliver your order, you’ll be sent a link via text to keep track of your order. At times, we may need to suspend the Whoosh service if there are adverse weather conditions. This is to keep our delivery colleagues safe.
If an item is damaged, you can return it to your local store – please bring a copy of your delivery note. We’ll then refund the price of the damaged product. At the moment, doorstep returns aren’t possible with Whoosh delivery.
If there’s an item missing from your delivery, please contact Tesco Customer Services.
If you’re not at home when we arrive, we’ll try to contact you. If we can’t get hold of you, we’ll return your order to your local store and refund you.
For any problems, please contact Tesco Customer Services.
"
36,Online Grocery FAQs,Whoosh,Using my Clubcard with Whoosh,"You'll collect Clubcard points on all the products in your Whoosh order – your Clubcard will be automatically applied at the checkout. For every £1 spent, you'll get 1 Clubcard point. You won't collect Clubcard points on delivery or minimum order value charges. Clubcard Prices will be automatically applied to qualifying products.
You can use Clubcard vouchers and eCoupons for Whoosh orders. Clubcard vouchers have a 12-digit online code that can be used at tesco.com and on the app for Whoosh orders. You can’t use Clubcard vouchers for purchases of baby milk, pharmacy products, lottery tickets, stamps, tobacco, phone cards, and gift vouchers.
"
37,Online Grocery FAQs,Whoosh,I'm not home for my delivery,"If you’re not at home when we get there, we’ll try to contact you. If we can’t get hold of you, we’ll return your order to your local store and refund you."
38,Online Grocery FAQs,Whoosh,Proof of your Whoosh delivery,"You may need to verify your Whoosh delivery with either the last 2 or 4 digits of the phone number you used to order your groceries.
You won’t need to provide your full phone number, just the digits requested.
You’ll receive a text from our third-party courier to let you know your drivers name, estimated arrival time and a reminder for the 2 or 4 digits you’ll need to verify your order.
"
39,Online Grocery FAQs,Whoosh,What to expect when my order is delivered,"If your order contains an age restricted product, you may be asked for ID regardless of your age. The courier will record your date of birth and deliver the goods. Proof of delivery is required for all orders, there are two methods that will be used depending on what your order contains. If your order contains an age restricted product, then a signature will be required. If the order does not contain an age restricted product a photo will be taken of the Whoosh bag(s) on the doorstep."
40,Online Grocery FAQs,Whoosh,Accidental property damage,"In the event of accidental damage occurring to your property, you should contact our Tesco Customer Services. To help with the process, please take photos of the damage that has occurred and note the order number for the delivery where the damage has occurred."
41,Online Grocery FAQs,Whoosh,Credit and debit cards accepted with Whoosh,"You can pay with Visa, Mastercard, American Express, Maestro, Visa Debit, Tesco Bank credit cards and Tesco Bank debit cards.
We’re unable to accept Maestro, Visa Electron, Solo or Tesco gift cards. If you 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 the Clubcard website to find out how.
"
42,Online Grocery FAQs,Whoosh,Privacy and security policies,"We take privacy and security very seriously at Tesco, both on our website and the Tesco & Grocery Clubcard app. We use the latest encryption techniques, featuring Secure Sockets Layer technology (‘SSL’ with Extended Validation 128-bit key certificates) whenever personal or sensitive information, such as payment details, passes from your browser over the internet to our servers. To find out more, you can read our full privacy policy and terms and conditions online."
43,Online Grocery FAQs,Bag-free deliveries,Going bag-free with Click+Collect,"Once you arrive at your chosen collection point, a colleague will retrieve your groceries for you to load into your car. They will be able to offer assistance if needed.
We recommend having bags or boxes ready in your car to unpack your shopping into.
"
44,Online Grocery FAQs,Bag-free deliveries,Getting help with my order,"If you have any special requirements, you can let us know by filling in the delivery notes box on the ‘book a slot’ page. This is currently only available online and not available in the Tesco Grocery & Clubcard app.
Once you’ve added a note and checked out via our website, the note for that delivery address will be saved and we’ll see it every time you shop, whether by website or app.
If you need more time to answer the door or you need assistance unpacking, they’ll be happy to help. Our delivery drivers are now following social distancing guidelines, so they’ll deliver to your doorstep while keeping a 2‐metre distance from you. If you’re vulnerable, disabled or elderly, your driver can still bring your shopping inside, but they won’t be able to enter your home if you’re currently self‐isolating.
"
45,Online Grocery FAQs,Bag-free deliveries,Getting extra time to unpack,"We’ve included extra delivery time at the door for bagless orders, so there is no need to rush your unpacking.
We recommend having your own bags or boxes ready at the door to pack into. If you’ve not got these at the door, don’t worry, there’s always time to grab them.
"
46,Online Grocery FAQs,Bag-free deliveries,Use of red plastic bags with bag-free orders,"Although we’re removing non-essential bags from online orders, for health and safety reasons, we’ll continue to use red plastic bags for meat, fish, and some household cleaning products. This helps to keep these products separate from the rest of your shopping."
47,Online Grocery FAQs,Bag-free deliveries,I'm self-isolating or can't lift heavy bags,"If you’re vulnerable, disabled or elderly, your driver can still bring your shopping inside, but they won’t be able to enter your home if you’re self-isolating.
If you’re not in this category or do not want the driver to enter your home, we recommend having your own bags or boxes ready at the door to pack into.
"
,Online Grocery FAQs,Payment issues and information,Credit and debit cards I can use,"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 online. 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 use your Clubcard vouchers to pay for your order. Go to our Clubcard website to find out how.
"
,Online Grocery FAQs,Payment issues and information,Tesco Payment Wallet,"Tesco Payment Wallet is where you can add or remove multiple payment cards. You'll then be able to use these cards to pay for your Grocery shopping order.
You'll also be able to add a card though the online checkout.
Your payment card details are encrypted, and they’re not stored on your phone.
If you have multiple cards saved, you can set a default card which will be automatically presented first to take payment. You'll have the option to select another payment card that you have saved in your wallet at checkout or manually enter another card.
You can access your ‘Tesco Payment Wallet’ in the ‘My account’ section when you are logged in online at tesco.com or on the Tesco Grocery & Clubcard app. In here, you can add or remove existing cards from your Payment Wallet.
"
,Online Grocery FAQs,Payment issues and information,I've removed a card from my payment wallet after submitting an order,"If you’ve removed a payment card from your ‘Tesco Payment wallet’ on either tesco.com or the Tesco Groceries & Clubcard app and you have an upcoming Grocery order, don't worry, we’ll still take payment from this card."
,Online Grocery FAQs,Payment issues and information,Changing my payment card for an upcoming order,"If you need to update the payment card used on your upcoming order, you can amend your order and change the payment card details at checkout. You will either be able to select a payment card that you have saved in your ‘Tesco Payment wallet’ or you will be able to add another card."
,Online Grocery FAQs,Payment issues and information,Adding a card to my payment wallet using 3DS authentication,"3DS or 3D secure, is an authentication procedure through your card issuer which provides additional security and peace of mind. You’ll be asked to enter some information when paying, that only your bank would be able to validate. Tesco don’t manage this system. If you have had an issue at this stage when trying to add your card to your ‘Payment wallet’, please contact your card issuer in the first instance to resolve."
,Online Grocery FAQs,Payment issues and information,Problems adding a card to my payment wallet,"If you're trying to confirm your order but you're stuck attempting to authorise your card at the 3DS secure stage, please contact your card issuer in the first instance.
If your card issuer confirms the issue is not at their end, please attempt the following:
Remove and re-type your card details
Try a different card
Log out and log back into your Tesco account
Switch to the Tesco Grocery & Clubcard app/website depending on which on you are currently using
If you're still unable to confirm your order, visit our “Contact us” page for further assistance. Please outline the issue you're having, as well as any troubleshooting you've already tried.
"
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",My eCoupon or voucher isn’t working,"If you try to use an eCoupon or Clubcard voucher online 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 in correctly.
Check that the Clubcard voucher/eCoupon is still valid on the day of your delivery
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. eCoupons that are not advertised on the website can be restricted and can only be used by the person they were sent to.
Have you entered more than one eCoupon? Some eCoupons can’t 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, visit our “Contact us” page for further assistance. They'll need to know the error message, the coupon code, and any fixes you've already tried.
"
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",Using vouchers on the website or app,"Clubcard vouchers have a 12-digit online code, and they can be used at tesco.com.
They can’t be used on 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. You can also select your vouchers and eCoupons from your eWallet.

"
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",I forgot to use my vouchers when shopping online,"If you’re shopping on tesco.com, you can add your Clubcard vouchers and eCoupons, even after you’ve placed your order. For more information, go to Changing or adding vouchers and eCoupons to my order."
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",Clubcard Prices not showing in my basket at checkout,Clubcard Prices may not show in your basket or at checkout when you shop online but you’ll still only pay the Clubcard Price. You’ll see the Clubcard Prices on your receipt when your shopping is delivered or collected.
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",Viewing Clubcard Prices on products online,"For online products, we’ll show the regular price and the Clubcard Price."
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",Getting Clubcard Prices if I’m not a Clubcard member,"You have to register for a Clubcard to be eligible for Clubcard Prices.
It’s easy to join and you’ll get other great benefits too! You’ll need to be 18 or over to join. You can either download the Tesco Grocery & Clubcard app from your phone’s app store or you can sign up on the Clubcard website. Then you can start using your Clubcard straight away. Just scan the app at the checkout if you’re shopping in-store. If you’ve signed up for a tesco.com account, we’ll add a Clubcard number to your account when you first check out. So, you’ll get Clubcard Prices automatically online.
"
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",Clubcard Prices terms and conditions,"You’ll need a Clubcard to be eligible for Clubcard Prices. You must be 18 or over to register for a Clubcard. Clubcard Prices are available in-store and online. They are subject to availability. Prices may vary and delivery charges may apply. To qualify in-store, you must scan your Tesco Grocery & Clubcard or tap your Clubcard at the time of purchase. If you’re shopping online, you’ll get Clubcard Prices applied automatically."
,Online Grocery FAQs,"Clubcard Prices, vouchers and eCoupons",About Clubcard Prices,"Clubcard Prices reward our Clubcard members with exclusive deals in-store and online. To get Clubcard Prices, scan your Tesco Grocery & Clubcard app or tap your Clubcard at the checkout. If you’re shopping online, you’ll have a Clubcard number on your account already, so Clubcard Prices will be applied automatically."
,Online Grocery FAQs,Technical issues with registering or ordering,Problems registering a Tesco account,"I’m trying to register for a new Tesco account and it’s telling me my details don’t match
This happens when you already have a Tesco Clubcard account with details that don’t match the ones you’re trying to register with. The existing account could be registered at an old address or in a different name. You could register without a Clubcard and our Clubcard team can link them together at a later date.
I’m trying to register for a new Tesco account and it’s telling me that my Clubcard is already registered
This means that you already have a Tesco account with a different email address. Try logging in with an old email address. If that doesn’t work, you could register for a new account and our Clubcard team can link them together at a later date.
I’m trying to register for a Tesco account but I’m getting a message saying my email address is already registered
This means you already have an account with us. Simply request a password reset and that should solve the problem.
"
,Online Grocery FAQs,Technical issues with registering or ordering,Errors when checking out online,"If you can’t check out, you may see one of the following error messages:
""Sorry, your bank can't validate the details you have provided.""
What it means:
The bank has declined the card, usually this is due to the CVV code being incorrect or the account has been frozen.
What to do:
Please double check the card details are correct, try a different card or contact the card issuer.
""Sorry, your bank are having problems validating your details""
What it means:
The bank has rejected the 3D secure stage information.
What to do:
Please try re-entering your CVV and going through the secure stage again. As this is a banking security stage and not hosted by Tesco, please contact your card issuer if the issue persists.
""Sorry, we had a problem processing your payment.""
""Failed to create order""
""Sorry, an error occurred. Please check the details and try again.""
What it means:
These are issues with the basket or website which can be resolved by some basic troubleshooting.
What to do:
Please try any of the following fixes and checkout again:
Log out, close browser or app, reopen and log back in
Open tesco.com in a private/incognito browser
Try a different device or browser, for example if you are using Google Chrome, you could try using Internet Explorer or vice versa
Try checking out on the app if you are using the website and vice versa
Remove all eCoupons (these can be added back after order has been confirmed)
Turn your router off at the wall, wait 10-15 seconds, and turn it back on
You may need to refer to your browser's help and troubleshooting guide for reference.
If the issue persists, visit our “Contact us” page for further assistance. Please outline the issue you're having, as well as any troubleshooting you've already tried.
"
,Online Grocery FAQs,Technical issues with registering or ordering,Problems amending my basket,"Please try the following troubleshooting methods to help resolve this issue:
Log out, close your browser / app, re-open and log back in
Remove your address and re-add it
Uninstall and re-install the app
Open tesco.com in a private or incognito window
Open tesco.com in a different browser (e.g. if you are using Internet Explorer you could try Chrome or vice versa)
If you are using the app, try switching to the website or vice versa
You may need to refer to the help and troubleshooting guides for your device/browser for reference
If the issue persists, visit our “Contact us” page for further assistance. Please outline the issue you're having, as well as any troubleshooting you've already tried.
"
,Online Grocery FAQs,Technical issues with registering or ordering,Oops...It looks like something is not right,"If you receive the Gingerbread man error message which says ""Oops.. It looks like something is not right"" this means you're accessing the website from outside the UK. Our website is only available from devices within the UK."
,Online Grocery FAQs,Managing my account,Unsubscribing from mailing lists,"To unsubscribe from Tesco emails, log in to your account on tesco.com. Select ‘My account’, then select ‘Marketing communications’ under ‘Settings’. Select the appropriate box and ‘Save changes’."
,Online Grocery FAQs,Managing my account,Updating my details,"To update your personal details, log in to your account on the website and 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 any orders.
Please be aware that you can’t 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 cut-off time and create a new one. 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.
"
,Online Grocery FAQs,Managing my account,Changing an existing password,"To change your password, log in to your account on the website. Select ‘My account’, then select ‘Change password’'. Type in your current password, then choose your new password. Re-enter new password and select ‘Save changes’."
,Online Grocery FAQs,Managing my account,Forgotten password,"If you're having trouble logging in and get the error message ""Unfortunately we do not recognise those details"", this means the information you have provided does not match what we have for your account. Please double check your email address and password are correct.
If your email address is correct but you're not sure about the password, click ""I've forgotten my password"" and re-enter your email address to send a link straight to your inbox to reset your password. It may go into junk/spam folders.
"
,Online Grocery FAQs,Managing my account,I'm told my email's not registered when I request a password reset,"This means that we don’t have an account with that email address registered. If you think you’ve registered before, try a different email address. If that doesn’t work, register for a new account or you can contact our Clubcard team."
,Online Grocery FAQs,eCDNs – electronic customer delivery notes,Switching from Paper to Email Receipts,"To reduce paper use, we're sending out electronic delivery notes with your usual order summary email. This means you can see changes to your order before it's delivered. You may continue to get a paper delivery note from your driver until email receipts are available from the store you order from. The email receipt will only be sent to the registered email account of the person placing the order."
,Online Grocery FAQs,eCDNs – electronic customer delivery notes,I haven't received my eCDN,"Email receipts are sent after payment has been taken for your order. If your order is in the evening, we would expect the receipt to arrive in your inbox close to your slot starting. Sometimes email providers can send our emails to junk/spam folders, so be sure to check all folders in your inbox.
We also offer digital receipts in the Tesco Grocery & Clubcard app if you already receive email receipts.
If you haven't received your email receipt after 24 hours, and it’s not in the app, please visit our “Contact us” page for further assistance.
"
,Online Grocery FAQs,eCDNs – electronic customer delivery notes,Unwanted substitutions on eCDNs and why we have to deliver them,"No, you won’t be able to cancel the item. If you don’t want a substitution, wait for your delivery and return the item to your driver for a refund. Please be assured, you’ll never be charged extra for a substitution, even if it’s more expensive than the product you chose."
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Minimum unit pricing,"The Minimum Unit Price sets a price point below which a unit of alcohol cannot legally be sold by retailers in Scotland or Wales. It has been implemented by the Scottish and Welsh Governments to reduce alcohol consumption and related harm.
This means that some alcoholic beverages are priced higher in Scotland and Wales than elsewhere in the UK because retailers are legally required to price alcoholic beverages above the Minimum Unit Price threshold.
"
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Tesco prices compared with other retailers,"The Scottish Government introduced Minimum Unit Pricing into legislation to reduce alcohol-related harm. This means from 2 March 2020 all retailers are legally required to follow the Minimum Unit Pricing legislation on alcohol. Wherever possible, our prices will remain competitive, and we will continue to focus on offering quality products. Visit mygov.scot for more information.

"
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Products with no price increases,"Some alcohol products were already priced above the minimum threshold, so no further increase was necessary to fall in line with the Minimum Unit Pricing."
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Why large beer and cider packs are no longer available,"The decision was taken to remove large packs of beer and cider from the Scottish and Welsh ranges because the minimum price of large packs would make them much more expensive for customers. Instead, we have introduced mid-sized packs, so the entry price is lower."
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Calculating minimum unit pricing,"The formula used to calculate minimum unit pricing is, price per unit of alcohol (£) x strength of alcoholic drink (ABV) x volume of alcoholic drink (L) = £. Where it’s not a whole number, any calculations must be rounded up to the nearest penny, as rounding down would make it below Minimum Unit Pricing. You can check this Minimum Unit Pricing calculator for more details.
More details are available on the Welsh Government website.
"
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Why only certain prices have increased,"We have only increased the prices of alcohol products that were below the Minimum Unit Pricing, as required by law. When you receive your delivery or collect your order, if you're unhappy with any price increase on top of your item’s original guide price, you may refuse the item and we'll provide a full refund for that item."
,Online Grocery FAQs,Alcohol rules and regulations in Scotland and Wales,Minimum unit pricing for the rest of the UK,Minimum Unit Pricing rules have now been introduced by the Governments of Scotland and Wales. We are not currently aware of any plans to introduce Minimum Unit Pricing elsewhere in the UK.
,Online Grocery FAQs,Oban islands orders,How to order,"The booking process is slightly different when ordering from the Oban islands. To access these slots, please follow the instructions below:
Go to our slot booking page and choose Click+Collect.
Please choose an available slot at the location ‘Oban Islands Click+Collect THIRD PARTY’.
This order will need to be collected from the Oban Tesco store. Please arrange for this to be delivered to your home, by separately arranging onward delivery with a third party courier.
Where you arrange a third party courier to collect the order from the Oban Tesco store:
Please see the relevant third party website for delivery dates to your location and select the day before you require the order, as there will likely be a 1-day delay.
Please add the courier company and driver’s name in the collection instructions box.
If you're collecting in person, please book a Click+Collect slot via the Oban Superstore location.
"
,Online Grocery FAQs,Oban islands orders,Delivery charges,"Where you're arranging delivery with a third party courier company, you’ll need to pay their delivery charge. However, Tesco won't charge you for picking and packing your order."
,Online Grocery FAQs,Oban islands orders,Terms and conditions,"If you arrange for someone else, such as a third party courier, to collect your shopping for you, Tesco doesn’t accept any liability for the transport of your shopping once it’s been collected from us. By making your order and nominating a third party to collect it, you’re confirming that you agree to us handing over your shopping to your named third party, who will complete the onward delivery for you."
,Online Grocery FAQs,Product specific information,Temporary sunflower oil changes,"The war in Ukraine has affected supplies of sunflower oil. To allow food products made with sunflower oil to remain on sale, the Food Standards Agency (FSA) and Food Standards Scotland (FSS) have advised producers to replace sunflower oil with other vegetable oils, such as refined rapeseed oil, without changing labels.
The FSA/FSS have advised that allergic reactions to rapeseed oil are very rare.
We are changing our labels as quickly as possible but some foods products which usually contain sunflower oil may instead contain refined rapeseed oil.
Further advice is available on: FSA Advice on Sunflower Oil and FSS Advice on Sunflower Oil. These changes will come into effect immediately.
"
,Online Grocery FAQs,Product specific information,How to know which products have had sunflower oil replaced,"We have a range of products that contain sunflower oil as an ingredient, so it’s not possible to provide details of individual ingredient changes. We will update Tesco own-brand labels as soon as possible to indicate any change in vegetable oil or nutrient content of a product. For branded products, please contact the manufacturer for more information."
,Online Grocery FAQs,Product specific information,Products that still contain sunflower oil,"Some longer shelf-life products will contain sunflower oil for some time. Once sunflower oil is no longer available, it will be replaced by rapeseed oil or an alternate vegetable oil."
,Online Grocery FAQs,Product specific information,Nutritional effects of replacing sunflower oil,"For most products, there will be very little difference in the nutrient content of sunflower oil or rapeseed oil. If other vegetable oils richer in saturated fat are used, we will update our labels to reflect any change in nutrient content of the product as soon as possible."
,Online Grocery FAQs,Product specific information,Safety and allergy issues of replacing sunflower oil,"The FSA/FSS have reviewed the food safety risk of substituting sunflower oil with refined rapeseed oil and confirmed it’s very low. They have advised that allergic reactions to rapeseed oil are very rare and, if they do occur, are mild.
Customer safety is very important to us, and we will comply with all food safety guidelines. Allergens will always be clearly highlighted in bold on the label of Tesco own-brand foods. If the allergens in a product change, we will always update the ingredients list and add an ’Allergy Update’ logo to the front label.
"
,Online Grocery FAQs,Product specific information,Updating labels when products have sunflower oil replaced,"In line with the Food Standards Agency/Food Standards Scotland (FSA/FSS) and DEFRA recommendations, we’ll be making customers aware of the changes to sunflower oil in-store and online.
Where it’s not possible to change the ingredients lists on labels immediately to indicate the presence of rapeseed oil, you may instead see ’Rapeseed Oil’ printed on the packaging. We will update our labels as soon as possible.
"
,Online Grocery FAQs,Product specific information,Changes to Luxury Soft 9-pack toilet rolls,We've changed our Tesco Luxury Soft 9-pack toilet rolls to 6-pack long rolls. This means there's 50% more sheets per roll and reduced packaging. You'll still get the same number of sheets as the previous 9-pack and the same great value.
,Online Grocery FAQs,Ratings and reviews,Approval and publishing process,The process for reviews to be published generally takes between 2 to 4 working days. Please refer to our Terms and conditions.
,Online Grocery FAQs,Ratings and reviews,Publishing rules,"Reviews which aren’t following the below review guidelines will not be published:
Personal information. Never include home addresses, email addresses or phone numbers.
Any offensive or discriminatory language.
Information about other websites or companies.
Information about price (because prices might change over time)
Customer service issues – please contact our Customer Service team with these.
Please also refer to the Terms and conditions page for content agreement between Customers and Tesco.
"
,Online Grocery FAQs,Ratings and reviews,Deleting my review,"If you’ve shared reviews on our websites, you’ll be able to see a delete link below your review. We’ll delete the review from the Tesco website after 2 hours."
,Online Grocery FAQs,Ratings and reviews,Reporting a review,"The report button below a review allows you to report any reviews you feel are inappropriate. This review will then be flagged and re-assessed. If it’s inappropriate, it’ll be removed from the website."
,Online Grocery FAQs,Ratings and reviews,Syndicated reviews,"These reviews are existing customer reviews submitted on supplier websites, which may be part of a promotion. They’re recognisable from the tag 'Review from' and the brand name.
These reviews can help you to make better informed decisions on your purchase.
"
,Online Grocery FAQs,Accessibility,"Accessibility online
","We try 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.

"
,Online Grocery FAQs,"Terms and conditions


","Full standard terms and conditions


","Please take a look at our full terms and conditions.
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.
"