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Minimum basket charge
What is the minimum basket charge?
What is the minimum basket charge?

The minimum basket charge is a £4 charge that's added to all online orders where the basket value* is under £40. It only applies if your basket total is under £40 when you complete your online checkout. If you come back to amend your order, the minimum basket charge will only remain / be added if your basket is still under, or has fallen under £40 when you re-submit your order. 

If your basket is under £40 when you checkout, the minimum basket charge applies whether you're shopping on desktop, mobile, or tablets and whether your shopping is being delivered to your home (whichever delivery slot you've selected), a store or another location.

Don't worry though, if Tesco make substitutions, or you refund a product(s) and your order total then drops under £40, you won't be charged. Equally, if your whole order is refunded for any reason, the minimum basket charge will be refunded at the same time.

To avoid the minimum basket charge, just make sure your basket total is £40 or more when you complete your checkout. 

You will earn Clubcard points on the minimum basket charge. When you checkout, if you've incurred the charge, your additional points will be added there and then

 

* consisting of the items in the basket, including promotions, but excluding coupons, vouchers, discounts and service charges

How to shop
Booking a slot
How do I book a slot?

You can book a slot at any point in your shopping trip by selecting ‘Book a slot’ on the homepage or within the left hand menu on any page. You can also book a slot after you’ve finished shopping, and have tapped to check out.

How long can I reserve a slot for?

You can reserve a slot for up to 2 hours before you will need to check out. You can also make changes to your order up until the night before your collection or delivery.     

How do I make changes to my slot?

You can change your slot up until the night before your collection or delivery date, whilst shopping or once you have checked out.

 

 

  • Whilst you are shopping

Navigate to 'Book a slot,' select 'remove your slot reservation' and choose a new slot

 

 

  • After you have checked out

 

1. Navigate to 'My Orders' and select 'Make a change to this order'

2. Choose 'Change your contact details and the slot' and select a new slot

Can I order to a different address?

You can add or change your delivery address via My Account, when you're booking a slot, or when you've finished shopping your order and have tapped to check out. It is best to do this before placing your order to ensure you see the right range of products available for you to order.

 

Please note that if you've checked out and wish to change the address, you'll need to contact our customer services team

Searching for products
How do I search for a product?

Tap in the name of the product into the search area found at the top of every page and we'll display the nearest matching products or suggest alternatives.

 

You can also search by category - just select 'shop' from the homepage or left hand menu on all pages.

How do I view items in Favourites and My Usuals?

Favourites are items you've bought in store or online. Usuals are items you regularly purchase online.

 

You can access your Favourites directly from the homepage or within the left hand menu on all pages. Your Usuals are found within the Favourites page.

 

You can either add all items from your Favourites and Usuals to your basket, or individually, one by one. You'll also be able to filter by special offers.

How do I sort and filter products?

You can sort the products shown in your search results by 'New,' 'Special Offers' or 'Favourites.' You'll also be able to filter by type e.g. if you've searched for bread you'll receive filter options such as 'white bread' or 'seeded bread.'

 

If you're viewing items within your Favourites and My Usuals you'll be able to sort them by special offers.

My basket
How do I add or remove items from my basket?

 

  • Adding items

Select the quantity or weight of the item you'd like and tap 'add'

 

You can also add items to your basket from your Shopping Lists, Favourites and Usuals. To add all items tap 'select all' and then 'add selected.' To add specific items select them one by one and then tap 'add selected.'

 

 

  • Removing items

You can remove items from your basket by tapping 'Remove' next to the item in the basket. To change the quantity or weight of items just make the change and tap 'Update.'

How do I empty my basket?

To empty your basket, just tap on your basket and navigate to the bottom. The 'Empty Basket' link is situated underneath the 'Continue Shopping' and 'Checkout' buttons

How do I delete items from my Favourites?

Navigate to Favourites, select the items you wish to delete and tap 'Delete Selected.' If you want to delete all items then choose 'Select All' and then 'Delete Seleted.'

I'm having issues adding and removing items from my basket

If you're having issues adding or removing items from your basket then try deleting your cookies and cache and try again. Information on how to do this is found within your phone's settings. if you're still having issues then please contact us.

Shopping lists
How do I find my shopping lists?

To see shopping lists you have already created navigate to 'Favourites' and select 'Shopping Lists.' You'll see your lists as a drop down and can add them straight to your basket. You can either add the whole list or items from it. You'll also be able to rename or delete your lists.

How do I create a shopping list?

To create a shopping list follow the below steps -

1. Navigate to 'Favourites'

2. Select 'create new list'

3. Name your list and tap 'create'

 

You'll now be able to add products to this list.

How do I add or remove items from a shopping list?
  •  Adding items

To add an item to your shopping list tap 'save to shopping list' next to the item and choose the list you wish to add it to. To add your whole basket just navigate to your basket and select 'save basket to shopping list.'

 

You can also add items to a shopping list from your Favourites and Usuals. To add all items tap 'select all' and then 'add selected.' To add specific items select them one by one and then tap 'add selected.'

 

  • Removing items

1. Navigate to shopping lists, which are found within Favourites

2. Choose the list you want to view

3. Select the items you want to delete and tap 'Delete Selected'

If you want to delete all items choose 'select all' and then 'Delete Selected'

Access to other Tesco services
Finding my nearest Tesco store

Store Locator is found on the homepage and within the left hand menu on all pages. Tap in your town or postcode and any filters you wish (e.g. pharmacy, click and collect.)

 

If you've got GPS turned on then we'll be able to find your nearest store from your location.    

Accessing other Tesco services

You can access the below Tesco services from your mobile. Just tap the one you wish to visit - 

Clubcard

Clothing

direct

Phone Shop

Real Food

Tesco Bank

Wine by the case

Downloading the Tesco Grocery app

Download the Tesco Grocery app to your Android smartphone or iPhone

Download the iPhone app

Download the Android app

Accessing the full Tesco.com website

If you want to access the full website then please click 'View full Tesco.com site' at the bottom of the page.

Order and delivery
Making changes
How do I add or remove items from my order?

Follow the steps below to add or remove items from your order - 

1. Tap 'My Orders' from the homepage or left hand menu on all pages

2. You'll see a list of all your pending orders

3. Find your order and tap 'Make a change to this order'

4. Tap 'Continue to shop for the order'

How do I cancel my order?

You can cancel orders up until the night before your delivery is due. Follow the steps below to cancel your order -

1. Tap 'My Orders' from the homepage or left hand menu on all pages

2. You'll see a list of all your pending orders

3. Find your order and tap 'Make a change to this order'

4. Tap 'Cancel this order' and then 'Yes' to confirm

How do I change my slot?

You can change your slot up until the night before your collection or delivery date, whilst shopping or once you have checked out.

 

Whilst shopping

1. Navigate to 'Book a slot'

2. Select to cancel your slot and then choose a new one from the list

 

After you have checked out

1. Navigate to 'My Orders' and tap 'Make a change to this order'

2. Now choose 'Change your contact details and the slot'

3. Select a new slot

How do I change my collection or delivery address?

You can change your collection or delivery address when shopping via the 'Book a slot' page, or when you've finished your order and go to check out.

 

If you've already checked out and want to change the address then you'll need to contact our customer services team. 

Substitution and picker notes

Unfortunately we don't have this functionality just yet on our mobile website. If you do want to specify substitutions or add picker notes to your order then you'll need to visit our main website.

Adding delivery instructions

Unfortunately you cannot add delivery instructions just yet on the mobile website. Please visit the 'Book a slot' page on the main website where you will be able to add delivery instructions.

Viewing my orders
How can I see my order history?

You can see your order history for the last 4 weeks within 'My Orders.' You'll be able to view orders that you're currently shopping, pending orders, and cancelled orders.

 

How can I see what items i've ordered?

Items you've ordered will be shown within 'My Orders,' which is found on the homepage and within the main menu on all pages. Just tap 'order details' and 'view products ordered' next to the order you wish to see.

How can I check my delivery or collection time?

Tap on ‘My Orders’ and then ‘view products ordered.’ You'll be shown the delivery date and time and the address it’s going to or being collected from.    

My delivery
What if my delivery is late?

We try our very best to inform our customers of any potential delay as soon as possible. However, occasionally delays can occur which are often beyond our control.

You should receive a call to inform you about the late delivery. If you don't then please contact Customer Services.   

 

What happens if I am not in when the driver arrives?

The driver will leave a card with the date and time they called. Please contact the number on the card to arrange a second delivery, which will be subject to a second delivery charge. The driver will leave a card with the date and time they called.

Please contact the number on the card to arrange a second delivery, which will be subject to a second delivery charge.

My grocery order has items missing

We are sorry if there are missing items from your grocery order. Please fill in our items missing form using the notes section to detail the problems or queries you have with products you have received.

Please contact our Customer Services team if your query relates to more than 5 products.

I have unwanted/damaged items

Your driver should announce all substitutions and out of stock items. If you recive a substituted item that you do not want to keep, you can return it to the driver and they will make arrangements to refund your payment card for the unwanted item.

 If you receive any damaged items, please fill in our Contact Us form using the notes section to provide as much detail as possible about the products you have received.

I haven't received my discounts

We are sorry that you have not received your discounts. Please fill in our Contact Us form providing us with you order number and information about the discounts you expected to receive so that we can investigate this problem on your behalf. 

The price is different from the guide price

The prices on our Grocery website are guide prices only. The actual price you pay is the price charged in store when your order is put together for delivery. This is because:

* The prices of some products may vary between when you place your order and when it is delivered

* Your Personal Shopper may weigh items like fruit and vegetables or pick pre-packed weighed items like meat, poultry and cheese. This means the price will vary slightly in store from what is on the website

* Sometimes the products ordered are not available. When this happens we will always try to offer you a substitute product and we price match our substitutions so if we have substituted a more expensive product than the one you ordered we will only charge you the price of your ordered item (Substituted products for link-save and multi-buy offers such as Buy One Get One Free and Meal Deal offers are not included.)

Any special offers i.e. 'Buy One Get One Free' are highlighted in your website basket, and will be deducted from your bill on the day of your delivery if the offer is still applicable.

 

All prices are expressed inclusive of any VAT payable unless otherwise stated.

 

When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable

What is the minimum basket charge?

The minimum basket charge is a £4 charge that's added to all online orders where the basket value* is under £40. It only applies if your basket total is under £40 when you complete your online checkout. If you come back to amend your order, the minimum basket charge will only remain / be added if your basket is still under, or has fallen under £40 when you re-submit your order. 

If your basket is under £40 when you checkout, the minimum basket charge applies whether you're shopping on desktop, mobile, or tablets and whether your shopping is being delivered to your home (whichever delivery slot you've selected), a store or another location.

Don't worry though, if Tesco make substitutions, or you refund a product(s) and your order total then drops under £40, you won't be charged. Equally, if your whole order is refunded for any reason, the minimum basket charge will be refunded at the same time.

To avoid the minimum basket charge, just make sure your basket total is £40 or more when you complete your checkout. 

You will earn Clubcard points on the minimum basket charge. When you checkout, if you've incurred the charge, your additional points will be added there and then

 

* consisting of the items in the basket, including promotions, but excluding coupons, vouchers, discounts and service charges

Payment and checkout
My payment
What credit/debit cards do you accept for payment?

We accept the following methods of payments:

Visa, Mastercard, American Express, Maestro, Visa Debit, Clubcard Plus and Tesco Bank credit cards. We are unable to accept Maestro cards for Delivery Saver payments and we do not currently accept Visa Electron 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 allow you to shop online with us.

I want to change my payment details

You can change your payment details when you go to check out or within 'My Account.'

 

Checkout

On the payment page just enter your new card details. If you wish to save them for next time just tick the box that says 'Store my card details for next time.‘

 

My Account                                                                       

Under 'Your account details' select 'Your payment card details,' enter your new card details and tap 'Confirm.' 

Information on the guide price

The prices online are guide prices only. The actual price you pay is the price charged in store when your order is put together for delivery. This is because:

 

* The prices of some products may vary between when you place your order and when it is delivered

* Your Personal Shopper may weigh items like fruit and vegetables or pick pre-packed weighed items like meat, poultry and cheese. This means the price will vary slightly in store from what is online

* Sometimes the products ordered are not available. When this happens we will always try to offer you a substitute product and we also price match our substitutions - if we have substituted a more expensive product than the one you ordered we will only charge you the price of your ordered item. (Substituted products for link-save and multi-buy offers such as Buy One Get One Free and Meal Deal offers are not included)

Any special offers i.e. 'Buy One Get One Free' are highlighted in your website basket, and will be deducted from your bill on the day of your delivery if the offer is still applicable

All prices are expressed inclusive of any VAT payable unless otherwise stated.

When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable

What is the minimum basket charge?

The minimum basket charge is a £4 charge that's added to all online orders where the basket value* is under £40. It only applies if your basket total is under £40 when you complete your online checkout. If you come back to amend your order, the minimum basket charge will only remain / be added if your basket is still under, or has fallen under £40 when you re-submit your order. 

If your basket is under £40 when you checkout, the minimum basket charge applies whether you're shopping on desktop, mobile, or tablets and whether your shopping is being delivered to your home (whichever delivery slot you've selected), a store or another location.

Don't worry though, if Tesco make substitutions, or you refund a product(s) and your order total then drops under £40, you won't be charged. Equally, if your whole order is refunded for any reason, the minimum basket charge will be refunded at the same time.

To avoid the minimum basket charge, just make sure your basket total is £40 or more when you complete your checkout. 

You will earn Clubcard points on the minimum basket charge. When you checkout, if you've incurred the charge, your additional points will be added there and then.

*consisting of the items in the basket, including promotions, but excluding coupons, vouchers, discounts and service charges

Checkout
Errors appear when I try to confirm my order at the checkout

If you can't checkout, you may see one of the following error messages. Follow the below steps to resolve the issue -

 

 

Sorry the card number you have entered is invalid

Please make sure you are using a valid card type and entering the card number correctly and without spaces. Please also be aware that Tesco does not accept Visa Electron or Solo cards

 

The security code on your card is invalid

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 

 

Expiry date on your card is invalid

If your card expires at the end of the current month it may not verify, as it will expire before we take payment. We will not be able to verify your new card, as it will not 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 do not 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 does not work then please delete your browsing history, cookies and cache in case these are causing the issue. These are normally found within your phone settings

 

Your card has not been authorised

Please contact your bank to resolve this. If they cannot help please refer to your phone settings to delete your browsing history, cookies and cache in case these are causing the issue.

 

If you are still experiencing issues then please contact us.

Coupons and vouchers
How do I add coupons and vouchers?

Complete your shop as normal and then tap to checkout. At the bottom of the payment page is a section where you can enter your Clubcard voucher or eCoupon code.

 

You'll also be shown a list of available coupons. Ones that are valid for you to use will be highlighted. Tick the box to use.

My coupon or voucher does not work

If you enter an eCoupon or Clubcard voucher and it isn't accepted, you will receive an error message. Try the following options to resolve your issue -

1. Re-enter your Clubcard voucher / eCoupon code, making sure you've not made a typing error.

2. Check that the dates of the Clubcard voucher / eCoupon are still valid.

3. Check whether your eCoupon depends on you buying a certain product or spending a minimum amount of money - have you met these criteria?

4. Have you used the eCoupon the maximum number of times?

5. 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.

6. 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.

7. Is the eCoupon you've entered for a different warehouse? eCoupons are always specific to and may only be used in a particular warehouse.

 

If you are still experiencing issues please contact us

My Account
Registration and sign in
I have forgotten my password

If you have forgotten your password follow the steps below -

 

1. Tap to Sign In

2. Tap on 'Forgotten your password?'

3. Follow the on screen instructions and an email containing information and a link to reset your password will be sent to the email address that you registered on Tesco.com with. Please tap on the reset link only once.

 

Please note that it may take a little while for your password reset email to arrive, so please do not request it again during this time

I am having trouble signing in

If you have changed your email address recently you may need to update your account details. Sign in using your old email address and password and tap the 'My Account' link at the bottom of the page to update your details.

 

 

If you've forgotten your password then just click ‘Forgotten Password?’ on the sign in page and follow the instructions.

I am having trouble registering

1. If you receive the error "Your Clubcard is already registered" or "Your email address has already been registered," you are already a Tesco.com customer.

 

Tap ‘forgotten your password?’ to reset your password. 

 

2. If you receive an error stating, "Your Clubcard has not been registered yet" you’ll need to register your Clubcard. Please allow 24 hours for your card to be registered on the Clubcard system. Or, return to your registration and we will allocate a virtual Clubcard.

 

3. If you receive an error stating "the postcode is invalid" please ensure the postcode you have entered is a recognised UK postcode. A common mistake is using the letter "o" instead of the number "0". Check your postcode with Royal Mail.

How do I update my personal details?'

To update your personal details follow the below steps - 

1.Tap 'My Account' (found at the bottom of the page)

2.Select 'Your contact details'

3.All your personal details will display.

4.To make changes, just enter your new details into the box and tap 'confirm'

How do I change my home address?

1.Tap 'My Account'

2.Select 'Your contact details'

3.Your home address details will display

4.To change your home address, enter your postcode in the box and tap 'continue'. Choose the correct address and tap 'confirm new address.'

 

Your new address details will be saved as your home address in your address book.

Updating my details
Updating my details

If you want to update your personal details then you’ll need to access your Account on the website to do this.

 

If you want to update your delivery address, payment details or contact number for your delivery then you can do this within the app.

 

You can change your delivery address when you go to book a slot and your payment details and contact number when checking out.

Clubcard
How do I check my Clubcard points?

You can check the balance of your points on the Clubcard site, via the ‘My Clubcard Account’ section.

How do I change the Clubcard number used for my online shopping?

You can change this via My Account. Select ‘Your Clubcard details’, enter your new number and tap 'confirm.'

How do I view or update my Clubcard details?

Go to the Clubcard site and tap on the 'My Clubcard Account' link. Follow the instructions on screen to update your details.

Tesco Groceries

This option will take you to a different site. To return to the Grocery website use the back key on your mobile browser.