Ocado help / Orders

Can I place my order over the phone?

No. We are an internet company so your orders must be placed through the Ocado web site.

Where can I find my order details?

Your order information is located under the 'Favourites' tab and can also be accessed from the 'Orders' link at the top of the page.

How do I save my order as a shopping list?

Once you have added items to your trolley a button named 'save to shopping list' will appear at the bottom of your trolley.

How do I know when my order has been placed correctly?

You will be presented with an order confirmation page confirming that your order has been placed. You will also receive an e-mail from Ocado confirming your details.

Please note: AOL customers may not always receive our e-mails due to junk filters that may be in place.

How do I make changes to my order?

  1. go to Orders
  2. click the order you wish to amend
  3. click 'Edit this order' - the order will then appear in your trolley
  4. make the required changes
  5. complete checkout to finalise the changes

How do I cancel an order?

  1. go to Orders
  2. click the order number you wish to cancel
  3. click 'cancel order'

Should you wish to cancel the order after the cut-off time you will need to contact our Customer Services Team on 0845 399 11 22

What happens if I do not have time to finish my order?

Your chosen delivery time is held for 60 minutes before you need to complete the checkout process. If you have not completed checkout in this time your delivery time will expire and you will need to book a new one.

How do I re-order using a previous order?

  1. go to Orders
  2. click the order you wish to cancel
  3. click 'shop from this order'
  4. you can either 'Add all' or choose individual items to add to your trolley

If you need to try and cancel your order on the day of delivery please contact a member of our Customer Services Team on 0845 3991122, who will advise you of any associated charges (cancellation fee of £25).

How do I get a copy of my receipt?

  1. go to Orders
  2. click the relevant order
  3. click 'request receipt'

You will be sent a copy of your receipt by e-mail.

How can I get a refund for damaged or missing items?

  1. go to Orders
  2. click the relevant order
  3. click 'refunds' (Note: This feature is only available once the delivery hour has passed and for a period of 24 hours thereafter)
  4. select the products that are either missing or damaged and continue

Once you have completed the refund request, we will investigate and confirm back to you by e-mail as to whether the request has been successful.

When is the latest time I can make amendments to my order?

You may amend your order at any time prior to the following cut off times:

If your question or issue is not answered here, you can still contact us