Ocado help / Products

How do I find products?

By Category
Products are arranged into categories which you can look through by choosing a tab and following the links that appear
Product search
An alternative to this is to simply type the name of the item you are looking for into the product search box
Favourites
If you have already shopped with Ocado before, we can show you the products you've bought before
Offers & Ideas
We have collected together recommendations, helpful lists of products and special offers

How do I find special offers and promotions?

You get access to many of the special offers that you will find in Waitrose stores, along with a selection of offers, which are specific to Ocado. You will find these in several places:

How do I add items to my trolley?

Wherever you see an 'add' button you can click this to add the corresponding item to your trolley. To change this quantity, use the plus and minus buttons in your trolley.

What do the different product symbols mean?

The majority of products we stock have pictures. All products have a full description, price weight or quantity. We have also included some handy symbols to help you as you shop:

What are substitute products?

We endeavour to deliver all your chosen items to you, but if for any reason we are unable to supply you with a particular line, we will offer you a suitable alternative if one is available. You will be made aware of this when your delivery arrives. If you are not happy with the alternative product, simply return it to your delivery person, and your bill will be recalculated instantly. If there is something else you would like to return after we've gone, call our Customer Service Team on 0845-399-1122

How do I find groceries suitable for special diets?

The majority of our products have "back of pack" information. This shows information such as "suitable for special diets". To find this information simply click on either the product image or product name. Please read the disclaimer in this information.

What does it mean by "you add 3rd free"?

If the product is on promotion, add the 3rd item to your trolley and you will not be charged for it. It works as though you were in a supermarket and going to the aisles. You add the item and we make sure you are not charged when checking out the order.

How much wine and what wine do I use with the recipes?

When adding wine to a recipe it is always at the customer’s discretion.

How do I return something I am not happy with?

When your delivery arrives, the delivery driver will go over everything with you. If there is anything in your order that you are not happy with, hand it back and your bill will be recalculated instantly. If there is something else you would like to return after we've gone, call our Customer Services Team on 0845-399-1122.

Why is a typical price given for some items? Why does the total price on my delivery invoice differ from the estimated total price given to me at the time of ordering? What is a catch-weight item?

Certain items (also known as catch-weight items) are priced according to the exact weight of the item delivered to you. The website shows the price per kilogram, the minimum and maximum weights for the item and the typical price per item (i.e. the price of the mean weight of the selected item). This means that the price for the item delivered to you (as set out in the delivery invoice) may differ from the typical price. Similarly, as the typical price is used to calculate both the estimated total price for your trolley at the time you make your order and the estimated total price set out in the order confirmation e-mail, the price charged for the total cost of your order (as stated in the delivery invoice) may also differ from the estimated total price.

In addition, in a very small number of instances as a result of supplier-led price changes which historically happen on average twice a year, there may be a change in the price/kg between the time your order is placed and the time the catch-weight item is weighed and priced by the supplier. The weight and price information is entered by the supplier on a barcode included on the packaging for each item, and therefore the price charged to you for that item will be the price in force at the time the supplier delivers that item to us. It is worth noting that for the approximately 98.5% of items which are not catch-weight items, we operate a pricing mechanism which cancels out any subsequent price changes and automatically charges you the price that was shown on the website at the time you placed your order.

How do you pack my groceries?

At Ocado, we have detailed product segregation rules that dictate how we pack your groceries. These rules are designed to ensure damage and product contamination is kept to a minimum while also limiting the number of carrier bags we use.

We have developed our segregation policy with advice from Food Technology experts and from our customers. We believe your groceries are packed to the very highest standards, however if you have any questions or require more information about this, please call our Customer Service Team on 0845-399-1122.

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