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?

This can vary depending on when you placed your order. Please check your confirmation email to confirm your order's cut-off time.

Special offer savings

We always like to deliver on our promises, so now we ensure you don't miss out on a special offer if we can't deliver exactly what you ordered.

What it means
All our special offers are subject to availability, but if you order items on a multi-buy special offer and we aren't able to deliver all of the items needed to get the multi-buy discount, we'll still give you a pro-rata discount, based on the price of the items we do deliver.

If you order an item that's on special offer and we substitute it, we'll still give you a pro-rata discount on the substitute item based on its price.

Please note, this applies only where promoted items are actually ordered but not delivered. If the website indicates that an item on promotion is out of stock or does not allow you to order it or add it to your trolley, then there is no compensatory discount applied.

Working out your pro-rata discount
To do this, we need:

  1. The total cost, before discount, of the items on special offer that we actually delivered (including any substitutes).
  2. The total cost, before discount, of the items on special offer that you ordered.
  3. The saving that you'd have got if we delivered everything you ordered.

Now we divide (1) by (2) and multiply it by (3) to arrive at your pro-rata saving. Finally, we divide this total between the items on special offer that we delivered, based on their cost.

Special offer savings valid from 11:00am on 10th March 2009

What is my Instant Shop?

To save you time, Your Instant Shop creates a suggested order for you, based on your previous deliveries. Once added, you can add and remove individual items from your trolley.

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