Frequently Asked Questions


Expand all


Registering with Ocado

Why do I have to register before I can shop?

First and foremost, we need to make sure we deliver to your area. That's why your postcode is one of the first things we check.

Also, registering helps us work out stock and delivery info. That way, when you're shopping with us, you'll only ever see the products that are available.

How do I know if you deliver to my area?

When you register with us, we'll automatically check your postcode to see if we deliver to your area.

If we don't deliver to your area yet, we'll email you as soon as we do.

Why don't you deliver to my area?

We don't deliver to the whole of the UK yet, but we're constantly expanding our delivery areas so we may be soon. If you leave us your details, we'll notify you when we do.

Back to top


Charges

What is the minimum order value?

For a delivery, there’s a minimum order value of £40. The minimum order for Click & Collect differs, please see the Click & Collect FAQs for more information.

Is there a delivery charge?

Charges may vary depending on your delivery address, the day and time of your chosen slot and the value of your order. If your order is less than £75, it may be subject to slightly higher delivery charges. Equally, if your order is over £75 you may be offered free delivery at certain times.

To wave goodbye to delivery charges, take a look at our pre-pay Smart Pass.

What payment methods do you accept?

We cannot accept cash or cheques, so all payments must be made by card.

We accept: Visa, MasterCard, Visa Delta, Visa Debit, Switch, American Express and John Lewis Partnership cards.
We cannot accept: Solo or Electron.

We also accept John Lewis and Waitrose account cards, but only if they have already been added to your stored payment details. You can no longer add John Lewis or Waitrose account cards to your account, and any removed from your stored payment details will not be accepted if you try to store them again.

Back to top


Checkout

How do I add a card to my account?

There are two ways to add a card to your account:

  1. Go to your Account Settings and select the 'Stored payment details' box. Click on the 'Add new card' button and enter your card details.
  2. You can also add a new card at Step 5 of the checkout. Simply click on the 'Add a credit or debit card' link and enter your card details in the box provided. Then, when you move on to Step 6, you can store the details for future use.

Why can't I use my John Lewis account card?

We can only accept a John Lewis or Waitrose account cards if they're already saved in your stored payment details. You can no longer add John Lewis or Waitrose account cards to an account, and any removed from your stored payment details will not be accepted if you try to store them again.

My credit card isn't working

Don't panic, there's probably a simple solution.

We take payment for an order when the groceries are delivered, not when you complete your payment at the checkout. So, if your card is due to expire before we plan to take a payment, it may not be accepted on our website. Unfortunately, we can't verify your new card either, as it can't be activated until your current card expires.

If you think it may be something else, you'll need to contact your bank to ensure that there are no problems with your credit/debit card. They will undertake the verification process on our behalf.

Can I pay for an order with a card that's not in my name?

You can use an alternative card as long as you have the card owner's permission.

How do I check out my order?

Simply click the 'Checkout' button in the top right-hand corner of the page. But remember, you have to meet the minimum spend first.

Why can't I check out my order?

Please make sure you've met the minimum spend when you try to check out an order.

How do I enter a voucher code?

You’ll have the opportunity to enter any voucher or coupon codes during Step 4 of the checkout process. Simply enter the code (e.g. VOU1234567) then press the ‘Add’ button to use it on your order. You’ll then see a green message to confirm that you’re using a voucher or coupon, along with a ‘Remove’ option in case you change your mind. If there are any hiccups, you’ll see a red message explaining the problem instead.

I can't get the website to accept my voucher code

Make sure you're entering the code exactly as it appears. The letters VOU must be in capitals, as the system is case sensitive.

This is the same for coupon codes, the letters COU must be in capitals.

How do I add a new address to my account?

Go to your account settings and select the 'Delivery address book' box. Then click on the 'Add an address' button, entering your details as the boxes appear.

Back to top


Deliveries

What happens if I miss a delivery?

If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they fail to get hold of you, they'll leave a card letting you know what time they arrived, and asking you to contact us on 0345 656 1234 or the number provided on the card. Always make sure you contact us straight away.

NOTE: If you do miss a delivery, we cannot guarantee that the driver will be able to return with your order on the same day.

Can I book a delivery before I've placed an order?

Yes you can. We actually recommend that you book your slot before to placing your order – it helps to avoid disappointment.

However, a reserved delivery slot expires after 60 minutes if you have not checked out. If your chosen delivery expires, you will need to reserve the slot again or possibly book a new one.

I've already booked a delivery slot, why am I being asked to book another?

Delivery slots expire after 60 minutes if you have not checked out. If your chosen delivery has expired, you will need to reserve the slot again or possibly book a new one.

How do I change a delivery?

Click on the 'Order' tab and find the order you wish to change. When your order details appear, select the 'Change delivery' link. You will then be able to choose your preferred delivery time and confirm it.

How do I book a delivery?

There are two ways to book a delivery:

  1. Click the 'Book a single delivery' link in the top left-hand corner of your page. You will then be asked to confirm your delivery address before we show you available delivery slots up to 21 days in advance.
  2. If you haven't already reserved a delivery slot, you will be automatically prompted to book one as you're checking out.

How long can I hold a delivery slot for before I have to check out?

Your chosen delivery slot will be reserved for 60 minutes, but it will expire if you don't check out within that time. If your chosen delivery does expire, you'll need to reserve the slot again or possibly book a new one.

How can I reserve the same delivery slot every week?

The easiest way to guarantee the same delivery slot every week is to sign up to our Ocado Reserved service.

It's easy, flexible and free, all you have to do is book a regular delivery slot at a time and date that suits you.

Interested? Click here to find out more.

Back to top


Click & Collect

What is Click & Collect?

Our click and collect service lets you choose when and where you’d like to collect your shopping, rather than having a delivery.

So if you’re out and about, doing the school run, or on the way home, you can pick up your groceries at a collection point that suits you.

How do I place a Click & Collect order?

Here’s everything you need to know, step by step:

1. Select a collection point.
We’ll automatically show you a list of locations near to your primary address. You can also search for another postcode if you’d like to collect your shopping elsewhere.

2. Choose a time slot.
Decide when is best for you – we’ll make sure your shopping’s ready to be collected.

3. Do your shopping and check out as usual.
It’s so easy, kids can do it. (Although we don’t recommend this: they’d probably just buy sweets.)

How do I collect my shopping?

When you arrive at the collection point, head straight to the Click & Collect stand and speak to one of our Customer Service Team Members. They will ask you for the full name and phone number of the person whose account was used to place the order. You can also provide the order number as a secondary form of ID.

If you can’t provide either the name and phone number or the order number, we won’t be able to hand over the shopping. This is for security: we want to make sure that the right shopping is going to the right person.

Please note: if you look under 25, and you have age-restricted items in your order, you’ll be asked for ID to prove you’re over 18. A valid driving licence, passport, or Pass proof of age card will do fine.

Can I collect the shopping if I’m not the person who placed the order?

Yes you can – simply provide the full name and phone number of the person whose account was used to place the order, or the order number. For security, we may call the phone number linked to the Ocado account.

What if I miss my collection slot?

If you miss your collection slot, please call us on 0345 656 1234 or email us at ocado@ocado.com.

If you arrive after your time slot, unfortunately you won't be able to collect your shopping. The vans at our collection points – and the shopping they’re carefully transporting – change regularly to ensure everything is delivered fresh.

Please note – if you miss your time slot and can’t collect your shopping, we may charge you for the price of the perishable items in your order.

What happens if there are substitutions in my order?

If you have a substitution and you’re not happy with the suggested replacement, simply hand it back to the Customer Service Team Member at the collection point and they’ll take it off your bill.

What is the minimum order value?

The minimum order value may vary depending on your collection point. Check the Click & Collect slot booking page to find out more.

How will my shopping be stored before collection?

Your order will be kept fresh in one of our specially designed temperature-controlled vans. These vans change regularly, so even if you have a slot at the end of the day, your shopping will be as fresh as can be.

Can I still recycle old plastic bags?

Of course, simply give them to a Customer Service Team Member at the collection point. We recycle bags from other supermarkets too, so feel free to hand these over as well.

Do I have to arrive in a car to use the click and collect service?

It’s really up to you: if you want to drive, we’ll be ready and waiting with your shopping.

Of course, if you’re on foot, rollerblading, or mastering a unicycle, we’ll still give you your shopping. We might even give you a round of applause.

Why can’t I use Click & Collect?

If you can’t see a click and collect option when you’re booking a delivery slot, it probably means the service isn’t available in your area yet. Keep checking back though; we’re hoping to make Click & Collect available in as many areas as possible.

Why are some time slots shown as ‘unavailable’?

Just like our delivery slots, our collection slots are available on a first come, first served basis. So once a popular time slot is full up, it’s then shown as ‘unavailable’.


Orders

Can I place my order over the phone?

Afraid not. We're an internet company, so all orders must be placed through our website or mobile apps.

Where can I find my order details?

You'll find an 'Orders' tab in the toolbar when you sign in to your account. There's also a 'My orders' button in the 'Welcome back' box at the top of the page. Click on either of these to view existing and previous orders.

How do I save my order as a shopping list?

Sign in and click on the 'Trolley' link at the top of the page. Once in 'Your trolley', you'll find a 'Copy trolley to list' link on the right-hand side of the page. Click on it, name the list, and then click the 'Create and add' button to save it.

To view saved shopping lists, click on the 'Shopping Lists' tab when you sign in to your account.

How do I know if I placed my order correctly?

When you've successfully completed an order, we'll show you an order confirmation page as well as sending you a confirmation email containing your order details.

Please note: AOL customers with active junk filters may not receive confirmation emails.

Can I print my order?

Yes you can. Just go to the ‘Orders’ section of your Ocado page, find the order you’d like to print, then click the ‘View’ link. This will show you a summary of your order, including a list of products. Then simply use the print function of your browser to print a copy of your order (on most browsers you can simply click File > Print).

How do I make changes to my order?

Making changes to an order is easy. Just follow the simple steps below:

  1. Sign in to your account and click on the 'Orders' tab.
  2. Find the order you wish to amend.
  3. Click 'Edit', and the order will appear in your trolley.
  4. Make your changes and check out the amended order.

Note: You MUST complete the checkout to finalise any changes you've made. If you don't, your changes won't be saved.

How do I cancel an order?

It states Sign in to your account and click on the 'Orders' tab. Then simply find the order you wish to cancel and click 'Cancel order'.

Always make sure edit or cancel an order before its cut-off time. If you need to cancel an order after the cut-off time, you'll need to contact our Customer Service team on 0345 656 1234. But remember, a late cancellation could cost you up to £25.

What happens if I don't have time to finish my order?

Your reserved delivery slot will expire after 60 minutes if you have not checked out. If you need longer to complete your shop, simply check out your order and go back to edit it later. As long as it's before your cut-off time, you can make as many changes as you like.

Can I re-order a previous shop?

Yes you can, and it will save you time too. Just follow these simple steps:

  1. Sign in to your account and click on the 'Orders' tab.
  2. Find the order you wish to re-order.
  3. Click 'view' to open the order.
  4. Now select 'Order again' in the top right-hand corner of the box.

How can I get a copy of my receipt?

Your driver will always hand you a copy of your receipt when an order is delivered.

If you'd like to print a receipt from a previous order, simply click on the 'Orders' tab and find the order you're looking for. There'll be a 'Print' link under the receipt column, click on it to print a copy.

How late I can make amends to an order?

Every order has a cut-off time, but it can vary depending on when you placed your order and what delivery slot you booked. Please check your confirmation email to find your order's cut-off time.

What happens if you substitute an item that's on special offer?

All our special offers are subject to availability. However, if you order items that are on a multi-buy special offer and we're unable to deliver all of the items you need to get the multi-buy discount, we'll give you a pro-rata discount instead. It'll be based on the price of the items we do deliver. Equally, if you order an item that's on special offer and we substitute it, we'll give you a pro-rata discount on the substitute item based on its price.

So, now for the trickier part - how do we work out the pro-rata discount? To do this we need three things:

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

Then 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.

Sound a little complicated? No problem, we work it all out for you. All you have to do is enjoy the discount.

Note: This only applies when items on offer are actually ordered but not delivered. If our website shows that an item on promotion is out of stock or does not allow you to order it, we won't be able to give you the compensatory discount.

What is 'Your Instant Shop'?

Your Instant Shop is an innovative feature that makes shopping online with us even quicker and easier. It creates a 'suggested order' for you, based on products you like to buy, how often you like to buy them and even how many of them you usually buy. You can then fine-tune your 'suggested order', so you're always in complete control.

To fine-tune your 'suggested order', simply select what products we should always include; ones we should never include; and ones that you're happy for Your Instant Shop to add, based on your previous orders.

The feature works hand-in-hand with our Ocado Reserved service, so you can set up and book a regular delivery slot and typical order in seconds.

Note: Although 'Your Instant Shop' will be available to you after your first order, it will be much more accurate and effective after your third shop.

Back to top


Returns and Refunds

What is your returns policy for non-perishable products?

If you’re not happy with a non-perishable item, we’ll gladly refund it – simply contact our Customer Service team as soon as possible. You can call us on 0345 656 1234 or email ocado@ocado.com. We’ll go through all your options with you and arrange for your refund and return.

While we don’t offer exchanges, you’re more than welcome to re-order any refunded item on your next Ocado shop.

What is your returns policy for toiletries, cosmetics, clothing and underwear?

You can request a refund on any product from these categories – just drop our Customer Service team a line. All we ask is that you return these products with their original packaging and tags (if applicable). If a product has a hygiene seal, we ask that you do not remove this seal until you’re sure you’re keeping the item.

What is your returns policy for DVDs, CDs and Blu-rays?

We’ll happily refund any product from these categories, provided that you contact our Customer Service team, and that the item’s packaging is intact. Unfortunately we cannot accept returns of DVDs, CDs, or Blu-rays that have been unsealed.

What happens if a non-perishable product is faulty?

If you discover a product is faulty, please call our Customer Service team as soon as possible on 0345 656 1234 or email ocado@ocado.com. We’ll be happy to help.

What is your returns policy for perishable products?

When your delivery arrives, your driver will go through your order with you. If there’s anything you’re not happy with, simply hand it back and your bill will be instantly recalculated. If you change your mind about a product after your driver has left, just call our friendly Customer Service team on 0345 656 1234 to discuss your options.

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

If items are damaged or missing from your order, you can request a refund within 24 hours of delivery.

There are two ways to request a refund:

  1. If you've received an order within the last 24 hours, simply sign in and click on the 'Need a refund?' button in the 'Welcome back' box at top.
  2. Sign in to your account and click on the 'Orders' tab. Go to previous orders, find the order you're looking for, and then click on the 'Request' link under the 'Refund' section to request a refund on that specific order.

Back to top


Personal Details

How do I update my details?

All your personal details are held in your account settings. To edit your existing details, simply sign in and click on the 'Account settings' tab towards the top of the page. Then select the category you wish to add to or amend, completing the relevant fields on each page.

How do I sign up for or cancel marketing communications?

Go to your account settings and click on the 'Marketing communications' box. There are two options on the page, and you need to click on the small boxes to either add or remove the ticks from each option. Don't forget to click the 'Update' button when you're finished, or your changes won't be saved.

How do I sign up for text message delivery reminders?

Go to your account settings and click on the 'Text message delivery reminders' box. Then scroll down to the 'Mobile number' box at the bottom of the page, where you can select your mobile number from the drop down menu.

If you no longer want to receive text message reminders, simply select 'Do not send me SMS alerts' in the same drop-down menu.

Note: Text message delivery reminders are not part of marketing communications.

Can I have my order delivered to a different address?

Yes, as long as you don't already have an order waiting to be delivered.

If you'd like to add a new delivery address to your account, simply click on the 'Account Settings' tab and go through to your 'Delivery address book'.


How do I change my delivery details?

You can have up to three delivery addresses saved to your account. Simply go to your 'Account settings' and select the 'Delivery address book' box to view your current delivery details. Once on the page, you'll be able to add a new address or change an existing one by clicking on the relevant button or link.

Note: You must change a delivery address prior to placing your order, or your delivery will go to the old address.

What happens if I forget my password?

Go to the homepage and click on the 'Need help logging in?' link at the top. You'll be taken to a separate login page, where you need to select the 'forgotten your password' link on the left. You'll then be given the opportunity to request a password reminder by email, or to reset your password.


Note: AOL users may have their reminder emails blocked, so if you don't receive it, please contact our Customer Service team for help. We'll be happy to reset your password for you.

How can I cancel my mobile device if it's been stolen?

If your mobile device has been stolen, simply follow these three simple steps to remove it from your account:

  1. Sign in and click on the 'Account settings' tab.
  2. Select the box titled 'Mobile devices registered with Ocado.com'.
  3. Find the device you wish to remove, then click on the 'Unregister this device' link.

Back to top


Products

How do I find products?

There are a number of ways you can search for products:

  1. By category. All the products we stock are grouped into categories. If you click on the 'Shop' tab at the top of the page, several new tabs will appear below it, each one representing a different group of products. If you hover over each new tab, you'll be able to see products grouped under that category. After clicking the category you're looking for, you can then use the 'Browse' box on the right-hand side to view specific aisles in that category.

    Note: The main categories are displayed in the tabs at the top, but you'll find more in the 'Browse' box on the right-hand side.

  2. Product search. You'll find a search box in the top right-hand corner of the page (it's the one with the little magnifying glass symbol). So, if you're looking for a particular product, simply type the name of the item into the product search box and click on the green 'Search' button. You can search for a list of products too, simply click on the next tab and type in what you're looking for.
  3. Favourites. After your first shop, we'll create a list of favourites for you based on what you like to buy. So, if you click on the 'Favourites' tab at the top of the page, you can browse through and shop from a list of groceries you've ordered before.
  4. Ocadolife. If you need a little inspiration, you'll find lots of exciting products and ideas in our Ocadolife section. Just click on the 'Ocadolife recipes & ideas' tab in the top right-hand corner of your page.
  5. Wine. If it's a bottle of wine you're after, click on the 'Wine' tab at the top of the page to browse through our extensive range. You'll even find our handy 'Wine finder' box on the right-hand side if you need a little help.

    Note: You can also search for groceries that are on offer using the 'Offers' tab at the top of the page.

How do I find products that are on special offer or promotion?

We have lots of products on offer each and every week. You'll find these throughout our website, with red 'On Offer' and 'Top Offers' links in almost every aisle.

If you want to go straight to all the offers, simply click on the 'Offers' tab at the top of the page. This will take you through to our dedicated 'Offers' page, where you can browse through each of the categories to see all the products we have on promotion. You'll also find 'Bundle Offers' and 'Meal Deals' tabs at the top of the page.

How do I add items to my trolley?

Whenever you see a yellow 'add' button on our website, simply click on it to add the corresponding item to your trolley. Then, when the item is in your trolley, you can use the small plus and minus buttons to specify how many you want.

Things are a little different when it comes to our Service Counter. Being more of a deli-style counter, we'll need you to specify size, thickness and quantity before adding the item to your trolley.

What do the different product symbols mean?

Some of the items we stock come with these handy product symbols. Here's what they mean:

  • #Suitable for microwaving
  • #Suitable for vegetarians
  • #Organic product
  • #Suitable for freezing
  • #Life Guarantee

What are substitute products?

If you ever order a product that we're unable to deliver, we'll try to offer you a suitable alternative in its place. Your driver will always tell you about any substitutes when your delivery arrives, and if you're not happy with our suggested replacement, it's easy enough to return it. Simply hand it back to your driver, and your bill will be recalculated instantly.

If you'd like to return something after your driver has left, you can call our Customer Service team on 0345 656 1234. They'll be happy to help.

How do I find groceries suitable for special diets?

We've added some handy 'Dietary & Lifestyle' filters to our product aisles, making it even easier to shop for organic, vegetarian or 'free from' groceries.

To add a filter, just click on the 'Shop' tab at the top of the page and use the six drop-down 'category tabs' to click through to a specific aisle. Once in the aisle, you'll find a 'Dietary & Lifestyle' box on the right-hand side of the page. Simply tick the filters you'd like to add. Selected filters will only remain active for your visit, so if you leave, remember to tick them again when you come back.

The majority of our products also have 'back of pack' information, which will provide you with a little more detail about a particular product. To find this information you just have to click on the product image or name in the aisle go through to the product page.

How do I return a product I'm not happy with?

When your delivery arrives, the driver will go through your order with you. If there's anything you're not happy with, simply hand it back to your driver and your bill will be recalculated instantly.

If you'd like to return something after your driver has left, call our Customer Service team on 0345 656 1234, they'll be happy to help.

What is a catch-weight item?

As the weights and sizes of some products vary, certain items (also known as catch-weight items) are priced according to the exact weight of the item delivered to you.

When you're shopping on our website, we'll show you the price per kilogram, the 'typical weight' of an item and the 'typical price' per item. This should give you an estimated idea of how much the item will cost when it's delivered.

Why is a 'typical price' given for some items?

As the weights and sizes of some products vary, certain items (also known as catch-weight items) are priced according to the exact weight of the item delivered to you.

To give you an estimated idea of what these products will cost when you're shopping, we show you the price of the item per kilogram, the 'typical weight' of the item and the 'typical price' per item. The 'typical price' is based on what the average weight of that particular item would cost.

Why is the 'total price' on my receipt different from the 'estimated total price' I was given when I ordered?

There could be two different reasons for this:

  1. Individual prices. As weights and sizes of some products vary, certain items (also known as catch-weight items) are priced according to the exact weight of the item delivered to you. To give you an estimated idea of what these products will cost when you're shopping, we show you the price of the item per kilogram, the 'typical weight' of the item and the 'typical price' per item. It's important to remember that the price of the actual item delivered to you (as listed on your receipt), may be slightly different to the 'typical price' you were given when you placed your order. So, why does this affect your overall order? Well, the 'typical price' of an item is used to calculate both the estimated total price of your trolley, and the estimated total price set out in your order confirmation e-mail. Therefore, the 'total price' of your order (as listed on your receipt) may differ slightly from the 'estimated total price' you were originally given.
  2. Supplier changes. Very rarely, and only as a result of supplier-led price changes, there may be a change in the price/kg of an item between the time your order is placed and the time the catch-weight item is weighed and priced by the supplier.

    Why? Well, the supplier enters the weight and price information on a product's barcode. Therefore, the price we charge you for that item will be the price in place at the time the supplier delivered it to us.

    Note: We operate a pricing mechanism on approximately 98.5% of non catch-weight items. This cancels out any subsequent price changes and automatically charges you the price that was shown on the website when you placed your order.

How do you pack my groceries?

Your groceries are picked and packed by our team of Personal Shoppers, with the help of our very own super-intelligent software system. It tells them what products to pack and where to put them, minimising damage, product contamination and even the number of bags we use.

We also use a detailed product segregation guide (containing advice from food technology experts and customers), as we believe your groceries should be packed to the very highest standards.

If you have any questions or require more information, please call our Customer Service team on 0345 656 1234.

Back to top


Ocado Delivery Pass

What happened to the Ocado Delivery Pass?

On Tuesday 12th February we closed our Delivery and Saving Passes and launched our new Smart Pass. It includes all the benefits of our previous two passes and more, all rolled into one.

Want to know more? Take a look at our Smart Pass FAQs or go straight to our Smart Pass page to sign up.

Back to top


Ocado Reserved

How do I sign up for Ocado Reserved?

As soon as you've completed your first shop, you'll be able to sign up for Ocado Reserved. With it, you'll be able to book the same delivery every week, or every two weeks, so you'll never miss out on your favourite slot again. It's easy, flexible and free.

Interested? Just log in and click on the 'Ocado Reserved' tab at the top of the page to get started.

How do you work out what shopping to send me?

We create a 'suggested order' for you using 'Your Instant Shop'. It's an innovative feature that works hand-in-hand with Ocado Reserved, making shopping online with us even quicker and easier.

We start by looking at the products you like to buy, how often you like to buy them and even how many of them you usually buy. We'll then use these to put together your 'suggested order' a week before your next slot, so you'll have more than enough time to make any changes.

Note: Although 'Your Instant Shop' will be available to you after your first order, it will be much more accurate and effective after your third shop.

How do I edit my order before delivery?

We'll create your 'suggested order' using 'Your Instant Shop'. The order will be available a week before your delivery, so you'll have more than enough time to make changes.

You can also fine-tune how you'd like us to create your 'suggested order' by using 'Your Instant Shop' to tell us what products we should always include; ones we should never include; and ones that you're happy for Your Instant Shop to add, based on your previous orders. It really couldn't be easier, and you're in complete control. Simply sign in and click on the 'Ocado Reserved' tab at the top of the page. You'll see an 'Items for delivery' tab under your Ocado Reserved settings, click on it to start editing 'Your Instant Shop'.

How do I cancel Ocado Reserved?

Sign in and click on the 'Ocado Reserved' tab at the top of the page. This will take you through to your Ocado Reserved page, where you'll find a 'Payment & membership status' tab under 'Your Ocado Reserved Settings'. Click on it, and select the 'Cancel Ocado Reserved' button. There's also a 'Put subscription on hold' button next to it, just in case you're going away or don't need regular delivery for a while.

Back to top


Technical

Why do I get a 'failed login' message when I try to sign in?

There may be a problem with your password. Please call our Customer Service team on 0345 656 1234, they'll be happy to reset your password for you.

Why do I keep getting a 'page cannot be displayed' message?

You may need to check your SSL (Secure Sockets Layer) settings. The SSL helps to process transactions securely on the web, but if your settings are wrong you may find it difficult to open certain pages.

Not sure how to change your settings? If you're using Internet Explorer on Windows, simply click on the tools menu from your web browser, select 'internet options', and then click on the 'advanced' button. When you check the details, make sure that the SSL options are selected.

When I log in to my account and try to start shopping, you ask me to log in again. Why?

There are two reasons this may happen:

  1. If you share an account, your partner may be trying to log in at the same time. As only one person can be logged in at any one time, you may have been automatically logged out.
  2. You may need to verify that you have cookie handling set up correctly in your browser. If you're using Internet Explorer on Windows, you can check by clicking on the tools option from your web browser, selecting 'internet options', and then clicking on the 'privacy' button. Your setting needs to be set to medium.

Why do I keep getting multiple products when I only asked for one?

In some browsers, clicking the 'back' button actually repeats the last action you did. If this was an 'add' request, you may be adding extras to your trolley without realising it. Try sticking to the website navigation to avoid it happening again.

Why do I keep getting 'connection refused' or 'website not found' messages when I try to load the Ocado website?

Does it only happen when you're trying to get to ocado.com? Try loading another website just to check. If you get the same message, you'll need to contact your internet service provider.

If the message only seems to appear when you're trying to get to Ocado, give our Customer Service team a call on 0345 656 1234; they'll be happy to help.

Is your website compatible with all internet browsers?

Ocado.com is designed to look its best in the latest browsers, but don't worry, you'll still be able to access it from older browsers too.

Back to top


Ocado on the Go

Why does the price of a product change when I put it in my basket?

This can happen if the prices in your stored catalogue aren't in sync with our current product price. All prices in your basket are checked and updated when your mobile device syncs with our server. A final check is automatically carried out at checkout too, just to make sure the price displayed on the checkout page is completely accurate.

Why can't I register with Ocado using my mobile application?

For security reasons, we ask you to complete certain operations using our website rather than through the app. This may change in future releases, but for now you can only register for a new account at ocado.com

Why does the application need to download 20Mb of data during installation?

One of the unique features of Ocado on the Go is that you can perform a complete shop while you're offline, right through to the point of checkout. To do this, the app needs to download our complete catalogue of 28,000+ groceries, which is then kept up to date as you shop.

Another benefit of downloading the catalogue is that, unlike conventional web applications, you won't struggle to shop when you're in an area with bad reception.

Do I have to go to the main website to check out an order?

You can check out an order using your Ocado on the Go app, but for security reasons your payment details must be registered on our website first.

If you've just registered with Ocado and you're using your mobile device to do your very first shop, you'll need to go to the website to store your payment details and checkout. Once you've completed that first shop (or you're an existing customer with stored payment details), you can check out using the app.

Why does the tab bar keep disappearing on the iPhone app?

We decided to hide the tab bar after receiving some useful feedback from users. They felt it was too easy to unintentionally click on the buttons in the tab bar while scrolling.

How can I get to the shop, checkout or basket without going back to the home screen?

Android only:
You can do this using the Android menu button.

When I'm browsing, is there a way to jump immediately back to the main shopping menu?

iPhone/iPod touch users:
Click on the 'Shop' button in the tab bar to go back to the main shopping menu.

Android users:
Click on the 'Start shopping' button to reset the shopping menu. Press 'Shop' using the menu to keep it in its current position.

Is there support for shopping in landscape view?

iPhone/iPod touch users:
While viewing a product list or basket, simply rotate your device to display a full-screen 'shelf view'.

Android users:
Simply enter 'landscape mode'.

How do I get to the shelf view in Android?

You can change to 'shelf view' by putting the zoom level on its lowest setting.

Note: There are separate zoom levels for 'basket' and 'shop'.

Why can I only see 'back of pack' information when I'm online?

Android only:
While 'front of pack' information (like product names and prices) is downloaded as part of the catalogue when you install the app, the 'back of pack' information (like nutritional information and ingredients) is only downloaded as required when you're online. This reduces installation time and saves storage space on your mobile device.


If you'd like to change this setting, follow these three simple steps:

  1. Press the 'cog' icon on the homepage to go to the settings menu.
  2. Select the 'Catalogue type' menu.
  3. Finally, select 'Complete' to synchronise the entire database, including back of pack information.

If you'd like to revert back to the original setting, you simply have to go to 'Catalogue type' and select 'Front of pack only'.

Note: Choosing to include all 'back of pack' information will double the amount of data being synchronised. For that reason, we only recommended it for faster handsets such as the HTC Desire.

How do I access detailed product information?

When you're looking at a list of products, clicking on a product's image will take you through to the detailed product information.

iPhone/iPod touch users:
In basket view, you can also click on the green '>' button in the callout.

Android users:
You can press and hold the 'show details' link for a few seconds to view more information.

Do I have to complete a shop in one go?

No, we wouldn't want you to rush. Your basket is actually saved when you exit the application, ready for when you return. If you're online, your basket will also be synchronised with our website, so you can choose to continue your shop from your app or computer.

Will secure information about my Ocado account be held on my mobile device?

Definitely not. We never store any secure information like your password or PIN in the mobile app. That's why we always ask you for this information when you're booking a delivery slot or checking out an order.

There are no 'login' or 'logout' buttons. Isn't that a security risk?

No, don't worry. By removing the need to log in or log out, we've made it easier for you to go in and out of the application. Because of this, we always ask you to enter your password or PIN before you perform any secure operation, such as booking a delivery slot or checking out.

Why don't the images appear immediately when I view a list of products?

To reduce installation time and save storage space on your mobile device, product images are not downloaded as part of the catalogue when you first install the app. Instead, they're only downloaded if and when they're required. So, when you view a list of products for the first time, the app will automatically download the images for those products. The images are then stored locally on your mobile device for future use.

Note: Your mobile device will need to be connected to the internet to download new images.

The application seems to sync the catalogue in the background quite a lot. Why does this happen, and can I turn it off?

When you initially install the app, the catalogue you download is stored offline. Because of that, when you're using the app the server will occasionally perform quick background checks to make sure product information and prices are kept up to date. You'll see the notification while the quick check is happening, but it won't necessarily be a large data transfer.

If you are on a limited data plan and are worried about data usage, consider changing your settings so the app only ever syncs using wifi. To do this, you must go to your settings (click the cog mark on the homepage), and select the 'Catalogue download preference' link. You'll then be able to set it to 'Wireless only'. Don't worry - this won't stop you from using the app on mobile networks for general shopping.

Alternatively if you are happy that the app syncs over mobile networks, but want to manage when it happens, you can do that too. Once you've finished shopping, go to 'Settings' and select 'Close application'. This will shut down the application, including the catalogue sync service, so that nothing's running in the background when you don't want it to. Then, next time you start up the application it will start a catalogue sync again, getting you back up to date as quickly as possible.

Who can I contact if I'm having problems with the app, or if I have any suggestions for it?

You can call our Customer Service team on 0345 656 1234 or email us at mobile@mailocado.com - we'll be happy to help.

Back to top


Smart Pass

What is Smart Pass?

We’ve combined our Delivery Pass and Saving Pass to create our new Smart Pass. It includes all the benefits of our previous two passes and more, all rolled into one.

What benefits do I get with a Smart Pass?

Need a reminder of what’s included? The Smart Pass benefits are:

  • Wave goodbye to delivery charges (excluding Christmas week).
  • Always save at least 10% on your favourite brands.
  • Enjoy priority access to Christmas deliveries.
  • Be front of the queue for product samples.
  • A subscription to ocadolife magazine.
  • Exclusive offers and discounts.
  • Anniversary gifts.

I'm a Delivery Pass member, how does Smart Pass affect me?

On Tuesday 12th February we closed our Delivery and Saving Passes and launched our new Smart Pass. We automatically upgraded you to Smart Pass for the remainder of your Delivery Pass membership. We sent you an email explaining the transfer in more detail.

You can view your membership details at any time, simply log in and go to your Smart Pass page.

If you have any questions about your Smart Pass membership, give us a call on 0345 656 1234 or send an email to ocado@ocado.com – we’re here from 8am to 11pm seven days a week.

I'm a Saving Pass customer, how does Smart Pass affect me?

On Tuesday 12th February we closed our Delivery and Saving Passes and launched our new Smart Pass. We either automatically upgraded you or gave you a free trial of Smart Pass for the remainder of your Saving Pass membership. We sent you an email explaining the transfer in more detail.

You can view your membership details at any time, simply log in and go to your Smart Pass page.

If you have any questions about your Smart Pass membership, give us a call on 0345 656 1234 or send an email to ocado@ocado.com – we’re here from 8am to 11pm seven days a week.

I'm a Delivery and Saving Pass customer, how does Smart Pass affect me?

On Tuesday 12th February we closed our Delivery and Saving Passes and launched our new Smart Pass. We automatically upgraded you to Smart Pass for the remainder of your Delivery Pass membership and gave you a pro-rata refund for your Saving Pass. Refunds take 7-10 days to appear in your account. We sent you an email explaining the transfer in more detail.

You can view your membership details at any time, simply log in and go to your Smart Pass page.

If you have any questions about your Smart Pass membership, give us a call on 0345 656 1234 or send an email to ocado@ocado.com – we’re here from 8am to 11pm seven days a week.

What will happen to customers with a Midweek Delivery Pass?

If you had a Midweek Ocado Delivery Pass, you’re still eligible for free deliveries on Tuesdays, Wednesdays and Thursdays. Even better, you’ll now save at least 10% on your favourite brands any day of the week – so you’ll save every time you shop.

If I have a Midweek Smart Pass, do I only save on products on Tuesday, Wednesday and Thursday?

No, you’ll save at least 10% on your Smart Pass products every time you shop. ‘Midweek’ simply refers to the days you won’t have to pay a delivery charge.

Are Christmas deliveries included in Smart Pass?

Delivery charges apply during Christmas week but all Smart Pass members get priority access to our Christmas slots. You’re entitled to two Christmas deliveries with a minimum spend of £90 for each.

Some customers who signed up for an Ocado Delivery Pass before 2009 were entitled to a free delivery at Christmas. If you’re one of them, you’ll continue to get your free slot.

What's included in the Smart Pass discount on branded products?

You’ll save at least 10% on a huge range of your favourite brands – from fresh and frozen groceries to pet food, baby supplies and household essentials.

You can browse the whole range of Smart Pass products at once or simply look out for the Smart Pass arrow or tab as you shop. We’ll also show you what you’ve saved on your receipt.

It says I get free gifts and samples with Smart Pass. What are they?

We’ll give you exclusive offers and discounts from some of our specially selected partners. You’ll also be front of the queue for free product samples.

Plus, make sure you keep an eye on your inbox during your Ocado anniversary month (the month you joined). You never know what you might get!

Do non-Smart Pass customers receive free gifts and samples?

Yes, but customers with a Smart Pass are front of the queue. We only ever have a limited stock of samples, free gifts and our ocadolife magazine and they will always go to Smart Pass members first.

Once they’re gone, they’re gone, so if you don’t have a Smart Pass you may not get one.

Will Smart Pass change the way you use my personal information?

Smart Pass membership won’t change the way we look after your personal information or shopping data. To learn more about how we keep your information secure, see our Privacy Policy.

My Smart Pass membership is coming to an end. How do I renew?

We’ll automatically renew your Smart Pass when the current membership ends. Don’t worry, we’ll send you a renewal email before taking any payment from your chosen credit or debit card.

If you wish to cancel your Smart Pass, simply give us a call on 0345 656 1234 or send an email to ocado@ocado.com before the renewal date. We’re here from 8am to 11pm seven days a week.

Can I change or upgrade my Smart Pass membership?

Of course. Just give us a call on 0345 656 1234 or send an email to ocado@ocado.com, we’ll be happy to help.

How do I cancel my Smart Pass?

If you wish to cancel your Smart Pass, simply give us a call on 0345 656 1234 or send an email to ocado@ocado.com before your renewal date. We’re here from 8am to 11pm seven days a week.

Do you have more questions about Smart Pass?

If you haven’t found the answer you’re looking for, please email us at ocado@ocado.com and include ‘Smart Pass question’ in the subject line. We’ll try our best to get back to you as soon as possible.

Back to top


Smart Pass trial

What Smart Pass benefits do I get with my trial?

With your Smart Pass trial you’ll save money on deliveries and big brand names, and you’ll be front of the queue for exclusive offers and discounts.

For more information about your trial, head for the Smart Pass tab at the top of our homepage, then follow the link in the top banner.

Sometimes when I’m choosing a delivery slot I can’t see any prices. Why is this?

On the days you don’t see any prices, there are no delivery charges to pay.

If you have a Midweek trial you won’t see any prices on Tuesday, Wednesday or Thursday; deliveries on these days won’t cost you a penny.

You won’t see any delivery charges at all if you have an Anytime trial. In fact, you could have a free delivery every day of the week, if you’d like.

If I have a Midweek trial, do I only save on products on Tuesday, Wednesday and Thursday?

‘Midweek’ refers to the days you won’t have to pay a delivery charge, so you’ll still save at least 10% on Smart Pass products every time you shop.

How can I end my Smart Pass trial?

To find out more about the length of your trial, head for the Smart Pass tab at the top of our homepage, then follow the link in the top banner.

If you’d like to stop your trial, simply call us on 0345 656 1234 or email us at ocado@ocado.com – we’re here from 8am to 11pm seven days a week.

How can I continue my Smart Pass?

For more information about continuing your pass, simply head for the Smart Pass tab at the top of our homepage, then follow the link in the top banner.

Back to top


Import your favourites

How can I import my favourites?

Simply log in to your account at ocado.com and head to your Favourites page in the grey tab at the top of our homepage.

Next, look for the blue ‘Import your favourites’ button – this will open a pop-up window. Select the supermarket you want to import favourites from and enter your login details for that supermarket.

Select the ‘Import favourites’ link and mySupermarket.co.uk will securely transfer data about your favourites. This will be used to add new items to your Ocado Favourites.

Can I import favourites from more than one supermarket?

Of course. When your first import has finished, you’ll be able to bring favourites from other supermarkets using the same simple tool.

Can I print a list of my Ocado Favourites?

Yes – simply head to your Account Settings in My Ocado. Select the ‘Export your favourites’ link to download a list of your favourites. You’ll be able to look through the info in a spreadsheet application like Microsoft Excel and print it out if you wish.

Do you store my account details for other supermarkets?

We don’t store your account information for other supermarkets.

The favourites import is independently powered through mySupermarket.co.uk which securely transfers data about your favourites from other supermarkets. Your data is protected and is only visible to you; it cannot be accessed by anyone else.

How do you know which favourites to import?

Favourites are selected based on products of a similar value. The transfer is powered by mySupermarket.co.uk, which compares your favourites at other supermarkets with items at Ocado and finds suitable matches. It can even find favourites for items you’ve bought in store using info from other supermarket’s loyalty cards.

How many favourites will be imported?

We always try to import as many favourites as possible, but we might not be able to match them exactly. We’ll let you know how many new favourites have been added after each import, but we won’t list any items that haven’t been transferred.

How long will products be in my Ocado Favourites for?

Imported items will remain in your Ocado Favourites permanently, unless you choose to remove them.

Will there be any duplicate items?

There won’t be any duplicates – if the item is already in your Ocado Favourites it won’t be imported.

Can I import my favourites from the same supermarket more than once?

You can import your favourites as many times as you like. We’ll let you know how many new items are added every time you do the import.

Back to top


Fetch

What is Fetch?

Fetch is the dedicated pet store from Ocado. It’s got all the specialist food, veterinary medicines and animal accessories your pet needs to stay fit, healthy and happy.

Can I shop at Fetch yet?

Keep an eye on ocado.com: if you see a Fetch tab next to evenmore, Recipes and Smart Pass at the top of the page then Fetch is already delivering to your area.

Also, if you’re signed up to receive our emails, we’ll let you know as soon as Fetch is delivering in your neck of the woods.

Can I log in to Fetch using my Ocado details?

Absolutely – if Fetch is delivering in your area simply log in using the same email and password you use for Ocado.

Can I have my Fetch shopping delivered with my Ocado order?

Of course. If you’ve already placed an Ocado order, simply head over to Fetch and add any pet items you like to your basket. Then, as you check out, simply add your Fetch order to your existing Ocado delivery when prompted.

Is there a minimum spend on Fetch?

It depends – there’s no minimum spend on Fetch items if they’re added to an existing Ocado delivery, but if you place an independent Fetch order then there’s a minimum spend of £29.99.

I’ve just placed an order on Fetch – is there a minimum spend for my Ocado shopping?

The usual minimum spend will apply for your Ocado shopping if you’re adding it to an existing Fetch delivery, but there won’t be any additional delivery charge.

What happens if I need to change the delivery time for an Ocado order that includes Fetch items?

Just log in to ocado.com, select the ‘My Orders’ button on the homepage, then find the order you’d like to change the delivery time for. Follow the steps on screen to change the delivery time.

On occasion, it might be difficult to change the delivery time for certain Fetch orders. This is because we can’t guarantee all your Fetch items will be available on certain dates, and we don’t want to disappoint.

Back to top


Sizzle

What is Sizzle?

Sizzle is the kitchen and dining store from Ocado. It offers your kitchen essentials, specialist products and premium brands all in one place.

Can I shop at Sizzle yet?

Keep an eye on ocado.com: if you see a Sizzle tab at the top of the page then Sizzle is already delivering to your area.

Also, if you’re signed up to receive our emails, we’ll let you know as soon as Sizzle is delivering in your neck of the woods.

Can I log in to Sizzle using my Ocado details?

Absolutely – if Sizzle is delivering in your area simply log in using the same email and password you use for Ocado.

Can I have my Sizzle shopping delivered with my Ocado order?

Of course. If you’ve already placed an Ocado order, simply head over to Sizzle and add any items you like to your basket. Then, as you check out, simply add your Sizzle order to your existing Ocado delivery when prompted.

Is there a minimum spend on Sizzle?

It depends – there’s no minimum spend on Sizzle items if they’re added to an existing Ocado delivery, but if you place an independent Sizzle order then there’s a minimum spend of £29.99.

I’ve just placed an order on Sizzle – is there a minimum spend for my Ocado shopping?

The usual minimum spend will apply for your Ocado shopping if you’re adding it to an existing Sizzle delivery, but there won’t be any additional delivery charge.

What happens if I need to change the delivery time for an Ocado order that includes Sizzle items?

Just log in to ocado.com, select the ‘My Orders’ button on the homepage, then find the order you’d like to change the delivery time for. Follow the steps on screen to change the delivery time.

On occasion, it might be difficult to change the delivery time for certain Sizzle orders. This is because we can’t guarantee all your Sizzle items will be available on certain dates, and we don’t want to disappoint.

Back to top




Got a question or issue not answered here? Feel free to contact us, we'll be happy to help.