Registering with Ocado
  • You can browse the shop and add to your trolley before you've registered with us.  

    However, we recommend registering first so we can check if we deliver to your postcode. When you've registered, try booking a delivery slot before you start shopping. That way, you'll see exactly which products will be available for your chosen slot.

  • The best thing to do is register with us. It only takes 30 seconds, and we'll let you know immediately if we deliver to your postcode.

  • 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 register with us we'll email you to let you know when we've reached your neck of the woods.

Charges
  • For a delivery, the minimum order value is just £40. There's no minimum order value for Click & Collect.

  • The delivery charge for your order depends on the day and time of your slot, and the value of your order.

    If your order is less than £75, there's a minimum charge of £2.99 and a maximum of £6.99. For standard orders of £75 or more, you may be offered free delivery.

    To say goodbye to delivery charges, sign up for a Smart Pass membership. You'll also save at least 10% on big brands, and get priority access to Christmas deliveries.

  • We accept: Visa, MasterCard, Visa Delta, Visa Debit, Switch, American Express and John Lewis Partnership cards. You can also pay with PayPal.

    Sorry, but we don't accept Solo or Electron cards.

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

Checkout
  • 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.
  • We only accept John Lewis or Watirose account cards if they're already been added to your Ocado account.

    It's no longer possible to add a new John Lews or Waitrose account card to an Ocado account, and any removed from your account will not be accepted if you add them again.

  • 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.

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

  • You can enter voucher and coupon codes as you check out. Just look for the page that says 'Vouchers & coupons'.

    Enter your code (e.g. VOU1234567) and hit 'Add' – you'll see a green message to confirm. If there are any hiccups, you'll see a red message explaining the problem.

    Once you've added a code, you'll also see a 'Remove' button, in case you change your mind.

  • 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.

  • 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.

Deliveries
  • 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.

    Please 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.

  • Yes you can. We actually recommend that you book your slot before 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.

  • 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.

  • 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.

  • 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.
  • 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.

  • 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. Look for it in My Ocado.

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.

  • 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.)

  • When you collect your shopping, please bring one of the following:
    • ID – photo driving licence, passport or credit card (belonging to the person who placed the order).
    • Order number – you can find this in the confirmation email or text message.

    If you look under 25, you’ll be asked for ID to prove you’re over 18. A valid passport or driving licence will do fine.

    Please note – if you can’t provide either a form or ID of the order number, we won’t be able to hand over your shopping. This is for security: we want to be sure that the right shopping is going to the right person.

  • If you’re in your car, simply drive right up to the Click & Collect stand and show your ID or order number to a Customer Service Team Member. They’ll get your shopping out of the van and pop it in the boot if you like.

  • If you miss your collection slot, please call us on 0345 656 1234 or email us at ocado@ocado.com. We’ll help rearrange a collection or home delivery (delivery charges may apply).

    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, you may be charged for the price of the perishable items in your 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.

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

  • 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.

  • 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.

  • t’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.

  • 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.

  • 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’

Click & Collect with Doddle
  • Doddle is a new collection service with stores based near railway stations across Britain. We’re working with them to bring you another convenient way to collect your groceries: from one of their purple Doddle stores.

  • It’s very similar to our regular Click & Collect service. Simply turn up at your chosen Doddle store during your collection slot and give your Ocado order number to one of the Doddle staff members. They’ll do the rest.

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

  • There’s no minimum order value for Click & Collect orders with Doddle.

  • Your groceries will be stored in a refrigerated unit in the Doddle store, so they’ll be as fresh as possible when you collect them.

  • You don’t need to have a Doddle account – all you need is your Ocado order number, which you should receive by SMS and email before your collection slot.

  • Of course! Simply hand back any used carrier bags to a Doddle staff member. As part of our Bag Recycle Bonus, we’ll give you 5p for every bag you give us to recycle. You’ll then receive an email confirming the total adjustment.

  • If you have a substitution in your order that you don’t want, simply hand it back to the Doddle staff member. We’ll refund it and you’ll receive an email confirming the refund.

  • If you think you’re going to miss your slot, please call Ocado on 0345 656 1234.

    If you arrive at the Doddle store after your time slot, unfortunately you won’t be able to collect your shopping. All orders that have not been collected will be taken away at the end of the designated time slot.

    Uncollected orders will be charged and then refunded, with refunds taking up to 10 days to be processed. Please note, you might not receive a full refund: we may charge you for the price of the perishable items in your order.

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

  • 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.

  • 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.

  • 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.

  • 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).

  • Of course, making changes to an order is easy.

    Using our website or app, find the order you want to change, then 'Edit' the order to make changes. You can add or remove products, and even change the delivery slot.

    Please remember to check out again once you've finished editing. If you don't, the changes you made to your order won't be saved.

  • You can edit an order as many times as you like until its 'cut-off time' – usually up to 24 hours before the delivery is due.

    To check the cut-off time for your order, go to the home screen on our website or app. We'll also send you a cut-off time reminder email and text message for upcoming orders.

  • On our website or app, go to 'Orders. Find the order you wish to cancel, and select 'Cancel order'.

    You can edit or cancel orders right up to their cut-off time, which is about 24 hours before the delivery is due. If you need to cancel an order after its cut-off time, please call our Customer Service team on 0345 656 1234.

    Please note: if you cancel after the cut-off time, you may be charged for perishable items in your 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.

  • 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.
  • 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.

  • 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.

  • 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.

Returns and Refunds
  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • If you've received an order in the last 24 hours, you can request a refund through our website or app. Simply select the 'Request refund' link from the Orders page and follow the instructions.

    If more than 24 hours have passed and you don't see the 'Request refund' link, please email us at ocado@ocado.com or call us on 0345 656 1234.

Personal 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.

  • 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.

  • 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.

  • Of course – you can have your shopping delivered wherever you like, as long as the postcode is in our delivery area.

    Go to your Delivery address book to add a new address. If it's outside of our delivery area, we'll let you know when you check the postcode.

  • To change the nickname or delivery instructions for an address, simply edit an address in your Delivery address book.

    If you'd like to change the location details of an address, please delete it from your address book and add the address anew.

  • 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.

  • 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.
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.

  • 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.

  • 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.

  • 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
  • If you ever order a product that we're unable to deliver, we'll offer you a substitute – a suitable alternative – in its place.

    Your driver will always tell you about any substitutes when your delivery arrives. If you're not happy with the substitute, simply hand it back to your driver and your bill will be recalculated instantly. If you're happy with the substitute you'll be charged the price of the new product, not the one you originally ordered.

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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

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.

Ocado Reserved
  • When you've placed three orders with us, 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.

  • 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.

  • 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'.

  • 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.

Technical
  • 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.

  • 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.

  • 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.
  • 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.

  • 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.

  • You'll be able to use our website on most modern browsers. This includes Internet Explorer 9 and later, as well as up-to-date version of other browsers: Chrome, Firefox, Safari.

    Please note, your browser will need to have JavaScript enabled to display our site properly.

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.

  • 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.
  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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!

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

Smart Pass 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.

  • 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.

  • ‘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.

  • 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.

  • 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.

Import your 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.

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

  • 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.

  • 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.

  • 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.

  • 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.

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

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

  • 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.

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.

  • 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.

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

  • 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.

  • 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 £40.

    The usual £40 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.

  • The usual £40 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.

  • 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.

Carrier bags
  • The English government is introducing a new law that requires all large retailers to charge at least 5p for plastic carrier bags. There is already a similar 5p charge on single-use bags in Wales, Scotland and Northern Ireland. It’s all part of a government initiative to reduce litter and help protect our environment.

    The legislation applies to all single-use plastic carrier bags, including the ones we use to deliver your groceries to you in tip-top condition. Therefore, from the 5th October we will be charging 5p for carrier bags used in all of our orders.

  • We can't eliminate bags from our deliveries just yet. Packing them in separate bags for your fridge, cupboard and freezer is a really important part of making sure your groceries arrive in tip-top condition.

  • The legislation states that big retailers must charge at least 5p for single-use plastic carrier bags.

    So, as of 5th October 2015, we will be charging 5p for carrier bags used to pack your shopping. How much you are charged will vary depending on the size of your order, but we will only charge you for the exact number of bags used – there is no fixed charge. If it takes five bags to safely pack your order you'll be charged 25p. If it takes 6 bags, it'll be 30p. It's that simple.

    The total amount charged for bags will be shown on your receipt.

  • The money we collect from bag charging will go to good causes here in the UK, including our new Bag Recycle Bonus.

  • The legislation applies to single-use plastic carrier bags so you will only be charged for the standard bags we use to pack and deliver your shopping.

  • No, they're not. The bags we use to package non-grocery items aren't classed as single-use plastic carrier bags under the new legislation, so there will be no 5p charge for those.

  • After picking and packing your order we'll just tot up the number of bags used and charge 5p for each one. For example, if we use five bags to safely pack your order you'll be charged 25p. It's that simple.

    The total amount charged for bags will be shown on your receipt.

  • We think it's fairer on everyone if we only charge for the exact number of bags used to pack your shopping.

  • We will charge 5p for carrier bags in both England and Wales from the 5th October 2015.

  • Definitely not. Food safety is really important so additional carrier bags used to protect your shopping will not be charged for.

  • From the 28th September, we will give you 5p for every used bag you give us to recycle. And that's not just our carrier bags, we will happily give you 5p for carrier bags from other supermarkets too. It's an improvement to our current recycling scheme that encourages everyone to recycle their used bags once they have finished with them.

    Over the years we have collected and recycled tens of millions of used bags and turned them into shiny new ones, all to reduce the number of plastic bags in circulation.

  • Simply hand any used bags to your driver when you have a delivery and we’ll discount 5p per bag from your final order total. You'll then receive an email confirming your new order total (with the discount applied).

  • As part of our Bag Recycle Bonus, we pay 5p for every used carrier bag handed back for recycling.

  • For years we've collected your used carrier bags and recycled them into shiny new ones – including those from other supermarkets too.

    To keep the good work going we've been planning to introduce an incentive for some time. Now we're doing just that with our 5p Bag Recycle Bonus.

  • The Ocado bags we use to deliver your grocery shopping and plastic carrier bags from other supermarkets are included in our Bag Recycle Bonus.

    However, the sealed packaging we use to deliver non-grocery items are not included in our Bag Recycle Bonus.

  • No. The sealed packaging you receive Fetch and Sizzle orders in aren't included in the Bag Recycle Bonus.

  • Yes we do. We've been recycling bags from other supermarkets for quite a while and, to make it even better, they're included in the Bag Recycle Bonus – so we'll give you 5p for those too.

  • You can hand your driver up to 99 bags at any one time.

  • There's no need. Don't rush to unpack your shopping, simply hand back the bags when you have your next delivery.

  • Simply hand any used carrier bags to your driver when they deliver your shopping and we'll discount 5p per bag from your final order total. We'll then send you an email confirming your new order total (with the adjustment applied).

  • Every time you return your bags to our delivery drivers, they're brought back to our warehouse where they're sorted. They are then recycled into new bags ready for another delivery. This all takes place within the UK, rather than being sent overseas – minimising carbon emissions from transportation. This is known as closed-loop bag recycling.

    We've always been committed to limiting any impact we may have on the environment, which is why we were the first UK grocery retailer to invest in closed-loop bag recycling.

  • Other than the timing, it isn't directly. One is a voluntary incentive; the other is a new law. However, all the money we collect from bag charging will go to good causes here in the UK, including our new Bag Recycle Bonus.

Phishing emails
  • Phishing emails are emails sent by fraudsters pretending to be an organisation such as an online shop, bank or credit card company. There are many reasons why they may send these emails but they are often malicious. Recently we have seen emails pretending to come from Ocado.

  • Delete it without opening any attachments, without clicking on any links, and do not reply to the email. If you did open the attachment or click on a link, you should run anti-virus software on your computer and consider updating your passwords for online accounts.

  • There is no sure-fire way to spot a phishing email, but there are a few signs that should make you cautious:

    • The information is generic.
    • The information appears very precise, but you are addressed in a generic way and not by your name.
    • The information is incorrect.
    • There are spelling mistakes or poor formatting.
    • The email address is not the usual address the sender uses.
    • The email either contains an attachment or a link to a website, and you will usually be asked to click on the link or download the attachment.
  • Due to to the variety of computer systems available we are unable to offer specific advice or technical support. There are many reputable anti-virus software packages available (free versions include Avast and AVG). If you’re worried about the security of your computer, please install and run one of these.

  • No. These emails have not come from our systems and are not related to your Ocado account.

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