How can we help?
Frequently Asked Questions
Registration ▸
Orders ▸
- Can I tell you I never want substitutions?
- How do I reject substitutions?
- What happens if something I've ordered has to be substituted?
- Can I place my order over the phone?
- Where can I find the details of my order?
- How do I know if I placed my order correctly?
Deliveries ▸
- What happens if my delivery is late?
- Do you deliver internationally?
- Where is my delivery?
- What happens if I miss a delivery?
- Can I book a delivery before I've placed an order?
- I've already booked a delivery slot, why am I being asked to book another?
Charges ▸
Checkout ▸
- Why can't I check out?
- How do I add a card to my account?
- Can I use my John Lewis or Waitrose account cards?
- Why isn't my card working?
- Can I pay with a card that's not in my name?
- How do I use a voucher code?
Personal details ▸
Returns & refunds ▸
Products ▸
- How do I find products?
- How do I find products that are on special offer or promotion?
- How do I add items to my trolley?
- How do I find groceries suitable for special diets?
- What is a catch-weight item?
- Why is a 'typical price' given for some items?
Technical ▸
- Why do I get a 'failed' message when I try to log in?
- How do I close my account?
- How do I invite a friend?
- The app crashes when I try to open it on my Apple device – what should I do?
- Why do I get a 'failed' message when I try to log in?
- Why do I keep getting 'connection refused' or 'website not found' messages when I try to load ocado.com?
Smart Pass ▸
- What is Smart Pass?
- What are the benefits of having a Smart Pass?
- Are Christmas deliveries included in Smart Pass?
- What's included in the Smart Pass discount on branded products?
- It says I get free gifts and samples with Smart Pass. What are they?
- Do non-Smart Pass customers receive free gifts, samples and an Ocadolife magazine?
Smart Pass free trial ▸
Ocado Reserved ▸
Ocado Regulars ▸
- What is Ocado Regulars?
- How does Regulars work?
- Why should I use Regulars?
- How much will Regulars cost?
- Do offers apply to Regulars?
- Do I choose Regulars, or are they chosen for me?
Amazon Alexa ▸
- What is Amazon Echo and Alexa?
- How can I get started?
- The Ocado Skill is linked in the Alexa app, but when I say “Alexa, open Ocado” it asks me to link accounts. What’s going on?
- What can I do with your Alexa Skill?
- Is there anything I can’t do by voice?
- If I have an order placed, can I add directly to it?
Import your favourites ▸
- How can I import my favourites?
- Can I import favourites from more than one supermarket?
- Can I print a list of my Ocado Favourites?
- Do you store my account details for other supermarkets?
- How do you know which favourites to import?
- How many favourites will be imported?
SMS reminders ▸
- When will I receive a message?
- How many text messages am I likely to receive?
- What information is included in the reminder message?
- Are they free?
- How do I turn the reminder messages off?
- Why didn’t I receive my usual reminder today?
The Ocado app for Android ▸
The Ocado app for iOS ▸
Vitality ▸
- What is 'Vitality healthy food'?
- How are the 'healthy foods' chosen?
- What benefits do I get at Ocado with my Vitality membership?
- How do I apply my Vitality discount?
- How can I become a Vitality member?
- How do I find qualifying healthy food?
GDPR ▸
Carrier bags ▸
- Why are you charging me for carrier bags?
- Can I choose to not have my shopping delivered in bags?
- How much will I get charged for bags in my order?
- Where is the money from the carrier bag charge going?
- What bags are included in the charge?
- Are the bags you use to package non-grocery items included?
Phishing emails ▸
Sugar tax ▸
- What is the sugar tax?
- Why was the sugar tax introduced?
- When did the sugar tax come into effect?
- How will the tax money be used?
- How much is the sugar tax?
- Which products are included in the sugar tax?