How can we help?
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Frequently Asked Questions
New to Ocado ▸
Orders ▸
- What happens if something I've ordered has to be substituted?
- How do I change or edit an order or delivery?
- How do I cancel an order?
- Can I tell you I never want substitutions?
- How do I reject substitutions?
- Can I place my order over the phone?
Deliveries ▸
- How do I book a delivery?
- How long can I hold a delivery slot for before I have to check out?
- Can I book the same delivery slot every week?
- What happens if I'm not in for my delivery?
- What happens if my delivery is late?
- How do I change the delivery address of an order?
Returns & refunds ▸
Payment and Charges ▸
Personal details & preferences ▸
- How do I update my details?
- How do I sign up for or cancel marketing communications?
- How do I sign up for text message delivery reminders?
- How do I change my delivery instructions?
- Can you pack raw meat separately?
- Can I have my shopping delivered to a different address?
Checkout ▸
- Why has my delivery slot disappeared?
- How do coupons work?
- Why can't I check out?
- How do I add a card to my account?
- Why isn't my card working?
- Can I pay with a card that's not in my name?
Smart Pass ▸
- What is Smart Pass and what are the benefits?
- What Smart Pass schemes are available?
- Can I change, upgrade or cancel my Smart Pass membership?
- What do I do if I want to cancel my membership?
- I’m a Smart Pass customer but I can’t see any slots available to book
- Why has my price increased?
Ocado Reserved ▸
- What is Ocado Reserved?
- Is Ocado Reserved free to use?
- How do I sign up for Ocado Reserved?
- I’m going on holiday, can I pause Reserved?
- Can I change the date or time of my Ocado Reserved delivery?
- Can I book another slot in addition to my Ocado Reserved deliveries?
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?
M&S ▸
- Why can’t Ocado keep Waitrose and M&S at the same time?
- Will you replace all the Waitrose items in my Favourites or Shopping Lists with M&S equivalents?
- Can we save our Favourites, including all Waitrose products, before you delete all our Waitrose Favourites?
- For products that match between M&S and Waitrose, will the allergen information match?
- What will happen to the Waitrose items in my Reserved orders?
- What products will I no longer be able to buy from Ocado?
Products ▸
- My product is missing an expiry date
- What is your Life Guarantee?
- Do you sell pet toys and accessories?
- Can I request a product?
- What is the sugar tax?
- How do I find products?
The Ocado app for iOS ▸
- Why am I not receiving notifications from the Ocado app?
- Why isn’t the app isn’t working for me?
- Can I request a refund through the app?
- What is ‘Speedy checkout’?
- What is ‘One-Click’?
- I can’t see the One-Click button; why is this?
The Ocado app for Android ▸
- Why am I not receiving notifications from the Ocado app?
- Why isn’t the app isn’t working for me?
- Can I request a refund through the app?
- What is ‘Speedy checkout’?
- What is ‘One-Click’?
- I can’t see the One-Click button; why is this?
Carrier bags ▸
- How do I get my Bag Recycle Bonus?
- 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?
Films & wrapper recycling ▸
- What is the film & wrapper recycling scheme?
- Do I put all of my plastics into one carrier bag to hand back to my driver?
- Can’t I put this material in with my normal recycling?
- How do you recycle the films & wrappers you collect?
- Why isn’t the film & wrapper recycling scheme available in my area?
- Why can’t you recycle other plastics?
Waste and recycling ▸
SMS reminders ▸
- If I sign up for SMS reminders, when will I receive a message?
- How many text messages am I likely to receive if I opt in to SMS reminders?
- What information is included in the reminder message?
- Are SMS reminders free?
- How do I turn the reminder messages off?
- Why didn’t I receive my usual reminder today?
Technical ▸
- How do I clear cookies?
- Where can I see jobs at Ocado?
- 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?
- Why do I get a 'failed' message when I try to log in?
Getting help ▸
GDPR ▸
Coronavirus (COVID-19) ▸
- When will you release more delivery slots?
- What are you doing to keep staff and customers safe from Coronavirus?
- My driver wasn’t wearing a mask during delivery – who can I raise that with?
- Someone I know can see more slots than I do – why is that?
- Delivery slots for vulnerable people: your questions answered
- I’m an Ocado customer but I can’t see any slots available to book
Value Delivered ▸
- What does the red pound icon mean?
- How do I know if a product is included?
- Where can I find these great value products?
- Why have only some products been included?
- How does Ocado set the prices?
- How long will these products be marked with the red pound icon for?
Amazon Alexa ▸
- What is Amazon Echo and Alexa?
- How can I get started with the Alexa skill?
- 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 with the Alexa skill?
- If I have an order placed, can I add directly to it with the Alexa skill?
#MyOcado2020
- Why haven’t I got a video?
- Will my video be shared without my permission, and can anyone else access my video?
- As my video was sent through email, how can you ensure that no one else can access my video? What if it was sent to the wrong email?
- How can I find my video?
- Have you breached GDPR to put together this film using my data?
- What is an eco shop purchase / what is the eco shop?