How can we help?

Frequently Asked Questions

• What is Smart Pass and what are the benefits?

  Do you want to make big savings on regular Ocad...

• What Smart Pass schemes are available?

  There are three Anytime Smart Pass options avai...

• How to edit an Ocado order from your computer

  We all know the feeling of arriving home from t...

• How to edit an Ocado order from our app

  We all know the feeling of arriving home from t...

• Where can I find the details of my order?

  Under the ‘My Ocado’ button, select Orders afte...

• How do I cancel an order?

  On our website or app, go to Orders. Find the o...

• What is Ocado Reserved?

  Ocado Reserved is a free service that allows yo...

• How can I check if you deliver to my area?

  You can use our Postcode Checker. We'll instant...

• How much does delivery cost?

  Our delivery charges range from £0 to £6.99 dep...

• Where is my delivery?

  We always aim to deliver your shop within your ...

• When will you charge me for my shopping?

  We won't take payment for your shopping until a...

• How do I request a refund?

  We always aim to deliver your shop in perfect c...

• What is your returns policy for non-perishable products?

  If you change your mind about a non-perishable ...

• Why can’t I see any frozen items available to add to my basket?

  We are currently unable to deliver frozen items...

• What is your Bag Recycle Bonus?

  New government guidelines mean that carrier bag...

• How can I contact you?

  If our FAQs don’t have the answers you need, we...