How can we help?
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Frequently Asked Questions
Coronavirus (COVID-19) ▸
- When will you release more delivery slots?
- Is my slot safe once I’ve booked it?
- Can I get a refund on my Smart Pass?
- How do I get in touch with your Customer Service team?
- I’m an Ocado customer, can I still get a delivery slot?
- How do I sign up to be notified when Ocado can offer me a delivery slot?
Registration ▸
Orders ▸
- What happens if something I've ordered has to be substituted?
- Can I tell you I never want substitutions?
- How do I reject substitutions?
- 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 ▸
- I have a bag of shopping I didn't order
- Can I give driver feedback?
- What happens if I'm not in for my delivery?
- How do I change the delivery address of an order?
- What kind of vans do you use?
- Do you offer Click & Collect?
Charges ▸
- The payment for my last order has failed
- Can you explain my receipt?
- I don't recognise a transaction from Ocado
- Do you price match?
- What is the minimum spend?
- When will you charge me for my shopping?
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?
- Can I use my John Lewis or Waitrose account cards?
- Why isn't my card working?
Personal details ▸
Returns & refunds ▸
- I need a refund
- I've found an item that I told you was missing
- How do I make a complaint?
- What is your returns policy for non-perishable products?
- What is your returns policy for perishable products?
- What is your returns policy if there's something wrong with the product?
Products ▸
- When will you start selling M&S food?
- Can you pack raw meat separately?
- My product is missing an expiry date
- What is your Life Guarantee?
- Do you sell pet toys and accessories?
- Can I request a product?
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 ▸
Smart Pass ▸
- How can I sign up for a Midweek Smart Pass?
- The payment has failed for my Smart Pass
- Do you do Smart Pass free trials?
- Why has the cost of my Smart Pass changed?
- What is Smart Pass?
- What are the benefits of having a Smart Pass?
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 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?
Import your favourites ▸
- Can I import favourites from more than one supermarket?
- Can I print a list of my Ocado Favourites?
- If I import my favourites will you store my account details for other supermarkets?
- How do you know which favourites to import?
- How many favourites will be imported?
- How long will products be in my Ocado Favourites for?
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?
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 ▸
Waste and recycling ▸
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?
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?