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Frequently Asked Questions
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?
The Ocado App
- 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?
Corporate Responsibility
- What are the Ocado Progress Vans?
- When a customer donates cash, does this go to the charities as cash? Or does it buy Ocado products for the charities? Presumably it is buying any products at retail price?
- When Ocado donates food, is the value of this at cost price, or retail price?
- Is You Give We Give not just giving away Ocado stock that you can’t sell?
- What exactly happens to the donations once made to You Give We Give?
- How have you donated £8m to food poverty initiatives this year?
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?
- 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?
- Where is my delivery?
Returns & refunds ▸
Payment & Charges ▸
- Why can I see a pending transaction from Ocado for £1?
- It looks like I've been charged more than my online order total, why is this?
- What payment methods do you accept?
- Help with payment issues
- When will you charge me for my shopping?
- I don't recognise a transaction from Ocado
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 ▸
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?
Food Profiles: Everything you need to know
- If any of my products need to be substituted, will my Food Profile be used to select appropriate alternatives?
- Is the ‘No Gluten’ filter suitable for people with a wheat allergy?
- Are products flagged because of what the label says they ‘May Contain’ or are they flagged by the full ingredients list?
- If a product has a “may contain” statement, will it be excluded from my Food Profile?
- What criteria can I filter by and what is excluded from this?
- What happens if only one person who I shop for has an intolerance? Does this mean I won’t be able to easily shop other products?
Refer a Friend (for new customers) ▸
- What is in the cheese and nibbles bundle?
- What is in the movie night bundle?
- What is in the tea and cake bundle?
- I have questions about Refer a Friend that you haven’t answered in the FAQs
- Why isn’t my voucher code working?
- What if I’m already registered but haven’t placed my first shop yet?
Refer a Friend (for existing customers) ▸
- What's in the cheese and nibbles bundle?
- What's in the movie night bundle?
- What's in the tea and cake bundle?
- I have questions about Refer a Friend that you haven’t answered in the FAQs
- Why isn’t my voucher code working?
- Why didn’t I receive my voucher codes?
M&S ▸
- I'm missing products I used to shop when you were partnered with Waitrose. Will these items be replaced?
- Why are some items priced differently in M&S stores?
- Does M&S have a good range of vegetarian and vegan produce?
- How does the M&S range cater for free-from and other dietary requirements?
- What M&S brands do you stock?
- Do you sell M&S homeware?
Products ▸
- Why can't I find M&S sandwich platters on Ocado?
- 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?
Carrier bags ▸
- How do I get my Bag Recycle Bonus?
- Can Ocado stop using so many carrier bags?
- Why are you now charging 10p for 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?
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 & 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 ▸
Getting help ▸
GDPR ▸
Coronavirus (COVID-19) ▸
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?