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Frequently Asked Questions
Smart Pass ▸
- What Smart Pass schemes are available?
- What is Smart Pass and what are the benefits?
- Can I switch to another scheme?
- My Smart Pass membership is coming to an end. How do I renew?
- What do I do if I want to cancel my membership?
- What's included in the Smart Pass discount on branded products?
Orders ▸
- How do I change or edit an order or delivery?
- Where can I find the details of my order?
- How do I cancel an order?
- What is 'Instant Shop'?
- How do I know if I placed my order correctly?
- How do I view the items in my trolley?
Ocado Reserved ▸
- What is Ocado Reserved?
- How do I sign up for Ocado Reserved?
- Is Ocado Reserved free to use?
- Can I change the date or time of my Ocado Reserved delivery?
- Why does it take 30 days to place my first Ocado Reserved order?
- I’m going on holiday, can I pause Reserved?
New to Ocado ▸
Deliveries ▸
- How do you pack my groceries?
- How do I book a delivery?
- How do I change the delivery address of an order?
- Where is my delivery?
- What happens if my delivery is late?
- What happens if I'm not in for my delivery?
Corporate Responsibility
- What is the You Give We Give scheme?
- What exactly happens to the donations once made to You Give We Give?
- What are some of the food poverty charities you’ve donated to via You Give We Give?
- Is You Give We Give not just giving away Ocado stock that you can’t sell?
- 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?
Personal details & preferences ▸
- How do I update my details?
- How do I sign up for text message delivery reminders?
- How do I change my delivery instructions?
- How do I sign up for or cancel marketing communications?
- How do I add a new address to my account?
- Can I have my shopping delivered to a different address?
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?
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?
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?
Payment & Charges ▸
- Help with payment issues
- When will you charge me for my shopping?
- What payment methods do you accept?
- It looks like I've been charged more than my online order total, why is this?
- I don't recognise a transaction from Ocado
- Why can I see a pending transaction from Ocado for £1?
Returns & refunds ▸
Checkout ▸
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?
The Ocado App
- Can I request a refund through the app?
- Why isn’t the app working for me?
- Why am I not receiving notifications from the Ocado app?
- Will secure information about my Ocado account be held on my device?
- What is ‘Speedy checkout’?
- What is ‘One-Click’?
Products ▸
- Can I request a product?
- How do I find products?
- How do I add items to my trolley?
- Do you sell pet toys and accessories?
- How do I find groceries suitable for special diets?
- My product is missing an expiry date
Incident at our Erith Warehouse
Carrier bags ▸
- What is your Bag Recycle Bonus?
- How does the Bag Recycle Bonus work?
- What bags are included in the Bag Recycle Bonus?
- Why are you charging me for carrier bags?
- How much will I get charged for bags in my order?
- How do I get my Bag Recycle Bonus?
Waste & recycling ▸
- Can I return my Ocado wine boxes for 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?
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?
- Are SMS reminders free?
- How do I turn the reminder messages off?
- Why didn’t I receive my usual reminder today?
- Do I get an SMS if my delivery is early in the morning or late at night?
Technical ▸
Value Delivered ▸
- What is Value Delivered?
- What does the red pound icon mean?
- How do I know if a product is included?
- 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?
Getting help ▸
- Help with advertising claims
- Where can I see jobs at Ocado?
- How do I close my account?
- Where can I find your privacy and cookie policy?
- How can I contact you?
- How do I manage what communications I receive from you?
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?
Coronavirus (COVID-19) ▸
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?