Frequently Asked Questions
Christmas
- I am an Anytime Smart Pass customer. How do I use my free delivery voucher?
- How do I receive my free delivery voucher?
- I had early access to slots last year, why have I not been given them this year?
- What is the cut-off time for my order?
- Why are some of the Christmas items out of stock?
- I can see the Christmas shop is open, how do I book a slot?
Everyday Savers
Ocado Price Promise
- What is your Ocado Price Promise?
- How can I compare my shop against Tesco online?
- Why do the products which qualify for the Ocado Price Promise vary?
- Is there a maximum voucher amount?
- What products are included in the Ocado Price Promise?
- Does Ocado Price Promise replace any other initiatives?
Big Price Drop
Price Lock
Smart Pass ▸
- What is Smart Pass and what are the benefits?
- What Smart Pass schemes are available?
- 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 to edit an Ocado order from our app
- What happens if something I've ordered has to be substituted?
- How do I change my delivery date/time?
- How to edit an Ocado order from your computer
- If an item in my order is substituted, will the cost of my delivery change?
- How do I change or edit an order or delivery?
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 ▸
- What are your opening times over Easter?
- Can I have my shopping delivered to a different address?
- How do I book a delivery?
- How do you pack my groceries?
- How do I change the delivery address of an order?
- Where is my delivery?
Corporate Responsibility
- What is an eco shop purchase / what is the eco shop?
- Our Ocado Retail CO2 commitment
- 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?
- 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?
Personal details & Preferences ▸
- Why do I need to add a mobile number to my Ocado account?
- How do I opt out of push notifications?
- How do I opt out of telephone or postal marketing?
- How do I update my details?
- How do I sign up for text message delivery reminders?
- How do I change my delivery instructions?
Payment & Charges ▸
- How do I change my payment details for Ocado Reserved?
- Help with payment issues
- What payment methods do you accept?
- When will you charge me for my shopping?
- I don't recognise a transaction from Ocado
- Why can I see a pending transaction from Ocado for £1?
Returns & Refunds ▸
- How do I request a refund?
- Product recalls
- How can I get a refund for missing items?
- What is your returns policy for non-perishable products?
- Give feedback on damaged items
- I've found an item that I told you was missing
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 ▸
- Why are free range eggs currently unavailable in the UK?
- Sunflower oil substitution
- Frozen items are missing from my delivery
- What are featured products?
- How do I find products?
- Can I request a product?
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 ▸
SMS reminders ▸
- How do I sign up for SMS delivery 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?
Technical ▸
Getting help ▸
- What's happened to the Alexa skill?
- How do I manage what communications I receive from you?
- How can I contact you?
- Where can I find your privacy and cookie policy?
- How do I close my account?
- Help with advertising claims
M&S ▸
- 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?
- There are items I usually shop in store with M&S that I can't find on Ocado.com
Phishing emails ▸
Refer a Friend
- What is Refer a Friend?
- How do I claim my voucher? (for existing customers)
- Why didn’t I receive my voucher code? (for existing customers)
- I have questions about Refer a Friend that you haven’t answered in the FAQs
- Am I eligible to be referred to Ocado? (for new customers)
- How do I claim my voucher (for new customers)