Frequently Asked Questions
Small Order Charge
4hr Slots
- What happens if my delivery is late?
- How do I know when my delivery is on its way?
- How do I change my delivery date/time?
- Can I pick a 4hr Slot as my Reserved Order?
- Are 4hr Slots included in my Smart Pass subscription?
- Are there any additional charges for choosing a 4hr Slot?
Christmas
- When are you open and delivering over Christmas and New Year's?
- How many Christmas deliveries can I book?
- I'm an Anytime Smart Pass customer, how much is a Christmas delivery for me?
- I had early access to slots last year, why have I not been given them this year?
- I can see the Christmas shop is open, how do I book a slot?
- What’s the cut-off time for my order?
Ocado Price Promise
- How do I opt in to marketing communications?
- Do I have to opt in to marketing communications to get Ocado Price Promise vouchers?
- Why do I have to opt in to marketing comms to get my vouchers?
- Is this similar to your old Low Price Promise?
- Is there a maximum voucher amount?
- Why is my voucher only 10p when I know that some of the products I bought would have been cheaper at Tesco?
Everyday Savers
Price Lock
Smart Pass
- What is Smart Pass and what are the benefits?
- Manage my Smart Pass
- Will Smart Pass change the way you use my personal information?
- The payment has failed for my Smart Pass
- What's included in the Smart Pass discount on branded products?
- My Smart Pass membership is coming to an end. How do I renew?
Orders
- What happens if something I've ordered has to be substituted?
- I have ordered items for a special occasion - can you guarantee they'll be delivered with my shop?
- Can I print my order?
- Can I place my order over the phone?
- Can I reorder a previous shop?
- How do I reject substitutions?
Ocado Reserved
- What is Ocado Reserved?
- Can I cancel my Reserved orders whilst I'm on holiday?
- How far in advance can I edit my Reserved order?
- Why did you email me about a failed Reserved order if I've just signed up?
- Can I have multiple Reserved orders?
- I have Ocado Reserved orders, will my Christmas slot be automatically booked?
New to Ocado
Deliveries
- I have a bag of shopping I didn't order
- 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?
- Where is my delivery?
- How do I change the delivery address of an order?
Corporate Responsibility
- What is the Ocado 'Progress Van'?
- How have you planted 100k trees?
- 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?
- 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?
- What are some of the food poverty charities you’ve donated to via You Give We Give?
Personal details & Preferences
- Help with Passwords
- How do I opt out of Mother’s/ Father’s Day-related emails?
- Can I have my shopping delivered to a different address?
- How do I add a new address to my account?
- How do I change my delivery instructions?
- How do I sign up for or cancel marketing communications?
Payment & Charges
- How much does delivery cost?
- What is a small order charge?
- Where's my order receipt?
- Why is the 'total price' on my receipt different from the 'estimated total price' I was given when I ordered?
- How do you calculate how much VAT I'm charged?
- Why can I see a pending transaction from Ocado for £1?
Returns & Refunds
Checkout
Ocado Regulars
- I use Ocado Reserved – will my Regulars be added to my order automatically?
- If I change the quantity of a Regular in my trolley, will that change the quantity in future?
- How can I change the frequency or quantity of my Regulars?
- Do I choose Regulars, or are they chosen for me?
- How does Regulars work?
The Ocado App
Products
- What is a Featured product?
- Where can I find Ocado recipes?
- How can I tell you I want raw meat packed seperately?
- Water limit
- What is a catch-weight item?
- What is the sugar tax?
Carrier bags
- How is your Bag Recycle Bonus connected to the Government legislation on carrier bag charging?
- How and where do you recycle the bags that I hand back?
- Can I unpack the shopping and hand back the bags from the order being delivered?
- Do you still accept bags from other supermarkets?
- Why do Ocado continue to use plastic bags?
- Can Ocado stop using so many carrier bags?
Waste & recycling
SMS reminders
- Will it be used for marketing purposes?
- If I reply to the message will it go to my driver?
- Do I have to reply to the message?
- I've changed my phone number. How do I make sure I still receive reminders?
- Do I get an SMS if my delivery is early in the morning or late at night?
- Why didn’t I receive my usual reminder today?
Technical
Getting help
- When are the phone lines open?
- Do you have any warehouse or driver jobs available?
- Where can I see jobs at Ocado?
- Help with advertising claims
- How do I close my account?
- Where can I find your privacy and cookie policy?
M&S
- My main problem when shopping with M&S is the use-by dates. Are you working to improve this?
- Can I return products to M&S stores e.g. clothes/homeware?
- Does Ocado accept M&S gift cards?
- What is the M&S stance on animal welfare?
- Can I access the M&S food-on-the-go range online?
- What M&S brands do you stock?