Your Order & Terms and Conditions
We hope that you'll find our service easy to use, but just in case you have any questions, this section contains some useful information about Tesco Direct.
Catalogue Queries
1. Where can I get a catalogue?
You can get a catalogue in most superstores and Extras and all stores which have a Tesco Direct desk. Please call the store and ask them if they have any catalogues remaining. You can find your local store number at http://www.tesco.com/storelocator
2. My store has run out! When will it get some more catalogues?
We are sorry but if your store has run out, it will not receive any more. You should check with other stores. Catalogues are expected to run out in early October but you can find all the catalogue products on the website.
3. Will you post me a catalogue?
We are sorry but we will not be posting catalogues on request. Please check your local store to see if they have any left.
4. How much does the catalogue cost?
The catalogue is totally free.
5. Are the prices the same in the catalogue as on the website?
Over time, the catalogue prices will slowly become out of date. With prices generally falling, you can check the latest price on the website.
6. Are the products the same in the catalogue and on the website?
There is an extended range of products on the website, but all products in the catalogue are on the website except for those that are discontinued.
7. When will the next catalogue come out?
We plan to print a new catalogue in the Spring and then again in the Autumn.
8. Is the catalogue environmentally friendly?
Yes! Our catalogue is printed on paper from mills that conform to internationally recognised environmental standards.
How to shop at Tesco Direct
1. How do I register with Tesco Direct?
When you visit the Tesco Direct homepage you will see a link near the top of the page that says sign in/register. If you follow that link, you will be prompted to enter and confirm your email address, postcode, and Tesco Clubcard number.
If you do not have a Clubcard you can either pick up a temporary card in store and contact our Clubcard helpline to register this for you, or tick the box to say you don't have one yet and we will set you up with a "virtual" Clubcard. You will then be prompted to give information about your name and address. Follow the instructions and complete the form and you will receive a confirmation email very shortly at the address you registered with Tesco.com. You can use your "virtual" Clubcard at any of the online Tesco stores and you will receive statements showing how many points you have earned. However, if at a later date you would like to have a physical card you should pick up an application form in store and contact the Clubcard helpline. They will be happy to transfer any "virtual" points over onto your new physical Clubcard. Please see our Clubcard help pages for any further information.
2. How do I search for products?
There are several ways to navigate the Tesco Direct site and find the items you need.
Keyword Search
You can use the search box and type in keywords that relate to your product, like "laptop" or "camera", or a brand, like "Samsung" etc.
Some words may bring a lot of matches so to produce more helpful and precise search results, try adding in an extra word or two. For example, "laptop" will return results showing computers, cases, accessories, but if you enter "leather laptop bag" you will limit the results to the type of product you're looking for.
Category Search
For an alternative way to find products, first go to the Tesco Direct home page and select the category of product that interests you, for example, "House and Home". You can either click on that heading or hover over the link for a drop-down menu to appear which will allow you to select a more specific category, for example, "lighting".
Within the category you want, you can look at the menu on the left-hand side of the page and filter products by price, brand, style of product, and so on, depending on the category you've selected.
Buying Guides
Alternatively, you can consult our Buying Guides to guide you through the products we sell.
Catalogue Number Search
Another option is to consult the printed catalogue and enter the product's catalogue number into the search bar at the top right part of the page. This will take you directly to the product details page you want.
3. Can you send me an upholstery or textile sample (swatch)?
Swatches can be ordered for certain products such as sofas and armchairs. If swatches are available, this will be shown on the product details page.
The product details page (for a specific sofa or armchair) will have a link to an online form for ordering swatches. If you complete this form a sample should be sent to you within a week. Alternatively, you can also view the full range of swatches at any Tesco Direct collection desks.
To locate your local store with a Tesco Direct collection desk, please visit www.tesco.com/storelocator
4. When is my credit / debit card charged?
When you place your order we make an initial check with your card issuer which may temporarily show as a reserved payment of £2. This amount is never charged to your account by Tesco Direct and should be released by your bank within a day or two.
If this initial check has been successful your full order payment is normally reserved within 5 or 10 minutes. These reserved funds are then charged the following day. The payment would normally appear on your payment card statement the day after your order is placed.
If there are problems with your payment there may be a delay processing your order. If we are unable to successfully process payment your order may be cancelled, however you will be notified of this via email or phone.
5. What are my options for making a payment?
You can pay with Mastercard, Visa Credit Card, Maestro, Switch or Delta debit card or Solo card, American Express, Clubcard Plus, Tesco Gift card, and Clubcard vouchers. You can pay by cash or cheque (in certain stores, with a suitable guarantee card) in-store only.
If for any reason we can't deliver an item to you that's already been paid for, we will give you a full refund as explained in our refund policy.
For enhanced protection when shopping online, Tesco Direct is now using the Verified by Visa (VbV) security programme from Visa and the SecureCard system from Mastercard. VbV and SecureCard allow you to create your own personal password to use as an extra security measure for any online Visa or Mastercard payments you make.
Please check the Visa or Mastercard websites for more detail at www.visa.com and www.mastercard.com/uk. Alternatively, please phone your bank for more information and assistance.
6. What is "Verified by Visa" and "MasterCard SecureCode"?
For enhanced protection when shopping online, Tesco Direct is now using the Verified by Visa (VbV) security programme from Visa and the SecureCard system from MasterCard. VbV and SecureCard allow you to create your own personal password to use as an extra security measure for any online Visa or MasterCard payments you make. Please check the Visa or MasterCard websites for more detail at http://www.visa.com and http://www.mastercard.com/uk. Alternatively, please phone your bank for more information and assistance.
7. I'm having problems ordering because of Verified by Visa, MasterCard SecureCode or other payment issues.
If you are having any payment problems such as using Verified by Visa or MasterCard SecureCode please contact your card issuer directly for more information.
8. How do I receive my warranty?
If you buy your warranty at the same time as the product, your warranty is effective from the date you receive your item. The warranty document itself will be dispatched to you within 28 days of purchase. For more details please see our warranties.
9. How do I use the accessibility functionality on Tesco website?
For full information on Tesco's accessibility functions, please see our accessibility information.
10. Where are your Tesco Direct collection desks?
Choose one of our in store desks to browse through the catalogue, order and arrange pick up in-stores for £4.85 or FREE on orders over £25 at selected Tesco Direct collection desks. Our number of stores has been extended and more are being added in the coming months.
Extras: Bar Hill Cambridge , Colchester , Coventry Arena, Coventry Crosspoint, Long Eaton, MK Kingston, Newton Aycliffe, Northampton South, Redditch, Shrewsbury Cattle Market, Weston Favell, Horwich, Irlam, Mansfield, Wrexham, Basildon, Port Glasgow, Poole 3 Fleets Corner, Failsworth, Coulby Newham, Redruth, Coatbridge.
Superstores: Aldershot, Clevedon, Edinburgh, Honiton, Leyton, Rawtenstall, Saffron Walden, Sevenoaks, St Mellons, Wokingham & Worksop.
Homeplus: Bristol, Chelmsford, Denton, Southampton, Staines ,Telford, Bombrorough.
Metros: Ealing Broadway, Eastleigh, Cheshunt, Mexborough, Walsall
Please check www.tesco.com/storelocator for the latest list of stores.
Please note, if you order a product to be collected from one of these stores, we will hold your product for 14 days before it will be returned.
11. Can I reserve products for pick up in store?
Currently you cannot reserve Tesco Direct products in store to be purchased at a later date. However you can purchase items online or over the phone and pick up in stores for £4.85 or FREE on orders over £25 at selected Tesco Direct collection stores. Please check www.tesco.com/storelocator for the latest list of stores.
If you choose to collect your items from a Tesco Direct Desk you will be asked to present a form of identification when collecting your goods.
If you paid for your order using a credit card, please make sure that you bring this credit card with you.
If you paid for your order by any other means at a Direct desk, then please bring the printed order confirmation sheet as ID. If you have lost the order confirmation sheet, then please bring one of the following forms of ID with you to collect your goods:
- Passport
- UK Photo Driving Licence
- Portman Card
- Citizen Card
- Euro 26 Card
- Connexions Card
- Validate UK Card
If you do not have any of the above forms of ID, please contact our Customer Service Team on 0845 600 44 11†.
12. Are all items in Tesco shops available to buy online?
Not all store products are available to buy online, but our website does have the largest range of Tesco Direct products as well as the most up to date prices and promotions
13. How do I check stock at a store?
If you would like to check store availability for any item please contact your local store by using www.tesco.com/storelocator. Please note that we have a much bigger selection of items online than we have available in-store.
If an item is out of stock, unfortunately our Customer Service Centres do not have any further stock information. As soon as stock is available, the website will be updated with this information.
If you would like to be automatically notified of when an item is back in stock, please use our "Email when back in stock" tool. Click here for more details.
We are unable to guarantee any prices or promotions as part of this service.
14. What does it mean when it says "product and sizes may vary"?
Items with this description come in a variety of colours, sizes and/or types. Unfortunately, due to manufacturer restrictions, we are unable to select specific colours, sizes or types for you. If you need to return an undamaged item please see How do I return non-damaged items? for more information.
15. Are online prices the same as store prices?
The online prices of items are usually the same as store prices, but occasionally will vary in stores that stock the product. Prices in the catalogue should be the same as our shops at the time of printing the catalogue, but product availability and prices may vary during the life of a catalogue. The Tesco Direct website will show you the broadest range of products and the most up to date information on prices and availability.
16. How do I find the latest price of a catalogue item?
The Tesco Direct website will show you the broadest range of products and the most up to date information on prices and availability.
17. How do I use Clubcard vouchers and e-coupons?
You can only use your vouchers and ecoupons once. For more information on Tesco Clubcard please visit http://www.tesco.com/clubcard or call our dedicated Clubcard number on 0800 59 16 88*.
The Clubcard help line is open 9am to 8pm Monday to Friday and 9am to 5pm on Saturday.
18. I forgot to use my new Clubcard voucher.
Unfortunately we are unable to add eCoupons/Clubcard Vouchers to your order after it has been submitted. However, you can still use your eCoupon/Clubcard voucher on another order, provided the expiry date is still valid.
For more information on Tesco Clubcard please visit http://www.tesco.com/clubcard or call our dedicated Clubcard number on 0800 59 16 88*.
The Clubcard help line is open 9am to 8pm Monday to Friday and 9am to 5pm on Saturday.
19. My eCoupon/Clubcard voucher hasn't worked.
If your promotional savings are not shown on your order confirmation, please contact Customer Services on 0845 600 44 11†.
Our Customer Service centre is open:
- 8am to 11pm Monday to Friday
- 8am to 8pm on Saturday
- 10am to 6pm on Sunday
20. What are "cookies" and how do you use them?
Like many other web sites we use Cookies on our site. Cookies can help a website to personalise your visit. A Cookie is a text-only string of information that a website transfers to the Cookie file of the browser on your computer's hard disk so that the website can, amongst other things, remember who you are.
A Cookie will typically contain the name of the domain from which the Cookie has come, the "lifetime" of the Cookie, and a value, usually a randomly generated unique number. You can set your browser to prevent Cookies but this will limit the functionality we can provide you on your visits to our site.
21. Do your prices include VAT?
All prices include VAT unless we say otherwise. However, the product price you see does not include the delivery charge which is extra as advertised.
22. How do I get a VAT receipt?
Please Note: You will receive a delivery note with your order which can be used for any further correspondence with Tesco Direct. If you require a VAT Receipt for claiming back business expenses, please follow the instructions below. The VAT Receipt will normally take up to 14 days to arrive (usually by email).
To request a VAT receipt online, click on "Where is my order?" at the bottom of the page (you may need to log in to your account if you haven't already). Under the relevant order number click on "Request a VAT receipt" and check the details on the request form. Once you are happy that all the details are correct click on the "Send" request button.
23. Do you offer guarantees and warranties?
Yes, Tesco Direct offers warranties on a wide range of our electrical and furniture products. However, we only provide cover on items purchased from Tesco Direct. We don't offer cover on products bought elsewhere.
If Tesco warranties are available for a product, they will be displayed next to the item in the product search pages. Once you have added the relevant product into your shopping basket, you can also add the warranty into your basket, if you wish.
Please note that after buying your Tesco Direct item, you still have 30 days from the date of purchase to take advantage of our warranty covers. After 30 days from the date of purchase, you will no longer be able to buy Tesco Direct warranty cover on your Tesco Direct item.
For more details please see warranty information page
24. An item I want is unavailable. How can I find out when it comes back into stock?
The quickest and easiest way to find out when an unavailable item comes back into stock is to use our online "Email me when back in stock" tool.
Wherever this is available next to a product description, just click on the link saying "Email me when back in stock" and follow the instructions. You will need to be logged into your Tesco.com account to use the service as, for security purposes, we can only send updates to the email address you have registered on Tesco.com.
Once you have submitted your email request, we will email you as soon as the item comes back into stock or send you an update in 7 days. If the item is not back in stock within 2 weeks, we will email you again to check whether you are still interested in receiving further updates or not.
Our email "stock update" service provides up to date stock availability - please note that our Customer Service Centres do not have access to any further stock information, and it may take a week or two before new stock is available. We are unable to guarantee any prices or promotions as part of this service.
Managing your order
1. How do I know if my order has been accepted?
If your order has been accepted you will receive an email confirmation of your purchase shortly after completing your online checkout.
If you placed your order in-store you will receive a receipt with your purchase.
If you placed an order by phone you will be advised of your order confirmation number at the end of your call. Please keep a record of this number as it will help us deal with any future enquiries you may have as quickly as possible.
Please note that after we have accepted your order your card issuer needs to complete their checks. They may subsequently decline your payment and we will have to cancel the order. If this does happen, we will contact you by email or phone and you should contact your card issuer for more details. Please check for emails confirming this or review the progress of your order using our order tracking function.
2. Why has my order been cancelled due to payment issues?
There are a number of reasons why payment issues may result in an order being cancelled. In the first instance, these can include not having enough credit or being declined as part of a fraud check. Please contact your card issuer for more information.
3.Can I amend or add to my existing order?
In order to meet our delivery promises it is normally not possible to amend your order, particularly for next day delivery items. Please note that you cannot add new items into a confirmed order after the checkout stage, you will need to place a new order instead.
4. How do I cancel my order?
If you do need to cancel an order, please contact Customer Services on 0845 600 44 11† as soon as possible.
Opening times are:
- 8am to 11pm Monday to Friday
- 8am to 8pm on Saturday
- 10am to 6pm on Sunday
5. Can I change my delivery time or address?
In order to meet our delivery promises, it is normally not possible to amend your order, particularly for next day delivery items.
However if you do need to change your delivery time or address please contact Customer Services on 0845 600 44 11† as soon as possible. Customer Services may advise you to cancel the order and place a new one.
6. Can I change my 2 hour time slot delivery?
No, unfortunately once a 2 hour time slot order has been processed it cannot be altered. Please note that if you are not in to receive a pre-arranged 2 hour time slot delivery, your order will be cancelled and the cost will be refunded to your card, minus the delivery fee.
7. How do I see a history of my orders?
When you are signed into your Tesco.Com online account click on the "My Account" link. This will allow you to review any of your online orders with Tesco as well as update your account details
8. I have only ordered large products. How do I get an invoice?
You will receive a delivery note with your order which can be used for any further correspondence with Tesco Direct. If you require an invoice for any other reason, please contact our Customer Service Centre on 0845 600 4411† and they will be pleased to assist you.
Similarly, if you would like a VAT receipt please contact our Customer Service Centre on 0845 600 4411† and they will arrange for this to be sent out to you. You should receive the VAT receipt within 14 days of making your request.
Deliveries and store location
1. What are the delivery options?
See full details of our delivery options. The delivery options available for each product are shown on the "Delivery Options" tab which is displayed on every product details page.
2. How are items delivered?
All items are delivered direct to your door, for larger items we will deliver the item to wherever you want it placed in your home. It would help us if you could measure the room of your choice, as well as any stairs and passageways to make sure the item will fit.
When placing your order please specify delivery instuctions, e.g. narrow road. We can unwrap and remove the packaging. Once you are happy we will ask you to check the condition of the goods and sign for delivery. We can carry out light assembly e.g. place sofa uprighted, add on castors, all free of charge.
For items requiring installation, please see our delivery options.
3. How do I make sure I get next day delivery?
If you place your order before 12pm (noon) Sunday to Friday, your order will be delivered the next day. Please note that orders placed on Saturdays will be delivered Monday and that there are certain exceptions for addresses in Northern Ireland and remote locations. Full details are available on our delivery options page.
4. Which postcodes have slower delivery?
Unfortunately, we do not deliver to the Channel Islands, Scilly Isles, Isle of Man, Scottish Islands, BFPO addresses and certain other selected postcodes. Please note that we do ship to Northern Ireland and selected postcodes in the Highlands & Islands, but delivery can take slightly longer. Full delivery details are available on our delivery options page and postcodes with slightly longer delivery times are listed here.
5. Where in the UK will Tesco Direct not deliver?
Unfortunately, we do not deliver to the Channel Islands, Scilly Isles, Isle of Man, Scottish Islands or BFPO addresses. Please note that we do ship to the Highlands & Islands and Northern Ireland, but delivery can take slightly longer. Full delivery details are available on our delivery options page and postcodes with slightly longer delivery times are listed here.
6. Do you offer international delivery?
Unfortunately we do not offer international delivery at this time.
7. Can I order from an international location?
Yes. You can place an order from outside the UK, but the order must be delivered to a UK delivery address.
8. Do you deliver BFPO?
Unfortunately, at this time we do not deliver to BFPO addresses.
9. How will I know when to expect my delivery?
Small Items
For smaller items you have the option of next day delivery and next day store pick up (if you place your order before 12pm Sun - Fri) or 2 hour time slot any day of the week. Delivery to some postcodes such as Northern Ireland and outlying areas takes 2 business days. Delivery to Islands may take slightly longer.
Diamond Jewellery
Diamond Jewellery will be delivered by Royal Mail Special Delivery and will arrive within 5 days of ordering.
Large Items
For larger items you can normally choose your delivery date when you place your order. For items that are delivered directly by our suppliers, e.g. snooker tables or those which require special installation such as gas cookers or where you don't have your postcode to hand, we will not be able to confirm delivery dates when you order, but will ring you back to arrange delivery. Similarly, if you live in Northern Ireland or a more remote part of the UK we will call you to make special delivery arrangements.
For delivery of larger items we will contact you the day before the delivery by text or by phone to remind you we're coming. For extra convenience, our large item delivery crew will try to call you 1-2 hours before delivery. If for any reason we are unavoidably delayed, we will call you to let you know.
10. Will you deliver to businesses?
Yes, Tesco Direct will certainly deliver to business addresses. However, our products are for personal use only and we are not responsible for any loss a business may encounter having used them. Please see our full Terms & Conditions
11. Can I send different products from the same order to different addresses?
No. When you place an order, all items will be delivered to a single address. To send items to two different addresses, you will need to place two separate orders.
12. Where is my order?
We will keep you informed on the progress of your order by email and on the website. To find out the latest status of your order online please visit http://direct.tesco.com/ordertracking. Please note that our Customer Service Team does not have a more specific time of arrival for any parcels.
We will keep you informed of any changes to the status of your Tesco Direct order either via email, text or phone. Therefore please ensure your contact details are up to date on your Tesco Direct account so we can contact you as quickly as possible.
Please note that deliveries to some postcodes, eg. delivery to Highlands & Islands and Northern Ireland can take slightly longer than normal and unfortunately we do not deliver to the Channel Islands, Scottish Islands, Scilly Isles, Isle of Man and BFPO addresses.
Please see full details of our delivery options.
13. My Tesco Direct delivery is late
We try our very best to inform our customers of any potential delay as soon as possible.
Occasionally delays can happen which are often beyond our control. If this means your order cannot be delivered on the confirmed delivery date, we will contact you as soon as we know of any delay. Please check the confirmed delivery date on your order confirmation and ensure you have not recieved any further emails or text messages from us with updates on the progress of your order.
For next day delivery orders, please note that you must order before 12pm (noon) Sunday - Friday. Orders placed after 12pm (noon) or on a Saturday will usually take two days to arrive. Please also check here which postcodes have slower delivery.
If you have selected the 2-hour time slot delivery you should receive a call to inform you about any delay to your delivery time. If for any reason you don't receive a call, please contact Customer Services on 0845 600 44 11†.
Opening times are:
- 8am to 11pm Monday to Friday
- 8am to 8pm on Saturday
- 10am to 6pm on Sunday
14. My Tesco Direct order has items missing. What do I do?
We are sorry if there are items missing from your Tesco Direct order.
Please contact Customer Services on 0845 600 44 11† and we will do all we can to rectify the situation.
Opening times are:
- 8am to 11pm Monday to Friday
- 8am to 8pm on Saturday
- 10am to 6pm on Sunday
If you have a mixture of large and small items in your order, please check your order confirmation to see if they are being delivered separately by different carriers. The order confirmation will show the conditions for each delivery.
15. I have not heard from the courier
Small Items
Unless there is a problem with your small item delivery or collection you will not receive any further contact from the courier after you have placed the order.
Large Items
For delivery of larger items, such as furniture, beds, washing machines and large screen TVs we will contact you the day before the delivery by text or by phone to remind you we're coming. For extra convenience, our large item delivery crew will try to call you 1-2 hours before delivery. If for any reason we are unavoidably delayed, we will call you to let you know.
If you have not heard from our large item courier the day before your expected delivery date, please contact our Customer Service Centre on 0845 600 4411†
Direct from Supplier Deliveries
If you have placed an order for items delivered directly from the supplier, you should be contacted by them within 48 hours to confirm a suitable delivery date. If you have not heard from them after 48 hours, please contact our Customer Service Centre on 0845 600 4411†
16. What if the product I have received appears to be different from the description?
We have taken care to display and describe items as accurately as possible. Despite this we regret that slight variations may occur. We will always try to arrange for a replacement product or alternatively a refund will be given.
17. What happens if I'm not in for a delivery?
For smaller item deliveries we will try to leave the item with a neighbour or in a secure place and drop a card through the door to let you know where we've left it. However, if we can't deliver the item, the card will indicate we called. We will normally deliver again on the next working day, but if this is not convenient you will need to call the number on the card to arrange an alternative delivery day.
However, if you have arranged a delivery using a 2 hour time slot on a Tesco.com van you will need to be home to receive your delivery otherwise we will have to cancel and refund your order.
For security or legal reasons certain products must be signed for by an adult, 18 years or older. We will notify you about this at the point of ordering.
For larger deliveries we will leave a calling card with a contact number to call us to re arrange a delivery. We will never leave a large furniture item or appliance outside your home and our delivery crews must always obtain a signature of delivery.
Unfortunately, we cannot offer the ability to collect goods from our local delivery depots - all goods are for delivery to the home or other specified location at the time of order.
18. Who can sign for delivery?
If required, anyone in the household over the age of 18 may sign for deliveries from Tesco Direct.
19. I would like to collect my parcel from store. Which stores offer this service?
There are a growing number of stores around the country with in store desks, which can be used for placing orders with Tesco Direct or arranging a pick up in-store for £4.85 or FREE on orders over £25 at selected Tesco Direct collection desks.
When you place your order, you will be able to select which store you would like to collect your order from. The most up to date list of available stores will be provided to you when you place your order.
If you choose to collect your items from a Tesco Direct Desk you will be asked to present a form of identification when collecting your goods.
If you paid for your order using a credit card, please make sure that you bring this credit card with you.
If you paid for your order by any other means at a Direct desk, then please bring the printed order confirmation sheet as ID. If you have lost the order confirmation sheet, then please bring one of the following forms of ID with you to collect your goods:
- Passport
- UK Photo Driving Licence
- Portman Card
- Citizen Card
- Euro 26 Card
- Connexions Card
- Validate UK Card
If you do not have any of the above forms of ID, please contact our Customer Service Team on 0845 600 44 11†.
Alternatively, before placing an order, you can use our Store Locator.
In the "Search" area of the page, simply type in your town or postcode, select the "Tesco Direct collection" option and you'll find out which is your closest store.
We will hold your product for collection in-store for 14 days before it will be returned to our warehouse.
Returns and refunds
If you change your mind, or any of our products fall below the high standards you expect, we are happy to refund or exchange the product within 28 days of receipt, provided it is returned, as sold, with all the original packaging, tags, labels and accessories. Please have your invoice or delivery documents with you, as you will need this to return your item.
1. What if I receive an unwanted or cancelled delivery?
If you decide that you do not want a parcel that is about to be delivered, please refuse the delivery without opening any of the packaging. The delivery driver will not be able to take back opened packages at this stage.
If you have already called our Customer Service team to cancel an item and it is still delivered, please refuse the delivery without opening any of the packaging. This will allow us to complete the refund process as quickly as possible.
2. How do I return non-damaged items?
We hope you'll be more than happy with your Tesco Direct delivery. However, if you change your mind you are welcome to return non-damaged items within 28 days of receipt along with your invoice and original packaging, tags, labels and accessories in the condition you bought it in.
Some smaller items may be returned to a local store. These are indicated on your invoice. Please take the item and the invoice along to any Tesco Extra or Tesco Superstore where we'll refund you. See www.tesco.com/storelocator to find your nearest store.
We can collect most larger items free of charge, just give us a call on 0845 600 44 11† and we will arrange a return date.
Please note that the return must include all parts of the item(s) ordered, including free gifts, etc.
Tesco Electrical and Tesco Furniture Cover are eligible for a full refund within 45 days of purchase. Please read the full terms and conditions of cover for more details. Please read a summary of this cover.
The following ranges differ slightly from our standard returns policy: paints, oils, items with petrol engines (e.g. lawn mowers) & diamond jewellery. Further details on how to return these products can be found in our returns policy.
See full details on returning Tesco Direct products.
3. How do I return to store?
In certain circumstances, unwanted products can be returned to store and usually this is the quickest way to get a refund. Please see 'How do I return non-damaged items?' and our returns policy for full details on returning Tesco Direct products.Small items indicated on your invoice may be returned to a store. Please take the item and the invoice along to any Tesco Extra or Tesco Superstore where we will issue a refund. See www.tesco.com/storelocator to find your nearest store.
4. I paid in cash; can I get a cash refund in store?
If you paid by cash and obtain your refund in-store, we will refund you in cash up to a limit of £2,000; for all other refunds of cash purchases, we will send you a cheque. Please check your invoice to ensure that your product can be returned to a Tesco store for a refund.
5. How long will it take to receive a refund?
If you have contacted the Customer Service Centre to arrange a refund back onto your payment card, it will usually take 3-5 business days for the refund to appear in your account. Cheque refunds will usually take 14 days to arrive.
6. Can you collect my unwanted products?
In certain circumstances, unwanted products can be collected. Please see 'How do I return non-damaged items?' and our returns policy for full details on returning Tesco Direct products.
7. How do I prepare my returns?
If possible, please replace the item into the box and/or packaging it arrived in and ensure that there are no sharp objects protruding.
Please note that the return must include all parts of the item(s) ordered, including free gifts, etc.
For reasons of health and hygiene, body jewellery and personal grooming products cannot be returned for any reason other than manufacturing fault.
Any flat-pack furniture that has been partially or fully assembled cannot be returned for any reason other than manufacturing fault.
Please ensure that petrol-powered products have been completely emptied of all fuel and oil.
See full details on returning Tesco Direct products.
8. How do I return diamond jewellery?
To return diamond jewellery purchased from Tesco Direct, please place the jewellery in the Royal Mail Special Delivery Freepost envelope provided at the time of purchase. If you don't have an envelope, please phone our Customer Services centre at 0845 600 4411† to get one sent to you. Take the item to the post office and it will be returned to the manufacturer.
Please make sure that you get a receipt from the post office due to the value of the item being returned. The refund can take up to 30 days to be actioned due to the verification process that the manufacturer must follow.
See full details on returning Tesco Direct products.
9. Can you give me product advice?
Absolutely. We've put together a whole range of buying guides with help and advice on everything from TVs and computers to bikes and infant booster seats. See our buying guides.
10. How do I exchange a product?
To exchange a Tesco Direct item please call us on 0845 600 44 11†. We will arrange the return of your existing item and the delivery of your replacement product.
Please see 'How do I return non-damaged items?' and our returns policy for full details on returning Tesco Direct products.
Currently our exchange process involves the return and refund of your original order and the creation of a new order for the replacement product.
If you have arranged for the refund to go back onto your payment card, it will usually take 3-5 business days for the refund to appear in your account, depending on your card issuer. Cheque refunds will usually take 14 days to arrive. Payment for the replacement item will be taken immediately.
11. What if the item is damaged or faulty?
If you find your product is not working when you first use it, then please contact Customer Services. Tesco guarantees its electrical and furniture products for 1 year. For some items you can also choose to purchase an extended warranty when you place an order. Visit www.tesco.com for further information.
Here are some useful helplines to call that could help you if your product is faulty or you are having trouble using it.
Electrical items - 0845 456 6767†
Mobile Phones - 0845 300 6660†
For all other products, or if you need a manufacturer's helpline that is not listed on the website Help pages, please call our Customer Services on 0845 600 44 11† who will be happy to help. Your statutory rights are not affected.
What if the product I receive is different from the description?
We have taken care to describe and show items as accurately as possible. Despite this, we regret that slight variations may occur. We will always try to arrange for a replacement. Alternatively a refund will be given.
Are there any non-returnable products?
Some products unfortunately cannot be returned unless they are faulty and so are excluded from the Tesco 28 day returns policy.
These include:
- Perishable items
- Items which cannot be resold for health or hygiene reasons once unwrapped (for example mattresses, divans, earrings, body jewellery and personal grooming products).
- Self-assembly furniture if part or fully assembled.
- Items which have been installed using our installation service.
- We may restrict the exchange of CDs, DVDs, videos and computer software to the same title due to the problem of unlicensed copying.
The following ranges differ slightly from our standard returns policy: paint, oils, items with petrol engines (eg. Lawn mowers), diamond jewellery and bathroom suites. Further details on how to return those products can be found in our returns policy or by calling 0845 600 44 11†.
Buy Now Pay Later
1. What is Buy Now Pay Later and can I get it?
Our Buy Now Pay Later scheme enables selected Tesco Credit Card holders to make purchases from Tesco Direct of selected items interest free for a fixed number of months. During this time you will not have to make any payment on these items or any other items which you pay for at the same time. Please read the specific terms which apply to this special offer.
This scheme offers Buy Now - Pay Later for a set period for selected items bought from Tesco Direct, using a UK personal credit card issued by Tesco Personal Finance.
The offer applies to selected items only, available for purchase at www.tesco.com, Tesco Direct store desks and over the phone.
2. Does the offer apply to all the products in my basket even if they are not linked with a BNPL offer?
Yes, if you are purchasing a product with a BNPL offer, are paying with a TPF Credit Card and choose to accept BNPL, it will be applied to all the products in your basket.
3. Will I earn Clubcard points on any BNPL purchases?
Yes. You will continue to earn Clubcard points at the standard rate for your credit card. Please check your credit card terms and conditions for full details of these rates.
4. If I am buying several products with different BNPL offers attached, which offer will apply?
The longest BNPL period will be applied to the entire basket.
5. Will my BNPL transaction be included when calculating my monthly minimum payments?
No. Your monthly payments will be calculated excluding any BNPL purchases. So if you have only a BNPL transaction on your balance you will have no minimum repayments to make.
6. Can I pay off my BNPL purchase before the interest free credit period expires?
Yes, You can pay off your BNPL section of the balance at any stage before the BNPL period expires. You can pay all or part of the balance off. If you wish to do this please contact Tesco Personal Finance on 0845 300 7183† and speak to an operator.
7. If I normally clear all my balance in full every month by Direct Debit, will my BNPL purchases be automatically cleared each month?
No. Buy Now - Pay Later balances will not be cleared until the end of the Buy Now - Pay Later period, when they will be taken from your account at the next Direct Debit date up until which time no interest will be charged.
8. How will I be able to identify BNPL balances on my Credit Card statement?
Your statements will show your Buy Now - Pay Later balances separately and will warn you when your interest free period is about to run out.
9. Will I be reminded when the BNPL period is due to expire?
Yes. Your statements will show your Buy Now - Pay Later balances separately and will warn you when your interest free period is about to run out.
10. What happens when the BNPL period is finished?
At the end of a Buy Now - Pay Later period, the outstanding balance will automatically be treated as a normal purchase balance and charged at your standard purchase rate. The amount will, from then on, be included in your minimum payment calculation.
11. Is the BNPL offer open to any Credit Cardholders?
No. The offer is only available for customers who hold a current credit card issued by Tesco Personal Finance, with sufficient remaining credit limit to purchase the qualifying item(s). This includes customers who hold the following cards: Tesco Credit Card, Tesco Finest Credit Card, Tesco Bonus Credit Card and Tesco Clubcard Credit Card.
This scheme offers Buy Now - Pay Later for a set period for selected items bought from Tesco Direct, using a UK personal credit card issued by Tesco Personal Finance.
The offer applies to selected items only, available for purchase at www.tesco.com, Tesco Direct store desks and over the phone.
12. Can I apply for a Tesco Credit Card now?
You can pick up an application pack in store, call for an application pack on 0800 406 050, or apply on line at www.tesco.com/finance
For existing Tesco Credit Card customers with queries, please refer to Tesco Personal Finance on 0845 300 4277†.
Technical Help
1. Are there any known issues with certain Internet browsers?
To use Tesco.com, you will need one of the following browser versions or higher:
- Microsoft Internet Explorer 6.0
- Netscape 7.0
- Opera 8.5
- AOL 9.0
- Firefox 1.5
You will also need your browser to be enabled to use both JavaScript and cookies.
For Technical Help using our website, please see the relevant section on http://www.tesco.com/help/grocery
2. Where can I get help with my electrical products?
Please see the contact details on your invoice or contact the manufacturer directly. See our "Contacts" page for more details.
Terms and Conditions
1. What are distance selling regulations and my rights?
Under UK Distance Selling regulations you have a number of legal rights. One of these is the right to cancel any order you have made and to receive a full refund.
Once you have received your order you are entitled to a cooling off period of 7 days in which you can return the product, as long as it is in the same condition as you received it with all accompanying packaging. You must also include all parts of the item(s) ordered, including free gifts, etc. Tesco extends this to 28 days, provided the item is undamaged, unused, and in original condition.
There are some products that unfortunately cannot be returned unless they are faulty and so are excluded from the Tesco 28 day returns policy. Pease see returns policy for more details on these items.
For more detailed information regarding your rights as a customer, please see http://www.opsi.gov.uk. Please note that we cannot be held responsible for the content of external websites.
Please visit Tesco Direct's Terms and Conditions for more information.
Please visit Tesco's General Terms and Conditions for more information.
2. What is your security policy?
You can be totally confident when you are shopping with Tesco.com. Our Secure Server Software encrypts your credit card information to ensure your transaction with us are private and protected as they travel over the Internet.
We accept orders only from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example Versions 3.0 or higher of Internet Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.
For Technical Help using our website, please see the relevant section on http://www.tesco.com/help/grocery
3. Tesco Direct Privacy Statement
Tesco is committed to protecting your privacy. If you give us permission, we will use your information to provide and personalise our service. We will access the information recorded through the use of your Clubcard to help us improve our service to you and to make our communications more relevant. We will never pass your personal data to anyone else, except for Tesco Group companies, any successors in title to our business and suppliers that process data on our behalf both in the UK and abroad.
We may use your information to send you offers and news about Tesco products and services or those from other companies which we think may be of interest to you, or we may contact you for market research. If you would prefer not to hear from us, or if you would like further information, please see online at www.tesco.com/direct, call Customer Services on 0845 600 44 11†, or write to: Privacy Officer, Corporate Secretariat, Tesco House, Delamare Road, Cheshunt, Waltham Cross, Hertfordshire EN8 9SL.
Everything you see printed in the Tesco Direct catalogue is owned by Tesco. It's protected in a number of ways which means no-one else can legally copy, modify, reproduce or distribute any of it for commercial purposes without our written permission.
Tesco Direct is owned and operated by Tesco Stores Limited, Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL.
Company registration No. 519500, VAT no. GB22043083
*Free from BT landlines. Other providers vary. Calls may be recorded.
† Calls charged up to 4p per minute from BT landlines. Other providers may vary.