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    Tesco Online shopping help

    First version valid from 1. february 2020.

    Call us on: 800 222 555
    E-mail: potravinyonline@itesco.cz

    Registration and My Account

    How do I know whether Tesco Online Shopping will deliver to my address?

    To check whether we deliver to you, go to our Check My Area page and enter your postcode.

    Do I need to have a Clubcard to register?

    No, you don´t need a Clubcard to shop online. However, if you do have a Clubcard, you can enter the number when you register to receive Clubcard points on your shopping, just like in store.

    What personal details will I need to enter in order to register for Tesco Online Shopping?

    To register you will need to enter your:

    • Email address
    • Address where you want your shopping to be delivered
    • Address nickname (this is for your reference, e.g. “home”)
    • Phone number
    • Full name
    • A password
    • Clubcard number (this is optional – you can enter this information if you want to receive Clubcard points for your shopping)

    How old do I have to be to register?

    The Service may be used solely by a natural person older than 18 years of age who agrees with the Business and Product Terms and Conditions, gives consent with its personal data processing and registers at www.itesco.cz/potravinyonline/.

    How long should my password be?

    Your password should be between 8 and 15 characters in length, and can contain a mixture of letters and numbers.

    Do I have to give payment card details to register?

    No, you don’t have to give any payment details when you register. If you choose to pay online for a shop, we’ll ask you for your card details just before you confirm your order (they will be encrypted and stored securely). Alternatively for a surcharge you can pay by card at your door and you won’t have to give us any payment card details.

    Will I be able to update my personal details later? How can I update them?

    You can update your address and phone number using the “My Account” section of the website. To update any other details please call Customer Services.

    Is it important to keep my phone number up to date?

    Yes, it is very important to make sure the phone number registered with your account is up to date. If our Customer Delivery Assistants or Customer Services need to contact you about your delivery (for example if they have been slightly delayed), they will call you on the number in your “My Account” details.

    How to Shop

    How do I shop using the online store?

    There are 5 several ways to find the products that you want to buy:

     

    • Browse the aisles by clicking on the departments e.g. bakery. You can then filter down to a smaller category using the filters at the top of the page
    • Search for products using the search box (the list will be alphabetically sorted)
    • Use the “Rest of shelf” link to take you to similar products.
    • Use your Favourites list - a handy tool which remembers everything you´ve previously bought online with us.
    • Use the Promotions list. This shows a list of products that are on promotion. You can filter this to a shorter list using the departments at the top of the page.

    How do I add products to my basket?

    You can add products from anywhere on the website using the add button.

    Products might be added by quantity or weight, and some products can be either.

     

    • Add by quantity – press add to put one in your basket, or you can add more than one quantity at a time by using the text box and pressing add
    • Add by weight – press add to put 100g into your basket, or amend the weight you would like in the text box and press add
    • Add by quantity or weight – select whether you would like to add by weight or quantity, then use the same instructions as above.

    How can I make my shopping trip quicker?

    Using Favourites is the fastest way to shop. Every time you buy a product online this is saved in your Favourites and will be there for the next time you shop, so you can find the things you regularly buy quickly and easily. You just have to sign in to your account, and go to the Favourites tab.

     

    Alternatively you could try using the “Rest of shelf” links. These are located next to each of the products that you see when you have searched for something. They are also next to each product in your Favourites. Clicking this link will take you to the ‘shelf’ where you will see a small selection of similar products.

    What are my Favourites?

    Favourites is a handy tool which remembers all the items you have bought in any previous online shops. They will be there in the Favourites tab so you can find the things you want to buy again quickly and easily the next time.

     

    Using Favourites is the fastest way to shop. Every time you buy a product online this is saved in your Favourites and will be there for the next time you shop, so you can find the things you regularly buy quickly and easily. You just have to login to your account, and go to the Favourites tab.

    Where can I see my Favourites?

    Once you´ve signed in, you will be able to see all your Favourites by going to the Favourites tab at the top of the screen.

    Why are there no products in my Favourites list?

    Your Favourites list will only contain products once you have completed your first order with us.

    Is it possible to remove items from my Favourites list?

    Unfortunately this is not possible at present, but we’re working on our systems to enable you to do this in the future.

    How do I amend the products in my shopping trolley?

    Adjusting the items is easy using your shopping trolley. Click the ‘View full trolley’ button on the right of the screen at the bottom of your basket. This will display all the items you have in your basket and the quantity.

     

    Find the product you want to adjust and click the increase or decrease buttons to change the amount in your basket.

    You can also update the quantity or delete a product from your trolley directly in the shopping basket to the right of the screen throughout your shopping trip.

    Is it safe to shop online?

    Yes, it is very safe to shop online with us. All of your details are stored securely including any payment card details you enter via the website. They are kept confidential, and are held in full compliance with Czech law.

     

    There are a number of people involved in your shopping trip, all of whom are dedicated to making sure you receive great service and great quality. Our expertly trained shoppers always pick from the back of the shelves to ensure you get the freshest produce and the longest sell by dates. They also carefully select fruit and vegetables as if they were shopping for themselves. They ask themselves the question "would I buy it?" and therefore do not send out anything that is not of the highest quality.
    When packing your produce our team are trained to separate food from non food, chilled from frozen and heavy items at the bottom to avoid any squashing. Just like you would if you were shopping for yourself.

    We also store all products in climate controlled areas- even in our vans. This ensures that your shopping is delivered in top condition and arrives at the correct temperature.

    Returnable packaging with a deposit

    Returnable packaging with a deposit

    The price of goods in deposit bottles includes the deposit of 3 CZK per bottle. The customer can return this deposit bottle and get the deposit back in any Tesco hypermarket during opening hours. It is not possible to give this bottle back to the Customer delivery assistant directly and it is also not possible to claim the coupon from deposit bottles through our Service.

    Payment and Checkout

    How can I pay for my shopping?

    You can normally choose either to pay online or, for a surcharge of 1 CZK, to pay the door by card. Unfortunately we will not accept the cash as payment for your shopping.

    What type of payment cards can I use to pay?

    You can use a debit or credit card to pay for your shopping. We accept the following payment providers:

     

    • Visa debit
    • Visa electron
    • Visa credit card
    • Master Card
    • Maestro

    Is it safe to pay online?

    Yes, it is very safe to shop online with us. All of your details are stored securely, including all payment card details. They are held in compliance with Czech law and are kept confidential.

    What is a security code?

    We ask for the security number from your payment card to prevent the fraudulent use of your account. This is printed on your card but isn't in the magnetic strip or embossed so only the person who has the card knows the number.

    On most cards the security code is the last three digits of the number printed on the signature strip.

    Last three digits

    Can't read your security code?

    If you can't read your security code, please contact your bank.

    Will I get a receipt for my shopping?

    Once you have checked out, you will receive a confirmation e-mail, detailing all products, quantities and guide prices relating to your order.

    The Customer Delivery Assistant will give you a full delivery note with details of all the products you've bought, including any substitutions you have received, or products unavailable.

    When will I be charged for my shopping?

    Your card will only be charged after your shopping has been delivered. This is the same whether you have entered payment details online, or choose to pay by card at door.

    Will I get Clubcard points for my shopping?

    Yes, you will get double Clubcard points for your online shopping. For example, if you spend 1000 CZK, you get 200 Clubcard points instead of 100.

     

    Can I use coupons or Clubcard vouchers for my online shopping?

    Unfortunately this is not possible at present, but we’re working on our systems so we can accept them in the future.

    What happens if my payment fails?

    If your card fails, you can provide alternative cards.
    For payment online: Our customer service team will call you to let you know, there is a problem with your card and request an alternative payment card.
    For card payment at door: You can give the Customer Delivery Assistant an alternative payment card. Unfortunately we will not be able to accept cash.

    Do I have to give credit card details?

    If you´re paying online, we will ask you for your card details. They will be encrypted and stored securely. If you choose payment at door, you will not need to enter your card details online; however you will need your card with you at the time of delivery.