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

Tesco grocery home shopping help

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

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

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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.

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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)

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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/.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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What products are available in the Tesco Online store?

You can choose from over 20,000 products, ranging from fresh foods, frozen products and drinks, as well as health & beauty and home essentials. All of your shopping will be carefully selected by your personal shopper and delivered in our temperature controlled vans.

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Why can´t I find a product that I usually buy in store?

We aim to be able to deliver as many products as possible. There are a few reasons why some products may not be available:

  • Your store that you normally shop in may not be the same store that will deliver your groceries. The range of products may be slightly different.
  • There are a very small number of products that we sell in store, but are unfortunately not able to deliver.

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Is there any limit on how much I can buy?

There is a maximum limit of 21 of each product. Itesco.cz reserves the right to deliver less than this if there are exceptional circumstances.

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What's the origin of our fruits and vegetables?

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.

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Do you charge different prices online to the prices in store?

No. The prices you will pay online are the same as in the store. This includes all promotions.

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Special Multibuy offer „X+Y free“

For products in multibuy action which reduces the price, for example “2+1”, special logo “Add 3 pay for 2” will be placed next to the product. To get a discount add to your shopping trolley 3 the same units of product and on the day of delivery you will pay only for 2 products. Discount will be visible on a receipt during delivery. Multibuy promotions are valid till every Tuesday.

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How we set our Price?

The prices of products shown on the website during your ordering is valid on the day of placing your order until 11 p.m. on the same day. At the time of delivery the price of certain products may differ from the price quoted on the Potraviny on-line website. This could be because:

  • The prices of some products may vary between when you place your order and when it is delivered.
  • Your Personal Shopper may weigh products like fruit and vegetables or pick pre-packed weighed products like meat, poultry and cheese. This means the price will vary slightly in store from what is shown on the website.
  • Sometimes the products ordered are not available. When this happens we will always try to offer you a substitute product. We will try to substitute it for a product of a quality comparable to the original product you ordered, and of a similar price.
  • Some special offer discounts are only deducted from your bill on the day of your delivery if the offer is still applicable.

The final price of the products you have ordered, including the substitute products, will be notified to you by electronic delivery note sent to your e-mail address stated during your registration prior to the delivery. If you receive a product that you don’t want to keep because it is priced differently to when you checked out on the website, you don’t have to accept it. You can return any product to the driver and your payment card will not be charged for the cost of the unwanted products. For more information see Terms and Conditions”.

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Minimum basket charge

If the total value of the goods at the time of placing the order does not exceed 700 CZK, we will charge you a 80 CZK handling fee.

If the total value of the goods at the time of placing the order is higher than the stated amount, you will not be charged this fee.

Currently valid action: If the value of your order exceeds 2.200 CZK, the service is free of charge for orders created and delivered from 11.11. 2019 to 18.12.2019.

What is an e-coupon?

An eCoupon is an electronic coupon code, which you can use to save money on your grocery order.

E-coupon codes are made up of letters and numbers, i.e. ABC123.

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How do I use an e-coupon?

  • Log in to your Tesco account or register if you are new to Tesco
  • Add the products you want to buy to your Shopping trolley and check out your order
  • On the payment page, there is an eCoupons section. Enter your eCoupon code into the textbox and click on ‘Use Code’ button to add your eCoupon to your order
  • The eCoupon discount is automatically deducted from the total of your shopping before you pay.

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Why is my e-coupon not working?

  • Have you entered the eCoupon code correctly? Re-enter the code to check if you have made a typing error
  • Are the dates of the eCoupon valid? ECoupons have an expiry date, so please check whether your eCoupons are valid for your order. Your eCoupon must be valid on day of delivery to be applicable.
  • Was the eCoupon sent directly to you? Sometimes our eCoupons are restricted and can only be used by the person they are sent to
  • Have you used the eCoupon the maximum number of times? Some of our eCoupons can only be used once; others have no restrictions on use.
  • Is there a minimum spend? Some of our eCoupon codes can only be used when you spend a minimum amount.
  • Have you entered more than one eCoupon? Some eCoupons cannot be used in the same order as other eCoupons.
  • Are you trying to add your eCoupon to a different Tesco website? Our eCoupons can only be used on the grocery website of the country, where they are issued.

Please note, eCoupons are subject to restrictions. See the Terms & Conditions of the eCoupon for more details.

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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.

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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

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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.

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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

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Can't read your security code?

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

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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.

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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.

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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.

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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.

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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.

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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.

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When can I get my shopping delivered?

There are delivery slots available in 2-hour delivery windows. These are available from 8am to 10pm, 7 days a week. Each delivery slot has a maximum capacity, so place you order well in advance to guarantee the slot you want. You can order your shopping up to 3 weeks in advance.

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How do I choose the date of my delivery and the time slot?

Once you have logged in, click the “Book a slot” button to see the available delivery slots. It can best to book your slot at the start of your shop, however please be aware that it will only be reserved for 2 hours once you have selected it. Alternatively you can book your slot just before you checkout once you have completed your shopping.

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How can I change my delivery slot?

You can change your delivery slot at anytime while you´re doing your online shop, before you check out and confirm your order.
You will not be able to change your delivery slot after you´ve confirmed your order and checked out. If you need to change your delivery slot after you´ve checked out, you will need to cancel the order using the “My Orders” page (this is possible up to 11pm on the day before your order is due to be delivered) and complete your order again.

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What are the delivery instructions I give used for?

Any delivery instructions you enter for an order can help to direct or guide the Customer Delivery Assistant to your house or flat. You can add a flat number, give the surname of the main resident, if their name is on the bell, or give directions if your address is tricky to find.

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Why is there a service charge for the delivery of my online shopping?

Once you've placed your grocery order online there's a lot of work that goes on behind the scenes to get your shopping to you. We have a team of people who work to make this service possible, our personal shoppers who hand pick every product and carefully pack your products, and our Customer Delivery Assistants who drive the groceries to your house and deliver direct to your door. And in order to make sure that we deliver your chosen produce to you in the best condition, we have temperature controlled storage both in the store and the vans. All of these elements and more make up our service charge.

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How much is the service charge?

The delivery price is from CZK 49 to CZK 149 depending on the selected time interval.

Currently valid action: If the value of your order exceeds 2.200 CZK, the service is free of charge for orders created and delivered from 11.11. 2019 to 18.12.2019.

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How can I cancel my order?

You can cancel your order yourself up to 11pm on the evening before your shopping is due. Just go to the “My Orders” tab and click the “Cancel order” button against the order that you want to cancel. If in an emergency you want to cancel your order after this time, please contact Customer Services on the number above and we’ll try our best to help.

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If I cancel an order will my payment card be charged?

No, if you cancel an order using the My Orders section of the website, you won’t be charged for the order.

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What is the latest time I can cancel my order?

The latest time you can cancel your order online is 11pm on the day before the delivery is due. After this time, please contact Customer Services on the number above and we’ll try our best to help.

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How can I add or remove products from an order before it is delivered?

You can amend the products on your order at any time up to 11pm on the day before your order is due to be delivered. Just go to the “My Orders” tab and click the “Amend order” button against the order that you want to update.
You will be able to add or remove products in the normal way by browsing, searching, using your favourites or using the promotional lists.
While you’re amending, you can cancel your amendments at any time by using the button in the top right hand corner of your screen.
Once you’ve finished updating your order, confirm your amendments using the button in the shopping trolley. Even if you’ve entered payment details online, no payment will be taken until after you receive your delivery. And don’t worry, you definitely won’t be charged twice.

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Receiving my shopping delivery

I’ve forgotten when my shopping is arriving, how do I check my delivery time?

You can check what delivery slot you selected for your shopping to arrive by going to you ‘My Orders’ page on the website. Just sign in and go to the ‘My Orders’ tab. The confirmation email you received when you checked out will also tell you what time you booked.

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Can someone else accept the order for me?

Yes, someone else may accept your order as long as they are over the age of 18. If you´re paying by card at your door, the cardholder must be present.

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How old do I need to be to receive a delivery?

You need to be 18 to accept a delivery. If you´re paying by card at your door, the cardholder must be present.

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What if a product I ordered wasn´t available?

If a product you´ve ordered isn´t available in store, you’ll be provided with an alternative product, which you can choose to accept or reject when your shopping is delivered. Your delivery note will list any substitutions at the top of the page. If you don’t want the substitute, just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.

Alternatively if your personal shopping assistant couldn´t find a suitable alternative to the product you ordered, it will not be added to your shopping and you won´t be charged for that product.

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How do I know whether a product has been substituted or is unavailable?

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.

Check this carefully when your shopping arrives. If you don’t want to keep a product, simply return it to your driver and you won’t be charged.

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If I live in a flat, will the Customer Delivery Assistant deliver to my flat door?

Our Customer Delivery Assistant will deliver to the main building door. If you request, and if they are able, they may be able to bring your shopping right to your door.

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What happens if I miss my delivery?

If you’ve missed your online delivery, check your mailbox for a calling card from the Customer Delivery Assistant and contact Customer Services on the number above who will speak to the store. Unfortunately, you may have to pay the service charge again.

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What should I do if my delivery is late?

We’ll try our best to contact you if our Customer Delivery Assistant is running late. However, if you haven’t heard from us, please contact our Customer Services team.

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What if I´m unhappy with the quality of the products in my shopping?

If you are unhappy with any product, just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.
Alternatively if you realise after the Customer Delivery Assistant has left, take the product and your delivery documents to a Tesco hypermarket. At the Customer Services desk you can request a refund. If you have paid at door, you will also need to bring your payment receipt.
Wherever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure your payment card doesn´t get charged for products that you want to reject.

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What should I do if there is a product missing from my shopping?

We’re very sorry if there are products missing from your shopping. Please contact Customer Services on the number above.

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How can I change my delivery address once I´ve placed the order?

Once the order has been confirmed, you´re not able to change the delivery address. You would need to cancel your order and create a new one.

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How is my order transported?

In order to make sure that we deliver your chosen produce to you in the best condition, we have three separate temperature controlled compartments, frozen, chilled and ambient storage both in the store and the vans to ensure your food is kept at the ideal temperature.

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Will my purchase come to me in bags?

Before you confirm your order, you can choose whether you wish to have your online purchases delivered in shopping bags or with no bags. If you opt for delivery in bags, you will be charged a unit fee of 18 CZK per purchase, and this fee is the same irrespective of the number of bags in your purchase. If you opt for delivery without bags, your online purchase will come to you in our crates and you will have enough time to take your purchase. For hygienic reasons, items such as fresh meat, fish and cleaners will continue to be delivered packed at no charge. You can change your mind about whether you want your purchase delivered with or without bags until 11:00 PM on the day prior to delivery.

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Click and Collect

What is Click & Collect?

Click & Collect offers all the benefits of shopping online with the added convenience of picking your groceries up from a Tesco store at a time that suits you.

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Why would I use Click & Collect?

Even more convenient

  • Let us do the hard work for you
  • Your grocery shopping picked, packed and safely stored for collection at a time to suit you
  • Pick up your shopping while you're out and about, on the way home from work, after the school run or even as you return from holiday
  • Just come to the collection point and we'll do the rest
  • Temperature controlled collection point
  • All products are picked on the day of collection and safely stored in the fridge, freezer or cupboard until you arrive
  • Every regular in-store offer in one place
  • It's easy to spot the bargains

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How do I use Click & Collect?

1. If your registered store offers Click & Collect Groceries, you will see the Click & Collect option when you 'book a slot'. In the case that your address is NOT in the registration form and you are interested in this service, you can create a registration to any address in the city, where is a shop with a serving place.
2. Choose your 2 hour time slot to collect from store*
3. Place your grocery order online
4. Pick up from the dedicated collection point at the time you have chosen and go!

* See the website for available slots.

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Why can’t I see Collection as a shopping method option on the website?

We are currently only offering the Click & Collect service from some of our stores. If you can’t see the option, we don’t yet offer the service from your store. For more information contact the customer services team.

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Where do I collect my shopping?

The exact location of the collection point varies by store; you will see clear signage as you enter the store car park. You can see the address of your chosen store on your email confirmation.

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What proof of ID do I need to bring?

Please bring your order number and the credit card you used online to pay for the goods or your photo ID. If you are paying on collection you will need to bring your credit card and order number. Unfortunately we will be unable to give you the shopping without any of these forms of ID.

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Can somebody else collect my shopping for me?

Yes, if you have a copy of the confirmation email with order number. Unfortunately without this we will not be able to give you the shopping.

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When can I collect my shopping?

Slots are available 7 days a week. Available slots will be displayed on the ‘book a slot’ page.

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What happens if I am late for my collection slot?

Please check with the member of staff at your collection point, and they will advise you on where to collect your shopping.

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What happens if I am early for my collection slot?

Unfortunately we will not be able to serve you before your collection slot.

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How much does it cost?

The collection service is 39 CZK.

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Where will my groceries be stored during my collection slot?

All products are picked on the day of collection and safely stored in the temperature controlled collection point in the fridge, freezer or cupboard until you arrive.

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Will my shopping be in bags?

Your shopping will be in bags.

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Do I have to arrive in a car for a drive through collection?

We recommend you drive to the collection point so that we can put your groceries straight into your car. However you can arrive using any method of transport, including by foot. Please be aware that the vehicle height limit is 2.8m.

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What happens if something I have ordered is not available?

On the rare occasion that a product you order is not available we'll try to offer you an alternative. You can hand back any unwanted items to the member of staff at the collection point and your order value will be amended.

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What do I do if I'm not happy with the substitute I am given or would like an item refunded?

Your substitutions will be presented at the top of the receipt and will be in blue bags. If you choose to return the substitution the customer service assistant will amend your order value and you will not be charged for that item. You will need to go into the store if you would like to choose an alternative product.

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Can I amend or cancel my Click & Collect order on the website?

You can amend your order by going to "My Orders". Up to 11pm on the day before the order is due for collection, you will be able to add/remove products to the order. You will not be able to change your shopping method or your slot. Don't forget to checkout the order again to ensure that all changes are saved. Orders may be cancelled via "My Orders”. An order can be cancelled up to 11pm on the night before collection.

The service is currently available at Praha Letňany Tesco petrol station, HM Extra Mladá Boleslav , HM Brno Královo Pole, Fakultní Nemocnice (University Hospital) Plzeň-Bory and Fakultní Nemocnice (University Hospital) Plzeň-Lochotín.

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Save time with Favourites

Our handy ‘Favourites’ feature remembers all your previous online shops. Go to ‘Favourites’ to add products to your trolley so you don’t have to search through thousands of products.

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Finding the product you searched for

The products that are listed from your search will be in alphabetical order by the first letter of the product title. Click through to later pages if you’re looking for something starting with T, click through to the later pages that are returned by the search.

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DA delivery at a time to suit you

You can reserve your delivery slot before you begin shopping and we’ll save it for you for 2 hours. Or, if you think you need longer than that to shop, you can book a slot at any time during your shopping trip before you checkout.
There are delivery slots available in 2-hour delivery windows. These are available from 8am to 10pm, 7 days a week. Each delivery slot has a maximum capacity, so place you order well in advance to guarantee the slot you want. You can order your shopping up to 3 weeks in advance.

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If you don’t have time to complete your order...

If you have to leave your shopping half way through and don’t get time to finish and checkout, the products that you have already added to your trolley will be there the next time you sign in to your account, meaning you can pick up your shopping where you left off.

Careful though, a delivery slot is only reserved for two hours, so you will need to re-book a new delivery slot.

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Easy to cancel your order

If you need to cancel your order for any reason, you can do so online up to 11pm on the evening before your shopping is due to be delivered, without being charged. Just go to ‘My Orders’ and press the ‘Cancel order’ button against the order that you want to cancel.

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Going on holiday? Pre-order for your return

You can book for your shopping to be delivered up to 3 weeks in advance so when you return from holiday you can stock up your fridge as soon as you’re back.

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Get non-food delivered with your groceries

In addition to food, drink, you can also order non-food products, such as things from the drug store, or household products to be delivered with your groceries to save you time.

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Shop in Czech or in English

You can do you online shopping in Czech or in English. Just select the language you want in the top right hand corner of the screen and click Go/OK. You can change the language at any time during your shop, and change it back again later if you’d like.

Unfortunately we haven’t yet got a full translation of all our aisles and products. We’re working on our systems so we can have this in the future on our website.

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Terms and Conditions

To read the Terms and Conditions for using our Grocery home shopping service, go to Terms and Conditions.

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