Frequently Asked Questions (FAQs)


About

What is Zoom by Ocado?
Zoom by Ocado is a speedy grocery service from Ocado that delivers your groceries in under 60 minutes, or during a slot later the same day. Choose from a range of over 9,000 products including fresh food, everyday necessities, household items, and much more

Can I get an Zoom by Ocado trial?
Zoom by Ocado isn't a subscription service so there's no trial needed. Just order groceries whenever you need them, no strings attached.

Is there an Zoom by Ocado app?
Yes, there is. Download the iOS app for iPhone and iPad here. Or, download the Android app here.

When is Zoom by Ocado open?
Orders can be placed from 6am–10pm each day. We’ll also deliver after 10pm, if your order is placed just before then, or if you’ve chosen the 10:00–11:00pm slot.

Is there a minimum spend?
Zoom by Ocado has a minimum spend of £15 and no maximum order size. You can order as many items as you like.

How much does Zoom by Ocado delivery cost?
It depends which delivery option you go for (immediate, or later the same day) but it will usually start from just £1.49

Can I get same day delivery?
Of course. You can get your groceries delivered now or, if you fancy, later on that day.

Where is Zoom by Ocado available?
When you’re logged out of Zoom by Ocado, use our postcode checker to see if we deliver to your address. If you’re logged in, we’ll let you know if we deliver to your area when you try to add a new address to your Address Book.

What products can I order?
Zoom by Ocado sells over 9,000 products from the Ocado range including M&S and many other brands, perfect for topping up your cupboard or ordering something special for dinner.

How fresh are Zoom by Ocado’s groceries?
Our groceries are delivered daily, so you can expect the freshest produce. We aren’t able to guarantee a product’s life ahead of time due to daily stock deliveries and our items moving out of the warehouse quickly to reach customers.

Can I recycle my Zoom by Ocado shopping bags?
Yes, your paper bags can be recycled in your usual recycling bins. Unlike Ocado, our couriers are unable to accept your paper bags back.

Payments and refunds

Which payment methods does Zoom by Ocado accept?
We accept all major credit and debit cards, as well as PayPal. Apple Pay is also available for those using our iOS app. You are unable to use your ocado.com Smart Pass for Zoom by Ocado.

If you experience any issues when adding a payment method, or a payment has failed, please email our Customer Service team at zoom@ocado.com.

Why have you reserved an amount that’s higher than my order total?
With your Zoom by Ocado shop, we may be required to pre-authorise your payment, and the pre-authorised amount may include an additional estimated amount to cover the cost of items priced by weight. This is because some products, like meat and cheese, aren’t an exact price until they’re picked and packed into your shopping.

This amount is only reserved and never actually deducted from your account, although some card providers will show this reserve on their online statements. Your exact total will be on the receipt we email to you, and you’ll only be charged after delivery. .

How do I speak to someone about issues with my order?
You can speak to us regarding your order by contacting our Customer Service team on zoom@ocado.com or 0345 600 2000.

How do I request a refund?
You can request a refund by contacting our Customer Service team on zoom@ocado.com or 0345 600 2000.

Orders and deliveries

Is there a limit on how many items I can buy from each category?
Some product categories do have a cap per order. This is due to legal requirements, or occasionally to ensure all customers have a fair chance at getting what they need. These categories are:

Category Limit per order
Pain Relief 2
Postage Stamps 6
Large Bottles of Water 6
Cough Medicine 3
Water Multi Packs 2
Ciroc Vodka 1

 

Browse our range by category:
Zoom by Ocado sells over 10,000 products from the Ocado range, perfect for topping up your cupboard or ordering something special for dinner. Browse our range by category:
Fruit
Vegetables, Salad & Herbs
Meat, Poultry & Fish
Dairy & Chilled
Bakery
Cheese, Ham, Deli & Dips
Ready Meals & Pizza
Fresh Soups, Pasta & Sauces
Desserts
Food Cupboard
Frozen
Water, Juice & Drinks
Tea, Coffee & Hot Drinks
Beer, Wine & Spirits
Baby & Child
Toiletries & Pharmacy
Household & Cleaning
Pet
Free From & Organic
New to Zoom
Offers

Can I edit my order once I’ve checked out?
To get your delivery to you as quickly as possible, we start putting an order together as soon as it's processed. Unfortunately, that means you’re unable to edit an order after you’ve checked out.

How do I book a delivery slot?
Once you’ve finished adding to your basket, click Checkout, and choose your slot on the following page. You can choose to have your order delivered now, or select a slot later the same day.

Why are there only a few slots available?
Our delivery availability varies by how busy our warehouse is, how many couriers we have available, and where our customers are ordering to. At times we are very busy, we may reduce the number of slots available and the areas we serve to ensure we deliver to everyone on time. These changes are temporary and we always look to reinstate full service coverage as soon as we can.

I won’t be home during my delivery slot; can my order be left by my front door?
As you checkout, you can select ‘Tick to confirm the courier may leave your order in a safe place if you’re not home’ and we will do just that.

Why was my order cancelled?
We’ll always email you about a cancellation and give you a reason for it. If you’d like to chat to us about a cancelled order, please contact our Customer Service team on 0345 600 2000 or zoom@ocado.com.

How do I cancel an order?
Contact our Customer Service team on 0345 600 2000 or zoom@ocado.com and they’ll cancel your order for you.

Do we offer a delivery guarantee?
We do, if we're over five minutes late, you'll get a refund on your delivery fee automatically.

How can I tip the courier?
This isn’t expected of you as it's all part of our delivery service. If you’d still like to tip then please feel free to do so with cash.

Who makes Zoom by Ocado deliveries?
Zoom deliveries are made either by Zoom by Ocado drivers or one of our select courier partners.

Zoom by Ocado and ocado.com

How is Zoom by Ocado different to Ocado?
Zoom by Ocado is Ocado’s on-demand service stocking a wide selection of ocado.com’s range. So if you want groceries delivered now, or later the same day, and you live in specific West & East London areas, then Zoom by Ocado’s for you. If you’d like to book a grocery delivery a few days or weeks in advance, then Ocado’s what you want.

How are Zoom by Ocado offering good value?
We regularly compare our prices against other supermarkets (and our sister brand, Ocado), so you always get great value.

Everyday Saver Products

How do I know if a product is included?
We’ve selected over 100 products that’ll stay at a low price. The best bit? These aren’t just any blueberries or baked beans, they’re some of our customers’ most-loved items. So, you’ll always get the groceries you like at prices you’ll love. That’s value delivered shop our Everyday Savers

Why have only some products been included?
We’ve worked hard to make sure these aren’t just any blueberries or baked beans, they’re some of our customers’ most-loved items.

There are all the basics you’d expect, but if ‘everyday’ for you means organic, or free-from, we’re delivering value there too. So you can relax, knowing whether it’s semi-skimmed, organic milk or oat milk for your morning cuppa and cereal, Zoom by Ocado is always delivering value.

How does Zoom by Ocado set the prices?
We're always monitoring our prices against other supermarkets to make sure we can deliver value on what matters most. For these products, when the price is set, we aim to match or beat the regular price of equivalent products in at least one other major supermarket.

To make sure we deliver value on products that are only sold at Ocado and Zoom by Ocado, we compare prices to similar products in our own range and to relevant alternatives sold at other retailers.

Will new products be added to the list?
Yes – just like our tastes change from hearty winter stews to summer strawberries, we’ll constantly review and add products to the list. That means, no matter the time of year, you’ll always get value delivered.

How long will these products be marked with the red pound icon for?
Products will be on the list for different periods of time. What’s more, new products will be added as shopping habits change throughout the year (including to replace products taken off the list). That way, we can always deliver value on what matters to you.

Registration

Do I have to register to shop with Zoom by Ocado?
You don’t need to register if you just want to browse, but you will need to if you’d like to place an order. If you've already shopped at Ocado, then you can use those login details to log in toZoom by Ocado.

How can I register on Zoom by Ocado?
If you’re an existing Ocado customer, all you need to do is log in with those details.

If not, simply click on My account > Create an account, and you’ll be taken to our Registration page.

Vouchers

I have a voucher code – how do I use it?
Easy. Add items to your basket, click on the basket icon, click Checkout, and on the Order Summary page you’ll see a box where you can paste your voucher code.

Where can I read voucher Terms and Conditions?
Right here.

Marketing Preferences

How do I manage what communications I receive from you?
You have the right to amend your marketing preferences at any time. Information on how to manage your marketing communications can be found in your account, by going to My Account and selecting Marketing Communications. You will be provided with information on how to manage your marketing preferences regarding all our marketing channels. For further detail on how we process your personal data please see our Privacy Notice. You can also query your marketing preferences by contacting zoom@ocado.com or by utilising the form on Ocado.com found here.

How do I sign up for or cancel electronic marketing communications?
You have the right to amend your electronic marketing preferences at any time. These can be managed by going to My Account and selecting Marketing Communications. You will be provided with information on how to manage your marketing preferences regarding all our marketing channels.

You can also update your electronic marketing preferences by contacting zoom@ocado.com or by utilising the form on Ocado.com found here.

How do I opt out of telephone or postal marketing?
To unsubscribe from OcadoZoom.com postal and telephone marketing please email zoom@ocado.com or by utilising the form on Ocado.com found here.

If you decide to opt out or unsubscribe it could take up to 72 hours to process the update through our systems, legally we are entitled to one month to process a data subject right request, we however most often action much sooner. Whatever you choose, you may still receive non-marketing related messages and other important service information.

Objecting to one channel of marketing or Ocado Retail brand (such as ocado.com and zoom.ocado.com) may not automatically opt you out of other marketing channels or brands. To check you are opted out of all marketing channels and brands, you can email privacy@ocadoretail.com

How do I opt out of push notifications?
You are in control of opting in or out of push notifications from your device. Depending on the make of your device, the receipt of push notifications is managed when you sign into our app, or by accessing notification settings on your device..

To opt back into push notifications after you have opted out, you will need to turn back on notifications on your device and may need to let us know by utilising the form on Ocado.com which can be found here.

If you experience any problems with opting in or out of push notifications, check your notification device settings. You can also email privacy@ocadoretail.com for assistance.

Featured Products

What are Featured Products?
As you navigate through our site or use the search box, you will find that some products are marked as featured. This happens because the supplier has paid for their product to be a featured product, or they have paid to appear at the top of search results when you use a particular search term. However, we also promote products by making them featured, even though a supplier hasn't paid us to do so.