FAQ

Registering with Co-op

  • Do I have to register before I can shop?

    No, you can checkout as a guest if you want to. You’ll just need to enter your postcode first to check we can deliver to you and then we’ll just need a few details to get your delivery slot or collection time booked in. If you do register with us, you’ll be able to amend orders, see your history and link it to your Co-op membership card.

  • How can I check if you deliver to my area?

    Before you shop, you’ll need to enter your postcode to check if we deliver to you, but we’ll do this automatically if you register. If we don’t deliver to you yet, you can register your interest at cooponlinedelivery@coop.co.uk and we’ll email you when we do.

  • Why don’t you deliver to my area?

    We don’t deliver to the whole of the UK yet, but we’re constantly expanding our delivery areas so we may be soon. If you leave us your details at cooponlinedelivery@coop.co.uk we’ll let you know when we do.

Charges

  • What is the minimum order value?

    You need to spend at least £15 (excluding any delivery charge if applicable) before you can check out an order for both delivery and Click and Collect.

  • How much does delivery cost?

    You’ll be able to see how much the delivery charge is when booking in a delivery slot and again when you confirm your order, but don’t forget Click & Collect is FREE.

  • Will I be charged for carrier bags used to pack my order?

    Yes – please see ‘Carrier Bags’ section below.

  • Will I be charged for substitutions?

    We pre-authorise your payment card with an additional 10% of the total order cost, to cover the cost of substitutions (items which we swap for items you have ordered but are not available). You will be reminded of this prior to checkout.

    If the substituted item costs more or less than the item you ordered, we will charge you the difference (which could be less or more than the price of the item you ordered). However, you may reject any substituted item for a full refund. Please see ‘Products and Substitutions’ section below for further information.

  • What payment methods do you accept?

    We accept all major debit and credit cards: Visa and Mastercard.

Checkout

  • How do I add a card to my account?

    If you’ve registered with us, you can add your card details in ‘My Account’. But if you’re checking out as a guest, your card details can’t be saved so you’ll need to add the details at checkout each time.

  • Can I use my membership card to gain points?

    If you choose to create an account you will be able to link your existing Co-op membership to your online account where you will earn the same as if you were buying in store, all you need is your membership number. Membership terms and conditions apply and can be found at Membership Terms and Conditions. Please be aware you will not earn membership on any delivery charges and unfortunately you will not be able to redeem your membership value online.

  • My credit card isn’t working?

    Don’t panic, there’s probably a simple solution. Payment is taken when your groceries are delivered, not when you complete payment at checkout. Your card may not be accepted if your card is due to expire before we take payment. Unfortunately you can’t use your new card either as it can’t be verified until your current card expires. If you think it may be something else, you’ll need to contact your bank to check there are no problems with your credit/debit card. They’ll undertake the verification process on our behalf.

  • Can I pay for and order with a card that’s not in my name?

    You can use an alternative card as long as you have the card owner’s permission. Keep in mind that you may require some validation when your shopping is delivered.

  • How do I use my voucher or coupon code?

    There’s a section to add your voucher/coupon code at checkout.

  • I can’t get the website to accept my voucher code

    Please check the code’s expiry and that you’ve typed in all the characters correctly. Remember, codes are case sensitive.

  • How do I add a new address to my account?

    Log in to your account and update your details in ‘My Account’.

  • When will my card be charged?

    On checkout, your payment card will be pre-authorised with the total cost of the order plus an additional 10% to cover the cost of possible substitutions. You will be reminded of this prior to checkout.

    Your card will be charged for the total cost of goods (including any substituted goods – which could cost more or less than the unavailable goods), plus any applicable delivery charge and/or carrier bag charge, once your goods have been picked in our store and are ready for delivery or collection.

  • Why has my card been pre-authorized and/or charged for more than the total cost of my order?

    On checkout, your payment card will be pre-authorised with the total cost of the order plus an additional 10% to cover the cost of possible substitutions. You will have been reminded of this prior to checkout.

    Your card will be charged for the total cost of goods (including any substituted goods – which could cost more or less than the unavailable goods), plus any applicable delivery charge and/or carrier bag charge, once your goods have been picked in our store and are ready for delivery or collection.

Deliveries

  • What times can I have my order delivered?

    Please use our Store Finder tool to find store opening and closing hours.

  • What happens if I miss a delivery?

    We’ll contact you if you miss a delivery and hold your order until the end of the day. You can then choose to collect your order from your local Co-op but if you’re unable to do this we’ll have to cancel your order. If your order is missed, you’ll only be charged for delivery and any perishable items.

    Description of perishable items:

    Perishable foods are those which will begin to spoil very quickly without refrigeration or freezing. Common perishable food includes, but not limited to, meats, poultry, fish, and dairy. Please check Terms & Conditions for more detail.

  • Can I book a delivery before I’ve placed an order?

    You’ll be able to reserve a delivery slot whilst you shop, but the delivery slot isn’t 100% confirmed until checkout. Delivery slots are only reserved for 10 minutes.

  • I’ve already booked a deliver slot, why am I being asked to book another?

    Delivery slots are reserved for 10 minutes, it may be that you have run out of time and we can no longer deliver your selected basket in time so you’ll have to choose another time.

  • How do I change a delivery time slot?

    If you have a registered account, your delivery time slot can then be changed through My Account area, where your order will be displayed. Please note once we have packed your order for delivery you will not be able to make amendments to your delivery time. If you have checked out as a guest and need to change your delivery time slot before picking has started, please contact our customer centre on 0330 041 7737 or cooponlinedelivery@coop.co.uk.

  • How long can I hold a delivery slot for before I have to check out?

    Adding a new product to basket reserves the timeslot for 10 minutes.

  • How can I reserve the same delivery slot every week?

    Unfortunately we don’t have this functionality yet but we’re always looking for ways to improve our service.

Orders

  • Where can I find my order details?

    Find your order details on your confirmation email or you can find it in ‘My Account’, if you’ve registered.

  • How do I save my order as a shopping list?

    If you’re a registered user you’re able to save your shopping list a few different ways:

    • Through your ‘My Account’ settings
    • At the point of checkout, there will be a save shopping list button
    • Save from your order history detail, which is held in your ‘My Account’.
  • How do I know if I placed my order correctly?

    You can check your order confirmation email we sent you when you placed your order, or if you’re registered with us you can check your order history in ‘My Account’.

  • Can I print my order?

    Yes, you can print using the printing feature of your internet browser.

  • Can I change an order once it’s been placed?

    Yes, you can change the order up until a few hours before the delivery slot. Please note this’ll change and vary by order.

  • How do I cancel an order?

    If you need to cancel and order please ring the contact centre on 0330 041 7737 or cooponlinedelivery@coop.co.uk with your order details. If you cancel the order after it’s been picked and is on delivery route, you’ll be charged the delivery charge and perishable items.

    Description of perishable items:

    Perishable foods are those which will begin to spoil very quickly without refrigeration or freezing. Common perishable food includes, but not limited to, meats, poultry, fish, and dairy. Please check Terms & Conditions for more detail.

  • What happens if I don’t have time to finish my order?

    Using our cookies (more details can be found in our Privacy Policy), we can remember your basket for when you’d like to continue your shopping. If you’re a registered customer, log in to save your baskets for later.

  • How can I get a copy of my receipt?

    Once your order has been picked in store, you will be sent an email confirmation which will act as your receipt.

  • Why has my order been cancelled?

    Please contact our customer centre on 0330 041 7737 or cooponlinedelivery@coop.co.uk

  • Where is my order?

    You can track your delivery through the link provided in your [delivery/confirmation email]. If you didn’t receive the message or the link is not working please contact the customer centre on 0330 041 7737 or cooponlinedelivery@coop.co.uk.

Returns and Refunds

  • What is your returns policy if there’s something wrong with the product?

    If you discover a product is faulty, please call our Customer Service team on 0330 041 7737 or cooponlinedelivery@coop.co.uk to discuss your options - we’ll be happy to help. We’ll gladly refund faulty or damaged items but if it’s a perishable product, then you must call us before the expiry of the ‘use by’, ‘best before’ or ‘BBE’ date stamped on the product to get a refund.

    While we don’t offer exchanges, you’re more than welcome to re-order any refunded item on your next shop.

    This is only a summary of your key legal rights. They are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06

  • What is your returns policy for non-perishable products?

    In most cases, you can cancel, or change your mind, about any non-perishable product in your order for any reason within 30 days after the delivery/collection date and return it to us (at your cost) for an exchange or refund. If you are returning all items in your order, we will also refund you for the cost of delivery.

    There are certain things you cannot return (unless damaged or faulty). These include:

    • Goods that cannot be returned for hygiene or safety reasons once unwrapped, unpackaged or unsealed (such as sealed food products, sealed drink products, personal grooming products, medicines, body jewellery, certain items of clothing and certain baby products);
    • Newspapers and magazines;
    • Gift cards, e-top-ups, lottery tickets and scratch cards; and
    • CDs, DVDs and computer software.

    (You will still be able to return these goods if damaged or faulty. Please see above for what to do if your non-perishable product is damaged or faulty).

    If you would like to return after the point of delivery please contact our customer service on 0330 041 7737 or cooponlinedelivery@coop.co.uk.

    This is only a summary of your key legal rights. They are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

  • What is your policy for perishable products?

    You can cancel your order any perishable product at any time prior being packed for delivery or collection.

    You cannot cancel your order or return a perishable product after this time unless it is damaged or faulty.

    Please see above for what to do if a perishable product is damaged or faulty.

  • What do you mean by ‘perishable’ and ‘non-perishable’ products?

    By ‘perishible’ products we mean goods that may deteriorate, irreversibly change or otherwise become unsafe or unpalatable if not stored in a chilled or frozen environment in accordance with their storage directions. This includes:

    • goods that have a ‘use by’, ‘best before’ or ‘BBE’ date which has expired; and/or
    • chilled or frozen products;

    ‘Non-perishable’ products are anything else.

  • How can I get a refund for missing items?

    Please call us on 0330 041 7737 or cooponlinedelivery@coop.co.uk; We’ll be happy to help go through your refund options with you.

  • How do I return products I’m not happy with?

    Please call our Customer Service team on 0330 041 7737 or cooponlinedelivery@coop.co.uk to discuss your options - we’ll be happy to help. If your product is faulty or damaged, we’ll gladly refund it.

  • How do I reject my substitution?

    If you were to get a substituted product and you’re not happy with it you may refuse an item on delivery and we will refund you for the item. The refund will be processed once the item has been returned back to store

    If you want to return something after your driver has left, you can call our Customer Service team on 0330 041 7737 or cooponlinedelivery@coop.co.uk. They’ll be happy to help.

Personal Details

  • How do I update my details?

    You can update your details in ‘My Account’ when you log in.

  • Can I have my shopping delivered to a different address?

    You can have multiple delivery addresses saved on your account, but after the picking has started, it’s not possible to change the address.

  • How do I change my delivery details?

    You can edit your delivery details in ‘My Account’ when you log in.

  • What happens if I forget my password?

    You can reset your password by following the ‘forgotten password’ link. You’ll get a password reset email sent to your registered email address.

Products and Substitutions

  • How do I find products?

    There are a few different ways you can search for products:

    1. By category. All the products we stock online are grouped into categories. If you click on the menu tab at the top of the page, a list of categories will appear, each one representing a different group of products. If you click over each new tab, you’ll be able to see products grouped under that category.
    2. Product search. You’ll find a search at the top of the page. So, if you’re looking for a particular product, type the name of the item into the product search box and click on the ‘Search’ button.
  • How do I find groceries suitable for special diets?

    Please use the filtering navigation to select the suitable requirements for your dietary needs. Please note it is customer’s responsibility to check labels, ingredients and allergen detail of the product prior to consumption as they may change and we can’t be responsible for any incorrect product information we have obtained from other brands.

  • What are substitute products?

    If you ever order a product that we’re unable to deliver, we’ll try to offer you a suitable alternative in its place. Your driver will always tell you about any substitutes when your delivery arrives, and if you’re not happy with our suggested replacement, it’s easy enough to return it. Just hand it back to your driver, and they’ll take it off your bill.

  • How do you pack my groceries?

    Your groceries will be separated by temperature (Ambient, Chilled and Frozen). We’ll also separately bag raw meat and fish, and anything else that may contaminate other products i.e. bleach. We’ll always aim to make sure heavy items are at the bottom, to protect the quality of products.

Technical

  • Why do I get a ‘failed login’ message when I try to sign in?

    Please check your username and password has been entered correctly. If you’re still struggling, please contact our Customer Contact Centre on 0330 041 7737 or cooponlinedelivery@coop.co.uk.

  • Why do I keep getting a ‘page cannot be displayed’ message?

    Refresh the page and check your internet connection. If you’re still having problems, please contact 0330 041 7737 or cooponlinedelivery@coop.co.uk

  • When I log in to my account and try to start shopping, you ask me to log in again. Why?

    Refresh the page if you’re struggling to log in. If you’re still having issues, please check your internet connection.

  • Will your website work on all internet browsers?

    Yes, our website should work on all internet browsers.

Import your favourites

  • How can I import my favourites?

    Unfortunately this isn’t a service we currently offer, but we’re always looking to improve our processes.

  • Can I print a list of my Co-op favourites?

    Yes, it’s possible to print through your internet browser.

  • How long will products be in my Co-op favourites for?

    There’s no time limit for your favourites to drop out of your account. All favourites will stay, unless you remove them yourself.

Carrier Bags

  • Why are you charging me for carrier bags?

    To help our environment and reduce plastic waste, we are using our 10p bags for life, which are reusable and recyclable. There will be a minimum charge for 2 bags at 10p each. We will aim to use as fewer bags as possible. However if we use more than 2, you will not be charged for these.

  • Can I choose to not have my shopping delivered in bags?

    Currently this is not an option, but we are looking for ways to improve our offer in the future.

  • How much will I get charged for bags in my order?

    We aim to use as few carrier bags as possible to help our environment, but enough to bag everything up.

  • What bags are included in the charge?

    We are committed to removing single use carrier bags for online deliveries to support our environment. We’re only using 10p bag for life for our delivery and click and collect service

  • How will you work out what to charge me for bags?

    We will never charge you for more bags than what is required to pack your shop, but there will be a maximum charge of 20p per delivery.

  • Will I be charged for additional bags used to protect against spillage and contamination?

    No extra charge will be taken for the usage of bags to protect your shopping.

Phishing Emails

  • What are phishing emails?

    Phishing emails are usually sent by fraudsters, pretending to be organisations, banks or credit card companies. There are many reasons why they may send these emails, but usually they’re malicious.

  • What should I do if I receive a phishing email?

    If you receive a phishing email impersonating Co-op, please report to our customer service team on cooponlinedelivery@coop.co.uk.

  • How can I spot a phishing email?
    1. The address isn’t the usual address the sender uses
    2. The message contains poor spelling or grammar
    3. The offer seems too good to be true
    4. You didn’t initiate the action
    5. The information seems very precise, but you’re not addressed by your name
    6. Your asked to send money to cover expenses
    7. The message makes unrealistic threats
    8. Something just doesn’t look right