Help & FAQs

What is Tesco Lotus Shop Online?

Tesco Lotus Shop Online is the exciting service from Tesco Lotus. This service allows you to choose a wide range of products from the comfort of your own home, and have them delivered directly to your door at a time to suit you.

We offer you low prices and promotions like in Tesco Lotus Hypermarket store (price based on actual selling price on day of delivery from Tesco Lotus Hypermarket store) so that the major benefits of shopping at Tesco Lotus Hypermarket are available to everyone with an access to the Internet.

Got a Clubcard? Earn points on-line with Tesco Lotus Shop Online!

How is my order picked, packed and delivered to keep everything fresh? 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 products which are freshest and have the longest sell by dates available at our stores. They also carefully select the best ones available as if they were shopping for themselves. They ask themselves the question "would I buy it?" and therefore don't send out anything that is not of the great quality.

When packing your products 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 - including in our vans. This ensures that your shopping is delivered in top condition and arrives at the correct temperature.

Where do we deliver?

Our online shopping service is currently available some areas of Bangkok. To check whether we operate in your area, go to our service availability checker on our website.

Start shopping

Find the products you want by browsing through categories, typing keywords into the search bar or by viewing products on promotion and in your favourites. Add the required quantity of each item into your shopping trolley, and the trolley will total up the guide price.

Choose your time slot

The earliest time slot available is next day delivery. Choose your 2 hour time slot from the booking table. The price of the delivery will be clearly shown in the table and will be added to the total guide price.

Select your payment type

Select from online payment or pay at the door by credit or debit card. Online payment will not be taken from your account until after you have received your shopping.

Amend your order

Once you have placed your order, you can amend your order, adding or deleting items up until 11 pm on the night before your delivery.

Receive your shopping

Your delivery will be brought to you in a temperature controlled van, by a Tesco Lotus employee. The bags will be carried into your preferred room in your home if this is required and you can check every item to make sure your order is complete and to ensure freshness. If items were not available, the Customer Delivery Assistant will bring substitutions which you can choose to keep or return. You will only be charged for the items that you receive.

We take payment after delivery, based on the exact items accepted

We recommend that you check your delivery against your order confirmation email. If you chose to pay at the door by card, your driver will process this based on the exact items that were delivered. Online payments will be taken by the end of your delivery day, based on the exact items that were delivered. Please read the information about guide price to understand why there may be a slight difference between the guide price on your order confirmation email and the final amount charged.

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

To check whether we offer our service in your area, go to our ' Service availability' page and choose your district from the dropdown list and the serviceable sub-districts will appear.

What personal details will I need to enter in order to register for Tesco Lotus Shop Online? Are they safe?

To register you will need to enter your:

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

We keep all of your personal information stored safely and securely in accordance with our Terms and Conditions.

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 an order, we'll ask you for your card details just before you confirm your order (they will be encrypted and stored securely). Alternatively you can pay by card at your door and you won't have to give us any payment card details.

What is 'My Account'?

'My Account' is the section on our website where you can check all the details that you have given us about your online shopping account. You can update your address and phone number, Clubcard number and Contact preferences using this section of the website. To update any other details please call Customer Services.

What should I do if I forget my password?

If you forget your password, you can reset it by using the 'forgot your password' link on the sign in page. Follow the link and enter your email address, and we will send you an email with a link to reset it. Then, simply enter a new password and confirm it to complete the reset.

Do I need to register and why?

You don' t have to register if you're just browsing our website, but if you want to shop with us you will need to register. It's very important to register with us to make sure we offer our service to your area. It also allows us to show you the right products and delivery information.

How do I find products?

There are 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
• 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 and amend products in my shopping trolley?

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

Depending on the type of product you can add it to your trolley by quantity or weight, and some products can be added by 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 box and pressing add
• Add by weight - press add to put 100g into your basket, or amend the weight you would like in the box and press add
• Add by quantity or weight - select whether you would like to add by weight or quantity. If you've selected weight, the average weight of one of the product will be displayed in the box.

What do I do after putting products in my shopping trolley?

Once you have completed your shopping and have all the items you want to purchase in your trolley, you will need to select a delivery slot (if you haven't already reserved one earlier in your shopping trip), and then complete the three checkout steps to select your payment details and confirm your order

What are My Favourites?

Your ' Favourites' list remembers all of the products that you've previously purchased online. Once you've signed in, go to 'My Favourites' to add the same items to your trolley so you don't have to find them again a second time.

Will I get Clubcard points for my shopping?

Yes, you will get Clubcard points for your online shopping in the same way as you would in our Tesco Lotus Hypermarket store.

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

Unfortunately it's not possible at present to use Ecoupons and Clubcard vouchers on our website, but we're working on our systems so we can accept them in the future.

When can I get my shopping delivered?

You can choose delivery slots from 10 am - 10 pm. Each delivery slot has a maximum capacity, so create your order well in advance to guarantee the slot you want. You can create an order up to 3 weeks in advance. For further details, please refer to Delivery and Receipts in the Terms and Conditions.

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 is recommended to book your slot at the start of your shopping, 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.

What are the delivery instructions I give used for?

Any delivery instructions you enter can help to direct or guide the Customer Delivery Assistant to your house or flat. For example you can give the surname of the main resident, if their name is on the bell, or give directions if your address is tricky to find.

How much is the service charge?

The service charge for any delivery slot is shown in the "Book a slot" section. You can check it before starting shopping by clicking ' book a slot' button.

How can I pay for my shopping?

You can normally choose to pay by credit / debit card Visa Electron and Mastercard or cash (Thai Baht) to pay for your items. The Company will not accept a payment of purchased items or service via any cash coupon, discount coupon, discount coupon cutting from the newspaper, gift cards, or any other equivalent card except it is particularly stated on the website.

Payment by cash

You will have to pay to the Company by cash on the date of delivery at the place of delivery. The Company reserves the right to not accept your cash payment, if the Company considers that the notes and /or coin used to pay are counterfeit or defective.

Payment by credit / debit card

To reduce the risk of accessing payment card data without your permission, such access is required to enter the password. If you wish to pay online via the website, an approval on your card (giving the card details) is required when you make your order on http://shoponline.tescolotus.com. The full payment will not be carried out until the delivery date. The Company will submit the request to your bank for charging full amount corresponding to number of items you have received.

What is the process for payment online?

To pay online you will need to select that option during the online checkout process. You will be asked to enter your payment card details in the online form. We will do a simple card check to validate the details and then we will confirm your order. You will not be charged for your order at this time. Your card will only be charged after your order has been delivered.

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

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 the 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. If you are having trouble reading your security code, please contact your bank.

What happens if my payment fails?

If you enter payment card details online, we will not charge your card at that point. However we will make a check to verify the card. If this fails you will be notified of this on the website. You can try again, or with a different card, or change the payment method to paying by card at door. If you have any difficulties please call our customer services team who will be happy to help you.

Just before your delivery we'll check your card to make sure the full order value is there. If it isn't we'll contact you to ask you whether you'd like to switch to pay at your door, or whether you'd like to cancel your shopping.

Your payment card will only be debited by the full amount after your order is delivered.

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.

If none of your payment cards work, or if in the rare scenario that there are any connection difficulties with the payment system at your door, we will have to take the order back to the store. You will not be charged for the price of goods ordered if this happens.

How can I get a receipt for my shopping?

If you would like to request a receipt for your shopping, please take your Customer Delivery Note into your local store and speak to the customer services team who will process your request.

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 order by going to the '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 for your order to arrive.

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

You need to be 20 years old to accept a delivery. If you're paying by card at your door, the cardholder must be present.

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

Our Customer Delivery Assistant will deliver to your flat/house door provided that there is no obstacle for our Customer Delivery Assistant to do so.

What happens if I miss my delivery? What should I do?

If you've missed your delivery, check your mailbox for a calling card from the Customer Delivery Assistant. You can also call Customer Services. They can try to reroute the Customer Delivery Assistant to you again if he has not yet come back to the store. If the van is back in the store your order is cancelled, and you will have to place your order once again.

What if a product I ordered wasn't available?

If a product you put in your order isn't available in store, you'll be provided with an alternative product, which you can choose to accept or reject when your order 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 will not be charged for the product.

Alternatively if your personal shopping assistant wasn't able to find a suitable alternative to the product you had in your order, it will not be part of your delivery and you will not be charged for that product.

What if the delivery is going to be 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.

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

If there are products missing from your order please contact Customer Services.

Can I change or return a product that I've bought?

If you are unhappy with any product, just hand it back to the Customer Delivery Assistant and you will not be charged for the product.

Wherever possible, please always try to check your order 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.

If you wish to change or return the product you received after the Customer Delivery Assistant has left, take the product and your tax invoice/receipt to a Tesco Lotus store specified in a till receipt within 7 days from the date of receiving the product for changing or returning such product at the Customer Services Centre.

The goods returned or changed must be in the same conditions as when you received them, except any perishable or disposable goods. In case of disposable goods, you shall return the remaining part prior to your exercise of the right to terminate the contract.

If the goods are damaged or lost due to your responsibility, or it is beyond your control to return the goods due to your own fault, except for damages incurred in an ordinary course of opening, assembling or mixing for the use of the goods, the Company shall be entitled to claim for damages from you as permitted under the law.

You will be refunded a full amount of the purchase price of the goods returned in cash within 7 days from the day the Company receives your completed exchanged/returned request form. You also take note that the relevant number of points shall be deducted from your Clubcard.

How can I cancel my order?

You can cancel your order yourself up to 11pm on the evening before your order is due. Just go to the "My Orders" tab and click the "Cancel Order" b utton 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.

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 will not be charged for the order.

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

You can amend the products in your order at any time up to 11 pm 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 will definitely not be charged twice.

Please be advised that the prices shown across the website are a guide price and the total guide price shown in your shopping trolley and order confirmation email may differ from your final bill. The variance between guide price and your final amount charged will be due to one or more of the following reasons:

• Weighed products - the guide price on the website uses a weight for weighed products such as grapes or sausages. But what you pay will be based on the exact weight of your product, so the price may vary slightly.
• Substitutions - where the product is unavailable on the day of the delivery, the driver will bring a substitute product that you can choose to accept or decline. The price of the product is likely to be slightly different from the price of your original product.
• Change of price at store - the price of goods delivered to you will be the same as those available for sale at Tesco Lotus Hyper Market store on your selected date of delivery which may differ from the "guide price" specified on the website at the time you make your purchase order.
• Promotion dates - any products on promotion need to be delivered before the promotion end date (shown on the product page) to qualify for the promotional price. If your delivery slot is booked for after the promotion end date, the promotion price will not be applied.

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 English letters and numbers, i.e. ABC123.

How do I use an e-coupon?

1. Log in to your Tesco Lotus Shop Online account or register if you are new to Tesco Lotus Shop Online.
2. Add the products you want to buy to your Shopping trolley and check out your order.
3. 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.
4. The eCoupon discount is automatically deducted from the total of your shopping before you pay.
5. Limit 1 eCoupon per 1 customer or per 1 delivery address.
6. eCoupon cannot be applied to alcohol, cigarette, tobacco, gift card, clubpack,energy drink, M150, sponsor, Red Bull, Ajinomoto monosodium glutamate, Birdy Iced Coffee, Breastmilk substitutes for children aged 0-3 years
7. eCoupon code is available for shopping at Tesco Lotus Shop Online only.

Why is my e-coupon not working?

1. Have you entered the eCoupon code correctly? Re-enter the code to check if you have made a typing error
2. 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.
3. Was the eCoupon sent directly to you? Sometimes our eCoupons are restricted and can only be used by the person they are sent to
4. 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.
5. Is there a minimum spend? Some of our eCoupon codes can only be used when you spend a minimum amount.
6. Have you entered more than one eCoupon for the same order? Some eCoupons cannot be used in the same order as other eCoupons.
7. 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. . Please click to see the details of the Terms & Conditions of the eCoupon.

1. What is Parcel Delivery service?

So as to expand the scope of service to order goods on the website, the Company has therefore added the channels for purchase order on the website and Parcel Delivery service.

2. Conclusions of the trading contract

The trading contract between you and the Company will occur only when you have paid for goods and the Company has sent a summary of purchase order to you at the email address already registered by you. The quantity of products available for selling will depend on the quantity of goods that the Company has. The Company cannot guarantee that the products listed and detailed as shown on the website will be available.

The Company may change the number of items from time to time as deemed suitable by the Company. However, the orders for large quantities of products that are promotional items or club pack products will include purchase restrictions as appropriate. The Company will notify you in advance if the Company cannot deliver goods of required quantity or if the Company limits the quantity of ordering any item.

3. Prices of goods and Parcel Delivery service charges

3.1 Prices of products

The prices of goods shown on the website are inclusive of VAT. For purchase order on the website and Parcel Delivery service, the Company will charge and calculate the prices of products immediately at the time when you process the payment. The product prices may differ from the prices at TESCO Lotus stores or branches of delivery by other methods.

For participated promotion, Buy 1 Get 1 Free, Buy 2 Get 1 Free and Buy 2 Save More promotions don’t apply to this Parcel Delivery Service.

3.2 Parcel Delivery service charges

Parcel Delivery service is charged at the rate of 80 baht per order.

4. Purchase orders, changes and cancellation of purchase orders by customers

You can send your purchase orders through the website http://shoponline.tescolotus.com. If you want to change purchase orders, please do so via the website page or notify the Customer Service Center by phone. Cancellation or change of purchase orders will be considered to be accepted by the Company upon being sent to the Company within 23.00 hrs. on the date of purchase or the date specified in the order summary.

Once you placed an order, customer is unable to make another order to different address unless the first order has been delivered.

5. Goods delivery and receiving

You can check the delivery status at https://ecommerceportal.dhl.com/track/ by typing TDLOTUS followed by a 10 digits of order number and pressing search.

The couriers will do their best to deliver within the specified time, which will be notified to customers via SMS within Delivery Date. If the products cannot be delivered in time for any reason beyond control of the Company and the couriers, the Company refuses to accept any responsibility for being unable to deliver goods by the specified time.

Regarding purchase order on the website and Parcel Delivery service, the products will be delivered to you within 4 working days at the main gate of the building notified by you as your delivery address which must have the recipient signing to receive the product. In case of no recipient and your request for repeated delivery, you acknowledge that the Company and/or the couriers may charge additional delivery fees.

Upon receiving goods from the External Parcel service provider, the customers must check that the boxes are not damaged. If there are any defects, the couriers must be notified immediately.

6. Return of goods

You have the right to change or return the products or cancel the trading contract within 7 days from the date of your receipt of goods. You agree to notify the Company through the Customer Service Center by phone number 1712 press 6.

However, as to perishable goods or consumable goods that are removed from the packages and cannot be re-packed for hygienic reasons, are mixed with other products in a manner that cannot be modified (contaminated from other products) and the products not in the original packaging or having the seal removed, if the products are damaged, lost or the return of goods is impossible due to your fault other than normal damage from opening, assembly or mixing for using the products, the Company reserves the right to claim damages from you as permitted by law.

6.1 Return of goods by parcel

You will photograph the product and send the photos of damaged goods by email, together with scanned receipt and purchase order number to shoponline@tescolotus.com. After the Company’s consideration and there is neither doubt nor objection, you will send the product, along with the original receipt, order numbers, and a return form to the Company by post at the address: Return product at Online Department TESCO Lotus Chaeng Watthana: Thung Song Hong Sub-district, Lak Si District, Bangkok Metropolis 10210. After the Company’s consideration and there is neither doubt nor objection, the price of claimed product will be sent to your credit card/debit card account.

For returning the products by Parcel, you will receive only the full refund of returned items into your credit card / debit card account within 45 working days from the date of the Company having received the complete return form already and you agree that the Company will deduct Clubcard points for returned goods from your Clubcard account immediately.

6.2 Return at Stores

You will photograph the product and send the photos of damaged goods by email, together with scanned receipt and purchase order number to shoponline@tescolotus.com. After the Company’s consideration and there is neither doubt nor objection, and the products will be returned at the customer service points in TESCO Lotus stores of all branches except TESCO Lotus Express along with the original receipt, order numbers, and a return form. For returning goods at the stores, you can request the refund in cash only.

7. Damage and Claim for compensation

The Company recommends that you should not accept damaged goods upon delivery. If the product defects appear after the products have been accepted already, you are entitled to notify the Company via the Customer Service Center by telephone number 1712 press 6 :

7.1. Damaged goods worth a total of 50 baht or less

You will photograph the product and send the photos of damaged goods by email, along with scanned receipt and purchase order number to shoponline@tescolotus.com. After the Company’s consideration and there is neither doubt nor objection, the price of claimed goods will be fully refund of returned item price with eCoupon and you allow the Company to deduct Clubcard points for returned goods from your Clubcard account immediately.

You will receive only the full refund of returned item price into your credit card/debit card account within 45 working days from the date of the Company having received the complete return form and you allow the Company to deduct Clubcard points for returned goods from your Clubcard account immediately.

7.2. Filing a claim for defective product at any Tesco store by considering the product sold

7.3. Damaged goods worth a total of more than 50 baht

7.3.1 Return of goods by parcel

You will photograph the product and send the photos of damaged goods by email, together with scanned receipt and purchase order number to shoponline@tescolotus.com. After the Company’s consideration and there is neither doubt nor objection, you will send the product, along with the original receipt, purchase order number to the Company by post at the address: Return product at Online Department TESCO Lotus Chaeng Watthana: Thung Song Hong Sub-district, Lak Si District, Bangkok Metropolis 10210. After the Company’s consideration and there is neither doubt nor objection, the price of claimed product will be sent to your credit card/debit card account within 45 working days from the date of the Company having received the complete return form already and you agree that the Company will deduct Clubcard points for returned goods from your Clubcard account immediately.

7.3.2 Return at Stores

You will photograph the product and send the photos of damaged goods by email, together with scanned receipt and purchase order number to shoponline@tescolotus.com. After the Company’s consideration and there is neither doubt nor objection, and the products will be returned at the customer service points in TESCO Lotus stores of all branches except TESCO Lotus Express along with the original receipt, order numbers, and a return form. For returning goods at the stores, you can request the refund in cash only.

The Company may contact you to request additional information for considering claiming compensation or improving services of the Company and the couriers.