FAQs

Placing an order

Q. Do I have to create an account to buy things through Sizzle?

A. Feel free to take a look around Sizzle without an account, but if you spot something you’d like to buy you’ll be asked to sign in or create an account before you check out. If you have an Ocado account then you can log in using the same account details.

Q. Is there a minimum spend?

A. No, there is no minimum spend when shopping at Sizzle.

Q. Can I edit or cancel my order once it has been placed?

A. You cannot edit your order once it has been placed but you are able to cancel your order up until the point it is dispatched. Simply log in to sizzle.co.uk and select 'Your Orders' from 'Account Settings'. You can view or cancel any orders waiting to be dispatched. Although we can't specify when your order will be dispatched, it's usually the day before delivery.

If your Sizzle items are being delivered via our Express Courier Delivery option and you wish to alter the delivery you will be able to do so using information we send you in your dispatch email.

If your Sizzle items are being delivered with your Ocado order, you can change the delivery slot at ocado.com. Just log in, go to 'My Orders' and then 'Change delivery'.

Please note that if you alter your delivery in any way then your delivery charge may be affected, this will be reflected on your bill.

Q. When will I be charged for my order?

A. We'll take payment on the day your order is dispatched.

Q. Which payment methods do you accept?

A. We accept Visa, MasterCard, Visa Debit/Delta, Switch and American Express. Unfortunately, at the moment we don't accept Visa Electron, Solo cards or PayPal.

Q. How do I add a new card to my account?

A. You can add a new card to the 'Stored payment details' section of 'Account Settings', or simply add one as you check out.

Q. Why isn't my card working?

A. It could be that some of the details haven't been entered correctly, we don't accept that type of card, or you've recently cancelled your card. If you're still having problems, you may need to get in touch with your card provider to find out why.

Q. How do I enter a voucher code?

A. Once you reach the checkout there will be a box to enter your voucher code. Please include ‘VOU’ at the beginning and don’t leave any spaces between the characters when typing the code.

Q. Can I add a voucher after I've placed an order?

A. Unfortunately not, voucher codes need to be added as you check out.

Q. Why isn't my voucher working?

A. It may be that you are entering the voucher code incorrectly. Start with ‘VOU’ at the beginning and make sure there are no spaces between the characters of the code. Ocado vouchers are not accepted at Sizzle so these will not work if entered. If you’re still having problems then just give us a call on 0330 123 0022, we’ll be happy to help.

Q. Where can I find details of my order?

A. Orders past and present can be found in the 'Your Orders' section of 'Account Settings'.

Q. Can I order over the phone?

A. Afraid not - we're an online-only business so all orders must be placed through our website. For a better idea of what it's like to shop with us, take a look at our website walkthrough.

If you have any other questions about shopping with us, please don't hesitate to email us at sizzle@sizzle.co.uk or give us a call on 0330 123 0022.

Q. Why do you ask me additional questions before I buy certain items?

A. Certain products sold at Sizzle may be age restricted by law for the protection of children or for other social or safety reasons. We may ask for additional information to clarify your age at the time of purchase - even if we have requested this on previous occasions. If you have age-restricted items in your order and are lucky enough to look younger than 25, your driver will ask to see some ID proving you're over 18. A valid photo driving license or passport will do just fine.

Delivery

Q. What are the different delivery options?

A.You can choose to have your order delivered using our Ocado 1 Hour Delivery service or via Express Courier Delivery. See below for more information.

Q: How does your Ocado 1 Hour Delivery work?

A. Pick a one-hour delivery slot of your choice, seven days a week, from 6am-11.30pm. This option is FREE when you spend £40 or more, or just £3.99 if you spend less. We hitch a lift on Ocado’s delivery rounds so we benefit from their specialist delivery network. Therefore, you can also choose to get your kitchen supplies delivered for free at the same time as your Ocado groceries.

Q: How does your Express Courier Delivery work?

A. These orders are delivered the very next day when you order by 3pm. This option is FREE when you spend £15 or more, or just £2.99 if you spend less. Your order will be delivered in a one hour slot between 8am-8pm Monday to Saturday and 9am-5pm Sunday. The only exclusion to these delivery times are public holidays when they will not be delivered until the next working day. We will tell you your delivery dates as you check out so you know when to expect your delivery. Each delivery is fully tracked and you will receive SMS/email confirmation of your tracking details.

Q. Is there a delivery charge?

A. Delivery is FREE when:
1. You spend £15 or more (for an Express Courier Delivery) or £40 or more (for an Ocado 1 Hour Delivery)
2. You attach your Sizzle items to an existing Ocado delivery

Otherwise delivery is just £2.99 for Express Courier Delivery, or £3.99 for an Ocado 1 Hour Delivery

Q. How can I get my Sizzle order delivered with my Ocado shopping?

A. If you have an Ocado order already booked then we will remind you what time this is booked for and offer you the option to have your Sizzle items delivered at the same time, during check out.

There's no additional delivery charge and no minimum spend on your Sizzle order if you attach it to an existing Ocado delivery (there's still a £40 minimum spend for your Ocado items).

You can also place a Sizzle order first, with no minimum spend, and then add your Ocado items to it. There will still be a £40 minimum spend on Ocado items however. Please note that not all items are able to be attached to an existing Ocado order.

Q. Why don't you deliver to my postcode?

A. We don’t deliver to the whole of the UK yet but we’re constantly expanding our delivery areas and hope to deliver to your postcode soon. Leave us your details and we’ll let you know as soon as we do.

Q. Do I need to be at home when you deliver?

A. We will always give you a one hour delivery slot so you know exactly when your order is coming. However, if you’re not able to be in when we deliver then please follow the instructions below:

Ocado 1 Hour Delivery
If you're not going to be there please write down what you'd like us to do with your delivery in the 'Driver's Notes' section of the checkout. If your Sizzle items are being delivered with your Ocado order then your driver won't be able to leave the shopping without confirming it over the phone. Please remember we're not responsible for any shopping delivered when you're not home.

Express Courier Delivery
Once your items have been dispatched you will receive details of how to alter your delivery time and location. If you’re not in when they call they will leave your items with a neighbour where possible. Please note that if you alter your delivery in any way then your delivery charge may be affected.

Q. What happens if I miss my delivery slot?

A. This will depend upon your delivery method:

Ocado 1 Hour Delivery or items attached to an Ocado order
If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they can't get hold of you, they'll leave a card. This will let you know what time they came by, and ask you to get in touch to rearrange the delivery. Please contact us as soon as possible on 0345 600 6070 or using the number given on the card.
Please be aware that if you do miss your slot we can't guarantee the driver will be able to make it back to you on the same day.

Express Courier Delivery
If you miss your delivery then you will be left a card. Your items will either be left in a safe place (with a neighbour, for example) or if this is not possible then the items will go back to the depot. If this is the case then you will have 24 hours to arrange a re-delivery. If we don’t hear from you then we will try to deliver again the following day. If we are still unable to deliver after three attempts then you have 24 hours to arrange a re-delivery otherwise the items will be returned to us.
If you no longer want the items delivered or have any questions then just call us on 0330 123 0022.

Q. Can I book a delivery slot before placing my order?

A. Ocado 1 Hour Delivery
You will be able to book a delivery slot as you check out. This allows us to make sure all the items you want are available for your chosen delivery time and date.

Express Courier Delivery
No, your delivery slot will only be confirmed once your order has been dispatched.

Q. How can I add a new address?

A. You can add or change an address in the 'Delivery address book' section of 'Account Settings'.

Refunds and Returns

Q. Can I get a refund?

A. Of course. You have up to 28 days to ask for a refund, or two years if the item is damaged or faulty. You must give us a call first on 0330 123 0022 for us to process your refund and advise you of the best way to return your item.

Q. How do I return an item?

A. Depending on your delivery method you have a couple of options:

Ocado 1 Hour Delivery
If you have another delivery booked then simply hand the item back to your driver.You can also return it via Collect+ for free or post it back, but you’ll be liable for postage costs if you choose this option.

Express Courier Delivery
If your item was delivered by DPD then you will need to return it via them also. We can book a day for your item to be collected and then DPD will confirm the 1 hour collection slot on the day.

In either case your refund will usually be processed within three working days, but can take up to ten working days to appear in your account.

Please see our full Returns Policy for more details.

Q. Are there any items that can't be refunded?

A. Unfortunately, we can't offer a refund for the following items unless they were incorrect or faulty: personalised or made-to-measure items, perishable goods, unsealed CDs, DVDs, tapes or other recording media and software or video.

Q. Why haven't I received my refund yet?

A. If you haven't received your refund please get in touch with us. Email us at sizzle@sizzle.co.uk or call us on 0330 123 0022 - we're here 8am-11pm seven days a week.

Q. How long will it take to process my refund?

A. We'll try to process your refund within three working days, but it may take up to 10 working days to appear in your account.

Q. Do I have to pay for a return?

A. All returns are completely free unless you’re posting your product back to us yourself, in which case you will be liable for the cost of this.

Q. How long do I have to return items to Sizzle?

A. If you'd like to return something, please get in touch with us within 28 days of your delivery. You can return faulty items up to two years after receiving them. See our full Returns Policy for more information.

Attaching to an existing Ocado order

Q. How can I get my Sizzle shopping delivered with my Ocado order?

A. Once you’ve checked out on Ocado simply place your Sizzle order. You’ll be prompted to add your order to your Ocado delivery as you check out. There is no minimum spend and no additional delivery charge.

Q. I have an Ocado order booked, why can’t I see it when checking out?

A. It may be that your Ocado order has not been completed. Even if you have a delivery slot booked, your Ocado order needs to be fully checked out before you can attach Sizzle items. It could also be that your Ocado order cut off time has passed, in which case it cannot be edited or have Sizzle items attached unfortunately.

Q. Do I still pay for the Sizzle delivery?

A. No, there’s no additional delivery charge for Sizzle items if you attach them to an existing Ocado delivery.

Q. Can I change my delivery slot?

A. If your Sizzle items are being delivered with your Ocado order, you can change the delivery at ocado.com. Just log in, go to 'My Orders' and then 'Change delivery'. Please note that your delivery charge may be affected, this will be reflected on your bill.

Q. Can I use my Ocado Smart Pass at Sizzle?

A. Ocado and Sizzle operate as separate businesses, so despite sharing their delivery rounds, we don’t share their Ocado Smart Pass unfortunately. However, you can still benefit from attaching your Sizzle items to an existing Ocado delivery for free.

Q. Does my Sizzle shopping count towards my minimum spend at Ocado?

A. As mentioned above, Ocado and Sizzle operate as separate businesses. Therefore, your shopping on one site doesn’t count towards the minimum spend on the other and vice versa.

Emails and communication

Q. How can I change which emails I receive?

A. To choose which emails you'd like to receive, simply log in and go to your 'Account Settings'. Click on the 'Marketing Communications' link and edit your preferences. When you're finished, remember to hit the 'Update' button to make sure your changes are saved.