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Lockdown 2.0: your questions answered

We know things might be feeling a little unsettling, but we want to let you know that Ocado is operating as normal. One of the changes we’ve had to make to help us do this is to bring forward the cut-off times for editing orders. We answer your questions about that, and a couple of others that have cropped up, below.

Can I still edit my order after I’ve placed it?

We ask you to place an order and check out everything you need in one go. The cut-off time for editing orders is currently 11pm, two nights prior to your delivery. There may be occasions when we need to bring forward that cut-off time if we’re fully booked for your delivery day – these changes will always reflected on ocado.com too. This latest change to the cut-off time came into effect on 5th November; all affected customers received an SMS and/or email confirming this.

Someone I know can see more slots than I do – why is that?

It’s normal that access to delivery slots can be varied during periods of high demand; rest assured we’re doing all we can to increase our capacity.

Is your website/app broken?

Things are busy on ocado.com and the app but they’re both fully up-to-date and running smoothly. At the moment our delivery slots are selling out faster than usual so please book a slot as far in advance as possible, when you can.

How do I change an order or delivery?

Making changes to an order is easy. Using our website or app, find the order you want to change, then ‘Edit’ the order to make changes. You can add or remove products, and even change the delivery slot. Please remember to check out again once you’ve finished editing. If you don’t, the changes you made to your order won’t be saved. You can edit an order as many times as you like until its ‘cut-off time. For orders from Thursday 5th November onwards, you’ll have until 11pm two nights prior to your delivery, to make any changes to your order. From the 5th January onwards the cut off date will move back to one day prior to delivery at 11:30pm until further notice.

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