How online shopping works?

What is Tesco from Home? Tesco from Home is the online service of Tesco, which is available at our https://bevasarlas.tesco.hu/ website (Website) and/or the Tesco Online mobile application (Mobile Application), providing you an opportunity to buy our products from the comfort of your home.  We offer a wide range of products, which can be delivered to your address even on the same day you place your order.
Registered Tesco Clubcard holders can also collect Clubcard points after their online orders. How do we prepare, pack, and deliver your order to keep your products fresh? There are several people involved in your shopping trip, all of whom are dedicated to make sure our customers receive great service and great quality. * Our trained Shopping Assistants always select products as if they were shopping for themselves. They always pick products which are the freshest and have the longest use by dates from the shopfloor of the store providing your service. They ask themselves the question: "would I buy it?", and therefore don’t collect anything that is not of the highest quality. * When packing your products, our colleagues pay special attention to separating food from non-food, chilled from frozen, and they also make sure to place heavy items on the bottom to avoid squashing any vulnerable products. * We also store all products in air-conditioned areas because we want to make sure that your shopping is being delivered under the most optimal conditions possible and arrives to you at the correct temperature. How do you get your products? Before you confirm your order, you can choose if you’d like to have the products delivered in bags or without bags. In case you’d like to have them in bags, you’ll be charged with a fee indicated during your shopping, which is a one-off fee, independent from the number of bags we use or products you order. You can also choose not to have the products in bags, in this case we will provide you enough time to unpack your shopping. But products like fresh meat and baked goods will always be delivered in bags due to hygienic reasons, in which case you will not be charged with any extra fee. You shouldn’t worry if you change your mind, since you can amend your order until 11:30 pm before the delivery day. For same-day deliveries, you can amend your shopping until 9:00 and 13:00, depending on the booked time slot. The deadline for modification is as follows: Booked time slot Deadline for modifications 8:00 – 13:00 until 23:30 on the day before delivery 13:00 – 18:00 until 9:00 on the day of delivery 18:00 – 22:00 until 13:00 on the day of delivery

Do I need to register and why? You don’t have to register if you’re just browsing our website or our application, but if you want to order your shopping from us, then you will need to register. To use our Tesco from Home service, you must register on the website or in the application and create an account. This is how we know for example where to deliver your products, but also how we can provide you with information about your order and delivery. How do I find products? There are several ways to find the products that you want to buy: Products are grouped into categories (e.g., Bakery, Drinks, Health&Beauty), and you can use filters to narrow down the products in each category. With the search box, you can easily find the products you want. In the ‘My Favourites’ menu, you can browse all the products you have previously purchased. In the ‘Promotions’ menu, you can choose from our current special offers. You can narrow them down to a shorter list using the department filters at the top of the page. How do I add and amend products in my basket? You can add products from any pages on the website/in the mobile application where products are displayed using the ‘Add’ button. Depending on the type of product, you can add it to your basket by quantity or weight (or maybe a different amount). Add by quantity: click on ‘Add’ to put one product into your basket. You can add more than one piece at a time by entering the number of products you want in the text box and then clicking on ‘Add’. Add by weight: you can add loose products to your trolley by weight. In this case, select the quantity you want to buy from the box and click on the ‘Add’ button to add the selected quantity to your shopping list. Add by quantity or weight: there are products where you can select whether you would like to add the product by weight or quantity. If you choose to add by weight, the average weight of a piece of product will appear in the product description to help you. If you choose to add by quantity, the price of the product will be determined according to the requested number of pieces. What are the next steps after adding products to my basket? Once you have completed your shopping list and have all the items you want to purchase, you will need to select a delivery slot (if you haven’t already booked one earlier). You can then check your shopping list on the Checkout page, and after selecting your payment method, you will be able to confirm your order. After finishing your order, we will send a confirmation to your e-mail address. If you decide you would like to change your order after confirmation, especially, but not exclusively, by adding or deleting products, changing your booked time slot, adding or deleting coupons, adding or cancelling shopping bags, amending your instructions please note that these changes may also change the price of your order. This is because when you change your order, the prices of the products in your shopping cart are automatically updated to the prices valid on that day, so the final amount may change. We will always notify you of this change during the process, and you can always decide whether to accept it.

Register or sign in Please, register or sign in on the https://bevasarlas.tesco.hu/ page by clicking on the ‘Register’ or ‘Sign in’ buttons. Choose from our services After logging in, you can choose whether you want to use the delivery method of our Tesco From Home service, Home Delivery or Click&Collect, by clicking on the appropriate tab. Book a slot Delivery slots can be booked at the earliest on the same day the order is placed, in the afternoon, depending on free slots. To book a slot, first select the most suitable time from the delivery slot table. The table clearly shows the fee of delivery for the selected slot. Once selected, the service charge will be automatically added to the total amount of the order and will not change until the shopping is delivered. Start shopping You have several options for successfully adding products to you shopping list: you can browse the products in the product categories, or you can conveniently use the search box to find a specific product. We offer a lot of products on promotion. If you want to buy products that you’ve previously purchased via our Tesco from Home service, you can easily find them in your ‘My Favourites’ list. Add the desired quantity of each item into your basket and the basket will total up the guide price. Select your payment type You have the option to pay online on the website or in the mobile application, or at the door, by debit or credit card. If you choose to pay online, your card will not be charged until after you have received your shopping. Cash payments are not accepted.

When can I get my shopping delivered? Except for public holidays, the time slots can be booked from Monday to Sunday between 8.00 am and 10.00 pm for our Home Delivery service. You can order a delivery up to 3 weeks before the desired date. How do I choose the date and time for Home Delivery? Once you have logged in, click on 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, so you should finalize your shopping within 2 hours. Alternatively, you can book your slot once you have completed your shopping. What delivery instructions should I give? Enter any additional information about your address that may help to deliver your shopping. For example, you can enter the name that appears on the doorbell or give other instructions if the address is difficult to find (for example, your door is the one of the three doors that is painted red). How much does the delivery cost? Tesco will impose a service charge for the delivery of your shopping. The service charge for our Home Delivery service is between HUF 799 and HUF 1199, depending on the booked time slot. If you select the Same-day Delivery and Home Delivery service, the service charge will always be HUF 1400, regardless of the time slot. If you want to collect your shopping at a Click&Collect point, Tesco will impose a service charge between HUF 150 and HUF 499. You can find the service charge to be paid in the delivery slot table, after clicking on the ‘Book a slot’ button. You can check the service charges before you start compiling your Shopping by clicking on the ‘Book a slot’ button. The service charge for the selected time slot will not change after you submit your order, unless you change the delivery time slot later.

I’ve forgotten when my shopping is due to be delivered, how do I check my delivery time? You can check what delivery slot you have selected for your shopping by going to the ‘My orders’ tab on the website. The order confirmation email you have received will also contain the selected delivery slot. How old do I need to be to accept a delivery? You need to be 18 to accept a delivery. If the Delivery Assistant (or, in case of Click & Collect, the Tesco employee handing over the products) has doubts about the age of the person collecting the order, and the person does not voluntarily present his identity document to verify his age, the Delivery Assistant (or, in case of collection at the stores, the Tesco employee handing over the products) can refuse to give them the shopping. The Delivery Assistant (or, in case of Click&Collect, the Tesco employee handing over the products) will do the same if the identity document shows that the person in question is under 18 years of age. Will the Delivery Assistant deliver my shopping to my door? Yes, our Delivery Assistant will deliver your shopping to your flat/house door. In the case of office buildings or buildings where access is subject to security controls, Tesco will, as a rule, guarantee delivery to the main entrance. What happens if I miss my delivery? What should I do? If you’ve missed your delivery, contact our Customer Services at tesco.hu/kapcsolat or at 06 80 222 333, and they will try to reroute the Customer Delivery Assistant to you again if they have not arrived back to the store yet. If they are already back at the store and they cannot deliver your products a second time, then your order is cancelled, and you will have to order your shopping once again, which can easily be done under the ‘My orders’ tab. What if a product I ordered wasn’t available on the day of the delivery? If a product you put on your shopping list isn’t available on the shopfloor of the Serving Store on the day of the delivery, you’ll be provided with a substitute product, if you have chosen to receive substitutions for the given product or for the whole delivery when placing your order. When placing your order, you have the possibility to choose whether you want to receive substitutions for a single product or for the whole shopping. In this case all substitutions will be listed on the top of the delivery note you will receive via e-mail in advance (and it will be handed over in a printed form during delivery as well), with details of quantity, unit price and total price of substitutions. It is not compulsory to accept the substitutions, you can choose to accept or reject them when your shopping is delivered. If you choose not to accept the substitutions, feel free to hand them back to the Delivery Assistant. You will not be charged for these products. In case our colleagues cannot find a suitable product at all to replace the product of your choice, it will be left out of the delivery, and you will of course not have to pay for the product. What if the delivery is going to be late? We’ll try our best to contact you in time if our Customer Delivery Assistant is running late. However, if you haven’t heard from us, and your delivery is running late, please contact our Customer Services team. Contacts: 06 80 222 333 or tesco.hu/kapcsolat What is a substitute product and what do I need to know about substitutions? Our Tesco from Home service is not a webstore; thus, selected products are only purchased upon delivery. In case a product you selected isn’t available on the shopfloor of our store providing your online services on the day of delivery, and you chose to have substitutions when you placed your order, then we will offer you a substitute product. You can choose to have substitutions for a single product or for the whole shopping. Our colleagues will choose products and substitute products as if they were shopping for themselves. They always pick products which are the freshest and have the longest use by dates from the shopfloor of the store providing your service. They ask themselves the question: "would I buy it?", and therefore don’t collect anything that is not of the highest quality. In all cases, we will try to offer you a substitute product that is closest in price and quality to the product you originally selected. Substitute products will be listed on the top of the delivery note you will receive via e-mail in advance (as well as at delivery), with details of quantity, unit price and total price of substitutions. If you choose not to accept the substitutions, feel free to hand them back to the Delivery Assistant, they will deduct it from the final price, and you will not be charged for these products during payment. What if I’m unhappy with the quality of the products in my shopping? If you are unhappy with any product, just hand it back to the Delivery Assistant and you won´t be charged for the product. You are entitled to your right of withdrawal within 14 calendar days after receiving the products without giving a reason and if you have the receipt, which means that you may return the products to any Tesco store if you show the receipt. Tesco will pay you back the purchase price of the returned product. You may not exercise this right relating to: perishable foods or foods with short period of usability or freshness and baby foods; products in sealed packaging containing video and/or sound recordings, computer software (e.g. CD, DVD), if the costumer opened the packaging; products which, by their nature, are inseparably mixed with other products after being handed over; and in the case of sealed products which, for reasons of health protection or hygiene, cannot be returned after being opened (cosmetics, underwear), as well as newspapers, journals and periodicals. If you want to return products, you can do so in any of the Tesco stores. Whenever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure you won’t be charged for products that you want to reject for some reason. What should I do if there is a product missing from my shopping? If there are products missing from your delivery, please contact our Customer Services using one of the contact details shown at the end of the page. Can I return a product that I’ve bought? If you are unhappy with any product, just hand it back to the Delivery Assistant and you won't be charged for the product. You are entitled to your right of withdrawal within 14 calendar days after receiving the products without giving a reason, which means that you may return the products within 14 days by showing the receipt without any justification. You may not exercise this right relating to: perishable foods or foods with short period of usability or freshness and baby foods; products in sealed packaging containing video and/or sound recordings, computer software (e.g. CD, DVD), if the costumer opened the packaging; products which, by their nature, are inseparably mixed with other products after being handed over; and in the case of sealed products which, for reasons of health protection or hygiene, cannot be returned after being opened (cosmetics, underwear), as well as newspapers, journals and periodicals. If you return all the products in a transaction, you will be refunded the service charge you paid during the transaction in question, but you must in all cases return the products concerned at your own expense to a Tesco store within 14 days from your declaration to use your right of withdrawal. Tesco is obliged to pay the purchase price of the returned products, or you may decide to choose a different product in exchange of the returned product. Simultaneously with returning the products and their price being refunded, a number of points corresponding to the amount refunded will be deducted from your Clubcard account. Whenever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure you won’t be charged for products that you want to reject for some reason. I would like to complain and return the goods. What should I do? We solve every complaint individually. Our colleagues are ready to solve any issue in connection with delivery. If you want to return the goods, you will have three options to choose from: Return the goods directly to the Delivery Assistant and you won’t pay for the returned item. Return the goods to the nearest Tesco store. We will give your money back or refund the order in another form of compensation based on our agreement. Contact our customer service at: hu/kapcsolat Phone number: 06 80 222 333

What personal details will I need to enter to register to Tesco from Home? How safe is my data? To register you will need to enter your: Email address and password Address where you want the selected products 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 order) We keep all your personal information stored safely and securely in accordance with our Do I have to give payment card details to register? No, you don’t have to give any payment card details when you register. However, if you choose to pay online, we’ll ask you for your card details after compiling your shopping. They will be encrypted and stored securely. Alternatively, if you don’t want to give any payment card details online, then you can pay by card at your door. What is ‘My Account’? My Account is the section on our website where you can check all the personal details that you have shared with us. You can update your address and phone number here. To update any other details please call Customer Services at one of the contact details at the bottom of this page. 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 click on the link and enter a new password and confirm it to complete the reset.