Customer Feedback & Support


Please check that your timeslot and date are correct. Have you received a confirmation email from us? And have you had a text /email to update on status of order? If yes, then contact us on 0800 328 0800 between 8am-9pm Monday-Friday, 8am-8pm Saturday and 8am-6pm Sunday. Calls will be free from a BT landline, other networks may be higher and from mobiles considerably more.


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Changing your mind

If you purchase your products online, you are entitled to change your mind about your order and return it to us. However, there are some important exceptions to this.
We don’t accept returns on perishable food items or items which cannot be re-sold for health reasons once unwrapped.

You can cancel the order up to 14 days after the date of delivery. You then have another 14 days to return the items and we have 14 days to process your refund.
If however, there is a quality issue or an item is faulty in any way, we will happily refund it. Please see our “Faulty products” information below.

Faulty products

“Our promise”

For Iceland own brand products we print “Our Promise” on the label. If you aren’t happy with the product please call our Customer Helpline and we will refund or replace the product.

Other products

If you are unhappy with the quality of any of the products you have purchased from us, we will happily refund the money back to you or replace or repair the products in line with your statutory rights summarised below.

Please let us know as soon as possible after a fault becomes apparent as your statutory rights to a repair, replacement or refund depend on how long after the delivery you report the fault. We suggest you aim to let us know within 48 hours.

Where possible please retain all packaging. We may ask you for a proof of purchase.

If your product is faulty during its expected lifespan you are entitled to the following:

  • Up to 30 days from purchase: you can get a refund
  • Up to 6 months: if it can’t be repaired or replaced, then in most cases you are entitled to a refund
  • After 6 months: you may be entitled to some money back.

For further information about your statutory rights, please contact your local Citizens' Advice on citizensadvice.org.uk or call 03454 04 05 06.

Simply contact our Customer Helpline on 0800 328 0800 or return the item to store, along with your receipt or another proof of purchase. It is helpful to us if you also have the packaging to hand.
Calls to our Customer Helpline will be free from a BT landline, but your provider may charge you considerably more for calls from other networks or mobiles. Call may be recorded for training purposes.


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When you have finished shopping, click the blue checkout button on the top right hand corner. Below your shopping, you will see ‘Apply Promotion Code’ box. Type your code into this box, then click ‘apply’.


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Our Online Shopping service isn’t available for the whole of the UK at present. We still offer Home Delivery when you spend £25 or more in store.

To find your nearest Home Delivery store, simply enter your postcode into our Store Finder. A Home Delivery van icon indicates if the service is available from that store.


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For orders between £25.00 and £34.99 you will be charged £2.00 for delivery.
For orders over £35.00 there will be no delivery charge.

Please note, that a carrier bag charge of 25p will be added as a flat fee to all online orders.


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Our delivery driver will leave a card with the store’s telephone number. Your shopping will be taken back to the store. We will do our best to try to arrange another delivery time for you once you have contacted us.


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We provide a ‘to your front door’ delivery service. If a customer needs any further support, our drivers will assist where possible, but they are not obliged to enter a customer’s premises.

Please see the Bonus Card or Terms and Conditions for full details.


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You will never pay more online – although some products may be offered as online exclusives.


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Yes. You can order up till 10:00pm the day before to qualify for next day delivery. 
You can place your order up to six days in advance, but please remember that all delivery slots are offered on a first-come first-serve basis/subject to availability.


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Your shopping is picked by our dedicated team of pickers on the day of delivery.


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You will be emailed your receipt and the driver will hand you a Content Note which is a summary of your order. The driver will also ask you to sign their copy as proof of delivery.


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Click in to ‘My Account’, you will find your order history. Amend your order and proceed to the checkout again. Any amendments will be confirmed by email.


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Before you start to shop, you will need to choose the date and time you would like your delivery.


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No, but if you do have a Bonus Card you will also qualify for lots of great benefits including money off vouchers.


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Click here to check if we deliver to your postcode - https://groceries.iceland.co.uk/login


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When you have added all your shopping to your basket, click the ‘Checkout’ button.


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All deliveries must be signed for by the customer, or a person nominated by the customer, who is over 18.

If the order contains alcohol, proof of age may be requested, and Iceland reserves the right to ask to see ID of anyone who looks under the age of 25 and can refuse delivery to anybody that cannot prove they are over 18 years of age.

Proof of identity may also be requested upon delivery. Signature upon receipt of the goods will be proof of delivery.


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An online delivery is when you create an account online and order your shopping for delivery for a date and time that suits you. Spend just £35 and qualify for free delivery.

NB Our £25 minimum order value will be subject to a delivery charge.


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Please visit https://groceries.iceland.co.uk/login  and enter your postcode to check if we deliver to your area. 
If you see the message: ‘Great news, we deliver to your area’ you will be able to register your details.

If we are unable to deliver to your area you will see this message: ‘We’re really, we don’t deliver to your area just yet’.
We try our best to make our Online Shopping service available to as much of the country as we can, however it’s not always possible for us to deliver to all areas of the country.
We review the areas we deliver to regularly, so please enter your postcode on the side using the following link and leave your details;
We will then contact you via email if the service becomes available for your postcode area.


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Click the Offers category at the top of the page to see all items currently on special offer.


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To check the savings balance on your Bonus Card using the grocery website, go to the ‘My Account’ Section, select the ‘Manage Bonus Card’ option and your savings will be available to view.


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To add a product to your basket, click the blue ‘Add’ button underneath your selected item. To increase or decrease the number, click the plus or minus buttons.


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There is more than one way to look for a product:

  • Search Box – If you are looking for a specific item (i.e. Walkers Crisps) there is a search box at the top of the screen. Type the product name, press ‘Enter’ and a list of items that match your description will then be listed.
  • Category – Click the headings at the top of the page and all items in that category will be listed. For example, click ‘Frozen’, ‘Chips and Potatoes’ and all our potato products will be shown.

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You can call our friendly customer care team on 0800 328 0800
Open: Mon - Fri: 08:00 - 21:00 | Sat: 08:00 - 20:00 | Sun: 08:00 - 18:00

To add a product to your basket, click the blue ‘Add’ button underneath your selected item. To increase or decrease the number, click the plus or minus buttons.


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Contact Us
You can call our friendly customer care team on 0800 328 0800
Open: Mon - Fri: 08:00 - 21:00 | Sat: 08:00 - 20:00 | Sun: 08:00 - 18:00