FAQs

About mySupermarket

What is mySupermarket?

www.mySupermarket.co.uk is a shopping website which allows you to compare the value of your basket when shopping from the biggest retailers in the UK. It automatically checks what's in your basket and recommends swapping items for ones of better value. You can choose from three types of shops:

• Groceries – Compare prices between Tesco, ASDA, Sainsbury's, Ocado and Waitrose and place your order through us with the retailer of your choice.
• Health & Beauty – Compare prices between Tesco, ASDA, Sainsbury's, Ocado, Waitrose, Boots and Superdrug and place your order through us with the retailer of your choice.
• Wines – Compare prices between Tesco, ASDA, Sainsbury's, Ocado and Waitrose and place your order through us with the retailer of your choice.

How do I shop with mySupermarket?

1. Shop – choose your favourite store and start filling your basket. Shop from our recommended Top 100 Offers, your Favourites, browse the shelves, or use Search to find specific items.
2. Save – save money by switching stores or swapping products for cheaper alternatives. If you see a cheaper store, you can switch by clicking the on the Comparison Centre on the right hand side of the screen.
3. Checkout – once your shop is complete, click on the Checkout button (located on the right hand side of the screen) to send the contents of your basket to the store of your choice for payment. If you haven't yet entered your chosen store's account login details, you will be required to do so now. Your chosen store website will be opened in a new window. Just complete the payment there.

How do I complete my shopping with mySupermarket?

Once you've finished shopping and saved money, click the Checkout button on the right hand side of the screen in order to transfer your basket for payment at your chosen store. At the Checkout, click the Send button to send your basket to the store's website. If you haven't yet entered your chosen store's account login details, you will be required to do so now, in order to transfer your basket over to the store's website for payment and final confirmation. If you've never previously shopped online at your chosen store, you can open an account by filling the registration form within the mySupermarket Checkout page, and then click the Register & Send button. We assure you that this is a safe and secured registration. We will never share your details with any third party without your permission. Once your basket has been sent, click on the Continue button to be transferred to the store's website for payment. All you have to do now is review your basket and enter your payment details. If you haven't booked a delivery slot with mySupermarket you'll need to book your delivery directly on the store's website.

What changes have you made to the site recently?

There are a number of changes we have made across a wide variety of areas:

• Easier to choose your type of shop – we have created a new homepage which makes it easy for you to choose which of the 3 types of shop you would like to order from. Choose to shop for Groceries, Health & Beauty or Wines using the tabs at the top of the homepage.
• Better product search – like all the good search engines, if you type in a product into our Search bar it will provide predictions of what you are looking for, helping you quickly select your desired term.
• Better products display – you can now magnify product images when you open a product detail page so that you can see product labels up close.
• Helpful product symbols – We have added some handy symbols to certain products to make your shopping even quicker. These symbols show you:
  • Savvy Buys - products at least 30% lower than the average across stores for the last 12 months
  • 
    Best-sellers - the products being sold the most in each category
  • 
    New products - the newest products on shelves across the UK (first 3 months since first appearing)
• New ways to save – in addition to our established saving suggestions, we have introduced my Savvy Buys, Cashback offers exclusive to mySupermarket, and Price Alerts.
• Savvy Buys: mySupermarket's unique way of identifying the best offers shows which products are priced at least 30% lower than the average price across all stores for the past 12 months. You can see all Savvy Buys in your preferred store by visiting the Savvy Buys shelf within the offers menu. For a personalised selection of Savvy Buys that are relevant to you based on what you have previously shopped, visit my Savvy Buys within the my Shop menu.
• Price Alerts: Add Price Alerts to products you want us to track for you and we'll let you know as soon their price drops! Set-up price alerts from any product page.
• New way to choose the best store - we have introduced a Savvy Assistant to help you track which store offers you the best deals on any given day.
• Savvy Assistant: A personal helper for mySupermarket shoppers who searches for your favourite products across stores and lets you know when they are at their best price of the past year, called my Savvy Buys, and where you should buy them. Access your Savvy Assistant from the homepage to save more from the start.

Why should I use mySupermarket instead of the supermarkets' own websites?

With mySupermarket you get all the benefits of shopping at your favourite supermarket plus:

• Compare and save – With mySupermarket you can compare the price of any item or the price of your entire basket between 8 retailer stores. You can switch between stores and once you've filled your basket, you can send it to the store of your choice, pay for the goods and have them delivered at your chosen time.
• Save money within your supermarket – mySupermarket continuously scans your basket and suggests you swap some of your items for others that are similar, yet better value. That way you never miss a good deal.
• Savvy Buys – mySupermarket has done the math on all the special offers available across the different stores and recommends those that are well below their average price for the past year with an easy to spot green thumbs up.
• Savvy Assistant – Get help tracking your favourite products across all stores and know when and where to get the best price on those items so that you always choose the best store.
• Cashback – Get product Cashback from mySupermarket on top of any other promotional discounts running in your preferred store.
• Find a convenient delivery slot – With mySupermarket, you can shop through all the online stores. If you can't find a convenient delivery slot at your store, one click will show you what slots the other stores are offering.
• More product filtering options – Instead of seeing products alphabetically, you can now choose to filter products by brand, type, or whatever is relevant to that type of product. This makes finding what you want much easier and faster, which we know really matters with so many products for you to compare and choose from.
• Impartial, free advice – mySupermarket is completely impartial and is free to use. Our only aim is to help customers save as much time and money as possible on their online shopping.

Why don't you include Morrisons and other supermarkets?

We would love to include Morrisons, Aldi, Lidl and other such stores in mySupermarket. However, we can only include supermarkets that provide us with daily pricing updates for their full product inventory, to ensure that we remain fully up to date. We will certainly consider adding them to mySupermarket if they provide us with their pricing information.

Do I have to buy my groceries online?

If you prefer to go shopping in person, you can prepare your shopping list on mySupermarket, take advantage of our saving suggestions, and then print your shopping list. That way, you'll go to the store with the best value list you could possibly have. You can even split your shopping list between two stores, getting the best deals from each, using our Split List function in the Print App. To do so, start shopping from one store and when you're ready- click on the Checkout button. Click "Print Shopping List" and choose whether to print your list for your chosen store or to split it between two stores. Please note that prices online don't always reflect the prices and offers in-store.

If I choose to do a Health & Beauty shop using Boots or Superdrug will I still be able to compare products and prices to the other supermarkets?

Yes. We let you compare across every store on our site that stocks those products. It works exactly the same in our Wine store too.

Why have you changed your site?

We are constantly looking for ways to make our site better for you. Based on what you, our customers tell us, we've added more stores to compare, more ways to save and an easier, quicker and more enjoyable shopping experience. This is our biggest set of improvements to date.

If I choose one of the supermarkets for my Health & Beauty shop can I add those products to my Groceries shop?

No. The Health & Beauty shop is a different area on our site, and has a separate basket. Some of the products are available both in the Health & Beauty and the Grocery shops but products can't be transferred from one basket to the other. Please do your Groceries shopping separately.

Do you have any plans to add any more retailers in the future?

Yes. We are constantly looking for other retailers to add to our site. We want to give you the maximum choice possible, and the very best value.

Shopping with mySupermarket

Can I start shopping from my last basket?

With mySupermarket you can start shopping from your last basket, rather than filling up your basket from scratch. Your last basket is the last order you sent to one of the online stores. Once you sign in and choose a channel to shop from (Groceries, Health & Beauty or Wine), a select store pop up will appear. Tick the box next to "Start with all items from my previous basket" and choose a store to shop from. You can also start shopping directly from your Favourites list, from my Savvy Buys, or from your previous Orders list, all of which are found in one convenient place under 'My Shop'.

How do I find more information about a product?

Click on the product image or name to see the item's details, including a larger image. This product details page includes a price comparison chart, ratings & reviews, ingredients, full nutritional information, allergies info and more. Where details are missing, we are in the process of adding them.

Why do I need to enter my online store login details?

You need to enter your login details so that we can communicate with your store account. You will only be asked to enter your details the first time you shop and after that we'll save them (unless you choose otherwise). Entering your store login details enables you to:

1. Book a delivery slot
2. Import your Favourites from any of the online stores
3. Checkout from mySupermarket and complete payment for your basket

For security reasons, we give you the choice whether you wish for your password to be saved or not. If you wish to speed up the process on future shops, leave the tick box checked and you won't have to enter it next time. If you change your mind or wish to send your basket to a different account, you can remove your stored login details in the Your Account page.

Save with mySupermarket

How can I save money?

• Application Bar and Saving Centre - an ever-present area on your screen which shows all of your saving options for each item and for the entire basket, such as Buy More & Save, switch stores etc, and keeps track of how much you have saved since joining mySupermarket.
  • QuickShop - we suggest to you to start your shop by typing your shopping list in the notepad. You will then see the relevant products for each item in your list all in one place. Don't bother to sort your list according to categories. We will sort it for you.
  • Delivery - Booking a delivery couldn't be simpler - click on the Delivery app, find your preferred slot and book it with the click of a mouse.
  • Vouchers - an up-to-date list of the best vouchers available across all the stores.
• Swap & Save - You can save money by swapping products for cheaper alternatives. Whenever we find a cheaper swap, you will see a blue notification on the product image.
  You can review the swaps whenever you want by clicking the Swap & Save notification or in the ever-present Saving Centre (located on the bottom right corner of the screen).
• Switch Store - We keep track of the price of your basket in all stores while you shop. If another store offers a better price for your entire basket, you can immediately transfer all the contents of your basket to that store. You can do this at any stage by clicking on the store comparison panel on the right hand side of the screen, or by opening the drop down box on the left side of the screen, next to where it says 'change store'.

• Split List - If you prefer to shop in-store, split your shopping list between two stores to get the best deals in both. To do so, start shopping from one store and when you're ready- click on the Checkout button. Click "Print Shopping List" and choose whether to print your list for your chosen store or to split it between two stores. Please note that prices online don't always reflect the prices and offers in-store.

• Discount vouchers - mySupermarket collects the best voucher codes from across the web and posts them all into one place. Check out our Voucher application ( ) which is located in the bottom of the screen and see if any of the discounts are of interest to you. If you see a voucher you want, simply click on its link to be taken to the site where you can copy the voucher code from and paste it when paying for your order at your chosen store's website.

How do I switch stores?

On the right hand side you can see the price of your basket in all the available stores. If, at any stage of your shopping, you would like to switch to a different store, all you need to do is click on your preferred store. Alternatively, you can open the drop down box on the left side of the screen, next to where it says 'change store' and switch to a different one.

You will then have the opportunity to review your new basket and to check that you are satisfied with the replacements, where identical products weren't available. If we can't find a good replacement, the product will be marked as "Unavailable". You can then continue shopping in your new chosen store. You can switch between the stores as often as you like within the same shop.

Where can I find Special Offers?

Special offers appear in light blue color ( ) . The expiry date can be seen in the product details pop up by clicking on the product image or name. The best place to find offers would be the Offers department ( ) , which gathers all types of offers into one place. There you'll be able to choose from different types of offers divided into different shelves such as '2 for 1', Multibuys, Discounts and others. Visit our Savvy Buys Shelf for the best offers at your chosen store, filtered and organized according to your preferences. You can also find special offers by regularly browsing through the shelves, as the last shelf in each department contains all the offers that can be found in that particular department.

Savvy Buys

What are Savvy Buys?

Savvy Buys are the definitive benchmark for a good deal. We track prices daily to find items that are at least 30% lower than their average price across all stores for the past 12 months. The average for the last 12 months is what we consider the true 'normal' price that offers should be measured against and we reserve calling a deal a Savvy Buy until a supermarket is actually showing a significant savings against the 'normal' price of that product. Savvy Buys are the deals that you should stock up on.

How often are Savvy Buys updated?

We track prices and update Savvy Buys daily.

Where can I find Savvy Buys at mySupermarket?

You can view all Savvy Buys in your preferred store by visiting the Savvy Buys shelf in the Offers menu or see a personalised selection of those relevant for you by visiting the my Savvy Buys shelf in the my Shop menu. You must have either shopped with us once before or imported your favourites list from your store account to see my Savvy Buys recommendations.

We recommend that shoppers start their shop using their Savvy Assistant, accessed from the homepage, to see a personalised selection of Savvy Buys across all stores and choose a store based on who has the Savvy Buys you want to stock up on.

Is this a brand new website?

You can view all Savvy Buys in your preferred store by visiting the Savvy Buys shelf in the Offers menu or see a personalised selection of those relevant for you by visiting the my Savvy Buys shelf in the my Shop menu. You must have either shopped with us once before or imported your favourites list from your store account to see my Savvy Buys recommendations.

We recommend that shoppers start their shop using their Savvy Assistant, accessed from the homepage, to see a personalised selection of Savvy Buys across all stores and choose a store based on who has the Savvy Buys you want to stock up on.

Savvy Assistant

How does the Savvy Assistant work?

The Savvy Assistant helps shoppers to find relevant products at their lowest price and recommends which stores you should shop from to get the deals you want.

1. He searches all stores for your favourite products and finds those that are at least 30% lower than average this year called my Savvy Buys
2. You pick the products you want and stock up to save more
3. He helps you choose the best stores to get these Savvy Buys

How do I access the Savvy Assistant?

Click the my Savvy Buys link on the homepage at the beginning of your shop. The Savvy Assistant can only be accessed at the start of your shop as it recommends the best store for you to shop in based on which retailer can offer you the most value on products that are relevant to you.

Why can't I see the store name for each of the Savvy Buys that the Savvy Assistant finds for me?

The Savvy Assistant wants to show you all the deals for you in the entire marketplace so that you don't limit yourself to just the deals in a preferred store. Once you tell your Assistant which of the products you want, he will present the best store options.

Can I shop for my regular groceries using the Savvy Assistant?

Once you have chosen your Savvy Buys and selected one of the stores options from the Savvy Assistant recommendation, you can continue to that store within mySupermarket and search for any other items you need to add to your trolley.

Favourites

Can I use my Favourites from the other online accounts I have in mySupermarket?

Of course! To save time, you can import your favourites list from any of the store's websites. In addition, we update your favourites with the products you buy through mySupermarket every time you send a basket.

How do I add products to my favourites?

There are two ways to add products to your favourites with mySupermarket:

1. Using Favourites stored on another website - Click on the My Shop Star icon () and choose 'My Favourites' department, then choose my Favourites. Click on the 'Import your Favourites' button, and you will be asked to enter your username and password for the relevant store's account. We will then import all your favourites into one convenient list.
2. By shopping with mySupermarket - Every time you send a basket from mySupermarket, all your products will be saved in your Favourites.

You can store up to 900 favourites.

Pricing

Are product prices and special offers up-to-date?

We update prices and special offers continuously and at least once a day. As soon as you book a delivery slot, we remove any special offers that have passed their expiry date. If you book a delivery slot after filling your basket, we will adjust your basket total to reflect this change. We recommend that you book your delivery before you start shopping. That way, we'll only show you special offers that will be in date on the day of your delivery.

Why is my total price sometimes different from the total on the store websites?

There are 4 reasons why there may be differences between the total of your basket in mySupermarket and the online stores:

1. For items sold by weight, such as fruit or fresh meat, we calculate the price based on an estimated, average weight for those items. However, you pay the online store for the exact weight.
2. Your mySupermarket total price takes into account special offers. However some of the online stores do not include these discounts in their totals until you confirm the delivery time and proceed with the checkout process.
3. If you book your delivery slot through mySupermarket your total at mySupermarket will take into account only offers which are valid on the date of your delivery, while your total at the store website may still include offers that are expired as well.
4. If you switched stores, and some of the items you chose could not be replaced, the cost of these items will be deducted from the basket price.

Delivery

Who delivers my shopping?

The store you checkout from will deliver your shopping. Even if you book the delivery through mySupermarket, your shopping will be delivered by the store itself, only after the payment process was completed on the store's website and you received a confirmation email from them as well regarding this order.

How do I book a delivery slot?

Booking a delivery couldn't be simpler - click on the Delivery app, find your preferred slot and book it with the click of a mouse. You can book a delivery slot before you start shopping or at any time before you send your basket to the online store of your choice. As soon as you book your delivery slot, we will recalculate your total by eliminating any special offers that have passed their expiry date.

How much does delivery cost?

The cost of your delivery entirely depends on the store policy, day, time and the total cost of your basket (some stores offer free delivery for orders over changing costs). In order to check the updated prices and available delivery slots, click on our Book Delivery app ( ).

How can I change my delivery address?

As mySupermarket is not the one to deliver the goods to your door, you will need to update your delivery address in your store's account (directly on their websites). If you change your address, please don't forget to amend your postcode within your mySupermarket account, before you send your basket, as inventories differ from one postcode to another. If you wish to send an order to a different address (e.g. for a relative or to a holiday address), please add the address as an additional address within your online store account (i.e. Tesco, ASDA, Sainsbury's, Ocado, Waitrose, Boots or Superdrug). When shopping from Tesco, you'll need to change your default address before beginning your shopping with mySupermarket.

What should I do if I have a problem with my delivery?

If you think mySupermarket misrepresented the products you ordered, please email customerhelp@mysupermarket.com with the details. Otherwise, please contact the online store concerned directly on:

Tesco	08457 225 533	Contact Tesco
Asda	0845 300 7771	Contact ASDA
Sainsbury's	0800 328 1700	Contact Sainsbury's
Ocado	0845 399 11 22	Contact Ocado
Waitrose	0800 188 884	Contact Waitrose
Boots	0845 609 0055	Contact Boots
Superdrug	0845 609 0055	Contact Superdrug

Payment

Is mySupermarket free to use?

Yes, mySupermarket is completely free. All you have to do is pick a store to start filling your basket. To send your basket to your chosen store, you have to register, but this is free as well.

How do I pay for my shopping?

You pay for your shopping on the website of your chosen store. Once you've filled your basket and taken advantage of our saving suggestions, you send your basket to the store of your choice. We then transfer you to their website where you enter your payment details. Your order is only confirmed once you have paid for your shopping.

mySupermarket Mobile App

Where can I find mySupermarket's new App?

This application can be found in the App Store by searching for "mySupermarket".

Are you planning to release an Android compatible App as well?

Yes, we are planning to also launch an Android compatible App in the near future.

How much does the App cost?

The mySupermarket App can be downloaded for FREE.

Can I do my grocery shopping by using this App?

No, not at the moment. The current version of the App is simply for research purposes. You can compare product's prices between the stores, but not send your basket. All the items that you'll scan in-store will be added to your 'Scanned items' list that can be found under 'My Shop' ()

What can I do with this App?

The mySupermarket App provides you with several features:

• You can learn about the best deals that each store has to offer.
• You can learn about the best offers from each store in a chosen category, such as Frozen, Dairy and Baby.
• You can learn about the best deals available for a chosen scanned product.
• You can save a list of all your scanned products which you can later edit and shop from.

What is the "Best Offers" tab inside the App?

The "Best Offers" tab shows you a number of options:

• It can show you the best offers from all departments in all stores simultaneously.
• It can show you the best offers for a specific store.
• It can show you the best offers per a specific category.

What if the price I see in the store is different than the one I see on the App?

The prices we show on the App are sourced from the stores websites, and there can be discrepancies between them, due to local promotions that did not originate in the store's headquarters.

Will I ever be able to do my shopping by using this App?

Yes, future versions of mySupermarket App will allow you to send a basket to your chosen store and book a delivery slot.

Technical issues

I can't send my basket to the store

If you're unable to send your basket to the store of your choice, we would advise you to try the following:

• Login to your account directly on the store's website
• See if everything's 'normal' in your account (see if you can find your delivery slot there or try to book a delivery slot, for example)
• Sign out completely
• Return to mySupermarket and try to send your basket again If your basket still wouldn't go through, please contact customerhelp@mysupermarket.com for further instructions.

I sent my basket but it appeared empty in the supermarket

This may occur if you were logged in to the store's website before you sent your basket. In order to sort this out, sign out from the store's website (make sure that your sign-out has been completed as you may be required to confirm your request), and sign in again. Also make sure that you have sent your basket to the correct account and that you sign in with the same sign-in details (this information can be found in the confirmation email from mySupermarket or in 'my Account'-> 'Online store accounts'.

What browser versions are supported by mySupermarket?

Currently all latest versions of Internet Explorer, Firefox, Chrome and Safari are supported. If you experience performance issues while using mySupermarket, try to update your browser's version or switch to a different one. If this doesn't help, please contact customerhelp@mysupermarket.com.

What happens if I disable cookies or JavaScript?

Sorry, mySupermarket will not work if cookies or JavaScript are disabled.

I forgot my password, what should I do?

Don't worry; we will help you create a new one. Just click 'Sign in' on the menu bar at the top section of any page. When the pop up opens, click the 'Forgotten your password?' link (just above the 'Sign in' button). Then, enter your email address and click the 'Send' button. A link to create your new password will be emailed to you - and when you click on this link, you will be taken to a page which will allow you to set a new password.

How do I change details in my account?

To change any of your account details, just click on your username, at the top right corner of the page. Under 'My Account' you will be able to delete and replace any information you choose, including your personal details, your email preferences and stores login details. Please note that in order to change your email address and/or password, you will need to enter your current mySupermarket password.

How do I unsubscribe from mySupermarket emails?

To change any of your account details, just click on your username, at the top right corner of the page. Under 'My Account' you will be able to delete and replace any information you choose, including your personal details, your email preferences and stores login details. Please note that in order to change your email address and/or password, you will need to enter your current mySupermarket password.

How do I prevent mySupermarket emails from going to my junk/spam folder?

Help ensure that your mySupermarket emails are always delivered to your inbox. Log in to your email now and add mySupermarket to your address book, contacts or "Safe Senders" list. If you need any assistance in doing that, please contact customerhelp@mysupermarket.com.