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Customer Service

Corona Virus FAQs

We know this time of great uncertainty has had a huge impact on our lives, and we would like to inform you that we are doing all we can to help our customers.
We are continually monitoring the guidelines to ensure complete safety during harvest, packing and delivery. We are committed to making the right decisions for our customers.
For additional inquiries please check the frequently asked questions below, or call our customer service lines.

Your Account

How do I open an online account with PICO?

To do this, click the login icon (top right) and click on “register” (bottom right). You will then be guided on how to do this. Once complete, you are ready to book a delivery slot and start shopping with us. If you face any issues while signing in, you can contact us on 01222215815.

I have forgotten my login credentials, what should I do?

If you’ve forgotten your login credentials, please contact us on 01222215815.

How do I check or update my home address?

Visit and access your ‘My Account’ section at the top of the page. Within the ‘My details’ section, select ‘Addresses’. From here you can check and update your address details.

How do I stop receiving PICO newsletter emails?

Select the ‘Unsubscribe’ option at the bottom of the newsletter email.

How do I update my contact details for my account?

If you have a PICO account, you will need to visit your account page to change your contact details.  Unfortunately, we are unable to do this on your behalf.

Placing an order

How do I add products to my online order?

Select a category or use the search bar to find a product. Select the product you wish to add, specify the quantity needed then click on “Add to cart”. You can see your order total and product count in your online shopping cart by clicking the cart icon (top right). You can also change your order or cancel an item by clicking the trash icon.

Is there a charge for a grocery delivery?

Delivery fees are based on zones. You can find out how much the delivery fee is when you are checking out after filling in your address details.

How old do I have to be to receive an order?

We deliver to anyone who is 18 and above.

How do I know if you deliver to my area?

We are always aiming to deliver to more areas. If we do not deliver to your area, please call us on 01222215815 and we will look into it.

Can I use a card under a different name to pay for my online order?

Yes, as long as you have the cardholder’s permission and have updated the billing address during checkout to match the cardholder’s.

I am facing issues shopping on PICO online store, what should I do?

If you are facing issues during checkout, make sure your order is over our minimum spend.

If you are facing website issues, please close down your browser and restart your device. You can also try a different device. If you are still facing issues, it could be that we are experiencing a technical site performance issue. Please try again at a later time, we apologize for this. You can contact us on 01222215815 if you need immediate assistance.

How do I make a query about an item you stock?

To request details about a specific product, contact 01222215815.

Where can I use PICO discount or offer vouchers?

You will find a dedicated section at the bottom of the cart page where you can enter the voucher/coupon number and receive its benefits.

Why am I being redirected to or seeing a pop-up payment card security box during checkout?

To complete the online payment, you will be redirected to the 3D Secure page after clicking ‘Proceed to checkout. You may be asked to input an authentication code which will be sent to you through your mobile device that’s registered with your card provider. You will need to follow these steps before the order can be checked out and confirmed.

If you have any issues at this stage, please contact your card provider and ask them about 3D Secure.

Delivery and changing an order

How do I review, change or add a shopper's note to my shopping cart?

Click on the cart icon on the top right-hand side of the page. Here, you’ll have the option to remove a product, increase or decrease the quantity, and add a note to your order.

How do I cancel a placed order?

After you checkout, you will receive an email confirming your order. At the bottom of the email, you can click on cancel order. If your order has already been processed, you will not be able to cancel it. If you face any issues, you can contact our customer service representatives at 01222215815.

I think I’ve got a missing/incorrect item or an item is damaged, what should I do?

For a missing or incorrect item, check your customer receipt email statement to see if the product was unavailable, substituted, or you were charged for a missing product. If you still need to report a query to us or you received a damaged item in your delivery, please call our customer service representatives at 01222215815.

Where is my delivery?

We will do our best to deliver your order within its selected time slot. If your order is early or delayed, our driver will contact you.

Please make sure that your phone number is correct. The best telephone number for you to add is a mobile telephone number as we will use this number for our phone and text message communication.

If your delivery hasn’t arrived within your booked slot and you haven’t heard from us, please contact us on 01222215815.

I'm not going to be in when my delivery is due – what should I do?

If your order is due and no one is available to accept and sign for your delivery, please call us on 01222215815.

Can I change my delivery slot or change my order after I have completed checkout?

yes, you can do so by contacting customer service at 01222215815 but please do so as soon as possible to make sure your order arrives during the selected time and date.

Can I return an item to the courier?

You can return an unwanted item to your driver and they will process a refund for you. You will then receive an email with details of the refund, which will be credited to your PICO account. You can use this credit for future purchases. Refunds are only applicable if there has been a missing item in your order or the item delivered to you is damaged.

What should I do if the courier has left but I want to return an item?

You can contact our customer service representatives at 01222215815 or email us on regarding your issue and reason for returning an item. Once the request has been processed, you will receive an email with details of the refund or promo code.

How can I rate my online shopping experience or report something regarding the courier or van?

You can contact our customer service representatives at 01222215815 regarding any issues or complaints. Your satisfaction is our number one priority.

Can’t find the answer to your question?

If you’ve checked our customer services page and can’t find what you need, please get in touch and contact us via email: or contact our customer service representatives at 01222215815.

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