Tesco Cards Help & FAQ's

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Why am I unable to upload my Photos?

If you upload a photo that is low in resolution or of a small image size, we will still accept the image but a warning appears to indicate the image may not be a high enough quality for printing and we would recommend using a different image. If you are trying to upload a photo and are experiencing difficulties please check that the photo fits the following specifications. Images must be in JPEG format (other formats such as Word Document and PDF will not be accepted).

What payment methods are available to me?

We accept all major Debit and Credit cards. These include American Express, Master Card, Visa, Visa Debit, Delta and many more. Alternatively a Prepaid option is available. This includes opening an account with us and pre-paying a selected amount into your account. All purchases are then automatically deducted from this balance. Tesco Cards only accepts payments in £ Pounds Sterling.

I've forgotten my password / login ID?

If you cannot log in and your email/password is correct, please contact our customer support team on 0844 5736451 and we will be more than happy to help. Alternately click on the following link http://www.tesco-cards.com/passwordrecovery

Is it safe to enter my credit card details?

All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Once you are happy with an order in your shopping basket, press the checkout button and select if you want to use our great prepay deal or just pay for that order. After making this selection you will be taken to a secure page to enter your credit card details.

Is my personal information safe?

Security is an important priority for us and we are committed to protecting your privacy. We are registered as required under the Data Protection Act 1998 (Reg PZ1877425) and we use the most up-to-date technology available to protect your personal details. To avoid the risk of computer fraud, your credit card number is not stored in our system at any point in the payment process.

Are there any restrictions on the picture I can upload?

All uploaded pictures should be free of lewd or offensive images and language. Tesco Personalised reserves the right to refuse to publish/ remove offensive images and cards. All images must be in JPEG format (other formats such as Word Document and PDF will not be accepted). For the best results we suggest that you make the image dimensions approximately 1000 pixels for the smallest edge of your photos .We also advise that photo files should be no larger than 3MB in size.

The Website doesn't work. I cannot see or edit my card.

Try going to http://html5test.com/. This will test the compatibility of your browser with our website. A very low score indicates your browser needs to be updated.

Which browser are you using?

Firefox

Click on Tools > Click on HELP > Select "ABOUT FIREFOX" If using version 6 or below go to www.getfirefox.com to update your browser.

Internet Explorer

Click on Tools > Select "ABOUT INTERNET EXPLORER" If using version 8 or below advise an upgrade to Internet Explorer 9 by going to http://windows.microsoft.com/en-US/internet-explorer/downloads/ie . If you are using Windows XP or earlier you will have to download an alternative browser such as Google chrome.

Google Chrome

Click on the SPANNER, Top right hand corner. Select "ABOUT GOOGLE CHROME". Chrome will now automatically check for a newer version. Alternately go to http://www.google.com/chrome

Opera

Click on the OPERA symbol in the top left corner. Select HELP > Select "CHECK FOR UPDATES"

Safari

Click on the icon that looks like a COG/Wheel in the top right hand corner. Select "ABOUT SAFARI". The webpage will only function on version 5 and above. To update Safari go to http://www.apple.com/safari/download/

Will I get Clubcard points?

Clubcard Points are offered at the rate of 1 point per £1 spent, unless offered as part of a Promotional Offer. In this event Clubcard points will be given at the rate specified by the promotional offer.

How can I see the status of my order?

You can at any time view the status of your order by going to the My Account Section of the website. Please click the following link http://www.tesco-cards.com/customer/orders

I've noticed a mistake how can I change/cancel my order after I have submitted it?

As soon as you notice a mistake, please go to your order history (in the My Account section). If your order is still showing as "Pending" you can edit your order, however you cannot cancel the order. You can call our support team on 0844 5736451 or email us at support@Tesco-Cards.com(Monday – Friday, 8:00am to 6:30pm excluding Bank Holidays) to action a cancellation. Please note that if your order has already been processed and sent to our printing department we may not be able to change or cancel your order. To check the status of your order please click the following link http://www.tesco-cards.com/customer/orders

The delivered card was damaged or unsatisfactory/incorrect

If you are unhappy with the quality of your card or it is damaged or incorrect please contact our Customer Support team via email at support@Tesco-Cards.com or phone them on 0844 5736451 (Monday – Friday, 8:00am to 9:00pm excluding Bank Holidays). We will need your order number and registered email address to resolve any queries you have so please have this information to hand. If you also include as much information as possible regarding the problem with your card, this will help with a speedy resolution.

Can I get a blank envelope with the card?

A blank envelope is always included with the Card when you choose to have the card delivered to yourself. If however you choose to send the card directly to the intended recipient a blank envelope will not be sent with the card.

What are my delivery options?

First Class Postage timings:

Before 2pm (Monday-Friday) - your card will be despatched on the same day. After 2pm (Monday-Thursday) - your card will be despatched the following day. After 2pm (Friday) - your card will be despatched the following Monday. Any time (Saturday & Sunday) - your card will be despatched the following Monday.

Public Holidays:

Your card will be despatched the following working day if possible. Please allow three working days from despatch for cards to arrive. The Royal Mail advise that 90% of first class post in the UK will arrive the following day unfortunately the other 10% can take up to three days. Please accept our apologies for any inconvenience this may cause. Large cards are hand processed by Royal Mails sorting system so we recommend an extra day for delivery. When sending your card directly to the recipient, we recommend that you allow three working days from despatch for cards to arrive. We believe it's better for a card to arrive two days early than one day late! Remember, you can also put a note on the envelope to tell the recipient not to open it until that certain day. If your order hasn't arrived after three days please feel free to call us between the hours of 8.00am - 9.00pm. We would rather send a replacement card than leave you disappointed.

Special Delivery:

Special Delivery: Guarantees Next Business Day delivery before 1.00pm. Saturday Special Delivery: Guarantees delivery on a Saturday for items dispatched on a Friday.

A special delivery ordered before 2pm and despatched (Monday - Friday) is guaranteed for delivery before 2pm the following working day. Royal Mail do not guarantee special deliveries to arrive on a Saturday but we find that items addressed to residential addresses do generally arrive within the Royal Mail guidelines. Please be advised that Special Delivery requires a signature upon delivery. If there is not likely to be anyone to sign for the delivery please use the normal first class service or have it delivered to an alternate address. If deliveries cannot be signed for they are taken back to the depot and need to be picked up in person from the Post Office or redelivered at a later date. Back To Top

Can I send cards to people overseas?

Tesco-Cards.com does not currently offer overseas delivery.

Can I send cards to the British Forces?

If you wish to send a card to someone stationed with the British Forces in an overseas destination, you can do so using the BFPO format. When entering the postal address into the site select 'BFPO' from the drop-down country box and fill in the relevant fields that appear (you can then continue to order as normal). The card will be delivered to the British Forces Post Office in the UK, who then despatch the card to the correct destination on your behalf. Bear in mind that if you select the country, such as 'Iraq' instead of BFPO your card will be despatched to that countries individual postal system and may not arrive with the intended recipient. Unfortunately because we are a company sending items out we do not qualify for the free post offer when sending cards to either Iraq/Afghanistan or other countries where British Forces are posted. However if you have your cards sent back to you, you can hand it over the counter at a Post Office and you will qualify for the free post.

Why has my card failed to arrive?

All of our cards are despatched from our production site in Newcastle. Following this all cards/ orders are then delivered directly to the Royal Mail system on that same evening. Leading on from this stage the remainder of the delivery process dealt with by the Royal Mail.

However, we pride ourselves on ensuring an exceptional level of customer service and we will do everything we can to rectify any problems caused by the delivery process. Royal Mail advises that first class items are not guaranteed for next day delivery. Their guidelines state that delivery times are package size and quantity dependant and orders may take up to several days to be delivered especially during peak periods such as Bank Holidays.

Please ensure that you place your order with adequate delivery time if possible. For more information on delivery times/ recommendations please see our delivery section on the website. If you have not received your order within the timescales given then please contact us on 0844 5736451 (Monday to Friday 8:00am till 9:00pm) our dedicated helpdesk team will be happy to assist and rectify the situation.

Will the recipient know who the card is from?

When you order a card to be despatched directly to the recipient, there will be no notification of you as a sender unless you add it when customising the card. If the recipient contacts us wanting to know who sent the card we will not release this information, however we will offer to pass on any comments via email to the person who ordered the card. So in short - we will never give out any of your details.

How much do the cards cost?

The prices of the cards are shown on the card gallery page when you choose your card size.

If you have been given a discount code a breakdown of the price, full discount details and postage costs will be displayed in your shopping basket before you checkout.

Can I send Multiple cards to different recipients in a single order?

Unfortunately at the moment out webpage is restricted to delivering to only 1 address per basket/order. If you wish to send to multiple recipients you will either A) Opt to have all the cards delivered to yourself, and then use the included blank envelope to send them onto the recipient or B) Order each card indivdually in a seperate Order.