Use the form at the bottom of this page to email us your enquiry.

It may currently take us up to 72 hrs to respond to your query, if you need to speak to us urgently, please contact Customer Care team on 0800 328 0800. Our lines are open 8AM - 6PM.

You can use Twitter if you have a query by tweeting @IcelandFoods

You can write directly to us at:

Customer Care

Iceland Foods Ltd.

Second Avenue

Deeside Industrial Estate

Deeside

Flintshire

CH5 2NW

We're sorry to hear you aren’t happy with your Iceland experience. If you have a complaint about a service or product you've received, please let us know. The quickest way to get in touch is to call our Customer Care team on 0800 328 0800 who will be happy to help.

Speaking to a member of our team on the phone is the quickest way to get in touch about your complaint.

If you are unable to call us, you can complete our online webform. Our Customer Care team will aim to get back to you within three days of you getting in touch. You can find our webform at the bottom of this page

Alternatively, you can contact us by email at customer.service@iceland.co.uk with any details or write to us at Iceland Foods Ltd, Second Avenue, Deeside Industrial Park, Deeside, Flintshire CH5 2NW.
Company No: 01107406, Vat No 849754470.

If you are contacting us for a refund on an instore purchase, you will need to return the item to the store you visited along with your proof of purchase. Our Customer Care team is unable to refund items bought in store.

In most cases, we will look to resolve your complaint within a maximum of 14 days. However, if you've already been in touch about your complaint and remain unhappy with our service, we're obliged to let you know about the Alternative Dispute Resolution scheme, more information about ADR providers can be found here.

Many people are volunteering to help vulnerable people in their communities. You can use this link to find what help is available in your community. Some volunteers are distributing leaflets to help people further, so look out for these in your letterbox.

As well as the major, well-known charities, there are many small, independent charities around the UK that may be able to offer support. You can use this link to search for charities in your area

Many people are volunteering independently to help people. Check for local groups on Facebook to see if there are any in your area that may be able to give further support.

Not at all. Learn more about what our Bonus Card has to offer.

Select the blue ‘Add to Basket’ button underneath your chosen item. You can also use the plus or minus buttons to increase or decrease the quantity of that specific product.

You can view the contents of your basket at any time by clicking on the shopping basket icon (top right).

We try to make our website as user friendly as possible. Everything is arranged by category, as it would be in the store. For example, all frozen products are listed together, and all fresh products are listed together etc.

By selecting ‘Groceries’ on desktop or the ‘Menu’ on mobile, you will be provided with a dropdown of key categories for you to browse.

Alternatively, you can enter the name of the product you are looking for in the search bar at the top of the page. On mobile, you can find the search bar by clicking on the magnifying glass icon (top right).

To add a discount code, first visit ‘Your shopping basket’ either by clicking the shopping basket icon (top right) or by selecting ‘Checkout Securely’ once you’ve reached the minimum spend of £25.

Here you will find a box with the heading ‘Promo code’. Enter your code here and the discount will be applied.

You can amend your order at any point while shopping, simply by selecting the shopping basket icon (top right). Here you can manage your shopping basket, amend item quantities or remove an item you no longer wish to purchase.

Either by clicking the shopping basket icon (top right) or by selecting ‘Checkout Securely’ once you’ve reached the minimum spend of £25.

You can change your password on desktop by selecting ‘Sign In’ (top right), or on mobile via the ‘Menu’ (top left) where you will find the ‘Sign In’ button. Here, you will need to click on ‘Forgot password?’

You will then be asked to enter the email address assigned to your account. We will send you an email telling you how to reset your password. If this email doesn’t appear in your inbox, please check your spam/junk folder.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Personal details’. Here, you can update your password by selecting the ‘Change password’ option. Don’t forget to ‘Save Changes’ once you have updated your password.

Simply log in to Iceland online and visit ‘My Account’. Here, you can update your personal details, your billing and delivery address, your choice of payment and marketing preferences.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Payment cards’. Here, you can add or remove any debit or credit card linked to your online account.

You can then select your preferred method of payment and billing address at the checkout.

Please note that the billing address field will initially contain the default/primary address you registered with. If necessary, simply update these details before continuing with your payment.

You can change your delivery address at any time up until 11pm the day before your order is due to be delivered.

To do this, log in to Iceland online, visit ‘My Account’ and select ‘Order history’. Your current order will be highlighted at the top of the page and you will need to select ‘Change’.

You will then be taken to the basket page. By selecting ‘Change your delivery time’ on the basket page, you will have the opportunity to choose or add a new delivery address.

Once you have chosen your new delivery address, you will need to choose a new delivery time and confirm the update by proceeding to checkout and selecting ‘Place order’.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Personal details’. Here, you can update your email address by selecting the ‘Change email address’ option. Don’t forget to ‘Save Changes’ once you have updated your email address.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Communication preferences’. Here, you can update your marketing preferences.

You may continue to receive marketing communications for up to 28 days while we process your request. If you'd like to hear from us again, simply return to ‘Communication preferences’ within ‘My Account’ to update your marketing preferences.

If you request to delete your account, we will permanently delete or anonymise your personal data across our systems. ALL BONUS CARDS you have will be CANCELLED AND ALL SAVINGS FORFEITED. Your online shopping account will be deleted.

You can send the request through the Bonus Card app or please contact our Data Protection Team by email: dataprotection@iceland.co.uk.You can also write to Data Protection Team, Legal Department, Iceland Foods Ltd, Second Avenue, Deeside Industrial Park, Deeside, Flintshire, CH5 2NW. We will require the following information in order to locate your account and process your request:

1. Email address on your Iceland account.

2. Full name and address (including postcode).

3. Mobile number.

4. Bonus Card number (if you have one).

To ensure the security of your account and personal information, we may occasionally send a 6-digit verification code to your email. This code is required when you log in, to confirm that you are the legitimate account holder.

Your 6 digit code should arrive almost immediately. If you’re not receiving this code, please check your spam and junk mail folders in case it was mistakenly filtered there.

If you still can't locate the code, you have the option to click on ‘Resend Code’ and we will send it to you again via email. Should you still be unable to find your 6 digit code, please contact our customer care team.

If you’re unable to access the e-mail address associated with your account, please contact our customer care team who will be happy to help.

You can amend your order at any time up until 11pm the day before your order is due to be delivered.

To view and amend your order, simply log in to Iceland online, visit ‘My Account’ and select ‘Order history’. Once you’ve amended your order, select ‘Checkout’ to complete your order.

Any amendments to your order will be confirmed by email. Remember to check your spam/junk folder.

Your shopping will be delivered within the 2-hour delivery window you selected when placing your order.

As a reminder, your chosen delivery time can be found on the confirmation email sent to you after your order was placed. Alternatively, you can log in to Iceland online, visit ‘My Account’ and select ‘Order history’ to view details of your order and delivery.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Order history’ to view all current and previous orders.

Your chosen delivery time can be found on the confirmation email sent to you after your order was placed. Alternatively, you can log in to Iceland online, visit ‘My Account’ and select ‘Order history’ to view details of your order and delivery.

You can change your delivery time or date at any time up until 11pm the day before your order is due to be delivered.

To do this, log in to Iceland online, visit ‘My Account’ and select ‘Order history’. Your current order will be highlighted at the top of the page and you will need to select ‘Change’.

You will then be taken to the basket page where you can ‘Change your delivery time’. Once you have chosen your new delivery time and/or date, you will need to confirm the update by proceeding to checkout and selecting ‘Place order’.

Your shopping is carefully picked and packed by our dedicated team of pickers on the day of your delivery.

If you have out of stock items, you will receive a refund for the items after your delivery.

Please note that it can take up to 5 working days for some banks to process refunds, however many appear immediately.

Simply log in to Iceland online, visit ‘My Account’ and select ‘Order history’. Here you can view all previous orders and re-order a previous shop.

You will have the opportunity to make amends to your chosen order before following the checkout process as normal.

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.

"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 Care team on: 0800 328 0800 and we will refund or replace the product.

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.

For further information, please visit our terms and conditions.

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.

Simply contact our Customer Care team 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.

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

You can cancel your order at any time up until 11pm the day before your order is due to be delivered.

To do this, simply log in to Iceland online, visit ‘My Account’, select ‘Order history’ and cancel the relevant order. Once you have confirmed the cancellation, you will notice that the status of your order will change.

To cancel an order after 11pm, please contact our Customer Care team by filling in this online form. You will need to provide the email address registered with your account and confirm the order number you wish to cancel.

For further information, please visit our terms and conditions.

Refunds for transactions made using a debit or credit card may take 3 - 5 days working days for your bank to process and credit your account.

Any PayPal transactions made using a debit or credit card will be subject to the conditions above and could take between 5 - 7 working days to process.

For further information, please visit our terms and conditions.

We accept Visa, Mastercard and PayPal. You can also use funds from your Bonus Card to pay for part or all your shopping.

We will take payment for your order on the day of your delivery

If you edit your order and reduce the total value, you will receive a refund for the difference. Please note that it can take up to 5 working days for some banks to process refunds, however many appear immediately.

If you have out of stock items, you will receive a refund for the items after your delivery.

Please note that it can take up to 5 working days for some banks to process refunds, however many appear immediately.

As a new customer, you will be asked to enter your postcode before adding any products to your basket. This is to check that we can deliver to your address before you begin your shop.

You can book your delivery slot at this point, or at a later time by clicking the delivery van icon on desktop (top right) or via the ‘Menu’ on mobile (top left).

Alternatively, you can book your delivery once you reach the checkout.

If you are an existing customer, once you are logged in, you can book a delivery slot at any point while shopping or at the checkout. Look for the ‘Book Delivery’ option.

The minimum order value for online orders is £25. An additional small basket charge, as shown at checkout, may apply to some orders based on your delivery and or size of your basket. You will receive free delivery on all next day delivery orders over £40.

The minimum order value is calculated after all discounts and promotional offers have been applied. Please note that a carrier bag charge may vary by location.

Yes, we do. You can order up until 11pm 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-served basis and are subject to availability.

Simply check your postcode via the Iceland homepage by entering your postcode in the box next to ‘Check Postcode’ or ‘Check’ and if we don’t deliver to your address at this time, please make the most of our free home delivery service, which is also available in many stores across the UK.

Our online shopping service isn’t available for the whole of the UK just yet, but we’re working on it.

If you have checked your postcode via the Iceland homepage (by entering your postcode in the box next to ‘Check Postcode’ or ‘Check’) and we don’t deliver to your address at this time, please make the most of our free home delivery service, which is also available in many stores across the UK.

Find out more about Free Home Delivery.

Please check that the time and date of your delivery are correct. This information can be found in the confirmation email that was sent to you after your order was placed.

Alternatively, you can log in to Iceland online, visit ‘My Account’ and select ‘Order history’ to view details of your order and delivery.

Customers who are eligible will also receive a text message containing a link that will allow them to track their order as its delivery time approaches.

If your delivery details are correct and you haven’t received a text or email to update you on the status of your order, please contact us on: 0800 328 0800.

Our Customer Care team are available between 8AM - 6PM.

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.

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.

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.

For further information, please visit our terms and conditions.

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.

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.

Home Delivery is FREE when spending £25 or more.

Home Delivery is available within a 10 mile radius of the store (3 mile perimeter within the M25).

These vary by individual store but in the majority of cases you can choose from 2 hour slots between 10am and 8pm. Available delivery times can be found on a sign at the front of each store.

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.

You can get in touch with our Customer Care team via this feedback form or call your local store. We will either refund or replace the damaged items where possible.

We do not currently offer a ‘bagless’ delivery service, however we welcome re-use of carrier bags in our stores.

All we ask is that any carrier bags you wish to re-use are in a suitable condition for holding shopping safely.

Temperature controlled vans will deliver your shopping direct to your door in perfect condition, ensuring your frozen food stays frozen and your chilled food stays chilled. Your grocery items will be safely stored and delivered with the rest of your shopping.

If you would like Home Delivery but have forgotten your Bonus Card, the cashier will be able to find your details on the system and your shopping will be delivered as normal.

Yes, you can shop online. Click here to check if we deliver to your postcode now.

You’ll see the cost of a Same Day Delivery slot when you go to Book a Slot. An additional small basket charge, as shown at checkout, may apply to some orders based your delivery and or size of your basket.

Each Same Day delivery slot has its own cut-off time. You’ll see this when you go to Book a Slot.

Once you have placed your Same Day order you won't be able to edit it. This is because the order gets sent straight to your local store to be picked. If you would like to cancel your order then please call us on 0800 328 0800.

Once you have placed your Same Day order you won't be able to cancel it. This is because the order gets sent straight to your local store to be picked. If you would like to cancel your order then please call us on 0800 328 0800.

Yes, you can change the delivery day to Same Day before the Same Day cut-off times. Simply log into your account, and go to Order History, and select the Change button in the Current Order section. After the cut-off times you will not be able to select a Same Day delivery.

You’ll see a Today tab on the Book a Delivery page. Simply select one of the delivery slots from the Today tab to book a delivery.

Yes, you can still book your usual delivery slot, up to 6 days in advance. Simply select the tab for the day you would like, then book a delivery as normal.

Yes, you can still book a delivery for Next Day, which is free when you spend £40.

Payment for Same Day works the same as other delivery dates. Upon order, we will authorise the full value of your order with your bank (this may show as a Pending transaction or, with some banks, a regular transaction). Once your order is picked, we will take payment for the full amount and refund any products that we can't deliver because they’re out of stock.

We currently only offer a delivery service, which means you won't be able to collect your order from store.

You’ll need a smart phone running at least Android 6 (Marshmallow) or Apple iOS 11 for the app to work. When you go to the app store you’ll see if the app can be used on your phone.

For the app to work you will need an active data connection. The app works when your phone is connected to Wi-Fi or mobile data (3G, 4G or 5G). To use the app when you’re in store you’ll need to be connected to 3G, 4G or 5G and have your data enabled.

You’ll need to use your Iceland.co.uk email address and password to log into the app. If you change your email address or password in the app, you’ll then need to use that new password to log into Iceland.co.uk.

If you can’t remember your password, click here to reset it.

Yes! If you haven’t got a Bonus Card you can download the app and register for a Bonus Card in just a few minutes.

Yes! Simply download and install the app, then sign in using your Iceland.co.uk account. If you’ve already linked your Bonus Card with your account, it will show in the app automatically.

If you haven’t linked your card to your account, you’ll be able to scan your Bonus Card barcode using your camera and link your card to your account.

Simply download and install the app. When you first open it, you’ll be given the option to create a new account then link your Bonus Card. Select the option ‘Yes’ when you’re asked if you already have a Bonus Card in the app.

Yes, both your plastic Bonus Card and the app will work at the same time.

Yes, our Bonus Card app has an online shopping section. Simply tap on the Shopping section at the bottom of the app and you’ll automatically be logged in, ready to shop.

Anyone over 18 who lives in the UK can have a Bonus Card. Sign up for a Digital Bonus Card online at iceland.co.uk/bonuscard or pick up a physical card next time you're in store and register your details at iceland.co.uk/bonuscard.

No, unlike other store loyalty cards there are no points to collect – just swipe your card at the checkout every time you shop and you'll automatically qualify for lots of great benefits.

If you have lost your Bonus Card or if you have had it stolen, you will need to call our Customer Service Team on 0800 328 0800 as soon as possible so we can disable your card.

We will send you a new card with a new number. Until we know it has been lost, we cannot put a block on anyone else using it.

You can save directly onto your Bonus Card. Every £20 you save, we'll give you £1 absolutely free.

In Store - Simply tell the cashier how much money you would like to save, and we'll load it directly onto your Bonus Card for whenever you want to spend it.

Online –

1. Register or sign in at www.iceland.co.uk/login.

2. Visit 'My Account' and view 'Bonus Card'.

3. Select 'Top Up Bonus Card'.

As well as our exclusive £1 free for every £20 savings offer, look out for exclusive Bonus Card offers and savings throughout the year when you shop and swipe.

*Please allow up to 48 hours for your savings to appear on your card. Otherwise contact our Customer Service Team on 0800 328 0800.

Unfortunately, you will not be able to put savings onto your Bonus Card unless you have it with you.

Yes, link your Bonus Card to your online account then you can top up and spend your savings online as well as in store.

If you are shopping in store, you can use multiple Bonus Cards. If you are shopping online, please be aware that you can only add one Bonus Card to your online account.

If you would like to add a new or alternative Bonus Card to your online account, you will need to:

1. Visit your Bonus Card Account

2. Remove the card you are currently using

3. Add a new or alternative Bonus Card to your online account.

4. Please note, it can take approximately 24 hours to process your new Bonus Card.

If you have multiple Bonus Cards and you would like to move all balances to one card, get in touch with our Customer Care team by using this contact form or calling us. 

1. Register or sign in at iceland.co.uk. Go to 'My Account'.

2. Select Bonus Card and follow the on screen instructions to add your preferred card.

Please be aware that you can only add one Bonus Card to your online account.

If you have recently added a Bonus Card that you would like to replace with a new or alternative Bonus Card, please note that you will need to wait 24 hours before making any changes. After 24 hours, you can then add your new or alternative Bonus Card.

Contact our Customer Care team by completing this feedback form or calling us. 

You can check and update your details online. You will need to activate your online 'My Bonus Card' account before you can update your details.

It can take up to 48 hours for changes to your details to appear on your account.

Yes, your Bonus Card will work in Iceland and The Food Warehouse stores. Offers may vary between the two store types.

Unfortunately not, we can not offer Bonus Card benefits in The Range at this time.

When you sign up for a Digital Bonus Card online, you will not receive a physical Bonus Card. Your digital card can be used in exactly the same way as a physical card, in store and online. Either use your digital Bonus Card to topup or pay for your shopping online, or, simply swipe your Bonus Card barcode at the till in store.

We announced that we would stop manufacturing products containing palm oil as an ingredient, under the Iceland own label by the end of 2018.

We have reformulated over 130 regular products and launched over 300 new lines, including summer and Christmas seasonal products, that exclude palm oil as an ingredient: around 450 products in total.

No Iceland own label products containing palm oil as an ingredient have been manufactured since last year. We have 100% achieved our goal.

Our palm oil pledge follows in Iceland’s long and proud tradition of Doing The Right Thing for consumers and the environment.

Previous actions include being the first UK food retailer own label to remove artificial colour, flavours and preservatives in the 1980s; the first to ban GM ingredients in the 1990s; and the first to act to eliminate plastic packaging – pledged in 2018 for completion by 2023.

We have pledged to completely remove plastic packaging from our own label range by 2023 and are proud to be the first major retailer to do so.

We have made great progress so far. These include the replacement of plastic egg boxes with pulp trays, the introduction of paper bands to replace plastic bags on bananas, the removal from sale of single-use carrier bags and switching production of frozen meals out of black plastic trays.

Iceland Foods Limited
Second Avenue
Deeside Industrial Park
Deeside
Flintshire
CH5 2NW

Company No: 01107406
VAT No: 849754470