Helping vulnerable and self-isolating customers

Throughout the initial shielding period, we were pleased to be able to provide clinically extremely vulnerable customers, as identified by the Government, with a Priority Pass to access home shopping deliveries. We have extended these passes until the end of August 2021.

If you already have a pass: from 1 November 2020, we made some changes. We now apply delivery or collection charges to orders. These are shown when you book a slot. There is also a minimum basket charge of £3, which only applies if the value of your home delivery order is less than £40, or your Click & Collect order is less than £25. Only the value of the goods counts towards the basket total. All other charges are additional and will be displayed when you check out.

If you don’t have a pass: you can’t apply directly to us for a pass. You will need to register as clinically extremely vulnerable (CEV) through the government website to be eligible for a pass. This CEV customer data is supplied to Asda and some other supermarkets. We then try to match up that data with our online account holders.

If we find you have an account with us, we will contact you directly to let you know what to do next. As we are currently experiencing high demand, we can only get in touch and allocate passes when capacity is available.

For more information on how Asda is handling CEV customer information, please see our privacy centre.

If you’re self-isolating: please let us know when you place your order. Here’s how:

To do this via the App: go to ‘My Account’ – ‘Address Book’. Within your current address are your ‘Delivery Instructions’. Enter your information. You’ll also need to select ‘Use Carrier Bags’ in checkout.

To do this via the website: go ‘Checkout summary’, ‘Other Information’ and click ‘Change’. Enter your information in ‘Delivery Instructions’ and click ‘Save and Continue’ before completing your order. You’ll also need to select ‘Use Carrier Bags’ in checkout.

When your order arrives: we’ll call you to let you know. Once we’ve spoken to you, we’ll leave your shopping at the doorstep so that it is accessible for you to unpack while our driver maintains a safe distance. If you are buying age-restricted products, our driver may need to see some proof of age.

If we can’t get hold of you, your order will be returned to the store, and we'll issue a full refund.

If someone can shop for you: we have a range of e-Gift cards you can buy to give to a volunteer to pay for your shopping. They offer a contactless way to pay without the need for a debit or credit card, for those who are currently unable to shop in our stores. Please see Volunteer shopping cards and select one of the card option links.

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