Helping vulnerable and self-isolating customers

Priority Passes

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 continued to extend the availability of these passes. If we make any changes to this, we will contact customers by email to explain what this will mean and offer alternative options.

If you already have a pass

Remember that we 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.

Deliveries if you’re self-isolating or need a little help

We no longer provide carrier bags for deliveries. So, to ensure your delivery is as safe and friendly as possible, if you’re shielding, vulnerable, or you just need a little extra help – you can leave reusable bags or boxes at the door for the driver to transfer and pack your shopping into. If you need this additional assistance, please let us know in the delivery notes section before you checkout your order so our drivers are aware ahead of your delivery. Here’s how:

To do this via the website: go to ‘Checkout summary’, ‘Other Information’ and click ‘Change’. Enter your information in ‘Delivery Instructions’ and click ‘Save and Continue’ before completing your order.

To do this via the App: go to ‘My Account’ – ‘Address Book’. Within your current address are your ‘Delivery Instructions’. Enter your information and ‘Save’ before completing your order.

When your order arrives, we’ll call you to let you know. Once we’ve spoken to you, unless you’ve provided instructions, 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 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

Our Volunteer Shopping Card is an e-Gift card you can buy and send 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 page.

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