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FAQs following latest Government Guidelines

For the latest information on how we’re working to feed the nation, please click here

It’s really important to us that you have the answers to your questions and the information you need as quickly as possible.

We’re currently experiencing a larger number of calls than normal. To help you resolve your query, we have provided responses to Frequently Asked Questions following the latest Government Guidelines below.

For other Frequently Asked Questions, please click here

Will you continue to prioritise the Elderly, Disabled & Vulnerable for delivery slots?

We’ve been working hard to expand our service across home delivery and we are now able to offer home delivery slots to many of our customers. We’re continuing to prioritise access to home delivery slots for vulnerable customers and we are releasing new slots regularly. 

If you’re already registered on our EDV priority list, you will stay on the list.

How can I join the EDV list?

We have worked with the government to identify those in England, Scotland and Wales who are extremely vulnerable and have shopped with us before; and we have now received the details from the government of Northern Ireland.

If you had a letter from the NHS and registered on GOV.UK as extremely vulnerable to coronavirus, your details will be shared with us. 

We’ll prioritise these customers for home delivery slots, and we’ll be in touch to let you know when this has happened if we haven’t already.

I’m a vulnerable customer, how do I book a delivery slot?

For vulnerable customers who have been invited to register for online deliveries, you will still need to enter your postcode and find an available slot.

You can check your postcode by logging in here, selecting Book Delivery at the top of the page and choosing home delivery as your shopping method.

If you’re unable to find an available slot, please check back regularly as we continue to release new slots.

Are there any restrictions in place for delivery slots?

We don’t currently have restrictions in place for amount of delivery slots per customer, but we are monitoring this closely and will make our customers aware if this changes. If you’re unable to find an available slot, please check back regularly as we continue to release new slots.

Are you going back to bagged grocery deliveries?

We’re continuing with bagless grocery deliveries currently. Bagless deliveries helps shoppers with social distancing in store and is much quicker to pick. This means we can give as many people as possible access to Groceries Online, which is an important service right now, particularly for elderly, disabled and vulnerable customers.

We offer extra support with our bagless deliveries by transferring shopping into bags whenever a customer asks us to. Our drivers use hand sanitiser, face coverings where needed and keep a 2m distance at all times to help keep drivers and  customers safe.

Are you restricting any products?

We’re not currently restricting any products. We’re confident that we have enough stock coming into stores, so we should have a good alternative even if we don’t have the precise product a customer wants. We are monitoring this closely every day and will let customers know if this changes.  

Are Cafes in supermarkets closed?

We’ve taken the decision to extend this closure to all our cafés across the UK, until early January. This means our café colleagues will temporarily move to work elsewhere in our stores, providing much needed support at a busy time and will also free up space that we can use to support other operations.  

Are you still doing the Nectar Double Up promotion?

Yes, we’re continuing with the promotion.