Priority slots for vulnerable customers FAQs
During the initial impact of COVID-19, we worked with the government to join an industry-wide effort to prioritise home delivery slots for vulnerable customers. Although delivery and Click+Collect slots are now easier to book, we’re continuing to offer this support to those who need the additional help.
- What are you doing to help vulnerable customers get online delivery slots?
We’re continuing to reserve thousands of home delivery slots a week for our most vulnerable customers, who we or the government have identified as needing extra help.
- I’m an existing Tesco online customer and I can’t safely shop in-store, how do I get access to priority slots?
Please call us on 0800 917 7359. We can’t guarantee a slot will be available, but we will do our best to prioritise you.
If you can safely shop in-store, please think before you join our priority list, so we can help those who need it most.
- What priority slots will be available?
So that we can help as many customers as possible, our priority delivery slots are available across the UK and will have an 8-hour delivery window – either from 10am-6pm or 2pm-10pm.
If you’re a vulnerable customer booking a priority slot, please make sure the mobile number in your account is correct. On the day of delivery, we’ll text you to let you know when your 1-hour slot is within your chosen window.
- Can I change or cancel my priority delivery slot?
Yes, as long as this is no later than 11.45pm on the night before your delivery. Demand for our online home delivery slots is still high, so we can’t guarantee that you’ll be able to get another slot in the coming days.
- What are you doing to help care homes?
Many of our customers are care, nursing, and residential homes, who've been finding it more difficult to place orders of the size and quantity they usually would. To help them get the essentials they need, we've partnered with our sister company Booker Wholesale.
If you are shopping for a care, nursing or residential home, please register in person at your local branch as new registrations are closed online. Find your nearest branch on the Booker website. When you visit, bring 2 forms of identification, such as a bank statement, utility bill, insurance or any other business document.
- Is there a limit on the number of delivery and Click+Collect slots I can book each week?
We’re no longer limiting the number of delivery or collection slots that a customer can book in a week. We’ll continue to monitor the situation, so this may change if demand increases again and customers are struggling to find a slot.
- I don’t want access to priority slots and don’t want to be identified as a vulnerable customer – how can I remove myself from this group?
Please call us on 0800 917 7359 and our team will sort this out for you.