Delivery slots for vulnerable people: your questions answered

We know things might be feeling a little unsettling, but we want to let you know that Ocado is still here for you. Following the recent Government briefing, regarding tier changes we’ve updated our service to increase safety for our customers and staff.

For those on the Government’s vulnerable list we know getting your groceries might present extra challenges, therefore we’ve pulled together some of your most-asked questions below.

How do I get priority access to a booking slot?

We will give priority access to our customers who are on the Government’s shield list of extremely vulnerable people and in need of essential supplies. If you’re a customer living in England and you (or somebody in your household) are extremely vulnerable, please visit to register onto the Government’s list.

I have received a Government letter but not heard from Ocado – what should I do?

If you’re an Ocado customer and you, or someone in your household, has received a letter from the NHS or Wales’ Chief Medical Officer to say that you, or they, are ‘extremely vulnerable’ to the symptoms of Coronavirus, please let us know by filling out and submitting our Contact Us form.

I’m on the vulnerable list, however, I don’t need priority access – what should I do?

Please let us know as soon as possible so we can offer access to somebody else who needs it. Please complete our Contact Us form and select ‘Extremely vulnerable Ocado customer’ as your reason for contact. Please state ‘Remove me from the extremely vulnerable customer list’ within the message box.

I'm Clinically Extremely Vulnerable but can't get a delivery slot and need food urgently – what should I do?

If you’re in urgent need of food, please contact your council. You can search for their contact details on the Government's website. Alternatively, you can refer yourself (or a family member) to the NHS Volunteer Responders programme for help with shopping for food and essentials or collecting and delivering prescription medication. You can do this by phoning 0808 196 3646 or, for the hard of hearing, visit the NHS Volunteer Responders website.

Why can’t I see any delivery slots?

We’re experiencing high demand at the moment and delivery slots are selling out faster than usual. We’re constantly releasing new slots – if you don’t see any available when you first log in then please check back later. Slots for 2–3 days time are being snapped up quickly, but you might be able to find a slot if you book a bit further in advance. We recommend doing this so you don’t miss out.

If you’re having trouble finding slots, please register your interest here by selecting “I can’t book a slot”, then “I can’t see any delivery slots”, to be notified when there are more slots available in your area.

Is my slot safe when I’ve booked it?

We’re doing our best to ensure that there are little to no changes to any booked slots although this may occasionally be unavoidable due to workforce capacity and the ever-changing nature of the circumstances we’re in. But we promise we are working round the clock and doing our best to ensure that customers experience little or no change to their orders.

I’ve never shopped at Ocado – can I still register?

You certainly can, though placing an order will depend on whether we deliver to your address (we’ll let you know as soon as you register) and current demand in your area. If we do deliver to your address and you don’t see any available slots, then please check back later. On some occasions, such as when the Government announces a change in lockdown restrictions, slots can get booked up faster than usual. When this happens, you’re more likely to find a slot if you book a bit further in advance. We recommend doing this so you don't miss out.

If you’ve recently been added to the Government’s shield list of extremely vulnerable people, please complete our Contact Us form and select ‘Extremely vulnerable Ocado customer’ as your reason for contact.

I’m self-isolating. Can you still deliver to me?

Yes, we can, but with certain restrictions in place. It’s essential you notify us of your situation by leaving a clear message in your driver notes as you check out your order. Please also leave a note on your front door stating you’re in self-isolation.

To reduce the risk of inadvertently contracting or spreading the infection, drivers will not interact with you directly when they deliver. We ask that you remain inside your home. Our drivers will leave your shopping on your doorstep and will call you on the phone once the delivery has been made. If you live in a flat, please note that we’ll still try to deliver outside the front door of your flat, but our drivers may call you to ask if they can drop your shopping outside your building instead.

As our drivers can’t carry out any Challenge 25 checks, we won’t be delivering any age-restricted items while you’re in isolation. Unfortunately, since there won’t be a chance for you to return any substituted products on the doorstep, any substitutes will have to be accepted. After your shopping has been delivered, you’ll be able to request a refund on any substitutes you did not want – just follow the usual refund process.

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