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Priority Assistance Service

To ensure the customers who most need it have access to online delivery services at this time, we have re-opened applications for a Priority Assistance service for online deliveries.

If you have previously been approved, you don’t need to re-apply for this service. Just sign in to Online Shopping to see the priority delivery slots.

Eligibility for our Priority Assistance service is based on the government’s guidelines around those who are most at risk:

  • People over 70 years of age.

  • People with chronic illnesses including respiratory conditions, heart conditions, high blood pressure (which prevents you from going to the supermarket), kidney problems and diabetes. This also includes people undergoing treatment for cancer and blood conditions that make them more vulnerable to COVID-19.

  • People who are in self-isolation after returning from travel or coming into contact with someone confirmed to have COVID-19.

  • We also know that a number of our customers have disabilities that make it difficult to shop in our stores. These customers will also be eligible for our Priority Assistance Service.

For more information on the service and the application process please see our Priority Assistance FAQs

To apply for Priority Assistance please complete the form below and include any supporting information to help our team assess your request.

Our team will review your request and contact you as soon as possible to confirm your Priority Assistance status.

How to apply

  1. Check you meet the eligibility criteria.
  2. Sign in or Register for online shopping. You cannot register for Priority Assistance until you’ve done this
  3. Return to this page to see and complete the online application request form. Applications need to be completed online. If you are not able to do this yourself please ask a family member or friend to register you for online shopping and complete this form on your behalf.

To apply for Priority Assistance please first Register or Sign in for online shopping, then come back to this page to see and complete the application request form.

Register Sign in

Please use the same email address as for your Online Shopping account

All information provided will be treated in accordance with our Privacy Statement and Privacy Policy

Applicants must be residing at the registered address on their Online Shopping account. Limited to one 'Priority Assistance' service, per address. Eligibility is based on, but not limited to, those who hold a SuperGold card or a Mobility card, customers who have a disability, compromised immunity or certain pre-existing conditions. 'Priority Assistance' delivery time slots are limited and are not guaranteed. Countdown may amend, or withdraw, the provision of the 'Priority Assistance' service at any time, and at its discretion. This eligibility criteria should be read in conjunction with the full terms and conditions applicable to shopping online with Countdown (

Need help?

If you need to contact us please get in touch with our dedicated Priority Assistance team by email at or on 0800 40 40 40.