Help

You can track your parcel on the toyou website here by either entering the parcel number or your order number and selecting your retailer. You can also track by clicking the link in your message.

Hold tight. Your order is making its way to your chosen store. We will email and text you when your parcel is ready for collection.

Most parcels are in store by 5pm (1pm on Sundays) but we’ll send you a message as soon as your parcel is ready to collect. Highlands, Islands and Northern Ireland take an extra day. Deliveries on Bank Holidays may be affected by store opening.

If your parcel has not moved for 48 hours please contact your retailer who will be able to raise a query with us.

Unfortunately we are not able to change your chosen store, however we will hold your parcel for up to 10 days so you can collect at a time which is convenient for you. You can extend your collection date by clicking the link on your Reminder to Collect message or via the tracking page on www.toyou.co.uk.

Yes, sometimes messages don’t make it through but if the website is showing that your parcel is “..ready to collect” then you can collect it from your chosen Asda store.

If you have not received your ready to collect message and your collection date has passed then there may be a delay with your order. Please contact your retailer and ask them to investigate. Don’t forget to have your order number ready.

We are in communication with your retailer about the issue. You can wait for information or contact your retailer and ask them for an update regarding your order. Don’t forget to have your order number ready.

Either scan your QR code or enter your order number at our self-service touchscreen and a colleague will bring your parcel to you or visit the Asda toyou collection desk where a colleague will help you.

You need your order number and ID that matches the name on the parcel. You can use the QR code in your “Ready to Collect” email to make the collection process quicker and easier but this is not essential.

Yes, you will need the order number and ID that matches the name on the parcel.

iPhone users can use Apple Wallet to quickly and easily collect parcels in store. To add the pass to your wallet simply click on the "Add to Apple Wallet" logo, which is located near the bottom of "Your Parcel is Ready To Collect" email and click “Add” when the pass appears. Once the pass is in your wallet, the next time you visit our store it will automatically pop onto your lock screen- simply swipe to access the QR code. To enable automatic notifications simply follow the below steps:

1. Tap Settings > Notifications > Wallet and turn on Alerts or Banner notifications.

2. Tap Settings > Privacy > Location Services and ensure these are turned on.

Once you have collected your parcel(s) you can delete your pass by selecting the "i" logo on the bottom right and selecting "Delete" from the top left hand corner of the information page.

Some of our retailers will include a returns label inside your parcel. If this is the case, affix the label to the parcel and take it to your Asda store. If you don’t have a returns label you can print one in our stores at a self-service screen or an Asda colleague can help. You will need to have your order number for this. Alternatively you can register your return on the toyou website to print a label at home or get a QR code. Some retailers require you to register your return on their returns portal.

Either register your return at the self-service screen and pop it into the dropbox or head to the click & collect desk and an Asda colleague will help you.

Your tracking number will be on your receipt. Simply enter your parcel number into “Track my parcel” on our homepage or you can click ‘search by order number’, select your retailer and enter your order number.

Typically it take 3-5 days.

This varies from retailer to retailer. If your return tracking shows “It’s gone back to your retailer” please contact them regarding your refund.

Please see our Packaging Guide for advice on repackaging your parcel. Your parcel should not exceed 60x60x90cm and 25kg

You will be informed of any cost on your retailers return page. You do not need to make any in store payments to return your order.

A QR code is a square barcode which holds all your parcel information.

Some of our retailers require you to register your return through their website and will provide you with a QR Code. For all other retailers you can get a QR Code from our website by selecting “Get a QR Code” when requesting a label.

Using a QR code is super easy at Asda. Simply take your QR code to store on a handy device, scan it on our self-service screen and you’ll receive a label. Affix label to your parcel and post it into the returns dropbox. Or take your parcel and QR Code to the click and collect kiosk and an Asda colleague will return it for you.

You should always get a receipt when returning a parcel. If you do not get one speak to an Asda colleague in store who will be happy to help.

You can see all the retailers who offer the toyou Click & Collect and Returns service to their customers here.

toyou is located within Asda stores in the UK. You can find your closest Asda store here.

If you're a retailer and would like to offer our service to your customers then click here.