Frequently Asked Questions
Clicking FAQ
Q. How do I know if a store offers a Click-and-Collect service?
A. Every store will list the locations where Click-and-Collect can be used. You are often able to locate your nearest outlet by submitting your postcode and a list of possible options for collection will be presented to you. This can also ensure availability of your items at your specified location.
Q. Will I need an account with the online store in order to use Click-and-Collect?
A. You may be able to order online as a 'Guest', however, it is usually advisable and may be a requirement to create a simple online account with the store. This involves simply providing your email address to identify yourself as a customer. You are also likely to be asked to create a password so that you can log in securely to your account when you next visit the online store. This is a good idea, making purchasing faster and easier, as well as allowing the store to save details of your past orders, make purchase suggestions and give you special offers, etc. on the basis of your buying history. Choose a secure password, containing some upper and lower case characters as well as at least one special character. Do not share your password with anybody else. You will not need to provide your password at the collection point.
Q. What are the charges for Click-and-Collect?
A. Check at your store whether there is a fee for clicking and collecting. This may be in the form of a minimum spend, ie. there is a fee if you purchase less than a certain dollar amount, otherwise the service is free.
Q. When is payment taken for my order?
A. Once you have put your items in your shopping cart and entered the Checkout section of the online purchasing system, you will enter your delivery preferences and details. After this you will reach the Payment section which is where your credit card information or other payment method details will be taken and payment processed.
COLLECTING FAQs
Q. How do I know when to collect my order?
A. Your collection instructions are clearly specified at the time of purchase. Often you are able to choose a collection time slot that suits you, with a specified time frame to allow you to pick up your shopping any time within that window. Other stores may let you know when your order is ready and then you can notify them when you are on your way to collect. Notifications can be received as SMS messages or emails.
Q. What do I need to bring when I collect my order?
A. You will need your order number and sometimes a copy of the order confirmation. You may need to present the credit card that was used to pay for the order. You may also need to present photo ID, for example drivers licence, passport, etc.
Q. What if I am late collecting my order?
A. There is a danger that your order may be cancelled if you are outside the specified time window for collection, so it is best to contact the store and let them know that you still intend to collect your order. This will allow them to keep your order for you. Beware of leaving your order too long before collection, especially if it contains any time-sensitive items, for example perishable or frozen goods, etc. as the quality may be affected.
Q. What happens if I forget to collect my order?
A. You will be sent reminders that your order is ready for collection until the time that you collect it. Most stores will hold the items for you for a certain period before returning them to stock and refunding you using the payment method used when you placed the order. Individual store policies may vary and this may not apply when the shopping includes perishable items.
Q. What if I want somebody else to come and collect for me?
A. If you need someone else to collect your items, you will have to share the collection details with that person and often notify the store that somebody else will be picking up your purchases. Your nominated collector will need to know the location, date and time for collection as well as the details of your order. Please beware of sharing your personal information. Always make sure it is a trusted person that you send to collect your shopping.
Q. What if I need to change or cancel my Click-and-Collect order?
A. At the time of ordering, you may be informed of an 'order cut-off time'. It may be on screen, or given in the confirmation email that you receive. This is the time until which you are able to change or cancel your order without incurring any costs. After this cut-off time, you may be required to pay a cancellation fee.
GENERAL FAQs
Q. Isn't it better to come in and choose the items myself?
A. The trained team members that select items for a Click-and-Collect order are always experienced staff who are familiar with the full range of items sold at their store. They pick items to satisfy your order, taking notice of any notes that you may have added regarding additional or specific requirements, brands, etc. Your items are then carefully packed and stored ready for your collection.
Q. What about re-ordering?
A. One of the best aspects of purchasing using Click-and-Collect is that the online store often remembers your previous orders and allows you to simply add any of those items you require into your shopping basket the next time you order. This makes repeat ordering very easy and saves you even more time when making regular purchases!
Q. What if I have special requirements?
A. Many click and collect ordering systems allow you to add notes about your purchase requirements, for example if you need to ensure an item of fresh produce is ripe now or ready for use in 2 days, etc.
Q. What about refunds and returns?
A. Again, store policies may differ but you are usually offered a refund or exchange if you return items to the store. Each case may be different, so please refer to the store's Returns Policy for specific details.
