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Frequently Asked Questions

 

When will my order be ready to collect?

 

Two working hours after you have placed your order.

 

 

Is there a cut off time to get my order the same day?

 

You will be unable to get same day 2 hour collection, if your order is placed less than 2 hours before your chosen branch closes. However, it will be available the following working day.

 

To find your local branch, and their opening times, please click here.

 

 

What do I do once I have submitted my order?

 

We will email you to confirm your order has been placed and then email and text you again 2 working hours later to confirm your order is ready for collection.

 

When collecting your order, please go straight to the Trade Counter inside the branch. You must bring the following when collecting your items:

 

  • Your order confirmation email, printed or on your phone

  • A valid form of I.D. For example, driving license, passport, debit or credit card, or work photo I.D. card.

 

 

What if I’m collecting on behalf of someone else?

 

You can collect on behalf of someone else, but must have the following with you to collect the order:

 

  • The order confirmation email, printed or on your phone, which has been forwarded from the customer who placed the order

  • A valid form of I.D. For example, driving license or passport, which must match the 3rd party collectors information given by the customer at time of placing the order.

 

If you do not have the appropriate I.D, then we will contact the customer who placed the order to confirm they are happy for the goods to be released.

 

 

How long will you hold my order?

 

After 24 hours of holding your goods, the branch will contact you to confirm you are still collecting the goods. If the goods are not collected within 5 working days, then we will cancel  your order.

 

 

Can I place a collection and a delivery in one order?

 

Yes. You can split your order by collection and delivery. We will take payment for the whole order which will include any delivery charges.

 

 

Can I place a collection order over two or more branches?

 

Yes. If your entire order is not available from one branch, you can split your order by 2 or more branches. We will take payment for the whole order, and you will receive confirmation of when you order is available from the branches you have selected to collect from.

 

 

What happens on Bank Holidays?

 

Click & Collect is only available during branch working hours.

If your chosen branch is open, then you will be able to collect your order in 2 working hours. However, if your chosen branch is closed, then you will be able to collect your order on the next working day.

 

 

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