Click & Collect FAQ

Will Click & Collect be any faster than normal delivery?

We cannot guarantee that Click & Collect will be faster than home delivery. If your local store does not have stock, your order may be fulfilled from our central fulfilment centre or other stores and delivered to your local store for collection.

Due to unusually high demand, please see our Click & Collect page for the most up-to-date information on pickup timings

Can I change my order that I am getting delivered to a contactless Click & Collect instead?

If you would like to change your delivery to contactless Click & Collect, please contact our Customer Care Team on 0800 422 274 and they will assist you in making the adjustment to your order. 

During what times will Click & Collect be open?

Click & Collect will run as per our store trading hours

Is the Click & Collect option free?

Yes, our contactless Click and Collect is completely free.

How long will it take from ordering to collection?

Click & Collect delivery times vary by order. Please see our Click & Collect page for the most up-to-date information on Click & Collect delivery timings.

Please note, if your order is being transferred from another store, it may take a little longer.

Why is my ‘Click & Collect’ order taking so long? Can’t they just go into the store and grab the items that I want?

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We apologise for the inconvenience.

Can someone else collect my order for me?

Someone can collect the order for you but they will need to bring the order number and a valid ID so that we can note in our records who collected the order.

Can I cancel my Click & Collect order?

To cancel your order click and collect order, please contact us via our online form and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We're sorry about this.

How will I know my order is ready for collection?

We will email you when your order is ready at your selected store for you to collect.

How will customers be identified at the point of collection?

A valid ID and your order number will be required for us to bring you your order.

What form of ID do you accept?

We accept Driver's Licences, Passports, Police IDs and Armed Forces IDs. We also accept Visa, MasterCard, Diner's Card, AMEX, and NZ EFTPOS cards provided they have your name imprinted and your signature.

How do I collect large bulky items from store?

If you require assistance lifting oversized or heavy items into your car, please speak to one of our team members and they will try to help you if they can do so safely. 

Will the full range be available?

Yes, Click & Collect will be available across our usual full online range.

Please note: Some products are only available for home delivery.

What if something is missing from my order after I pick it up?

Please call our Customer Service Team on 0800 222 246 with your order number so we can resolve the issue as soon as possible.

What constitutes an oversized item?

Items like larger furniture, large printers, etc. are considered oversized. Items can be identified as oversize on their product pages as well as in your cart when you place an order. 

Are there any items which will not be available through the service owing to the size and weight of items?

Most items are available for Click & Collect. In case an item is not available for pickup, it will be mentioned on the product page online and you won't be able to place a Click & Collect order. 

I am still confused, is there someone I can talk to?

If you are still unsure, please contact us please contact us via our online form