Click & Collect

Are stores open?

As part of a careful and gradual process, we slowly opened some of our stores so we could ensure our safety measures were working. We have now fully opened all of our England and Northern Ireland stores. If your local store is open, you will have the added option of claiming your Click & Collect order from our internal collection desk, as well as our external collection point or delivery to car option. 

Which stores will be open?

All of our stores in England and Northern Ireland have fully reopened with social distancing and safety measures in place. Our stores in Wales and Scotland will remain closed in line with the guidance for those areas, but we hope that we’ll be able to welcome customers back soon. In the meantime, you can still use Click & Collect contact-free at our Welsh & Scottish stores.

For opening times please check here.

Please be aware that our Pausa Coffee Shops will remain closed until we feel it's safe to resume operating again.

What are the options for collection? 

To use contact-free Click & Collect, place your order online as usual and wait for your 'ready to collect' email to arrive. Once your order is ready, head to the store and join our line for contact free collection or call the store (the number will be on your email or can be found on our store pages here) and we will deliver to your car, contact free.

How long between ordering and collecting?

We’re experiencing a high volume of click & collect orders, please wait for your collection confirmation email, this may take up to 24 hours.

Can someone else collect my order for me?

Yes, absolutely. If someone else is collecting your order, forward the ready to collect email or text to them and they’ll be able to use the barcode to collect the order. To keep your order safe, we won’t let anyone collect your order unless they have your ready to collect confirmation.

I’ve lost my order confirmation and ready to collect email and text: What can I do?

Please check your junk folder as sometimes emails can end up in there by mistake. If you still can’t see it, please ensure you bring some photo ID that matches the payment name on the order, and you’ll be able to collect your items with either of our contact-free collection services.

Can I return an item?

Not yet, but your receipts are still valid, so you will be able to return items once our stores re-open. Even if your local store is offering contact-free Click & Collect, this will be for collections only, and we won't be accepting returns or payments.

Can I add items onto my order when I collect?

Not right now, but we’re working on making this a possibility in the future. If you realise you've forgotten something, you can always place another free Click & Collect order.

How long do I have to collect my item?

If you can’t collect your order straight away, don’t worry. You have up to 7 days to pick up Click & Collect items. If you don’t collect your order within 7 days we will issue a refund. 

Why are some items not available for Click & Collect?

If you find an item that doesn’t qualify for Click & Collect, it’s probably because it’s a bit big, heavy or funny shaped, or maybe it’s stored at one of our fantastic suppliers’ facilities. We’re looking into ways to bring our full range to you through Click & Collect, but for now you can rely on our Home Delivery teams to bring them right to your door.

Do statutory cancellation rights apply to Click & Collect orders?

We will honour all refunds on purchases from the 1st March 2020 until 56 days after reopening of the store. We are currently unable to offer any refund on any goods and apologise for any inconvenience caused. We just ask that you provide your Click & Collect order confirmation as proof of purchase, and that the items are unused and in their original packaging.

I’ve changed my mind, how do I cancel?

As long as your order hasn’t yet been collected you can cancel it by contacting us. Once cancelled you should receive your refund within 3-5 working days. Alternatively, if you haven’t collected your order after 7 days your order will be automatically cancelled and you’ll receive a refund.

What if I can’t get through to my local store on the phone?

If you can't get through, we are probably on the line with another customer who has come to pick up their order. We'll try to keep things moving as swiftly as we can, so please keep trying.

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