All about Click & Collect

When you arrive at your selected store, the Click & Collect zone will be clearly signposted. One of our colleagues will greet you, check your proof of identity, talk through any specific details for your order (substitutions etc) and ask you to sign for your order. If your vehicle is parked in the customer collection space, the colleague will offer to load your shopping into your car, if not, the colleague will hand over the shopping for you to take away.

No, all orders less than £40 basket value will be charged £4 for collection.

From Monday 22nd November 2021, orders over £25 will be charged 50p, orders under £25 will be charged £4.

Please bring one of the following items with you when collecting your order at the store:

• Booking confirmation
• Debit/Credit card with the name of the person who placed the order
• Photographic ID – Any of the below can be accepted:

A current (within the shown expiry date) passport (all nationalities)
A current (within the shown expiry date) driving licence with a colour or black and white photograph and proof of age – includes provisional licences (all nationalities)

• Any other card with a PASS logo (hologram) such as:

Connexions card
Citizen card
Young Scot card
Military ID with photo and date of birth
I electoral ID card – accepted in Northern Ireland

We operate a 'Think 25' policy on age restricted products, if a colleague requests ID for restricted products, photographic ID (stated above) will be required.

Yes, you can use evouchers. You will only be charged £4 if the total basket value falls below £40.

From Monday 22nd November, you'll only be charged £4 if the total basket value falls below £25, for orders over £25 you'll be charged 50p

If you know you're running late to pick up your order please contact the store and they'll do their best to help you. If you arrive late to collect your order but haven't let the store know please go to the Customer Service desk.

It's not a problem if you're slightly early. You'll still be able to pick up your order and we'll deal with it as quick as we can. For example, if your slot is between 2pm to 3pm and you arrive early 12pm, please go to the Customer Service desk in store and our colleagues will be on hand to help.

If you're unable to pick up your order we'll return it to store and refund your payment. All uncollected orders will be returned to store at the end of the Click & Collect trading hours each day (times vary by location). Orders will remain available for collection in-store until the store is closed that day. After this, if not collected, your order will be cancelled.

Yes, any short life or substituted items will be marked on your paperwork and highlighted to you by one of our colleagues. If you're unhappy with any of these you can return them to our colleague who will issue a full refund via their handset. This refund will reach your bank account within 3 to 5 working days.

You can submit an order any time up until 11pm on the day before the collection date.
You can amend or cancel an order any time up until 11pm on the day before the collection date.

Amending an order

• You have until 11pm on the day before collection to amend your order. Simply log into your account on our website and make the changes to your order. Don't forget to checkout your order before 11pm.

Cancelling an order

• You can cancel your Click & Collect groceries order through our website up until 11pm on the day before collection. If for any reason you wish to cancel after this point you will need to contact us.

No, customers can only place a new Click & Collect Groceries order by logging onto our online groceries website.

Yes, general merchandise is available to collect. These items are subject to range and availability as part of the online grocery order.

If a third party is collecting the goods they must bring the booking confirmation with them - either on their phone or a print out. The person collecting the order must be age 18 or over and have ID with them.

To improve our service we may, from time to time, trial new services related to Click and Collect. If we introduce a trial at your collection store, we will let you know about these either by contacting you directly or by sharing information on a banner on our desktop website. We reserve the right to amend, extend or cancel trials at any time.