Store Collection FAQs

Do I need to pay anything in store?

No. Payment is taken in full when you place your order online.

There is nothing to pay when you collect your order from store.

Is Click & Collect free?

Yes. Click & Collect is always free, with no minimum order value.

What do I need to bring when I collect?

Please bring your order confirmation email or order number when collecting your order.

Showing the email on your phone is fine — you do not need to print it.

For age-restricted products, you may also be asked to show valid photo ID, such as a driving licence or passport.

Can someone else collect my order?

Yes, someone else can collect your order on your behalf.

They should bring:

• A copy of your order confirmation email
• Your order number
• Their own photo ID, if requested by the store

For age-restricted products, the person collecting must be old enough to collect the item and may be asked to show valid photo ID.

Can I collect from any store?

You can choose from any participating Click & Collect store before placing your order.

You can select or change your preferred store on the product page or in your basket. The store selected when you place your order is the store your order will be sent to for collection.

Once your order has been placed, you may not be able to change the collection store. If you need help, please contact your selected store as soon as possible.

How do I choose Click & Collect?

Select your preferred collection store on the product page or in your basket.

When you are ready to order, go to your basket and choose Pay Now & Collect. This will take you to the Click & Collect checkout.

On mobile, you may need to select the Collection tab in your basket before scrolling down to the Pay Now & Collect button.

Can I use Click & Collect if an item is out of stock for delivery?

Sometimes, yes.

Some products may be unavailable for home delivery but available for Click & Collect from stores that have stock locally.

If a product is marked as Click & Collect Only, it cannot be delivered to a home address and must be collected from a participating store.

If an item is showing as out of stock for delivery, check the product page or your basket after selecting your preferred store to see whether Click & Collect is available.

What does “Order now, collect from [day/date]” mean?

This means the item may need to be ordered into your selected store from our central warehouse.

The estimated collection day is based on warehouse stock availability and your selected store’s delivery schedule.

Some stores receive warehouse deliveries once or twice per week, so collection times can vary depending on when your order is placed and whether it is placed before the store’s order cut-off time.

What if the store does not have live stock syncing?

Some stores do not currently sync live stock with our website.

For these stores, the website may show an estimated collection date based on when the item could be delivered from our central warehouse.

This does not always mean the store has the item in stock today. The store may already have the product available locally, but our website may not be able to confirm this in real time.

If you need the item urgently, please contact the store directly to check availability before placing your order or travelling to collect.

What if I haven’t received my ready notification?

Please do not travel to the store until you have received confirmation that your order is ready.

If you have not received a ready notification:

• Check your email inbox, spam and junk folders
• Check that the phone number and email address on your order are correct
• Use the View Order Details button in your order confirmation email to check your order status
• Contact your selected store if you need an update

Collection times can vary depending on stock availability, store delivery schedules and whether the item needs to be ordered into store.

How will I know when my order is ready?

Your selected store will contact you when your order is ready to collect.

This may be by phone, email or text, depending on the contact details provided and the store handling your order.

You can also use the View Order Details button in your order confirmation email to check your order status.

When can I collect my order?

You can collect your order during your selected store’s normal opening hours once you have received your ready notification.

Opening hours vary by store, so please check your selected store’s opening times before travelling.

How long will my order be held?

Once your order is ready for collection, the store will hold it for 14 days.

If you are unable to collect within this time, please contact the store as soon as possible. The store may be able to agree a later collection date.

If your order is not collected within 14 days and you have not contacted us or the store, your order may be cancelled and refunded.

Can I cancel my Click & Collect order?

If your order has not yet been collected, you can request cancellation.

You can do this by clicking the View Order Details button at the bottom of your Click & Collect order confirmation email, or by contacting your selected collection store directly.

We may need to confirm with the store that the order has not been collected before the cancellation can be processed.

Can I return a Click & Collect item?

Yes, but Click & Collect returns should go through the store the item was collected from.

After collecting your order, you’ll receive a Thanks for collecting your order email. At the bottom of this email, you’ll find options to:

• Arrange a return — submit a return request form to the store before visiting.
• Call the store — contact the collection store directly.

This helps the store understand the reason for your return and prepare the next steps.

Can the store refund me directly?

No. Refunds for Click & Collect orders are processed by Home Hardware Direct because the order was placed and paid for online.

The store can help with the return and notify Home Hardware Direct, but they cannot refund you directly through the store till or card machine.

Refunds are issued to the original payment method used at checkout.

What if my Click & Collect item is faulty?

If your Click & Collect item is faulty, please contact the store you collected it from.

You can use the Arrange a return or Call the store buttons in your Thanks for collecting your order email.

Faulty Click & Collect items must be returned through the collection store so the item can be checked and the next steps can be confirmed.

What if I notice a problem while I’m still in store?

Please speak to a member of staff before leaving the store.

This may include if the item appears damaged, incorrect, missing parts, or not as described.

Are all products available for Click & Collect?

No. Not all products are available for Click & Collect.

Some products are Online Exclusive, which means they are available for home delivery only.

Some products are Click & Collect Only, which means they cannot be delivered to a home address and must be collected from a participating store.

Availability will be shown on the product page or in your basket once you have selected your preferred store.

Need help?

If you need help with a Click & Collect order, please contact your selected store with your order number.

If your issue has not been resolved by the store, you can contact our customer service team with your order number, collection store, product details and a summary of what has happened so far.

Last updated 06/07/26