Click and collect: how it works and when to use it
Last checked November 2026. Offers and rules change: confirm with the provider before you rely on them.
Click and collect means ordering and usually paying online, then picking the goods up yourself from a shop, a supermarket collection point or a parcel locker. It saves waiting in for a delivery, is often free, and gives you a real person to talk to if something is not right.
Why people choose it
- No waiting in. You collect when it suits you, within the days the shop holds the order.
- Often free or cheaper than delivery, though some retailers charge for small orders.
- You know it is in stock. The item is set aside for you, which avoids a wasted journey.
- Wider choice. A small branch can receive anything from the retailer's full range, not just what it normally stocks.
- Nothing left on the doorstep. Useful if parcels have gone missing before, or you do not want a present seen.
- Easy returns. At many shops you can look at the item at the counter and hand it straight back if it is wrong.
How it works, step by step
- Shop on the retailer's website in the usual way and add items to your basket. If you are new to this, see online shopping for beginners.
- At the checkout, choose "click and collect" or "collect in store" instead of home delivery. Enter your postcode and pick a collection place from the list.
- Pay online by card. Some shops instead let you "reserve" an item and pay when you collect.
- Wait for the "ready to collect" message. The first email only confirms your order. A second email or text tells you the goods have arrived, sometimes the same day, sometimes after a few days. Do not set off until you have it.
- Go to the collection point with what the message asks for: usually the order number or a collection code, and sometimes proof of identity or the payment card.
- Check the goods before you leave if you can.
Where you can collect
| Collection place | How it works | Worth knowing |
|---|---|---|
| The retailer's own shop | Go to the collection or customer service desk | Staff on hand; easiest for returns |
| Supermarket grocery collection | Book a time slot, drive to marked bays and staff bring the shopping out | You may not need to leave the car; cheaper than home delivery |
| Partner shops and Post Office branches | Parcels are held behind the counter at a local convenience store, newsagent or post office | Often open long hours; check access and parking |
| Parcel lockers | Type or scan a code on a screen and a locker door opens | Open all hours, but there is no one to help, and the locker may be high or low |
Supermarket grocery collection
Most supermarkets that deliver also let you collect a full grocery order. You book a collection slot, usually an hour or two wide, and drive to a signed area of the car park at that time. At many stores a member of staff brings the shopping to your car and will help load it if you ask. Collection is typically cheaper than delivery and sometimes free, often with a lower minimum spend. Substitutions work in the same way as for delivery, and you can refuse any you do not want on the spot. See supermarket home delivery for how slots and substitutions work.
This suits people who drive but find walking round a large store tiring, and anyone doing a big shop for a relative.
Things to check before you choose it
- How long will they hold it? Shops keep orders for a limited time, commonly a week or two, and less for groceries. After that the order is returned and refunded.
- Is there a charge? Some retailers charge for collection below a minimum order value.
- Can you carry it? A boxed microwave or a set of garden chairs is heavy. Ask staff to help you to the car, bring a shopping trolley, or choose home delivery for bulky items.
- Can someone else collect for you? Usually yes. Many retailers let you name another person at checkout, or will accept someone bringing the collection code and identification. Check the confirmation email.
- Is the collection point accessible? If you use a wheelchair or scooter, ring ahead about step-free access and the height of lockers. See accessible shopping.
Your rights with click and collect
If you paid online, the purchase normally counts as a distance sale. That means the 14-day right to change your mind applies to most goods, counted from the day you collect them, alongside your usual rights if anything is faulty. If you only reserved the item and paid at the counter, it is an ordinary shop purchase and the retailer's own returns policy applies to a change of mind. The details are in returns and refunds.
Returning things through a shop
Many retailers and marketplaces let you return online orders at a store or parcel shop, sometimes without needing to print a label: you show a code and the assistant does the rest. Always ask for a receipt or proof of the return and keep it until the refund appears.
Common questions
Is click and collect free?
Often, but not always. Some retailers charge on small orders, and supermarket grocery collection may carry a small fee. The cost is shown before you pay.
What do I need to take with me?
The order number or collection code from the "ready to collect" message, and some identification. Some shops also ask to see the card you paid with.
What happens if I cannot get there in time?
Contact the shop; some will extend the holding period. If an order is not collected, it is normally cancelled and refunded.
Can I look at the item before taking it home?
Yes, and it is sensible to do so. If it is damaged or not what you expected, most shops will process the return there and then.