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Call and Collect FAQs

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Is it just for members?

This service is available for all customers, members and non-members 

When can I collect my shopping?

You or someone on your behalf can collect your shopping the next day.  We’ll call you the next day and you pay over the phone, we’ll give you a unique reference number for collection

Why is there such a restricted list?

The products selected to offer the best availability we can, the list also now includes all your festive essentials, from wrapping paper to your Christmas dinner.

Why can’t I collect it later today?

So that we’re available to help all our customers, in whichever way you choose to shop with us, your order will be picked after the store has closed, and be ready to collect the next day

Why can’t I order Frozen food?

Once we’ve picked your order, we’ll store it safely in our chilled storage area.  Unfortunately, our stores don’t have frozen storage space, so we’re unable to offer frozen items at this time.

Will I get a substitution for and item out of stock?

We will substitute for another item similar in our essentials range or a different pack size of a product ordered, the customer services team will inform you of any changes when they take payment.

Why can’t you tell me the price of a product?

As prices can change daily, we want to ensure that you receive the current offers and prices the day you make payment. Prices charged through this service are the same as in store. The customer service team can confirm the prices when they call to take payment

When will you call for payment?

We’ll call you the morning of the day after you place your order

Why can’t I just pay when I collect the shopping?

Taking payment over the phone ensures that your order is ready to collect as soon as you arrive at the store, no need to queue at the tills to make payment.

The collection point is highlighted in store please make your way to this point and have your reference number ready. You do not have to join the normal queue.  

If there’s a queue outside the store due to Covid, social distancing measures and store capacity numbers are restricted, for everyone’s safety access to the store will be restricted so please join this queue.

Will the person collecting need ID?

You or someone on your behalf will need the order reference number age verification ID will be needed if there are age restricted items (e.g. alcohol) in the order.  We will be unable to release alcohol or other restricted items to anyone who is unable to prove their age when asked. 

What if I want to add to my order once I have given it?

If it’s the same day, you can call the customer service team on 0800 0501601 and ask for extra items to be added.  Unfortunately, we can’t add items on the day of collection

What if there is something missing from my order when I collect it?

Please contact our customer service team on 0800 0501601 who will be happy to help you

What if there is something wrong with my order when I collect it?

Please speak to a member of the store team, who will be happy to help you

Can I call the store ahead of time so they can get it ready for me to collect?

Yes, they will be happy to help you, if the store is busy they may not be able to answer the phone straight away

Why can’t you do delivery?

Can I collect on a Bank holiday?

Payments and collections will be on the Tuesday for orders made on the Friday before a bank holiday.

Orders on Christmas Eve will be available to pick up on 29th December

Orders on New Year’s Eve will be available to collect on 4th January

Easter – Orders placed on 1st April will be available to collect n 6th April

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