1. How do I select to have my order delivered to a CollectPlus Point?

When placing your order you will be able to choose CollectPlus as a delivery option on the Delivery Options page before you get to the Payment page of checkout.

2. Why is CollectPlus not available for my current order?

Unfortunately some items can’t be sent to a CollectPlus Point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.
Please note that this service is only available for suitable items being shipped to customers in the UK.

3. How many CollectPlus Points are there?

CollectPlus has thousands of stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no CollectPlus Points in the Channel Islands or at BFPO locations at the moment.

4. Where is my nearest CollectPlus Point?

During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest CollectPlus Point. Alternatively the CollectPlus website offers a postcode or location search. Click here to find your nearest Point.

5. When are CollectPlus Points open?

Nearly all CollectPlus Points are open early ‘til late, 7 days a week. The opening times for your local CollectPlus Point will be shown as you choose your preferred Point when placing your order.

6. How long will it take for my order to arrive at my chosen CollectPlus Point?

Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen CollectPlus Point. You will receive confirmation from CollectPlus via email and/or SMS once your parcel is available for collection. This will include your unique collection code. Parcels are delivered to CollectPlus Points Monday to Saturday. A specific time for arrival cannot be given, please wait for your arrival notification from CollectPlus.

7. What do I need to take when I collect my parcel?

Please take your CollectPlus collection code and proof of ID with you when you go to the CollectPlus Point to collect your parcel.

8. When making a collection, what ID is accepted?

CollectPlus Points accept the following forms of ID:

• Driving licence
• Utility bill
• Mobile phone bill
• Wage slip
• Bank statement
• Cheque guarantee/credit/debit card
• Bank/building society book
• Passport
• Cheque book

9. What should I do if I lose my collection code from CollectPlus?

If you have lost the collection code sent to you by CollectPlus via email or SMS then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’

10. What should I do if I don’t receive my collection code from CollectPlus?

If you haven’t received an email or SMS from CollectPlus with your collection code and the parcel’s estimated date of arrival has passed, then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’ If you still need help then please contact the CollectPlus Customer Service team on 01923 601616 or 0845 270 9888 and they will be able to help you. (Please note that calls to the 0845 number cost 1p per minute from a landline and between 20p – 40p per minute from mobiles, calls to the 01923 number will be charged at your standard rate).

11. Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

12. What if my order includes back-order items?

Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated CollectPlus Point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

13. How long will I have to collect my parcel?

Your parcel will be held at by CollectPlus at their collection Point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection Point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

14. What should I do if my parcel isn't available when I arrive at the CollectPlus Point?

Please contact us and we will look into it.

15. Once my order has been despatched, can I track it?

Yes, CollectPlus provides a tracking service which allows you to see where you parcel is. CollectPlus will also provide SMS updates if a mobile number has been provided.

16. What should I do if I don’t want my order anymore?

If, your order has already been processed, please do not collect the parcel from the CollectPlus Point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

17. What if I want to return an item I have collected from a CollectPlus Point?

If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.