Reserve & Collect

Since our stores in England have closed due to government guidelines in line with Covid-19 restrictions, we are trialing a new service in selected stores that will allow you to reserve your items ahead of time and then head to store to pay.

Selected stores in England and Scotland will participate in the Reserve & Collect service. For details on which stores offer this service, please check our store locator.

The safety and wellbeing of both our store teams and customers is our primary focus during this time. Customers who opt to use this new service will be able to safely collect their orders from their local store entrance and will not be permitted to enter the store. Our teams will continue to follow extensive safety measures to ensure minimum contact with the product and the customer, ensuring they follow social distancing guidelines at all times.

Each store partaking will set their own time frames in line with strict staffing guidance and to reduce the chance of people queuing together outside of the store. The store will agree a time with each customer at the point of ordering. If you, a member of your household or support bubble has any symptoms of coronavirus or in a period of quarantine, then we kindly ask you to inform the store who will be able to reschedule a safe and convenient time for you to collect your order.

Selected stores are offering a Pay by Link service, where customers can pay online via a secure link sent to their email. If you would like to Pay by Link, and it is available at the store, please speak to a member of staff when you reserve your products. You will be asked by the member of staff to provide your email address, and they will email the secure link to you. Once you have received the secure link, you will need to enter your payment details in order to purchase the products. You can pay using your debit or credit card (being Visa/Mastercard or Maestro). Payment will be taken when you submit your payment details. After you have paid, the store will email you to confirm that payment has been processed and that your product are ready to collect. Please call the store if you do not receive the email within a couple of hours of your payment.

If you decide while in the store that you do not want the item, this will be cancelled and you will not be charged. Should you wish to exchange your order at this point, the store team will provide assistance.

If you have taken your item home and you change your mind, please note that you will need to go back to the same store that you collected your order from, to return your item for a refund. You will need to have your receipt to hand and the card that was used to pay for the order, to receive the refund.

If you have taken your item home and you would then like to exchange it, you can visit any of our stores to do this.

Please note that Reserve & Collect orders cannot be sent to our online warehouse for a refund.
Your return window starts when you pick up your item(s) and since we now have our extended Christmas returns in place, you have up until the 17th January to return your items. You can do this once our stores reopen. You can see our full returns policy here . *Please note different returns policies apply to promotion orders. See promotion FAQ’s here.