We’ll Hold Your Order for 14 Days
Once we’ve let you know that your order is ready to collect, your chosen store will keep it safely for 14 days.
There’s nothing extra you need to do during this time - your parcel will be waiting for you.
If You Don’t Collect Your Order
If your order hasn’t been collected within the 14‑day window:
- Your parcel will be returned to our warehouse, and
- We’ll automatically process a refund to your original payment method(s) including the delivery charge.
This refund process can take up to 10 working days to complete.
If You Paid Using a Gift Card
If the original payment was made with a gift card, your refund will be returned to that same gift card.
Need More Time or Unable to Collect?
If you know you’re not going to make it in time please contact our Customer Services team.
We can look into holding your parcel for longer or beginning the refund process sooner, depending on the circumstances.