Click & Collect FAQs


What Is Click and Collect?

Click and Collect is a convenient way for you to collect your online orders. Shop online and collect your purchases at one of our stores, at your convenience.

How Much Does Click and Collect Cost?

Click and Collect is free for all orders with no minimum spend required.

What Happens Once My Order Has Been Placed?

Once your order has been placed, you will receive an Order Confirmation email with the details of your order.

After your order has been picked and packed at our warehouse, you will receive a shipment confirmation email letting you know that your order is on its way to the store. IMPORTANT: Your order is NOT yet ready for collection.

When your order arrives at your nominated store, our staff will send you an email advising you that your order is now ready for collection.

How Long Does the Click and Collect Service Take?

We use external courier service to deliver parcels to our stores. For NSW stores, orders typically take 3-4 working days, QLD, VIC & SA stores, orders typically takes 3-5 working days and for other states such as WA, NT & TAS, up to 8-10 working days, Monday — Friday, excluding public holidays.

While we strive to meet these timelines, we are unable to guarantee them as unforeseen issues may affect our carrier. Under these circumstances, we do not issue any form of compensation as this is a non-guaranteed service.

How Do I Collect My Order?

Please proceed to the counter or approach any member of our staff for assistance. Please bring along your Ready to Collection confirmation email (either a printout or digital copy) to collect your order, along with a form of photo ID.

How Long Do I Have To Collect My Order?

Please collect your order within 7 working days of receiving our Ready to Collect email notification.

All Click and Collect items are bound by our returns and exchange policy. Please refer to our terms and conditions, which can be found here.

What Happens If I Am Unable To Collect My Order?

Your order will be returned to our warehouse. Once the goods have been returned to the warehouse, our online team will process a refund. Please allow up to 15 working days for your refund to be processed. If you need additional time before you can collect your order, just let us know and we will hold onto it. For additional time request, please call your local colette by colette hayman store.

Can I Exchange Or Return An Item While I Am Collecting?

Of course you can, simply open the package in store, check your items and decide if you wish to proceed with a return or exchange.

Which Stores Have Click and Collect?

Click and Collect is currently available at all colette by colette hayman stores.

Why can’t I collect my Click and Collect order sooner?

Because our online range is not fully stocked in every store, we prepare your order from our warehouse facility. This is why it takes us a few days to get your order ready at the warehouse and sent to the store for you.

Can I change or add to my order?

We can’t change an order once placed online. If you decide to change products or add additional items, you can do this once at the store. Our team can also return your Click & Collect and assist you to buy something different when you get in store.

Can I cancel my order?

Yes. Should you need to cancel your order prior to pick up, please contact us as soon as possible on 1300 087 002.

What happens if my order isn’t available when I arrive at the store?

Please ensure you wait for the second ‘ready for collection’ email before proceeding to your chosen store. This will ensure that your order has been shipped to your store and the team have put it aside ready for your collection.

Our inventory is frequently changing and sometimes items are not available in your store. Once we have your selected products available at your nominated store, we will send you an email letting you know that your order is ready for collection.

Do I need my ID when collecting my order?

Yes. Please bring a photo ID with you that matches the nominated name for order collection you entered when placing your order.