Click & Collect FAQ - Frequently Asked Questions | The Range
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We are currently trialling Click & Collect in across the UK with more coming soon. Find out below which stores are currently offering Click & Collect.

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click and collect

Find out more about our new Click & Collect service with our handy FAQ. From what happens after you've placed an order, to which products are available to purchase through this service, you'll find the answers to the most frequently asked questions about Click & Collect. If there's any information not found in this guide, please reach out to our Customer Care team who will happily help as much as they can.


Q. What is Click & Collect?

Click & Collect is a free-of-charge service that allows you to purchase products online from your local The Range to collect in-store, instead of ordering for delivery.

After completing your purchase through our website, store staff will proceed to pick your items, and you’ll be informed by email and text message when they’re ready to be collected.

Q. Which products are available for Click & Collect?

A majority of The Range’s products are available to be ordered for Click & Collect, with the following general exceptions:

  • The Range Marketplace products sold by a Trusted Partner
  • Online exclusive products not offered in stores

You can see if an item is available for Click & Collect on the product page. We recommend selecting your store to ensure we show only Click & Collect availability in your area.

Only products currently offered and in-stock within the selected store are available for Click & Collect. Each The Range store may have a unique offering due to their size and location, so we advise checking multiple stores near where you live if you cannot find what you’re looking for in your closest store.

Q. Is Click & Collect available in my local The Range store?

Click & Collect is now available in all of The Range stores across the UK and Republic of Ireland.

You can find the closest store to where you live with our store locator. We’ll also show you which is the nearest store to you offering Click & Collect on the product page if you share with us your location using the store finder.

Q. What happens next after I’ve placed my order?

After you’ve completed your purchase online, you will receive a confirmation email followed by a text message and/or email telling you when your order is ready to be collected from your chosen store. Please do not head into the store until you have received these messages.

Q. How long do I have to wait until I can collect my order?

We offer same-day collection for Click & Collect orders placed within your chosen store’s opening hours. Any orders placed in the evening after the store is closed will be available next day. If you place your order before or soon after a store has opened, you will be able to collect it the same day, but please bear in mind it may not be immediately available until after approximately 11am. Next-day collection is also not available for stores on public holidays such as Christmas Day and Easter Sunday. We recommend before placing your order that you check the chosen store's opening times in our store finder.

Q. Where do I go in-store to collect my order?

Each store that offers our Click & Collect service contains a Collection Point. There will be signs in-store that will help direct you to where it is. Once you arrive, please ask a member of staff for assistance.

Q. What do I need to collect my order in-store?

To collect your Click & Collect order, you will need both the order confirmation email, and a form of ID such as a driving licence or passport. Present the order confirmation email (printed out, or on your phone) to the member of staff to scan and have your ID ready to confirm your identity.

Q. How long will the store hold my order until I can collect it?

Once your order has been picked by the store, they will hold it for you to collect at your convenience for up to 7 days.

After 7 days have passed, and you have still not collected your items, we will automatically cancel your order and refund you the full value of your cancelled items. The funds will be paid back into your account within 3 to 5 working days.

If you choose to re-order the same products, you will unfortunately have to place another order from scratch.

Q. Can I change which store I collect my items from after I’ve placed my order?

If you need to change which store you’re collecting your items from, we recommend getting into contact with our Customer Care team as soon as possible and we can help you arrange a change of store.

Q. How do I cancel my Click & Collect order if I change my mind?

You can cancel your order at any point up until it’s been collected. If you wish to cancel your Click & Collect order, we recommend contacting our Customer Care team as soon as possible.

Q. Can I return my Click & Collect order if I’m not satisfied with it?

Yes. You may return your Click & Collect items just like any other order, aside from excepting circumstances, such as non-returnable items. We offer flexible return methods, including returning your order to an alternative store. For more information on returns, please view our Returns & Refunds page.

Q. What will happen if the items I ordered for Click & Collect are unavailable?

In the rare occasion in which your selected store is unable to collect all the items in the order, we will inform you of this as soon as possible and offer you the chance to either continue to collect the available items from another nearby store, or cancel the order entirely for a full refund.

Q. Can I swap or exchange items in my order?

If you need to make any amendments to your order before it’s been collected, we advise reaching out to our Customer Care team as soon as possible so we can accommodate this.

If you wish to make equivalent value exchanges in-store once you’ve collected your items, such as swapping one colour for another, this can also be accommodated.

* Excluding Bank Holidays. Please be aware that factors beyond our control may delay your order.

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