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CollectPlus - Frequently Asked Questions

Delivery FAQ's

How do I get delivery with CollectPlus?

When you are placing your order in the checkout, you will have the option to pick a delivery method or choose click and collect. Select the latter to be able to select a store to collect from and complete your order to confirm.

What shops provide a CollectPlus service?

Local stores such as Tesco Express, the Co-Operative, McColl’s and Londis (not all branches may participate, you’ll need to check using the Store Locator). You can select your nearest store during the checkout process. Simply select CollectPlus as your delivery method and then select your nearest collection point.

How long will it take to arrive?

With CollectPlus your item will usually arrive at your chosen store within 2 working days.

Where is my nearest CollectPlus collection point?

You can check that by typing in your delivery postcode here.

When will I know my parcel has arrived at the collection point?

When you have completed your order, your items will be dispatched. You will then receive an email (or SMS updates if you provided a mobile phone number), from CollectPlus when your order has been delivered and is available for collection (this is not the same as your order dispatch email direct from us - please wait for your email from CollectPlus before visiting the store). This will have your Collection Code on which you'll need to have with you, either printed out or presentable on your phone.

When are CollectPlus collection points open?

You’ll have to check the stores opening times for the branch. You can send and receive parcels for as long as they are open.

What will I need as proof when collecting my parcel?

When you collect your parcel from the CollectPlus delivery point, you must bring your collection code which you can find in your delivery confirmation email from CollectPlus. You also need to bring a form of ID. The forms of ID which can be accepted are:

  • Driving license
  • Passport
  • Credit or debit card
  • Utility bill
  • Mobile phone bill
  • Wage slip

Can someone else collect my order on my behalf?

Someone can collect your parcel on your behalf. They need to have proof of your ID (as above) as well as your collection code.

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

Please contact our customer service team directly and we’ll happy to rectify this for you as soon as possible and get you a Collection Code.

How long have I got to collect my item?

The store will hold your item for 10 days. You’ll also get reminders after 3 and 7 days that your parcel is waiting for you. After that it’s returned to us. You'll then need to get in touch with us to re-arrange a delivery.

How much does CollectPlus cost?

There is a standard fee of £4.95 for all orders with delivery via CollectPlus.

Why is CollectPlus not available for my current order?

We can only deliver certain items via CollectPlus. For example, we can only ship items that are deliverable by a one man courier team (or a parcel no greater in size than 60cm x 50cm x 50cm). To check if your item is deliverable before placing your order, please see the delivery information tab on the product information page.

How long will it take for my order to arrive at my chosen CollectPlus collection point?

If an item is in stock, standard delivery should take no more than 5 working days, but usually between 2-3 working days.

How will I be updated?

Delivery is tracked and you'll be e-mailed updates. If you provided a mobile telephone number in your order details, you’ll receive SMS updates every step of the way.

Once my order has left Appliances Direct can I track it?

Yes, once we’ve dispatched the item(s) you’ll be able to track the parcel on the CollectPlus website here. Or through our Order Tracking portal here.

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

If this situation arises and your order hasn’t been dispatched yet, let us know immediately and we can cancel the order for you without charge. If the order has already been dispatched, you’ll have to follow the regular returns procedure.

Why can’t I order products on finance and deliver with CollectPlus?

Due to the terms and conditions of the finance application process, we are unfortunately unable to offer CollectPlus services with any order which is placed, paid for on a finance package.

Why can’t I order products with PayPal and deliver with CollectPlus?

As per PayPal's Terms, any order ordered with PayPal must be delivered to the Billing Address. As such, we are unfortunately unable to provide a CollectPlus service for this.

Returns FAQ's

I want to return my item, how do I do that?

If you decide that you would like to return your item, please follow these steps;

1)  Create a Returns Merchandise Authorisation (RMA) Form in the Order Tracking portal click here. This will create a record of your return and let us know you want to return the item.

2)  Simply attach the CollectPlus returns sticker to the parcel. You’ll get one inside your original parcel, but you can get another from us if needed. Please also include the returns slip which comes with your original parcel so we can identify your package.

3)  Take your parcel to a CollectPlus shop and return for free and get your receipt. This will also have a tracking number on it so you can see when the parcel has arrived back with us.

What paperwork do I need to send back?

Inside your original parcel, you’ll find your invoice. There’s a returns slip attached to it and you need to fill out that slip and include it inside your parcel so we can reference your return.

Do I need to return my order in the original packaging?

Yes, please let us know before you send your item if you do not. Although please bear in mind, if the item is an unwanted return, we can only accept your return if the item is in an unused, fully usable condition.

How long will it take to get back to you?

It can sometimes take up to 5 working days for a parcel to reach back to us and an additional 5 working days for us to process the item through our returns department.

How do I track my item when it’s being returned to you?

On your receipt you’ll see a tracking number. Log on to the CollectPlus Website here. Enter the CollectPlus tracking reference from your receipt and they will present the tracking information for your parcel.

How long will it take to get my refund?

Once the parcel has arrived with us and has been processed by our returns team, it will take 3 -7 working days to process a refund back to your account.

What happens if my return does not reach you?

Please contact our Customer Service team and we will deal with this situation for you.

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