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Chemist Warehouse - Click & Collect

Frequently Asked Questions

Here you will find the most frequently asked questions about Click & Collect. If the information below doesn't answer your query or concern, please feel free to contact our friendly Customer Service team via the Contact Us page, Click Here.

About the Service

Click and Collect is a free service and shopping method whereby a customer can shop online on our Chemist Warehouse website and collect their order in-store from their preferred participating store. Store opening hours and locations are detailed on our website.

Step 1: Browse products and check availability in your preferred participating Store

Customers will be presented with the option to check stock at their preferred participating Chemist Warehouse Store on the product description page and can select the Click and Collect option at checkout.

Step 2: Add to your cart and head to the checkout

Add the products to your cart and proceed to checkout where you will be presented with Click and Collect as a delivery option from your preferred participating store.

Step 3: Order Confirmation

Once you have placed your order, you will receive a confirmation email that includes details of your order and links to key information. You will also receive an email when your order is ready for collection.

Step 4: Order Pick Up

Customers will be notified when their order is ready for collection and will be continuously updated throughout the order life cycle by email and SMS (for reminders).

To collect your order in-store please proceed to the checkout located in store or alternatively advise a staff member that you are here to collect your order.

For security reasons, when collecting your order in-store please make sure you bring the following:

  • Email confirmation of the order
  • Credit card that was used to purchase the products (if a credit card was used)
  • Photo ID: includes Drivers licence, passport, proof of age card, government or armed services identification card

Please note the nominated name on the ‘Order Confirmation’ email must match the name on the photo ID.

If a different collector is nominated during the checkout process when submitting the order online, the different collector will also need to provide:

  • Email confirmation of the order
  • Credit card that was used to purchase the products (if a credit card was used)
  • Photo ID: includes Drivers licence, passport, proof of age card, government or armed services identification card

After an order is ready for pick up and awaiting collection, the order will be held for 7 days. The customer will also be provided with a reminder that the order is awaiting collection.

To check that an item is in stock and available for Click & Collect, select your preferred store from the product description page.

Most of the products we stock or sell that are non-medicinal can be ordered using Click and Collect.

Certain products such as scheduled medicines and prescription medicines are not included in the Click and Collect service.

Yes, the Click and Collect service is available during peak periods such as Christmas. However, processing times may vary and some products may not be available for Click and Collect.

We are not able to accept an order that includes items for Click & Collect services as well as items for home delivery, so in these cases you will need to place two separate orders – one for collection and one for delivery.

When customers make a purchase during the checkout process, the payment is processed and a hold is placed on the transaction. When the order has been processed and is awaiting collection, the transaction will then proceed and the payment deducted. Please note your purchase will be listed as Epharmacy Group Pty Ltd, Chemist Warehouse and Epharmacy are owned by the same entity.

For any queries in relation to the Click and Collect service contact our Customer Services team on 1300 367 283 or contact us at info@chemistwarehouse.com.au.

Order Processing

We endeavour to process orders within a 4-hour timeframe. However, from time to time situations may occur where this is not possible, there may be occasions such as peak periods where the processing time may slightly vary.

If an order is placed 4 hours before store closing, the order may not be available for pick up until 11am the next day.

Customers will be notified when their order is ready for collection.

Customers will be continuously updated throughout the order life cycle.

Email notifications include:

  • Order Confirmation
  • Order Short Pick
  • Order Cancellation
  • Order Refund
  • Order Awaiting Collection
  • Order Collected

Customers will receive notifications via email and they will also receive reminders via an SMS notification.

Yes, customers will receive an email to confirm that their orders are ready for collection. Customers will also receive a reminder notification via SMS.

After an order is ready for pick up and awaiting collection, the order will be held for 7 days. The customer will also be provided with a reminder that the order is awaiting collection.

On occasion an item in-store may be damaged or missing and we will only find out when we pick your order. If there is no stock available after placing your order, you will receive a notification via email.

The options that will be provided to the customer include the option to:

  • Cancel your order (Payment due will be cancelled)
  • Wait for stock (Order fulfillment continues when stock is back in-store)
  • Proceed with your order without the item that is out of stock (Payment due will be adjusted accordingly)

To respond to these options customers will be directed to their Chemist Warehouse account page. Please note customers must respond to this notification to proceed with their order or to cancel the payment due.

Collecting an Order

To collect your order please proceed to the checkout located in store or alternatively advise a staff member that you are here to collect your order.

For security reasons when collecting your order in-store please make sure you bring the following:

  • Email confirmation of your order
  • Credit card that was used to purchase the products (if a credit card was used)
  • Photo ID: includes Drivers licence, passport, proof of age card, government or armed services identification card

If a different collector was nominated during the checkout process in the field provided when submitting the order online, the different collector will also need to provide:

  • Email confirmation of your order
  • Credit card that was used to purchase the products (if a credit card was used)
  • Photo ID: includes Drivers licence, passport, blind citizens card, proof of age card or police, government or armed services identification card

For security reasons, please note an order will only be released to the person that placed the order or the collector nominated during the checkout process.

Refund and Cancellations

A cancellation can be requested before or while an order is being processed, up until the order has been marked as collected. To cancel your order, log in to your Chemist Warehouse account page using your email and password and there will be an option to cancel your order after logging in. Alternatively contact the Customer Services team on 1300 367 283 or contact us at info@chemistwarehouse.com.au.

After cancelling your order, the payment due will be cancelled accordingly.

All refunds will be processed as per our refunds policy located here: https://www.chemistwarehouse.com.au/aboutus/returnspolicy

Refunds will be processed via the original means of payment selected when purchasing the product online on our website during checkout.