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 & Collect is a shopping method whereby a customer can shop online at Chemist Warehouse and collect their order from a local participating store.

STEP 1: BROWSE PRODUCTS AND CHECK AVAILABILITY IN YOUR PREFERRED PARTICIPATING STORE

You can browse products from your preferred participating Chemist Warehouse (CWH) Store on the product description page.

STEP 2: ADD TO YOUR CART AND HEAD TO THE CHECKOUT

Add the products to your cart and proceed to the checkout. Prior to payment, you can choose Click & Collect as an option at your preferred participating store. You can also nominate a collector to pick up the order on your behalf.

STEP 3: ORDER CONFIRMATION

Once you have placed your order, you will receive a confirmation email & text message that includes details of your order, and links to key information.

STEP 4: ORDER PICK UP

You will receive an email and a text notification when your order is ready for collection.

To collect your order in-store, proceed to the Click & Collect area and a staff member will be ready to assist.

Upon collection, you will be required to confirm and sign for your order.
Please bring the following:

  • Order Confirmation email (Hard or soft copy)
  • Photo ID: includes Driver’s license, passport, blind citizens card, proof of age card or police, government or armed services identification card
  • The Credit Card used for payment (if a credit card was used)

IMPORTANT NOTE:The Nominated Collector must provide the Credit Card used in the transaction upon collection if one was used.

2. PROCESSING AN ORDER

You can expect for the order to be ready for pick up within 4 hours. If your order is placed within 4 hours of the stores closing time, you can expect your order to be ready by 11am the next day.

In peak periods, time for orders may vary slightly.

You will be notified by email & text message when your order is ready for collection.

Yes, you can nominate a different collector at the checkout. The nominated collector must provide:

  • 1. Order Confirmation email (Hard or soft copy)
  • 2. Photo ID
  • 3. The card used for payment (if credit card used)

For security reasons, an order will only be released to the person nominated as the collector during the checkout process. A signature upon collection is still required.

You will be continuously updated throughout the order process.

Email notifications include:

  • Order Confirmation
  • Order Ready for PickUp
  • Order Collected
  • Order Refund
  • Order Partially Fulfilled
  • Order Cancellation

SMS notifications include:

  • Order Confirmation
  • Order Ready for PickUp
  • Order Collected
  • Order Refund
  • Order Partially Fulfilled
  • Order Cancellation
  • Reminder to collect after 5 days

1. Login to your Chemist Warehouse account using the same email address used to place your order.

2. Click on ‘My Account’ to view all past orders.

3. Select the Order ID you are wanting to track.

4. Select ‘Track My Order’ and you will be able to view the status of your order.

You can gain access to your order status through the link provided in the communication sent via email/SMS.

If you did not receive either communication and cannot access your Chemist Warehouse account you can contact your Click & Collect store to check the status of your order.

You can access your order at any time by logging into your Chemist Warehouse account.

You may not be receiving notifications due to the following:

  • You may have entered the wrong email address or contact number while placing the order
  • You may have has used a landline phone number when placing an order therefore cannot receive SMS notifications
  • You may have mistakenly placed an order for online delivery rather than C&C

Notify your store that you are not receiving email/SMS notifications and they will be able to notify you if your details are correct.

If your details need to be updated, please call Customer Service on 1300 367 283, Monday to Friday 9am – 5pm.

Yes, the Tena promotion is available through Click & Collect. For you to receive the “Buy 4 Get The 5th Free” offer with Tena, you must purchase all 5 products in one transaction. This will automatically deduct the amount for the free item upon checkout. You will not receive tokens through Click & Collect as you do in store when you purchase more/less than 5 products.

No, refrigerated products cannot be ordered through Click & Collect.

As fridge lines are a consumable, we cannot maintain correct temperatures outside of the fridge.

3. COLLECTING AN ORDER

Yes, you will receive an “Order Ready for Pick Up” notification through email and text message.

To collect your order please proceed to the designated Click & Collect area located in store or alternatively advise a staff member that you are there to collect your Click & Collect order.

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

  • 1. Order Confirmation email (Hard or soft copy)
  • 2. Photo ID NOTE: This is clearly stated in the email customers receive when the order is ready for collection.
  • 3. The card used for payment (if credit card used)
You will be required to sign for your order upon collection.

Yes. Increase the brightness so that the barcode can be scanned.

Click & Collect orders will be held for 7 days after being confirmed as ready for collection.

On the 5th day, you will receive a reminder text to pick up your order.

On the 7th day, the store may contact you to confirm if you wish to collect your order or have it cancelled.

If you wish to extend this period, please contact the store.

No, we do not price match using the Click & Collect service.

If you would like for the items to be price matched, the staff in store can cancel the Click & Collect order and put it through the registers instead so that the price match discount can be applied.

4. SHORT PICKED ORDERS

Occasionally, an item in-store may be damaged or missing and staff only find out when picking the order. If there is no stock available after placing an order, you will receive a notification via email and text notifying you of the “short picked” item.

You will have different options to select from to proceed with the order:

  • Partial Cancellation
    (Cancel unavailable items and proceed with remainder of order, payment due will be adjusted accordingly)
  • Wait for Stock
    (Order fulfilment continues when stock is back in-store)
  • Cancel Order (Payment due will be cancelled)

NOTE: you will not have the option to partially cancel your order if a discount code has been applied or you have purchased items that are part of a Multi-Buy

To respond, you will be able to select an option from the email or text message. This will redirect you to the Chemist Warehouse webpage once confirmed.

You must respond to this so staff can continue with your order accordingly. The order will not be ready for collection if you do not respond.

No, we do not provide rainchecks.

When you place an order via Click & Collect, the total cost of the order is taken out and is in a pending state in your account.

If your order is then short-picked, the initial amount is released back into your account (within 3-5 business days) and the new total is then taken out and is in a pending state in your account.

Once the order is collected, this payment is then no longer pending and is taken by Chemist Warehouse Online.

If your order is partially fulfilled, and you are only given the option to ‘Wait for Stock’ or to ‘Cancel’ your order in full - it could be due to the following reasons:

  • 1. You only ordered one product
  • 2. You have purchased products that are a part of a Multibuy Special (e.g. 2 for $4.00)
  • 3. You have used a discount code upon checkout

You cannot partially cancel your order due to the operating system not being able to process the discount as it is taken off the entire order not the products individually.

You can choose to wait for stock or cancel the entire order.

Wait for stock: if selected, when the missing product becomes available and is added to their order – you will be notified by email when the whole order is ready for collection.

Cancel the entire order: if selected, the transaction for your order in your account will be reversed. You can place a new order without the unavailable product/s.

5. REFUNDS & CANCELLATIONS

Yes. Refunds must be processed at the same store where the Click & Collect Order was collected.

All refunds will be processed according to our Refund Policy located here: www.chemistwarehouse.com.au/aboutus/returnspolicy

Yes, refunds can be provided to orders that have been placed through Afterpay.

You can cancel your order at any time through your your Chemist Warehouse account.

Alternatively, you can contact the store to request for them to cancel the order.

When your order is cancelled, you won’t get a ‘refund’ in the form of a credit back into your account.

What will happen is that the ‘Chemist Warehouse Online’ transaction will disappear from your account after 3-5 business days as if it never occurred. You will not see a positive or negative charge in your account.

You should contact your bank if after 3-5 business days the pending transaction remains in your account.

Yes, just as a refund works with a credit card, the money will be reverted onto the original gift card that was used to pay for the order.

This is also subject to the gift card company’s T&C’s.

If you are no longer in possession of the gift card used to make the purchase, you must contact the issuer of the gift card.

6. SUPPORT

A copy of your receipt/invoice can be found in the ‘Your Click & Collect Order Has Been Collected’ email through a link saying, ‘DOWNLOAD TAX INVOICE’.

If you are unable to access this email, you can also log into your Chemist Warehouse account and view past orders as well as their invoices.

If you are having any problems with your order, the staff at the store where you have placed your order can assist you. If the store staff cannot assist, they should contact our Customer Service team on 1300 367 283, Monday to Friday 9am – 5pm.