Click & Collect

When your Click & Collect order is ready for collection, you will be notified by SMS and email. You or the nominated collector will be required to provide: 

• A copy of the order confirmation email (digital or printed).  

• A valid form of photo identification. 

• If a credit card was used to purchase the order, you will be required to quote the last 4 digits of the card.  

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

Yes, when completing your order online you will have the option to nominate someone else to collect your Click & Collect order. At the time of in-store collection, the nominated collector must provide:   

• A copy of the order confirmation email (digital or printed).  

• A valid form of photo identification of the collector; as stated in the email when the customer is notified the order is ready for collection. 

• If a credit card was used to purchase the order, you will be required to quote the last 4 digits of the card.  

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

You will be updated on the status of your Click & Collect order via SMS and email throughout the process. We will send you confirmation when your order is ready to collect.  

Additionally, you can login to your Chemist Warehouse account and view orders by selecting My Account. Please ensure you are using the same email address used to place the order. 

Having trouble logging in? Learn more about My Account.

Click & Collect orders will be ready for pick up within 4 hours*. Unless you place your order near the store closing time, then you can expect your order to be ready for collection by 11am the next day.  

 *During peak trading periods, order processing times may vary.  

Click & Collect orders must be collected within 20 days of receiving confirmation your order is ready for collection.  If your order is not collected within this timeframe, it will be automatically cancelled.

Unfortunately, the below products cannot be ordered through Click & Collect:  

• Pharmacist Only Medicines (Schedule 3),  

• Prescription medication,  

• Refridgerated consumable products, and

• Online-Only products.

Occasionally there may be an issue when processing your Click & Collect order in-store. A product may be damaged or missing, resulting in stock unavailability when picking your order. 

If this occurs, you will be contacted via email with options to proceed with your order. You need to follow the instructions outlined in the email – if you do not respond, it will cause a delay in us being able to process your order.  

You can cancel your Click & Collect order at any time. To do this, please contact our Customer Service team to request a cancellation of your order. Reach out via Contact Us.

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

Instead, the ‘Chemist Warehouse Online’ transaction will disappear from your account in 3-5 business days. 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, we accept exchanges and change of mind returns on Click & Collect orders in line with our Returns Policy. To initiate a return, you will need to visit the store that processed your order.  

For more information on exclusions and policies, please refer to Returns & Refunds.