Click and Collect

ABOUT CLICK AND COLLECT

Click & Collect is a convenient, free service that allows you to shop online and pick up your items at a store of your choice. Simply add your items to your cart and select Click & Collect when checking out.

ORDERS & PROCECESSING

How long does my order take to process?

Your order is typically ready for collection within 4 hours of being placed.

If your order is placed under the following conditions, collection will be available as outlined below:

Within 4 hours of store closing time: Your order will be ready for collection the next day
Public holidays: Your order will be ready for collection on the next business day
Peak periods: There may be delays during busy periods. We will notify you via SMS and email as soon as your order is ready for collection

How do I know the status of my order?

You will receive updates on the progress of your order via email and/or SMS.

If your request is urgent, please contact the store directly. Store contact details can be found on our Store Locator page.

What do I need when collecting my order?

Collecting your order is simple, bring any form of valid photo identification (ID) along with your order confirmation email. A one-time unique code will be sent via SMS. Simply provide us with this code upon collection.

Can someone else pick up my order?

Yes, you can nominate someone else to collect your order as long as they provide:

Order confirmation (email)
A valid form of Photo Identification (ID) of the collector
A unique one-time code sent through SMS

We recommend ensuring the designated person is nominated at checkout to collect your order.

How long will my click & collect order be held?

Your Click & Collect order will be held securely at the premises for 14 business days. If you require an extension, please contact the store directly.

If your order is not collected within 14 business days and we have not heard from you, it will be cancelled and refunded to your original payment method.

STOCK, REFUNDS & CANCELLATIONS

Can I cancel my order?

Yes, Click & Collect orders can be cancelled. If you need to cancel your order, please call the store as soon as possible.

Order cancellations may take up to 48 hours to be processed, with refunds issued to the original payment method used at checkout. You are not required to attend the store.

Can I return my click & collect order?

We strongly encourage customers to check their order upon collection to ensure they are satisfied with their purchase. Once collection is completed, we are unable to accept change-of-mind returns.

However, if you believe your item is faulty, please email onlinecs@directchemistoutlet.com.au or visit the store directly for a replacement or resolution.

For product eligibility, please refer to our Returns Policy page.

Can I change my pickup store after placing my order?

Unfortunately, store locations cannot be changed once an order has been placed. If you need to cancel your order, please email onlinecs@directchemistoutlet.com.au or contact the store directly for assistance.

Can I change, add, or remove items to my Click & Collect order after placing it?

Unfortunately, we cannot amend your order once it has been placed, as payment has already been processed.

If you wish to make an additional purchase, please contact the store and the transaction can be processed as an in-store purchase.

What happens if stock is no longer available after my order has been placed?

At Direct Chemist Outlet, we are committed to maintaining high standards of quality and efficient service. However, in some cases, stock may become temporarily unavailable if it is purchased in-store at the same time your order is being processed.

If this occurs, we will contact you promptly via phone or email to provide the best possible solution.