Click + Collect T&Cs

Click and Collect T&Cs

Once you've placed your order

You will receive confirmation of your original order by email. If you can’t locate the email message, please ensure that you check your spam folder.

We aim to have your goods available to collect within 1 hour – and will send you an email regarding the collection instructions.

Note that if you place an order within 1 hour of the store closing hours then your items will be available the next day. Do not make a special journey to your collection store unless you’ve received an email advising that the goods are ready for you to collect. You can contact your order’s collection store using the information found in the order email notification.

What do I need to bring to collect my order?

Your goods will be available from the Collection point location, as shown on your order collection email.

You are required to bring a copy of the order confirmation. This can be a copy of the order as shown on your phone or a printed copy of the order. Should someone else be collecting on your behalf, they too will need to bring a copy of your order confirmation.

Proof of age will be required for age restricted products. Ensure that you bring proof of verifying your age. Any order that includes age-restricted items will not be released to anyone collecting on the customers behalf.

Challenge 25

UK Retail Consumer laws control the quality and safety of goods and services. In some cases, goods (such as knives) cannot be supplied to anyone below a certain age. At Trago, we operate a Challenge 25 policy for purchasing any age-restricted goods. Please make sure that you have valid photo I.D. when collecting your items, otherwise the collection may be declined.

Age restricted products can only be collected by the person who placed the order. Any order containing age restricted products will not be released to anyone collecting on the customers behalf.

Can someone else collect my order on my behalf?

We’re happy for someone else to collect your order on your behalf, however, the person you’ve nominated must present a copy of the order confirmation or order number.

Please note: Age restricted products cannot be collected by anyone other than the person who placed the order.

Can I cancel my Click & Collect Order?

If you are unable to collect your order, please contact the store shown on your email order confirmation and our Customer Services team will offer you alternative collection date. If you do choose to cancel the order, then please allow up to 10 days for a refund. You will receive email confirmation of your cancellation.

In addition, if you don’t collect your order within 7 days, we’ll cancel your order. Allow 10 days for your refund.

Cancellation Exceptions: We are unable to offer refunds or exchange products that have been cut-to-size, made-to-measure, or mixed to your individual requirements. If the product you purchase is faulty, or not as described, we may offer an exchange, refund, or repair as appropriate. Your consumer rights are not affected.