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Collect+

 FREQUENTLY ASKED QUESTIONS 

  • How much does Collect+ cost?
    - The Collect+ service is £3.95 on orders which are under £30.00 and just £1.95 on all orders over £30.00.
  • Once my order has left Shoefish, can I track it?
    - Yes, Collect+ provides a tracking service which allows you to see where you parcel is. Collect+ will also provide SMS updates if a mobile number has been provided. You will receive your first notification when your parcel has been scanned in the store of your choice and further notifications on days 3 and 7 if you've not collected your parcel. The parcel will be returned to us if you haven't picked up your order by day 10. You can also track you order here, using the tracking code sent to you.
  • How do I select to have my order delivered to a Collect+ collection point?
    - When placing your order you will be able to choose Collect+ as a delivery option on the Delivery Options page before you get to the Payment page of checkout.
  • Why is Collect+ not available for my current order?
    - Unfortunately some items can’t be sent to a Collect+ collection point. We ship from different warehouses and some of our products can't be sent with Collect+ for this reason. Please note that this service is only available for items being shipped to customers in the UK.
  • How many Collect+ collection points are there?
    - Collect+ has over 6,000 stores throughout the UK and Northern Ireland. These could be your local Co-Op McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.
  • Where is my nearest Collect+ collection point?
    - During checkout, when you select Collect+ as your delivery method, you will also be able to select your nearest collection point.  Alternatively the Collect+ website offers a postcode or location search. Whilst on this page, you will be able to select your notification preferences.
  • When are Collect+ collection points open?
    - Nearly all Collect+ stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.
  • How long will it take for my order to arrive at my chosen Collect+ collection point?
    - Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from Collect+ via email and or SMS once your parcel is available for collection. This will include your unique collection code. Your item(s) will normally arrive at the collection point within 2 working days of your order being processed. Parcels are delivered to Collect+ collection points Monday to Saturday. A specific time for arrival cannot be given. We are unable to deliver on Bank Holidays so please allow an extra working day for this.
    Deliveries to the following locations may take up to two working days longer: The Scottish Highlands & Islands, The Isle of Wight, The Isle of Man, Northern Ireland
  • What do I need to take when I collect my parcel?
    - Please take your Collect+ collection code and proof of ID with you when you go to the collection point to collect your parcel.
  • When making a collection, what ID is accepted?
    - Collect+ collection points accept the following forms of ID: Driving license, Utility bill, Mobile phone bill, Wage slip, Bank statement, Cheque guarantee/credit/debit card, Bank/building society book, Passport, Cheque book
  • What should I do if I lose my collection code from Collect+?
    - If you have lost the collection code sent to you by Collect+ via email or SMS then please contact us to arrange for a new collection code to be issued, as you cannot collect your parcel without it.
  • What should I do if I don’t receive my collection code from Collect+?
    - If you haven’t received an email or SMS from Collect+ with your collection code and the parcel’s estimated date of arrival has passed, then please contact us on 0330 111 5454 and we will be able to help you.
  • Can someone else collect my order on my behalf?
    - Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.
  • What if my order includes back-order items? (1 or more items are awaiting stock)
    - We will contact you if this is the case but sometimes we are not able to fulfill all parts of your order at the same time. When this happens we will hold the dispatch of the whole order until the item/s we are awaiting stock have arrived with us. If it is not possible to wait for the whole order to be sent, please contact us.
  • How long will I have to collect my parcel?
    - Your parcel will be held at by Collect+ at their collection point for 10 days before being returned to us. You will receive reminders from Collect+ after 3 days and 7 days of the parcel arriving at the collection point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued.
  • What should I do if my parcel isn't available when I arrive at the Collect+ collection point?
    - Please contact us and we will look into it.
  • What should I do if I don’t want my order anymore?
    - Please call us on 0330 111 5454 as soon as possible if you wish to amend or cancel an order. If, your order has already been processed, then please do not collect the parcel from the Collect+ collection point. Any uncollected orders will be returned to us after 10 days and at this time, a refund will be issued.
  • What if I want to return an item I have collected from a Collect+ collection point?
    - If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.

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