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Click & Collect FAQ's

Are all products available for Click & Collect?
Yes, all products listed on our website are available for Click & Collect.
Click & Collect available at all our stores?
Yes, Click & Collect is available at all 40 stores nationwide.
Is Click & Collect a free service?
Yes, Click & Collect is free for orders.
What is Click & Collect and how does it work?
Click & Collect allows you to buy online and pick-up in store. Select the items you would like to purchase on our website and select your local store. Once your items are ready for collection, we'll let you know by email. Then just head in-store with photo ID and a copy of your confirmation email and pick them up.
How long does Click & Collect take?
This depends on the availability of items in that branch. Click & Collect can take between 1-5 business from purchase to collection. It may be items need to be sent from our Distribution centre or other stores.
Can I wait till all the items are ready for collection before picking them up?
Yes, you will be notified only when all items from the order are ready to be picked up.
Can someone else collect my order on my behalf?
Yes, they will require a copy of your order confirmation and photo ID.
How can I exchange my Click & Collect order?
Click & Collect orders can be exchanged in any one of our stores, like any other online order. If your local store does not have stock availability they may be able to source this for you.
Can I set a certain date to have my order collected?
Unfortunately no, we cannot promise or guarantee that Click & Collect orders will be processed at a certain amount of time as it does depend on stock availability.
All Click & Collect orders are subject to the 1-5 business day time from to be ready for collection.
How do I cancel my order and get a refund?
Click & Collect orders can be cancelled via our customer services team. Please email online@carolineeve.co.nz or call 0800227654 (0800 CAROLINE).
Can I just head in-store and pick up the items I want?
The store selected may not always have the stock of the item/s within your order. Sometimes we source items between stores to have then available for collection.
Why does my cart not let me select 'Click & Collect'?
In "Your Cart" it will provide the list of items you have chosen. However, once you "proceed to checkout" the Click & Collect option will be available under Shipping Options.
Can I send my Click & Collect order to my house for home delivery?
Please select "Get it Delivered" option at checkout instead. This is the courier option on our website. If you wish to change your Click $ Collect order to a delivery option, please contact our Customer Service team on email at online@carolineeve.co.nz or call 0800227654 (0800 CAROLINE).
Where does my order come from?
We try and fulfil your order at your local store however sometimes they may not have all the items you're after. In order to give you full access to our range we may source your item from another store. This process may take us longer to complete.
How long do I have to collect my order?
We hold Click & Collect order for 14 days once it's ready for collection. If you do not collect before this time we will cancel your order and refund the items. If you would like us to hold the items a little longer, please get in touch with us.
If you would no longer like your order then please let us know and we can cancel and refund this for you.

Can't find the answer to your question?

Send online@carolineeve.co.nz your question. At peak times it may take 2-5 business days to reply to your query.
To speak to us on the phone, please call 0800227654 (0800 CAROLINE).