FAQs
1. What is Click & Collect?
Click & Collect allows you to shop online and pick up your order at a selected store at your convenience.
2. How does Click & Collect work?
Simply shop online, select Click & Collect at checkout, choose your preferred store, complete your payment, and pick up your order once you receive a ready-for-collection notification.
3. Is there any fee for Click & Collect?
No, Click & Collect is free of charge.
4. How do I know when my order is ready?
You will receive an email or notification once your order is ready for pickup.
5. How long does it take to prepare my order?
Preparation time may vary, but most orders are ready within 3 hours.
Orders placed before the daily cut-off time 5pm will be ready for pickup on the same day.Orders placed after the cut-off time 5pm will be ready for pickup on the next day.
6. What do I need to bring for collection?
Bring your confirmation email and show the QR code and 4-digit pickup PIN to our staff at the counter. If someone else is collecting for you, please provide them with the 4-digit pickup PIN to collect your order.
7. Can someone else collect on my behalf?
Yes. If someone else is collecting for you, please provide them with the 4-digit pickup PIN to collect your order.
8. How long will the store hold my order?
Orders are typically held for 5 days. Please collect within this period to avoid cancellation.
9. Can I change my pickup location after placing an order?
No, once the order is confirmed, the pickup location cannot be changed.
10. What happens if I don’t collect my order?
If not collected within the holding period (5 days), your order may be cancelled and refunded according to policy.
11. Can I check item availability at different stores?
Yes, you can view availability or search other stores by postcode, outlet name, or address before checkout.
12. Can I change or cancel my order after placing it?
Orders cannot be changed once confirmed. To cancel, please contact customer service at customercare@bigpharmacy.com.my, or call your selected outlet directly before your order is ready for collection.
13. What happens if an item in my order is out of stock?
If any item in your order is out of stock, we will cancel the entire order and issue a full refund to your original payment method.
14. Can I pay at the store when I collect?
No, Click & Collect orders must be paid online at checkout.
15. Can I inspect my items before leaving the store?
Yes! You can check your items at the counter before leaving the store.
16. What if I receive the wrong or damaged item?
Please inform store staff immediately. We will arrange a replacement or refund according to our return policy.
17. Can I return or exchange items collected via Click & Collect?
Please check your items at the store upon collection. Once you have confirmed that the items are in good condition and have left the store, returns or exchanges will not be accepted.
18. Will I earn loyalty points for Click & Collect orders?
Yes, points are awarded for all eligible Click & Collect purchases once the order has been picked up.
19. Can I use vouchers or promo codes for Click & Collect?
Yes. Apply vouchers or promo codes at checkout when placing your order online.
20. Are Click & Collect purchases eligible for free gifts?
Free gifts are typically available for delivery orders only. If a promotion is eligible for Click & Collect purchases, it will be clearly stated in the promotion details.
21. What are the store collection hours?
Store hours are displayed on product page. Please collect your order within the specified store hours.
22. Can I collect my order earlier than the notified time?
No, orders must be collected after you receive the ready-for-collection notification to ensure they are fully prepared.
