Click and Collect Orders FAQs

Important!

As a Specialist Vape Retailer, it is our responsibility to ensure that we only serve customers that are 18 years old or over. As such please note the following when collecting your order:

• No other form of ID will be accepted unless specified. That means no Student ID or Work ID. 
• If you enter the store with someone to collect your order, our team may be required to check you and everyone entering the store with you. If anyone fail to provide a valid ID, your order will be cancelled. 

If you are collecting your order with another person, our team may be required to check the other person's ID. Failure to provide ID will result in your order being canceled. 

We will not be able to provide any Click and Collect orders for anyone coming into the store with a minor (regardless of age).

Q: Which store will have Click and Collect?

A: All Shosha stores will offer Click and Collect?

Q: How long will it take for my order to be ready for Click and Collect? 

A: We aim to have your order ready on the same day. However this is not guaranteed - please allow 2-4 business days if your order is not ready within 24 hours. 

Please note that Click and Collect orders may take longer to process as payment and verification may not be immediate. 

Q: How will I know when my order is ready to be collected?

A: We will send you an email and text message. Do not come to the store unless you receive the confirmation to collect your order.

Q: Do I have to do anything before leaving the store with my products?

A: We highly recommend inspecting all products to ensure it is correct and there are no damages. If you have ordered a glass product, no warranty will be provided for any damages found after leaving the store.

Q: What IDs are acceptable?

A: Only the following are accepted

• Passport
• Driver's License
• Kiwi Access Card

Q: Can I pay using other payment methods for Click and Collect?

A: Yes. You will have access to all payment options including Laybuy and Bank Transfer.

Q: Can I pay in-store when I collect my order?

A: No. You will need to pay during checkout in order for us to process your order. 

Q: Can I nominate someone to collect my order?

A: Yes. This will be available on the checkout menu. 

Q: What if the person that I have nominated cannot collect my order or I wish to change the person collecting the order?

A: We can only provide the products to the person who's been nominated to collect the order and won't be able to change the name of the collector for any reason. If the person nominated cannot collect the order within 14 days, the order will be cancelled and a fee may be charged prior to the refund being issued. 

Q: What do I need to bring with me to collect my order in-store when it's ready?

A: You will need to provide a valid ID, order confirmation (email) and also your passcode (sent to you via text message).

Q: How long do I have to collect my order?

A: You will have up to 2 weeks to collect your order from the time it is marked as ready to be collected. Anytime after that, your order may be cancelled and you may be charged a fee. 

Q: I want to cancel my Click and Collect order.

A: Please contact us either by calling us during business hours on 0800 746 742 or completing our contact form. Cancellation may be subject to a restocking fee. Please refer to our T&Cs for more info.

Q: Is Click and Collect free?
A: Yes. We don't charge you to collect your order. 

Q: Are all products available for Click and Collect?

A: This will depend on stock availability at the store you wish to collect from. 

Q: Can I exchange an item on my order?

A: Yes. Please do so when you visit the store to collect your order. Please view our T&C for more information.

Q: If I have an issue with my Click and Collect order, who do I contact?

A: You can visit the store or complete a warranty claim by submitting a ticket.