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Click & Collect FAQ's

What is Click & Collect?

Click & Collect is a service that allows you to buy on-line and collect purchases for FREE in selected Ann’s Cottage Stores.  Items ordered on this service will take 2-3 days from point of purchase to be available for collection in your selected store.


Which Ann’s Cottage Stores are offering the Click & Collect Service?

Cornwall Surf Centre








How soon will I be able to collect my order?

Your order will reach the store 2-3 days after you place your order.  Our Customer Services team will be in touch if there are any problems with your order but please note that during busy periods, i.e. Christmas, Sale or Holiday periods, it may take a little longer.


How will I know when to collect my order?

You will receive two Emails – one to confirm we have received your order and one to confirm when your order will be available for collection.


How long have I got to collect my order?

We will hold your parcel in store for 28 days.  After this period a member of our Customer Services Team will contact you to ask you still require the items and would like them posting to you.  Please note that orders valued at less than £50 would incur a £2.99 delivery charge which would need to be paid before the order could be posted to you. 



Can somebody collect the order on my behalf?

Yes.  They will need to bring your order confirmation (either on paper or on a phone/mobile device) and a form of ID, i.e. driving licence, work related ID card, bank card, etc.


What if my purchase is unsuitable?

You may return any item purchased with to any of our stores – this includes Click & Collect orders.  Please note the store can only pass the items back to the Website Customer Service Team who will deal with any refunds or queries.  Please ensure that you include your details and instructions with the return so our team can deal with the return promptly.  All refunds are processed within 24 hours of receipt by the Website Team.

  • The product is returned undamaged and in a saleable condition with all labels and swing tags intact.
  • For hygiene reasons, underwear is non-returnable even if the hygiene label is intact.
  • Swimwear can only be returned with the hygiene label intact.
  • Wetsuits & GoPro cameras/accessories can only be returned if labelling and packaging is intact and unused.


Can I try my items on when I collect them in store?


  1. Please ensure that you speak to a staff member in store so they are aware that you are trying items on which have already been purchased.


Can I return an item immediately if I have looked at it/tried it on and I no longer require it?


  1. The item will need to be returned to the Website Customer Service Team who will handle any refund so please ensure that you enclose details with the returned item so our staff can identify the order which the return relates to and can then process your refund correctly.  All refunds are carried out within 24 hours of receipt by our Website Team.


If I leave a return in store for delivery back to the Website Customer Service Team, how long will it be before if receive confirmation of my refund?


For most stores there is transport between the store and the Website on a daily basis so it should be a maximum of 48 hours before you receive your confirmation of refund.  The exceptions to this are our stores in Falmouth and Bude as we only have transport three days per week so there may be a slight delay if the return is coming through either of those stores.


How and when is my refund processed?


You have 28 days from collection date to return the item in store or to our return address for a refund or exchange (exchanges are dealt with by our Website Customer Services team and cannot be dealt with in store for orders).  Each order comes with a Return Form which should be completed in respect of all items being sent back to us for refund or exchange.


As soon as any refunds or exchanges have been completed, a confirmation is issued by the Website Customer Service Team.


I have missed the 28 day deadline for returning an item.


Please contact our Website Customer Service Team on 01208-869924 (9.00 a.m to 5.30 p.m. 7 days a week) or email our team on


Can I change my collection point?


Please contact our Website Customer Service Team on 01208-869924 (9.00 a.m to 5.30 p.m. 7 days a week) or email our team on and they will look at your request.


Can you post the parcel to me as my plans have changed?


It will be no problem to post the parcel to you.  For UK orders valued at £50 and above, within the UK, the parcel would be posted to you on a 2-3 day service with Royal Mail, free of charge.  For orders below £50 within the UK a charge of £2.99 would be made prior to posting the parcel to you.  For International Parcels, a charge of £12.99 would be made.