Updated: 28 May 2021

Contactless Click and Collect - Melbourne CBD & Box Hill Stores

We are now offering contactless Click and Collect in both Box Hill & Melbourne CBD stores for all customers permitted to travel to the stores. Our Click and Collect service is available

Box Hill
Monday to Saturday from 9:30am to 4:30pm
Sunday 10:30am to 3:30pm

Melbourne CBD
Monday to Friday 9:30am to 4:30pm
(Closed Saturday & Sunday)

We are doing our best to prioritise Click & Collect orders and have them available for collection as soon as possible; but please understand that under these challenging circumstances this may take a little longer than usual.

We have updated our Click and Collect procedure in line with current contactless regulations. Please follow the below steps to place a Click and Collect order:

Step 1: Choose your products online

Add the products you would like to purchase to your shopping cart and when you are ready, proceed to the check out.

Step 2: Choose store pickup

On the shopping cart page select Store Pickup as the delivery method.

Note: You will only be able to select store pickup for items currently in stock at the store you wish to collect them from.  (For example, Click & Collect may not be available for Box Hill if the stock is located at the CBD store or at our warehouse).  You can either contact us to arrange a store transfer of the unavailable items or remove them from your cart to proceed.

Step 3: Select Click and Collect as your shipping method

On the shipping page select Click and Collect as your preferred delivery method and then complete the checkout process. Please ensure that the correct Click & Collect store is selected. 

Step 4: Wait to hear from us

When you've placed your order you will receive an email to confirm that we have your order and are processing it ready for collection. We will get your order organised as quickly as we can, but hang tight, we'll call or email you as soon as your order is ready to collect!

Step 5: Get ready to collect your order

You will receive a confirmation email once your order is ready to collect. Please bring some photo ID so that we can verify we are handing over your order to the right person! High value orders may need to bring some further verification however this will be outlined in an email if required.

Step 6: Collect your order

Box Hill Click & Collect Procedures

If heading to our Box Hill store at 444 Station Street, Box Hill during our hours of Monday to Saturday from 9:30am to 4:30pm or Sunday 10:30am till 3:30pm, we currently have the following contactless procedure in place when you collect your order:

  • Park in the bays directly in front of the store.
  • Please remain in your car, have your Driver’s Licence ready to show our team member through your window and open the boot so we can place your products inside.
  • Alert our customer support team of your arrival by calling 8797 2222 ensuring you have your order number handy as we will require the order number.
  • One of our team members will bring your order directly to your car. We require verification of your Photo ID through your car window, and your Driver’s Licence Number will be recorded in place of your signature.
  • Your purchase will be placed in the boot of your car. Please ensure there is enough room for any bulky item to be placed.
  • Please do not exit your vehicle at any time. Entry into the store will not be permitted.

Melbourne CBD Click & Collect Procedures

If heading to our Melbourne CBD store during our hours of Monday to Friday 9:30am till 4:30pm, we currently have the following contactless procedure in place when you collect your order:

  • Alert our customer support team of your arrival by calling 8797 2222 ensuring you have your order number handy as we will require the order number.
  • One of our team members will bring your order directly to the front door.
  • Please have you drivers licence ready and hold this up to the glass door. We require verification of your Photo ID through our front glass door, and your Driver’s Licence Number will be recorded in place of your signature.
  • Please take 2 steps (1.5m) back from the door, so we can open the door and place your order outside the front door on the ground. 
  • Wait until we close the door, step forward and pick up your order.
  • Entry into the store will not be permitted.

FAQs

Click and collect allows you to purchase goods online through the Metro Hobbies website and pick them up in one of our stores at a time that's convenient to you.

Step 1: Choose your products online
Add the products you would like to purchase to your shopping cart and when you are ready, proceed to the check out.

Step 2: Choose a pickup location
On the shopping cart page select Store Pickup and choose the pickup store location which you would like to collect your order.

Note: You will only be able to select a store where all pickup items are currently in stock; you can either contact us to arrange a store transfer of the unavailable items or remove them from your cart to proceed.

Step 3: Select Click and Collect as your shipping method
On the shipping page select Click and Collect as your preferred delivery method and then complete the checkout process.

Step 4: Wait to hear from us
When you've placed your order you will receive an email to confirm that we have your order and are processing it ready for collection. We will get your order organised as quickly as we can, but hang tight, we'll email you as soon as your order is ready to collect!

Step 5: Collect your order in-store
You will receive a confirmation email once your order is ready to collect. Please bring the copy of your order confirmation email, the credit card used to make the purchase, plus some photo ID so that we can verify we are handing over your order to the right person! High value orders may need to bring some further verification however this will be outlined in an email if required.

We will do our best to have your order ready to collect as soon as possible! This will usually be within a few hours but during busier periods can take a little longer, particularly on weekends. You will receive a confirmation email as soon as your order is ready to collect. If you come in prior to receiving your ready to collect confirmation email we cannot guarantee your goods will be in store or processed for pickup. If you need to collect an an item immediately we suggest you give us a call and arrange to make your purchase in store.

When coming to pick up your order please make sure you bring:

  • A copy of your order confirmation email.
  • The credit card used to make the purchase.
  • A valid photo ID so that we can verify we are handing over your order to the right person!
  • For high value orders, any additional verification outlined in an email from us.

You will be required to sign for your order on collection.

If you would like someone else to pick up your order please contact us prior to attempting to collect the order. We will let you know if your order is eligible based on order value, payment method, order verification, and the person's relationship to you. To collect the goods, we will still require a copy of your order confirmation email and the collecting person's valid photo ID if authorised.

Sometimes, items in your Click and Collect order may be damaged or missing and we will only find out when we pick your order. If this is the case we'll be in touch to let you know about the missing items and outline your options. We don't want you to miss out, so we'll do our best to look for more stock. Often, we'll be able to source more stock and have your order ready in a few days, but we're also more than happy to suggest an alternative or provide a refund.

We hold Click and Collect orders for 30 days after you receive your order collection notification. If you do not collect your order within 30 days we will try to contact you, cancel the items and refund the order back to the payment method used when placing your order.

You can modify your Click and Collect order at any time by contacting our online service team.



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