Click & Collect (Order Collection) Policy – Please Read Before Ordering

Click & Collect (Order Collection) Policy – Please Read Before Ordering

Hi-Line Lighting offers a convenient Click & Collect service from our dedicated collection point. To ensure a smooth experience for all customers, please read the following important information before placing a collection order.

1. Collection Orders Must Be Placed Online in Advance

All collection orders must be placed online (or pre-arranged by email).
We do not operate a walk-in trade counter, and we cannot prepare or process orders instantly on arrival.

When placing your order online, please select “Pickup at Store” at checkout.

Our only collection location is:

Big Yellow Storage
163 London Road
Kingston upon Thames
Surrey
KT2 6NU

Free customer parking is available on-site.

2. Collection Is Not Immediate

Click & Collect orders are prepared manually by our warehouse team.

Every order must be:

Picked from stock
Checked for accuracy
Packed securely
Transferred to the Big Yellow reception collection area

This process takes time, especially during busy periods when courier dispatches and other collections are being handled.

For this reason, customers must not travel to the collection point until they have received a Ready to Collect confirmation from us.

3. Same-Day Collection Cut-Off (3:00pm)

Orders placed Monday to Friday before 3:00pm are usually prepared the same day, typically within a few hours.

Orders placed after 3:00pm are normally prepared for collection on the next working day.

Please note: preparation times are estimates, not guarantees, as warehouse workload varies throughout the day.

4. Ready to Collect Confirmation Required

You will receive an email confirmation once your order is ready.

Do not attend the site or send a courier until this confirmation email has been issued.

If you have not received the email, please check your spam/junk folder.

5. Collection Opening Hours

Orders can be collected once ready, during the following hours:

Monday to Sunday
10:30am to 4:30pm

6. Arrival Instructions (Important)

Please note, there is no Hi-Line Lighting signage at the site.

Your collection point is inside the Big Yellow Storage reception.
Simply walk into reception and tell the staff your order name or order number.
They will provide your parcel from the designated collection area.

7. Notifications by WhatsApp (Optional)

If you would like to be notified via WhatsApp when your order becomes ready, you may message us here:

WhatsApp Chat: 075 9292 3131

Please include your order number and request collection notification.
We will confirm as soon as the order is released for collection.

8. Important Notice About Urgent Orders

If you require items urgently, please understand that Click & Collect is not an instant service.
Placing an order while already en route or requesting immediate release may not be possible.

We strongly recommend waiting for confirmation before travelling.

9. Collection Orders Are Treated as Accepted at Collection

Please note: collection orders are deemed accepted at the point of collection.

For this reason, please only collect goods if you are sure they are still required, as change-of-mind returns may not apply once collected.

10. Need Help or Status Updates?

WhatsApp Chat: 075 9292 3131
Text Messages Only: 07533 01 8000
Phone: 020 3004 9292
Email: support@hiline-lighting.co.uk

Thank you for your understanding.
Our Click & Collect process is designed to ensure safe, accurate order preparation and fair service to all customers.

Hi-Line Lighting Support Team
www.hiline-lighting.co.uk