Hi-Line Lighting's Click & Collect Guide

Welcome to Hi-Line Lighting's detailed guide to our Click & Collect process. This step-by-step guide aims to make it easy for you to place, process, confirm, and collect your order from our single, convenient collection point.

1. How to Place Your Collection Order

For a seamless collection experience, all orders should be placed online or pre-arranged via email. Please note, we cannot process walk-in orders or payments at our warehouse for immediate collection, nor can we handle orders made in person. When checking out online, please select the 'Pickup at Store' option. This enables you to gather your items from our designated collection point, conveniently situated at the Big Yellow Storage facility, 163 London Rd, Kingston upon Thames, Greater London, KT2 6NU.

At the moment, we offer the Click & Collect service only at this location. It's crucial not to arrive for collection before receiving a confirmation email, text message, or call from us at Hi-Line Lighting. Providing your mobile phone number when placing your order is beneficial, as this allows us to call or send a text message when your order is ready or if there are any issues with your order. For your convenience, free parking is available on-site.

2. Order Processing Time

Orders placed between Monday and Friday, before 3 PM, excluding Bank Holidays, are typically prepared for collection on the same day, usually within a one to two-hour window. We recommend waiting for a confirmation from us before heading to our collection point.

3. Order Confirmation

Upon your order's readiness for collection, we will send you a confirmation email. This email includes all necessary details like the complete address of the collection point, store location, reception information, and parking facilities. If you do not receive this email, please check your spam or junk email folders.

4. Need Assistance?

If you've missed your collection email, need urgent assistance, have collection-related queries, or wish to check the status of your order, you can contact us via WhatsApp Chat at 075 92 92 31 31 or our text-only number 075 33 01 8000. These channels, closely monitored during working hours, often provide quicker responses and shorter wait times compared to regular phone calls.

For those who prefer phone communication, we offer our interactive phone line at 020 3004 9292. This line combines an automated system to guide you to answers for commonly asked questions, and the opportunity to connect with our team for more specific queries. However, please note that there may be extended waiting times during peak periods if our team is assisting other customers. In such cases, we recommend using our WhatsApp or text message services for faster response times.

5. Order Collection

Once you've received your confirmation email, you're welcome to collect your order at your convenience. Our collection hours run from Monday to Sunday, between 10:30 AM and 4:30 PM.

Upon arrival at the Big Yellow Storage facility, please don't be confused by the lack of Hi-Line Lighting signage. You are indeed in the correct place. Our partnership with Big Yellow Storage ensures a centralised and convenient collection point. Provide the receptionist with your order name, order number, and a form of identification, and your parcel will be handed to you.

If you've arranged your own courier for collection, please ensure they have a copy of the Hi-Line collection confirmation email, which serves as necessary proof for collection. We kindly request that you do not dispatch your courier until this confirmation email has been received.

Should any issues arise during collection, please refer to point number 4 above for guidance and assistance.

Thank you for choosing Hi-Line Lighting. We are committed to providing a smooth and efficient service, and we hope you enjoy your new purchase to the fullest! Your support and understanding are greatly appreciated as we continue to improve our processes for your convenience. We look forward to serving you again soon at our single, easy-to-access Click & Collect location.