Confused About Click & Collect in Stage Four? You’re Not Alone

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By Published On: August 7, 20200 Comments

The new Stage Four restrictions have forced the closure of thousands of retailers across Melbourne. However, Click & Collect and home delivery may continue. Let's break down what these new changes mean and how they may impact retailers in Victoria. 

The new restrictions given to Melbournians by the Victorian government has sparked several discussions about what is accepted and how it will impact retail for the next six weeks.

What’s Allowed?

While there’s been plenty of reports about the new restrictions, it would be a good chance to go into the aspects of retail that are somewhat unaffected by the new restrictions:

  • Click and Collect
  • E-Commerce
  • Home delivery

According to Dominique Lamb, the CEO of the National Retail Association, there are several changes that Victorian retailers must adhere to from Friday, 7th August.

“From 11:59 pm on Friday 7 August, the following changes will need to be adopted by Victorian retail businesses in areas under Stage 4 restrictions,” Lamb told Power Retail.

“Each retail business will:

  • May move to a contactless ‘click and collect’ and delivery service model that removes face-to-face interaction between staff and customers;
  • Enact a COVID Safe Plan focused on safety, prevention and response if coronavirus cases are linked to their workplace;
  • Reduce the number of people in the workplace;
  • Increase cleaning of shared spaces, and
  • Enforce the wearing of face coverings by staff on site.”

Furthermore, there are additional changes that employees must adhere to, which are listed below, courtesy of the National Retail Association.

“Employees will be:

  • Prohibited from car-pooling to and from work;
  • Able to work at only one premise, and
  • Required to inform their employer if they share accommodation with anyone working at another high-risk workplace.”

Click & Collect – A Break Down

While not all retailers offer Click & Collect as a service, it is a permitted service for customers and retailers alike during the six-week lockdown period.

Click and collect is a service that allows customers to order an item online, and choose a time to collect it from a retailer. This is an alternative to delivery, which is often a cheaper option for retailers and customers alike.

With closures of stores across the city, there has been some confusing and conflicting information provided to many retailers.

In an official statement from the Department of Health and Human Services (DHHS) to Power Retail, we can confirm that Click & Collect is an option that many retailers can take into action if they wish.

“There are no restrictions on what can be purchased using Click and Collect,” a representative of the DHHS told Power Retail.

There are, of course, restrictions to this form of service, as noted by the DHHS below.

“However, you can only travel up to 5km from your home to collect shopping. You should stay as close to your home as possible, for example shopping at the nearest supermarket.”

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  1. StoreWALL Australia August 10, 2020 at 11:04 PM

    Rules regarding “Click and Collect” seem clear for the customer “don’t travel beyond the 5km radius”. However if you are an online retailer and you offer delivery, can you the online retailer fulfil the delivery yourself? Or do you need to utilise a transport company for this service?

  2. King Shing Wong August 22, 2020 at 12:43 PM

    I need to purchase some computer part, my current computer just die, the closest shop with the part is 13.5km away, can I still organise click and collect

  3. Colleen Blake August 30, 2020 at 4:27 AM

    Can I drive from San Remo (stage 3 to stage 4) to Springvale Ikea to click and collect??
    regards Colleen

  4. Bryan fialho September 7, 2020 at 8:35 AM

    Can I travel more than 5 km to pick up a click and collect item which is only available in a shop more than 5 km from where I live?

  5. Paul Waters September 8, 2020 at 9:55 AM

    My mobile has died today and i need one for work today
    I live in Rosebud and i can click & collect from Officeworks in Mornington which is 18Km away
    Am i allowed as this is urgent

  6. Sarah Poutney September 8, 2020 at 5:39 PM

    I live in Geelong and have bought a soffa from a store in Hoppers Crossing. The store is close except for click and collect. Can I pick it up?

  7. Carolyn September 9, 2020 at 9:38 AM

    I ordered a horse float prior to covid stage 4 restrictions which is now ready for collection. (float is located in stage 4, I live in stage 3 restrictions). Am I able to travel directly to collect it and return directly home? I need this to transport my horse to vet visits and also, we live in a bush fire prone area and may need it for emergency travel. Thanks.

  8. Angela Makris September 22, 2020 at 1:40 PM

    Im a carer for 2 family members and require to collect an item purchased online ‘click n collect’ that is greater than 5kms from home. The item purchased is only available at a store that is 26kms away. how can i collect this item under stage4 restrictions?

  9. What’s wrong with these people? September 24, 2020 at 3:25 PM

    I know this is posted late, and I won’t get an answer, but why are people posting questions in the comments section??? Who do they think is going to answer them???


  10. Gary September 30, 2020 at 11:19 PM

    You need to wear a mask in your car if you are with someone from outside your household. This includes when you have your window down and talking to someone such as drive through, staff at click and collect locations etc. Otherwise you do not need to wear a mask whilst in your car.

  11. Patricia Sinnett June 3, 2021 at 11:39 PM

    I bought an item online to be delivered 5 kms from where I work. I work more than 5kms from home but I’m working tomorrow, so can I still pick it up since it’s close to my work?

  12. Hey Gazza July 15, 2021 at 10:52 PM

    Dear Garry, this is why people are leaving questions in the comments section!

    Do you have any Stage Four-related questions you’d like us to answer? Let us know in the comments below.


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