Help Centre

Pick Up Instore


Q. What is JB Hi-Fi's "Pick Up Instore" option?
A. Pick Up Instore allows you to place an order through the JB Hi-Fi website with the convenience of collecting it at a store and time that's suitable for you. Your goods are reserved and paid for by the time you arrive so all you need do is collect and go.

Q. What will I need in order to collect my order from my nominated JB Hi-Fi Store?
A. Goods will not be available for collection until you receive the “Your Pick Up Order is now ready for collection!” email. You will need your online order number (or just print out your collection email) and valid Photo ID (passport, drivers license or Keypass) to collect the goods from store. If the order was paid for with credit card, this card will also need to be sighted.

Q. Do I need to collect the Pick Up order personally?
A. No, you can nominate someone else to collect the order. But they will need to produce valid Photo ID (Passport, Driver's License or Keypass) at the point of collection.

Q. What if I want to change the nominated Pick Up store for my item? 
A. Please contact us via our customer service form as soon as you can and we will check the store stock availability for you.
Q. Can I buy something for someone in another state/area to collect? 
A. Yes, you can change the collector's details via the pop-up during order placement. Please note the collector will also need to provide valid Photo ID during store collection. Please ensure you enter their details accurately during checkout.

Q. Can I change the nominated collector of the Pick Up order?
A. Yes, you can change the collector's details via the pop-up during order placement. Please note the collector will also need to provide valid Photo ID during store collection. Please ensure you enter their details accurately during checkout. Please note that the collector cannot be changed after the order has been placed. If you wish to change the collector, the order will need to be cancelled.

Q. How can I cancel a Pick Up Instore order? 
A. Please send us an email ASAP to order-cancel@jbhifionline.com.au.

Q. What if the price drops on the item I have ordered before I Pick Up my purchase? 
A. The store will either organise a store credit, goods to the value of the difference, or a refund for you when you collect your goods Instore. You will always pay the lowest price.

Q. What if I change my mind Instore and wish to buy something else? 
A. Please advise the store staff when you are at the online collection counter. They will reverse your online sale and ensure your receipts match the correct products.

Q. What if the store is actually out of stock of my item after I place my order? 
A. If the store cannot confirm stock availability at your preferred Pick Up location, they will call you and offer the following solutions: 
(a) Arrange item transfer from another store
(b) Arrange for the order to be picked up from another store
(c) Arrange free delivery from another store
(d) Offer you a different item that will satisfy your requirements