You are instore and have collected your order;
Once you have collected your item, the store can process a refund/exchange as per normal procedures. You must show ID and the card being used for the refund must be in your name/name of the order.
You haven’t gone into store yet and want to cancel via phone;
Please contact the collection store (details on the email sent to you) and provide them with your Name and Order Number so they can make a note. They will then notify the Online team about the refund request so the refund will be processed. The store CANNOT refund you as they require a physical card.