You are instore and have collected your parcel.
Once you have collected your item, the store can process a refund/exchange as per normal procedures (exception Afterpay, see below). 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 No so they can make a note. Your order will need to be sent back to Head Office where the refund will be processed. Store CANNOT refund you as they require a physical card.