I ordered a coat for my daughter and picked click and collect, I was charged £4.99 plus petrol to collect from a store, which was ridiculous, but due to not being able to get the coat from anywhere else I did it. Unfortunately it didn't fit her so I had to send it back and I had to fund that too, it cost be another £4.90. So it cost me nearly £10 plus petrol for 1 order. I have ordered from other retailers and I have been able to pick up and give back to the store if unsuitable at no cost. I think you need to review how your pick up service works, but I won't be ordering again until this changes.