Customer Services

Kiala Collection Service

Why Kiala collection?

Why Kiala collection?

Your parcel when and where it suits you! Here at Wiggle we appreciate that modern life can be hectic and therefore you require a delivery option that is convenient and flexible to support your life on the go!

Convenient locations - collect your order from one of over 7000 conveniant locations across Spain, France (including Corsica), Netherlands, Belgium and Luxembourg.

Long opening hours - whether you wish to collect your parcel first thing in the morning or late at night, or even over the weekend

Order tracking - from the moment that your parcel is dispatched, you will be provided with a tracking link so that you can track your parcel online. Then as soon as your parcel is received at your chosen collection point, Kiala will notify you directly by email and SMS to say that your parcel is ready for collection

How does it work?

How does it work?

Select Kiala delivery option at checkout

Please note that Kiala will not be offered as a delivery option at checkout if your basket contains bulky (i.e. bikes, frames etc.) or hazardous goods (aerosols etc.)

Choose a collection point

When chosen at checkout, Kiala will suggest suitable collection points based on your specified location (street, town/city or zip code). The results are displayed within an easy to use map view that also highlights the store opening times, directions and an image of the store.

Enter the collectors details

Once you have chosen your preferred collection point the site will then request the collector's name (doesn't have to be the same person placing the order) and mobile number (if you wish to be notified by SMS when your parcel is ready to collect). Please note that email notifications will also be sent to the email address associated with your account. For Guest Customers this will be the email address that you place the order under. 

Receive notification that your order is ready to collect

With your order confirmed the Wiggle Team will pick and pack your order as a priority. Wiggle will dispatch your order to the Kiala sorting hub, who in turn then forward it on to your chosen collection point. Once received by the collection point you will be notified by email and SMS (if a valid mobile number was provided at checkout) that your order is ready to collect.

How the Kiala delivery option works

1.

Select the Kiala delivery option at checkout & choose a store

2.

Kiala will the notify you when your parcel is ready to collect

3.

Pop along to the store to collect your parcel (REMEMBER to take a form of National ID with you)

 

How to return your order?

How to return your order

Please note that we do NOT offer a return service via Kiala, therefore the standard returns procedure applies, see our Returns Procedure.

Please make sure you respect the following criteria:

  • Products must be in the unused condition that you received them and in the original box and packaging
  • Items with specific sell by dates are exempt from the 365 day returns policy

 

Frequently asked questions

Frequently asked questions

Q. How much does the service cost?

A: £1.99 per order. It doesn't matter how many items are included in the order or even if the order is dispatched in two or more seperate deliveries. It's a one-off charge per order.

Q. How long until I can collect my order?

A. Estimated days for delivery vary on depending on your chosen delivery destination. Please see the below table for estimated delivery days to the country of your chosen Kiala Collection Point, this information is taken from when your order has been processed and acknowledged via email confirmation.

Delivery Destination Estimated working days
Spain 6
Spain - Balearic Islands 8
France 5
Netherlands 4
Belgium 4
Corsica 7
Luxembourg 4

 

Q. Why is Kiala not offered as a delivery option?

A. Some items cannot be dispatched via the Kiala Collection Service, such as bulky (i.e. bikes, frames etc.) or hazardous goods (aerosols etc.). If your basket contains such items then the Kiala delivery option will not be offered at checkout.

Q. Where is my nearest Kiala Collection Point?

A. During checkout when you select Kiala as your chosen delivery method you will be able to select your nearest collection point based on a location that you specify (street, town/city, zip code). If however you would like to search for possible collection points within your area prior to checkout you can do so on the Kiala website. Please click on the following link or copy and paste it into your web browser: https://www.kiala.com/locate-and-select

Q. How can I find out the store opening times?

A. Collection point stores are typically open early until late, 7 days a week. However the opening times for a specific store are shown when you select the collection point during checkout. If you have already confirmed your order the opening times of your chosen collection point will be confirmed in your Wiggle Order Confirmation Email. The same information is also displayed within your My Account against the relevant order.

Q. I haven't received my notification email/SMS?

A. If you have not received an email or SMS notification from Kiala - please contact us and we will do our very best to help you.

Q. Can I change my chosen collection point?

A. Once you have placed your order we are unable to change the collection point that you have chosen. If you are unable to collect your parcel within 14 days of receiving your Kiala notification email/SMS then please contact us.

Q. How do I track my order?

A. You can track your order online via Kiala's Track and Trace Service. Please click on the following link or copy and paste it into your web browser: https://www.kiala.com/tnt. Once on Kiala's Track and Trace Service you will be asked to enter:

  • Name of your Merchant: Wiggle
  • Your Merchant Reference: your 10 digit Wiggle order number

Q. What ID is required to collect my order?

A. National ID: driver's license, passport, foreign, national or military ID. If someone else is collecting on your behalf, he/she needs to bring your photo ID based on the above criteria, as well as show his/her own National ID. The Kiala Point will record their signature, name, type of ID presented, and the number of each ID for record purposes.

Q. Can someone collect my order on my behalf?

A. If someone else is collecting on your behalf, he/she needs to bring your photo ID based on the above criteria, as well as show his/her own National ID. The Kiala Point will record their signature, name, type of ID presented, and the number of each ID for record purposes.

Q. When can I collect my order?

A. You will receive notification via email and SMS (if a valid mobile number was provided at checkout) when your order is ready to collect.

Q. Where is my order?

A. If you have not received an email or SMS notification from Kiala and it has been more than (translator select days for your country) days since you placed your order, then please contact us for assistance.

Q. How do I return my order?

A. See here 

Q. Who should I contact if I have any questions or complaints regarding Kiala?

A. Please contact us 

Kiala delivery information

Kiala Delivery information

Delivery to a local collection point 

Get your order delivered to a local store for collection at your convenience with Kiala Click and Collection service.

  • Convenient locations - collect your order from one of over 7000 convenience stores across Spain, France, Netherlands, Belgium and Luxembourg.
  • Long opening hours - whether you wish to collect your parcel first thing in the morning or late at night, or even over the weekend.
  • Order tracking - from the moment that your parcel is dispatched, you will be provided with a tracking link so that you can track your parcel online. Then as soon as your parcel is received at your chosen collection point, Kiala will notify you directly by email and SMS to say that your parcel is ready for collection.

Important information:

  • Kiala Delivery Option is only available in following Delivery Destinations:
    • Spain (excludes Canary Islands)
    • France
    • Corsica
    • Netherlands
    • Belgium
    • Luxembourg
  • Estimated days for delivery vary depending on the chosen Delivery Destination. An estimate will be provided at checkout.
  • The Kiala Delivery Option is only available on selected baskets. Kiala will not be offered as a delivery option at checkout if your basket contains bulky (i.e. bikes, frames etc.) or hazardous goods (aerosols etc.).
  • You will be notified by email and SMS (if a valid mobile number was provided at checkout) when your order is ready to collect from your chosen Kiala Collection Point.
  • You will be required to show National ID when collecting your order; driver's license, passport, foreign, national or military ID.

If someone else is collecting on your behalf, he/she needs to bring your photo ID, as well as show his/her own National ID. The Kiala Point will record their signature, name, type of ID presented, and the number of each ID for record purposes.

  • Your parcel will be held at the collection point for 14 days after which it will be returned to Wiggle if it has not been collected.

For more information about this service, including FAQs please click here