B&Q, the UK’s leading home improvement and garden living retailer, has announced the launch of a new Click and Collect service for customers ordering products from third-party marketplace sellers at diy.com. A first for a UK marketplace, the new service gives customers the option to buy products from third-party sellers at diy.com for collection at their local B&Q store from next day.
A pilot of the new Click and Collect service for B&Q Marketplace orders is starting at B&Q Fareham store. Following its success, B&Q plan to extend the service to 300 B&Q stores through a phased roll out.
With the launch of this new integrated Click and Collect service for purchases from third-party sellers, B&Q is setting a new standard in customer order fulfilment, with the aim of providing greater flexibility, speed, and convenience for its customers.
The new service makes it easier for customers to complete their home improvement projects by combining their B&Q Marketplace orders with their in-store purchases. As well as expanding B&Q’s omni-channel proposition for customers, the Click and Collect service complements the return-to-store service already available to customers for purchases from third-party sellers. This new initiative reflects B&Q’s ongoing commitment to leveraging technology and a customer-centric approach to give home improvers the choice and convenience they deserve.
Virginia Wakefield, e-commerce director, B&Q said: “It’s great to be launching this new service and to be extending our in-store collection services to customers buying from B&Q’s third-party Marketplace sellers at diy.com. Around 90% of our customers begin their shopping experience on the web, and we’re seeing strong conversion of digital customers into store footfall as a result.
“Marketplace Click and Collect will give our customers even more convenience by further seamlessly integrating the online and in-store shopping experience. Our third-party sellers benefit too by being able to offer their customers more delivery options and access to customers who prefer to pick up their orders in store.”
B&Q’s Marketplace Click and Collect service brings a number of benefits for customers by making it easy for them to collect their purchases at a time and place that suits them. This gives greater flexibility for customers who may not be available to receive home deliveries and can mean customers get their products faster.
Third party sellers at B&Q’s Marketplace also benefit from the new service by being able to offer their customers an additional reliable and efficient fulfilment option, as well as giving them access to customers who prefer to collect their deliveries in stores.
Customers shopping at diy.com will see the Click and Collect option available for selected products from third-party sellers. Upon completing their purchase, customers will be able to choose their preferred B&Q store location for collection. Once the order is ready, customers will receive a notification to visit the store to pick up their items from the same dedicated in-store collection area from where they pick up their orders for products sold by B&Q. Returns can also be made through a marketplace customer’s local B&Q store.
Since its launch in March 2022, B&Qs Marketplace has seen strong growth reaching 45% of B&Qs e-commerce sales in Q1 2025/26. B&Qs e-commerce sales increased by 17% year-on-year across 2024/25 representing 15% of B&Q’s total sales.
