Order Information
Viewing your orders
Sign in and go to Order History to see all your orders. Click into any order to view full details including items, status, and documents.
Your order number is in your confirmation email and on the Order History page. It follows the format ORD-YYYYMMDD-HHMMSS.
Order statuses
| Status | What it means |
|---|---|
| Pending | Payment received - your order is confirmed |
| Processing | Your order is being picked and packed |
| Awaiting carrier pickup | Order is packaged and labelled - waiting for courier collection |
| Shipped | Your order is on its way - check your email for tracking details |
| Delivered | The carrier has confirmed delivery |
| Cancelled | Your order has been cancelled or fully returned, and refunded |
| Item status | What it means |
|---|---|
| Pending | Item is being processed |
| Fulfilled | Item has been dispatched |
| Refunded | Item was unavailable or returned, and has been refunded |
| Partially refunded | Part of the quantity was refunded |
Refunds
Every refund is listed on the order detail page, with its date, reason and amount, and we email you each time. If part of a refund was kept back - for example the cost of a return we arranged for an item you changed your mind about - the page and the email show the amount and why. Refunds go to your original payment method; allow a few days for your bank to show them.
Receipts and VAT invoices
Every order includes a receipt, available immediately on the order detail page.
A VAT invoice is also provided for each order and is typically included in your parcel. If your invoice has been processed, it will also be available to download from your order detail page, or we can email it to you on request.
Invoices are not shown on cancelled orders. If your invoice is missing or you need a copy, open a support ticket with your order number and we will make it available as soon as possible.
Invoices cannot be amended once issued.
Common questions
I didn’t receive a confirmation email - was my order placed?
Check your spam folder first. If nothing arrived, sign in and check your Order History. If your order appears there, it was placed successfully. If not, contact us.
I can’t find my order in Order History.
Make sure you are signed in to the same account used to place the order. If you still cannot find it, contact us with your order number or the email address used at checkout.
Can I cancel or change my order?
Contact us as soon as possible via phone or open a support ticket. If your order has not yet been dispatched, we may be able to cancel it. If it is already on its way, you will need to accept the delivery and return it - see Shipping & Returns.
Some items in my order were unavailable - what happens?
We will contact you. Unavailable items are refunded and the rest of your order is dispatched as normal. Check the item statuses on your order detail page to see which items were fulfilled and which were refunded.