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
Shipped Your order is on its way — check your email for tracking details
Cancelled Your order has been cancelled and a full refund issued

If one or more items in your order were unavailable, the order will still show as Shipped for the items that were dispatched. Each item has its own status — open the order detail page to see the status of individual items:

Item status What it means
Pending Item is being processed
Fulfilled Item has been dispatched
Refunded Item was unavailable and has been refunded
Partially refunded A partial refund was issued for this item

Receipts, VAT invoices, and credit notes

All financial documents are available on your order page. Your payment provider generates them automatically:

Document When available
Receipt Immediately after payment
VAT invoice Automatically within approximately 1–2 hours of your order
Credit note Automatically issued if any items are cancelled or refunded after the invoice has been generated

If an expected document is not yet showing, wait a little while and refresh. If it is still missing after a few hours, open a support ticket with your order number and we will look into it.

Invoices cannot be amended once issued. Where a correction is needed, a credit note will be issued instead.

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 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.