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Order Help

Find, track, change, return or get help with an order

Everything you might need to do with an order, and where to do it.

Find your order

  • Signed in? Your orders are in your account, with invoices and tracking.
  • Ordered as a guest? Use Track order with your order number and the email address or mobile number on the order.
  • Lost your order number? It is in your order confirmation email. If you cannot find it, contact us with the email address or mobile number you ordered with.

Order status

Your order moves through: placed → payment verified → confirmed → packed and shipped → out for delivery → delivered. The current status and the courier's scans are shown on the order itself.

Payment issue

Paid but the order shows unpaid? Do not pay again. We re-check pending payments automatically and reconcile with the provider before asking for anything further. Read the Payment Policy, then contact us with your order number and the bank reference or UTR if it has not cleared within a few hours.

Shipping and tracking

Delivery within 2–7 business days. Track your parcel from your order, or from Track order. Delays, failed attempts and returns are explained in the Shipping & Delivery Policy.

Cancel an order

You can cancel before dispatch - the option appears on the order in your account while it is still available. After dispatch you can refuse the delivery instead. See the Cancellation Policy.

Return or replace an item

Wrong, damaged, defective or missing items are always put right at no cost to you. Start with the Return & Replacement Policy, then contact us with your order number and photographs.

Refund

Refunds go back to the original payment method. The Refund Policy sets out when a refund is due and how long each step takes. The status and credit note appear on your order.

Warranty claim

For a fault that appeared after delivery, see the Warranty Policy. Have your invoice and the product serial number ready.

Invoice

A tax invoice is issued for every paid order and is available from the order in your account. If a detail on it is wrong, contact us - we issue a corrected document rather than altering the original, because an invoice is a financial record.

Raise a complaint

If something has gone wrong and you want it tracked, use the Complaints & Grievance Redressal page. You get a reference number and a tracked response.

Still need us?

Policy version 1.0 · last reviewed 21 Sep 2026

Last updated 21 Sep 2026.

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