Orders and order status

On your orders page, newest first. Open any order to see its items, its delivery or collection, and what happens next.

Open the order on your orders page and press Print receipt to print or save it. The delivery email also links to your order.

Yes. A lot you win appears in your orders like any purchase, where you pay for it if needed and book its collection.

Yes, with the pickup instructions for that time and any house rules for collecting.

Yes. The order page offers a Contact support link that names your order, so we know which one you mean.

Open the order and click the item's name: it takes you to the item's product page, where you can buy it again while it is in stock.

We have not been paid for that order yet. Pay from the order page to keep it moving.

The automatic charge for an auction win failed. Pay within the time shown, or the win goes to the next-highest bidder.

Your 24 hours to pay for an auction win have run out. The win may pass to the next bidder at any moment, so pay now if you still want it.

We have your payment and the order is waiting for its next step: packing for a parcel, or your collection time.

Your parcel is labelled and waiting for the carrier to collect it. Tracking updates once the carrier scans it.

The carrier has your parcel and is moving it. The order shows the carrier's expected arrival.

The order is paid and finished: collected from the warehouse, delivered by the carrier, or — when it had both — completed.

The order was cancelled before any payment. Nothing was charged, and any store credit it used has been put back.

Contact support from the order page about your refund — the order shows a link for exactly that.

The order was cancelled and its payment has been refunded to you.

Your bank has pulled the payment back while it reviews a dispute. The order is on hold until that is settled.

No payment is due for that order: we waived it.

The automatic charge did not go through. Pay from the order page with a working card within the time shown.

Paid orders are binding purchases, so cancellation is not automatic. Contact us quickly with the order number and we will tell you what can be done.

No. Place a new order for the extra items; you can book both into the same collection time.

Contact us straight away, before the label is bought. Once a parcel ships, it goes to the address you gave.

Yes, in some cases: a plainly wrong price, non-payment, suspected fraud, a breach of our Terms or a legal reason. You are refunded for anything you paid for and did not receive.

Use Contact support on that order and we will set a time up for you, or check back later as new times open.

On your orders page. Once you send the request, we reply there.

Write at least 10 characters so we understand what went wrong. The message counts how many you have written so far.