Frequently Asked Questions

1. Where is my order?

If the estimated delivery window has passed and you still have not received your order, you can choose one of the following options.

If the seller chose to use a tracked delivery method, you can locate the tracking number in your dispatch email and follow your order through the chosen courier's website.

If your order is not tracked, feel free to contact the seller to find out the status of your order. Please see I have a general enquiry - How do I contact the seller? for more information.

Please remember to check the sellers delivery options before purchasing your product - in many cases you can opt for standard delivery (3-5 days) or priority (1-2 days) on the checkout page.

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2. How can I return or exchange my order?

We are a marketplace and do not sell anything directly, so the returns policy will depend on the seller you ordered from. Before you place your order, you can find information about returns on the seller's page (accessible from the product page).

If you need to find this information after you've placed your order, simply log in to your OnBuy account, click 'View Orders', then 'View Order Details', and you'll find a link that takes you directly to their returns page.

Next, click 'Contact Seller' and choose the 'Request Return' option from the drop down box. This will send a message directly to the seller where you can arrange a refund or exchange.

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3. How do I cancel my order?

Please follow the steps above, but instead of choosing 'Request Return' from the drop down box, choose 'Order Enquiry', and inform the seller you'd like to cancel your order. We'd recommend asking to cancel your order as soon as you possibly can to avoid disappointment.

Please note: It may not always be possible to cancel your order, as it may already have been dispatched. In this case, please follow the seller's standard returns process once your order has arrived.

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4. I have a general enquiry - how do I contact the seller?

You can get in touch with the seller via their product pages, their seller page, or the 'View Orders' page after your order is confirmed.

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5. I'm having issues with my order - how do I contact the seller?

We have a case system in place to help you resolve any issues. For example, if your order hasn't been delivered, is faulty or is not as described, you can open a case with the seller where you'll be able to let them know about the problem.

If you're not happy with the way your issue is being dealt with, you can escalate your case to OnBuy after 72 hours for further assistance. At this point, we will step in and intervene accordingly in order to resolve the situation.

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6. I have a question about a product - who can I ask and how?

You'll need to ask the seller questions about individual products. To do this, go to the product page. Scroll to the bottom where you'll see a box listing the sellers for this product (there may be a single seller or multiple options to choose from).

Underneath the seller name you'll see a link that says "Have a question?" - click this. You will then be asked to log in to your OnBuy account. A box will pop up where you can type your question to the seller.

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7. How do I unsubscribe from emails?

If you'd rather not receive any communication from us, go to the bottom of one of our emails and select "Click here to Unsubscribe".

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