Orders

1. When will my order arrive?

You can find out the estimated delivery date for your order in one of several ways.

When your order is confirmed, you’ll receive a confirmation email which will include your estimated delivery window. Once your order has been dispatched, you’ll get a dispatch confirmation email with the estimated delivery dates.

You can also find this information from within your OnBuy account - simply go to the ‘View Orders’ tab on the left-hand side, locate the order and click the ‘View Order Details’ button.

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2. 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 seller’s delivery options before purchasing your product - in many cases you can opt for Fast Free delivery or Priority delivery on the checkout page.

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3. I'm having issues with my order - how do I get help?

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. To do this, go to the View Orders page in your OnBuy account then click the 'Contact Seller' button.

If you're not happy with the way your issue is being dealt with, you can escalate it to PayPal. As an OnBuy customer, you can benefit from the PayPal Buyer Protection on eligible orders - in the event your order hasn't arrived, is faulty, damaged or vastly different to what was described, you could be entitled to a refund including shipping charges (where applicable).

You have 180 days to open a dispute with the seller; if your issue can’t be resolved by the seller, your case can be escalated to PayPal for further review 20 days after the initial dispute was raised - you can find out more here.

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4. How do I cancel my order?

If you choose to cancel your order within 30 minutes of placing it, it will be cancelled instantly. Log in to your OnBuy account, click 'View Orders', and locate the order you'd like to cancel. Click the 'Cancel Order' button and you'll be prompted to select a reason for cancellation, and leave any additional comments for the seller. 

If you placed your order more than 30 minutes before you decide to cancel, you’ll need to request a cancellation from the seller. Simply follow the steps outlined above and your cancellation request will be sent to the seller for review. They will action this and contact you if needed.

Please note: It may not always be possible to cancel your order as it may already have been dispatched. In this case, please see the How do I return my product/s? FAQ for the process to follow once your order has arrived.

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5. 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 ‘Contact Seller’ option on the 'View Orders' page after your order is confirmed. 

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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 down until you see a 'Compare Sellers' header with a box underneath listing the sellers for this product.

Underneath the seller name you'll see a link that says 'Ask 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 can I report a product violation?

We want to make sure that the products listed on OnBuy are not only of a high quality, but legal. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please complete the form here. 

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