Order Enquiries

Tracking and delivery for my order

As soon as we know that your parcel is on its way, we'll send you a dispatch confirmation email with an expected delivery window.

If the seller you ordered from has dispatched your item with a tracking code, you'll also receive a separate email with a ‘Track My Order’ link. Click on this button to view your tracking page, where you’ll be able to see the status and delivery timeline of your order.

If we haven’t been given a tracking code for your order, you have a delivery question, or your order is late, you can contact the seller to request an update. Simply follow the instructions below, based on whether or not you have an OnBuy account.

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose your contact reason, and type your message.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order. Don’t worry, our Customer Support Team will be able to help you via our online form here.

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.

When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, click ‘Contact the Retailer’, choose your contact reason, and type your message.

We give our sellers two working days to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

If you are struggling to access your account or contact the retailer, you can message OnBuy here and we will step in to assist.

Please note: OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves and the quickest and easiest way to resolve any issues is to contact the retailer directly using the process above.

How do I contact the retailer?

If you have a question about an order, contact the seller directly. This is the fastest and easiest way to get the help you need!

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose your contact reason, and type your message.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order.

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.

When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, click ‘Contact the Retailer’, choose your contact reason, and type your message.

We give our sellers two working days to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

Due to some improvements we’re making to our site, you’re currently unable to contact a seller before purchasing an item, but it’s easy to find out more about a product you’re interested in – simply click ‘See full product description & details’ at the top of the relevant product page. You can also find similar product suggestions from other sellers at the bottom of the page, below the product description.

Please note: OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves and the quickest and easiest way to resolve any issues is to contact the retailer directly using the process above.

I have a faulty item or an issue with a product

If you've noticed a problem with your product, contact the seller directly. This is the fastest and easiest way to get the help you need!

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose your contact reason, and type your message.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order. Don’t worry, our Customer Support Team will be able to help you via our online form here.

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.

When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, click ‘Contact the Retailer’, choose your contact reason, and type your message.

We give our sellers two working days to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

Our Customer Support Team will then step in to resolve the issue, keeping you updated every step of the way!

Please note: OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves and the quickest and easiest way to resolve any issues is to contact the retailer directly using the process above.

Can I cancel my order?

Of course! The first thing to do is contact the seller directly. This is the fastest and easiest way to get the help you need!

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose your contact reason, and type your message.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order.

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.

When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, click ‘Contact the Retailer’, choose your contact reason, and type your message.

We give our sellers two working days to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

Please note: Once an order has been placed, it's not always possible to cancel it before dispatch. If your order has already been shipped, please follow the return process here.

Please note: OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves and the quickest and easiest way to resolve any issues is to contact the retailer directly using the process above.

Who is the retailer?

When you shop at OnBuy, you're supporting thousands of verified sellers – from small businesses to the biggest household names – and these are who you buy from. We don't sell or dispatch anything ourselves.

A seller's name can be found under the delivery information on the top right-hand side of a product page. Once you've placed an order, their name will also be visible on the confirmation page.

Do you offer faster delivery options?

OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves.

You can see all the delivery options available by scrolling down to the 'Compare Sellers' section of a product page. If faster delivery is available, you'll find it there, and you can compare by price and seller rating too - bonus!

To make it quick and easy, look out for our 'Fast & Free Delivery' tag.

Can you provide a VAT invoice?

Most of our sellers will be able to provide you with a VAT invoice, and you can contact them directly to request one. Simply follow the instructions below, based on whether or not you have an OnBuy account.

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose 'I'd like an invoice for my order', and type your message.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order. Don’t worry, our Customer Support Team will be able to help you via our online form here.

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.

When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, select ‘Contact the Retailer’, choose 'I'd like an invoice for my order', and type your message.

We give our sellers two working days to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

Please note: OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves and the quickest and easiest way to resolve any issues is to contact the retailer directly using the process above.

Which couriers do you use?

OnBuy is an online marketplace that connects sellers with customers. We don’t sell or dispatch anything ourselves.

Our sellers use a wide range of reliable couriers, including Royal Mail, DPD and Evri, so you can rest assured your order is in safe hands.

If I order from an overseas retailer, who is responsible for import duties?

The seller is responsible for covering the cost of any import duties and taxes for products delivered to a UK location.

If you have arranged for your order to be delivered outside of the UK, you may have to pay import duty and taxes when it reaches its destination.