Order Enquiries

There are several ways to check the estimated delivery date and track your order.

1. When the retailer has confirmed your order, we’ll send you a confirmation email with your estimated delivery window.
2. As soon as the retailer has dispatched your order, we’ll send a follow-up email which will also include your estimated delivery time and tracking details if the retailer has selected a tracked service.
3. You can also find the estimated delivery window by logging in to your OnBuy account - simply go to View Orders, find the relevant order and click ‘View Order Details’.

If you checked out as a guest you can still track your order. In your order dispatch e-mail, there will be a link to the tracking data, if the retailer you chose to order from, used a tracked delivery method.

If the retailer you ordered from chose to use a tracked delivery method, you will find the name of the courier and tracking number in your dispatch confirmation email.

You can also find your tracking information on the View Orders section of your OnBuy account. Simply log into your account, find the relevant order and click ‘View Order Details’.

If you can’t see the delivery status of your order, don’t worry, some couriers take up to 24hrs to update tracking details after they’ve received the package.

If you checked out as a guest, you can still track your order. In your order dispatch confirmation e-mail, there will be a link to the tracking data, if the retailer you chose to order from, used a tracked delivery method.

Please note: OnBuy is an online marketplace that connects retailers with customers. We don’t dispatch anything ourselves, so we won’t be able to provide you with any tracking information.

Yes, of course! Simply log in to your OnBuy account and locate your order. Click ‘Cancel Order’ and select your reason for cancelling.

Your cancellation request will be sent to the retailer for confirmation. They will contact you directly if there are any issues.

If the retailer hasn’t been able to cancel your order, don’t worry. You have 30 days to return it for a full refund. If you are required to pay postage, please see ‘How do I return my product/s?’ for details on securing a full refund.

If you checked out as a guest, in order to contact the retailer to arrange a cancellation, you'll need to create an OnBuy account.

It's easy to do, just follow this link and be sure to use the same e-mail address that you used when you placed your order, so the order links successfully to your new account.

If the retailer you ordered from chose to use a tracked delivery method, you will find the name of the courier and tracking number in your dispatch confirmation email.

You can also find your tracking information on the View Orders section of your OnBuy account. Simply log into your account, find the relevant order and click ‘View Order Details’.

If you can’t see the delivery status of your order, don’t worry, some couriers take up to 24hrs to update tracking details after they’ve received the package.

If you checked out as a guest, in order to contact the retailer to get the information you need, you'll need to create an OnBuy account.

It's easy to do, just follow this link and be sure to use the same e-mail address that you used when you placed your order, so the order links successfully to your new account.

Please note: OnBuy is an online marketplace that connects retailers with customers. We don’t dispatch anything ourselves, so we won’t be able to provide you with any tracking information.

OnBuy is an online marketplace that connects you with thousands of retailers. You are buying directly from these businesses, and they are responsible for providing the right information in all of their product listings.

To find out more about the item you're interested in, just select ‘See full product description which will take you to additional information further down the page.

We are currently in the process of making improvements to our platform in order to provide you with a better shopping experience. As a result, you are temporarily unable to contact retailers directly before purchasing an item.

If you can't find enough information about an item you're interested in, you can find similar product suggestions and other sellers at the bottom of the page below the product description. This does not affect your ability to contact a retailer after purchasing should you need to. If you have questions about delivery, you may find the answer you need here.

Yes, most of the retailers selling on OnBuy can provide you with a VAT invoice.

You can contact the retailer you ordered from directly through your OnBuy account. Log in to your account and go to View Orders; find the relevant order and click ‘Contact Seller’ to ask the retailer to provide a VAT invoice. They will be able to confirm whether an invoice is available and provide it accordingly.

If you checked out as a guest, in order to contact the seller to request a VAT invoice, you'll need to create an OnBuy account.

It's easy to do, just follow this link and be sure to use the same e-mail address that you used when you placed your order, so the order links successfully to your new account.

The retailer is responsible for covering the cost of any import duties and taxes for products delivered to a UK location. If you are asked to pay import duties, please use the live chat option, on the bottom right-hand side of this page, to get in touch with OnBuy, before paying them.

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.