How can we help?
Orders & tracking
Placing, tracking and changing ordersHow do I track my order?
Open your order in My Account for its status, tracking reference and delivery updates. Emails and SMS depend on your preferences and enabled services; not every timeline event sends a notification.
Can I cancel or change my order?
Before dispatch, submit Request cancellation from your order. Staff must approve it; a message alone does not cancel an order. For address or item changes, ask support before dispatch and wait for confirmation.
I received the wrong item. What now?
Open an order-related ticket promptly with a description and clear photos. For a delivered item, submit a return or exchange request when available. Staff will confirm the remedy and any collection arrangements.
Do you take custom or bulk orders?
Send your designs, quantities and required date through the Support Center. Availability, prices and lead times need confirmation before ordering.
Do I need an account to order?
Yes – a free account lets us send you order updates, keep your addresses and show your order history. Signing up takes a minute with your email, or one click with Google.
How do I know my order was placed?
You see a confirmation page with your order number straight away, and we email you the order details. Every order is also listed in My account → My orders.
I did not get an order confirmation email.
Check your spam or promotions folder first. If it is not there, open My account → My orders – if the order is listed, it went through. You can also check that your email address is correct in your profile.
Can I add another item to an order I already placed?
An order cannot be edited after it is placed, but if it has not been dispatched yet start a chat – we can often pack a second order together so it arrives at the same time.
What do the order statuses mean?
- Pending – we are waiting for or checking your payment.
- Processing – payment is confirmed and we are packing your order.
- Shipped – the parcel is with the rider or courier.
- Delivered – the parcel has been handed over.
- Cancelled – the order was cancelled; any payment is refunded.
Can I order for someone else?
Of course. At checkout enter their name, phone number and address as the delivery address. The rider will call that number before delivering.
Why was my order cancelled?
Check the order and request history for staff updates. Use support if the reason is unclear. If payment was received, review the refund amount and status; cancellation does not mean money was automatically transferred.