If you paid for an order but have not received it, start by reviewing the checklist below. It covers the most common things you should check with the online store before contacting us. If you still cannot get an update or the store does not respond, our customer service team will help you investigate your payment.
What to check
- The delivery time promised by the online store
- Any tracking number or delivery update emails
- That your payment has been successfully completed
- Whether the store has replied to your emails (also check your spam or junk folder)
If you cannot find this information, contact the online store first to ask about your order status.
If the store does not respond within a reasonable time, please contact our customer service team. To help us investigate faster, include the following details when you get in touch:
- Online bank payments: a screenshot of the payment from your bank statement showing the payer’s name, date, amount, and reference number. If you cannot send a screenshot, provide the same details in text.
- Card payments: the last four digits of your card number, the payment date, and the payment amount.
We will check with the online store as soon as possible.