The order#
Completing a purchase in three steps: address β shipping and payment β summary.
The address#
| Detail | What it is for |
|---|---|
| Name and surname | |
| the confirmation and the invoice go there | |
| Phone | the carrier calls or sends text messages to it |
| Billing address | |
| Delivery address | only when different from the billing one |
| Company and VAT number | when buying as a business |
Signed-in users have the address pre-filled
If it is in your profile, you only check it.
Get the phone right β without it the carrier cannot reach you
They use it to announce delivery and arrange another slot. A wrong phone number is the most common cause of undelivered parcels.
Buying as a business#
Fill the company and VAT number in now; adding them later is a problem
The document is issued from the details that are in the order at the moment it is completed, and it is a permanent snapshot of them. Correcting it later means issuing a credit note and a new document β not editing a couple of fields.
The summary β go through it#
The last step shows the whole order including shipping, payment and discounts.
Check three things
The address, the number of units and the total including shipping. After submitting, a correction costs a phone call.
The amount may differ from what you saw in the cart
The order is assembled by the server afresh from the current price list β see The cart. If a sale ended or the shipping price changed in the meantime, this is where you see it.
Consents#
Before submitting you confirm the terms and conditions.
The link to the terms is a link, not a formality
They are exactly where the return period, the complaints procedure and who pays return postage are set out.
What happens after you submit#
- The order is created and given a number β that is how it is identified in all further communication.
- A confirmation email arrives.
- If you chose online payment, you are redirected to the payment gateway.
- From then on you follow it in My orders.
The invoice need not arrive at the same moment as the confirmation
Documents are issued in the background on a rolling basis, not necessarily the second you submit. If it has not come within an hour, then get in touch.
No confirmation email?
Look in your spam folder. If it is not there, the order may not have gone through β check the order overview before you order again, so you do not end up with two.
π΄ An unpaid order is cancelled automatically#
An order only holds the goods for a limited time. After that the system cancels it automatically and releases the goods to other customers.
The cancellation is automatic and cannot be undone with one click
Nobody has to confirm it. If you want to pay later, expect that nobody is holding the goods for you indefinitely. After cancellation, you have to order again, this time at the current price.
The check runs hourly, not at the exact second of expiry
An order may therefore stay "alive" for a while past the deadline. Do not count on it β pay in time.
Cancelling an order#
Until it has shipped, it is usually possible. Get in touch as soon as you can and quote the order number.
Write, do not call
An email is a record; a phone call is not. In a dispute about when you cancelled, the date of the message is what counts.
Where to go next#
- Shipping and payment β the methods and their pitfalls
- My orders β statuses and tracking
- Complaints β when something is wrong