If you have an account:
If there’s a problem with your order, the first thing to do is to inform the Seller that you ordered from as they're responsible for your product, shipping and delivery, please follow the steps below:
- log in to your OnBuy account,
- click 'View orders'
- find the product
- select 'Contact Retailer' and let them know how they can assist with the issue you've encountered on your order.
We expect Sellers to respond to all enquiries within 48 hours. If, after corresponding with the seller, you still need our assistance, please escalate this to our customer service department.
If you checked out as a guest:
You can visit the login page here.
- Go to the login page
- Enter the email used at checkout.
- Click 'Email Me A Login Link'
- Use the link in your email to access your orders
- Follow the steps above to contact the seller
Retailers have 48 hours to get back to you. If they don't respond or if you're not happy with their reply, just click the 'Contact OnBuy' button next to your messages to get in touch with us.