If your order has not arrived, a refund is taking too long, or the seller has not resolved your problem, there are steps you can take through OnBuy. We can review what has happened and help you find the next step.
What should I do first?
Go to Orders in your OnBuy account, select the order and click 'Contact the Retailer' explaining the problem. Keep your messages in OnBuy so there is a record of the conversation.
If your item has not arrived, check the estimated delivery date and any tracking information first. This can be found by clicking View Order Details
The seller has not replied. How do I get help?
Open your messages with the seller. Once the Contact OnBuy button becomes available after 48hrs, select it to bring our team into the conversation. You can find the button at the top right of the message thread.
The seller replied, but my issue is still unresolved. Can OnBuy help?
Yes. If the seller’s reply has not resolved the problem, use Contact OnBuy in your message thread when the button is available.
This includes situations where you have been asked to keep waiting without a clear update, a promised refund has not arrived, or the proposed solution does not address the issue.
I’m worried I won’t receive my refund. What should I do?
Tell the seller through your order messages what refund you are expecting and why. If the refund has been promised but has not been issued, or you cannot get a clear answer, use Contact OnBuy so we can review the order and message history.
Please include any return tracking or confirmation that the seller agreed to a refund.
I can’t find the Contact OnBuy button
Check that you have opened the message thread for the correct order. The button becomes available after the initial period for the seller to respond.
If you cannot access your order or messages, contact OnBuy Support. Include your order number and the email address used for the order so we can find it.
What information should I give OnBuy?
A short explanation is enough to get started. Please tell us:
- Your order number and what went wrong
- Any useful tracking, return details or photos
If you have already contacted OnBuy, reply to your existing support conversation email so the team can see the history.