Once your parcel has been dispatched, we will send you a confirmation email with an estimated delivery window.
If the seller provides a tracking number, you'll receive a separate email containing a ‘Track My Order’ link, where you can check the status and timeline of your delivery. If the tracking details aren't available yet, don’t worry—some couriers may take up to 24 hours to update tracking information.
If there's no tracking number, or if you have any questions or experience delays, please reach out to the seller. Follow the steps below based on your OnBuy account status:
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For OnBuy account holders: Log in with your checkout email and password, click ‘View Orders,’ select the relevant order, and then click ‘Contact the Retailer’ to send your message.
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For Guest checkout: Visit our login page, enter your checkout email, and click ‘Email Me A Log In Link.’ We will send you a link to manage your orders. Please check your spam folder if you don’t receive the link within a few minutes, as it expires in 30 minutes. After clicking the link, find your order, click ‘Contact the Retailer,’ choose your reason, and type your message.
Retailers have up to 48 hours to respond. If you don’t receive a reply or if you're not satisfied with their response, click ‘Contact OnBuy’ next to your messages.
If you're logged in but can't see your order, it may not have been completed properly or there might be a typo in your email address. Please check 'An order isn't showing in my OnBuy account' for further assistance.
Note: OnBuy is a marketplace that connects sellers and buyers; we do not sell or dispatch items directly. For the quickest resolution, contact the seller directly.