Most of our sellers will be able to provide you with a VAT invoice, and you can contact them directly to request one. Simply follow the instructions below, based on whether or not you have an OnBuy account.
If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose 'I'd like an invoice for my order', and type your message.
If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.
If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button.
When you click the link in the email, you'll be taken to a page of your recent orders. Find the order in question, select ‘Contact the Retailer’, choose 'I'd like an invoice for my order', and type your message.
We give our sellers 48 hours to respond to your messages. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.
If you've logged in but can’t see the order, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address at the checkout. Have a read of 'An order isn't showing in my OnBuy account' for more help and information.
Please note: Our Customer Support Team won't be able to provide you with a VAT invoice; only the seller can supply one.