We're sorry to hear that your order isn't right. In this instance, it's best to contact the seller directly; this is the fastest and easiest way to get the help you need.
If you have an OnBuy account, all you have to do is log in using the email address you used to check out and enter your password, then click ‘View Orders’. Find the order in question, select ‘Contact the Retailer’, choose your contact reason, and explain why you think the item isn't correct. You can attach an image of the issue, if possible, here too.
If you didn’t set a password at checkout, simply log in using your checkout email and click ‘Email me a sign-in link’. We’ll send you an email with a secure link to access your account.
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, click ‘Contact the Retailer’, choose your contact reason, 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.
Our Customer Support Team will then step in to resolve the issue, keeping you updated every step of the way!
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.