Can I view my orders online?

To view all orders you’ve previously placed online, simply log in and select View Orders in your account.

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What does it mean if my order is ‘Processing’?

If an item is processing, it means that it is in the process of being selected for picking and packing in our warehouse.  Your order will show as processing until it has actually been shipped from our warehouse. The status will then change to dispatched and you will be able to track your shipment if you ordered online.

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What does shipped mean?

If you see shipped next to an item, this means the item has been fully picked and packed at our warehouse and has either left the warehouse or will leave on the next available trailer.

The item will have been given a tracking number, which you will be able to use to track your order online.

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What does it mean if my order is ‘Cancelled’?

If you have contacted us and asked us to cancel an item prior to shipping, this will show as cancelled in Order Status and the Order Item status will show as refunded.

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What does it mean if my order is ‘Refunded’?

If you have returned an item to us, it will show as refunded when it has been received back at our warehouse and a refund has been applied. You may also see this if you have contacted us and asked us to cancel an item that has not yet been shipped. This will show in Order History as cancelled in Order Status and the Order Item status will show as refunded.

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What does it mean if my order is ‘On Hold’?

If you order is showing as On Hold, there might be an issue with your order e.g. a PO Box number might be present in your address.

We will either contact you directly so you can provide us with an alternative address or, if that’s not possible, we’ll cancel the order and let you know in writing or by email.

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What does it mean if my order is ‘Backordered’?

If an item on your order is not in stock in our warehouse at the point of order, you will be advised of this in the stock grid before you click to buy the item. The stock grid will show a green tick if the item is in stock or is due in next 4 working days, a red tick if item is low stock, a number if the item is due in the appropriate number of weeks and a cross if it is not available.

Your Order History will show as "backordered" if an item on your order is not in stock in our warehouse. It may be that only 1 item is due in at a later date but whole order will show as "backordered" until the other items are shipped. If a delayed item is due in next few days, we will hold your whole order to try and send your goods out in one parcel.

Your Order History will update to processing and then, when the order is shipped, you will receive a confirmation email to advise.

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Why am I seeing a message saying that an item is unavailable in My Orders?

If an item has become unavailable since you placed your order, it will show as Unavailable, but don’t worry, it’s only to let you know that it’s no longer available to buy. It won’t affect your order if you’ve already purchased the item.

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