topic Only order confirmation in Orders

Only order confirmation

mufin — Tue, 14 Oct 2025 11:31:39 GMT

Hi , I’ve placed my order for monthly payment and s25 ultra on Thursday 9.10. Until now I only received an order confirmation. I tried to track my order but it’s not working.

Re: Only order confirmation

Ali_A — Tue, 14 Oct 2025 14:12:05 GMT

Hi @mufin

As you've not had a follow up please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order didn't complete correctly they check the reason why and manually re-process the order for you.

I'd recommend checking your Junk/Spam folder first, in case any follow-up emails from us have been filtered there.

Ali

Re: Only order confirmation

mufin — Wed, 15 Oct 2025 13:21:13 GMT

So I have my order number starting with “xko” but still I can’t track my order. I also checked and the upfront I paid is still in process on my bank app.

Re: Only order confirmation

Ali_A — Wed, 15 Oct 2025 13:46:27 GMT

@mufin

If you're unable to track your order, I'd recommend giving our Customer Service team a call if you haven't already, so they can check the order was processed.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed. If the order did not complete we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali