topic Online order in Orders

Online order

Kelly261080 — Wed, 12 Nov 2025 16:00:49 GMT

Hi I placed an order on the 9th November. I haven't received an email or the order. ??

Re: Online order

Kelly261080 — Wed, 12 Nov 2025 16:03:34 GMT

Also the upfront cost has been taken from my bank

Re: Online order

Ali_A — Wed, 12 Nov 2025 18:44:23 GMT

Hi @Kelly261080

Please check your Spam/Junk folder if you have received any email to confirm your order. If you're you don't find any email 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 wasn't completed, they can discuss what additional information we need to manually process the order for you.

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 does not get completed 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

Re: Online order

Kelly261080 — Wed, 12 Nov 2025 18:50:33 GMT

I have a order number but it wont work in the tracking

Re: Online order

Ali_A — Wed, 12 Nov 2025 18:52:40 GMT

@Kelly261080

As you're seeing an error when checking your tracking, your order may not have been completed.
Please give our Customer Service team a call so the Digital Sales team can check the order for you.

Ali

Re: Online order

Kelly261080 — Wed, 12 Nov 2025 18:54:37 GMT

Is there an online chat ?

Re: Online order

Ali_A — Wed, 12 Nov 2025 19:01:39 GMT

For all online order you'll need to give Customer Service a call directly @Kelly261080

The Digital Sales team are not available through online chat,

Ali