Track order
Frequently Asked Questions
Where do I find my order number?
You’ll find your order number in your order confirmation email. It’s sent right after you place your order. Can’t find it? Check your spam folder first.
What does my order status mean?
Here’s what each status means:
- Processing payment → Your payment is still being completed.
- Processing → Payment received. Your order is being prepared.
- On hold → We’re waiting for your payment (usually bank transfer).
- Completed → Your order has been shipped.
- Cancelled → The order has been cancelled.
- Refunded → The full amount has been refunded.
- Failed → Something went wrong during checkout (often a declined payment). It’s safe to try again.
When does my order move from “Processing” to “Completed”?
Our warehouse operates Monday to Friday, 09:00 – 22:00. Once your package is picked & packed in our warehouse, the status automatically changes from Processing to Completed.
Can I still change my order?
Only if it hasn’t been shipped yet (status not Completed). Contact us via WhatsApp as soon as possible: the faster you act, the better your chances.
How long does shipping take?
Please go to our dedicated shipping page for more information.
I didn’t receive an order confirmation email
First, check your spam or promotions folder. Still nothing? Contact support so we can verify your email address.
My tracking link doesn’t work
No stress, just contact support and we’ll check it for you.
Tracking says ‘Delivered’, but I didn’t receive anything
First, check with housemates, family members or neighbours. Sometimes parcels are accepted on your behalf. If it still hasn’t turned up after 24 hours, contact support and we’ll investigate.