Customer Services | Order Information

After you have made your payment, Lloyds Cardnet (for Card Payments) or PayPal should return you back to our website, where you will see an order confirmation page with the heading THANK YOU FOR YOUR ORDER, this is confirmation that the payment has authorised correctly and your order has been submitted to the website for further processing by our warehouse team. You should also receive an email within a few minutes of placing your order which will also provide a summary of what you have ordered. If you do not have appeared to have received this email confirmation in your email INBOX, please check in your SPAM or JUNK email folder as your email app may have incorrectly treated the email as a junk or spam email by mistake.

If you are not returned back to our website and don't see an order confirmation with the heading THANK YOU FOR YOUR ORDER and your order did not return from the Lloyds Cardnet (card payments) or PayPal payment processing pages, then there may be an authorisation issue. Whilst this doesn't always affect your payment i.e., we do actually receive the payment, it results in the order not being finalised on our website.

The first thing to do is DON'T PANIC, we can check for your transaction and retrieve your order, but this sometimes may not always be spotted immediately, so may slightly delay the processing of your order.

This authorisation error can sometimes be caused by virtual wallet systems such as Apple Pay or Google Pay as they use a slightly different authorisation system due to the fact they are using virtual card details in place of your actual card details

If you believe you have been affected by this issue, please contact us and let us know the date and value of your order and we can look into this further for you.

Your order goes through a number of stages as we process your order and despatch it out to you. At each stage your order is updated to one of the statuses below, you will receive a confirmation email for your information. These statuses are:

• Card Payment Authorised - means that your card payment was successfully processed and your order is waiting for further processing by our warehouse team


• PayPal Payment Authorised - means that your PayPal payment was successfully processed and your order is waiting for further processing by our warehouse team


• Order Received - In Stock - means that all of the items on your order are in stock and your order has been selected by our warehouse for picking & packing


• Order Received - Stock Due Soon - means that some or all of the items on your order may not be in stock and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order


• Order Delayed - means that some or all of the items on your order may not be in stock or there was an issue found with something you have ordered, and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order or we have rectified the issue affecting your order


• Order Paused - Under Review - means that we have identified an issue with your order such as an incorrect post code or telephone number for example and have contacted you and requested more information. Once we have received the additional information we have requested, your order status will change to reflect your response


• Order Cancelled - By Request - means that we have received your order cancellation request and are processing this for you. Once completed we will issue a full refund for your order


• Order Cancelled - Order Issue - means that we have cancelled your order because their is an issue with your order such as an address discrepancy or if there is an issue with a product e.g., there is a supply issue or the product has been discontinued. We will cancel your order and issue an immediate refund for your order


• Order Amended - means that we have either made changes to your order at your request or we have made a change to your details as a result of a request for more information from you. Once amended, your order status will change to reflect any changes


• Order Refunded - means that we have issued some form of refund (either full or partial) for your order as a result of a cancellation request, an amendment to the order or we have received returned items for this order


• Your Order Has Shipped - means that your order has been booked for collection with our delivery partners and will be collected that day. Within the body of the email you receive, you should find a delivery tracking link for you to follow the progress of your order with our delivery partner


• Your Order Is Ready To Collect - means that if you have chosen the click and collect delivery option, then your order is waiting for you and is ready to collect from our store

If you want to check the status of you order, but you can't find the email we have sent you, don't worry, there are other ways to find out the status of your order depending on whether you ordered using an account or you checked out as a guest.

IF YOU CHECKED OUT USING AN ACCOUNT
In your Account Hub, you can click on the "View your order history" button and click on the eye icon for the order you wish to check on. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

IF YOU CHECKED OUT AS A GUEST
You can still access your order information, however it is done in a slightly different way. You will need to request the order history from our website and our system will send you a link for you to access your orders information. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

You can cancel your order without giving any reason as long as we have not despatched the order or notified you of the despatch from our warehouse within 14 days of placing your order. You may submit your cancellation request by using the form below and our customer services team will notify you if this has been successfully undertaken for you. We may still be able to cancel your order, even if we have notified you that it has been despatched providing your order has not been collected by our delivery partners.

If your order has not been despatched or you have not yet been notified of a despatch and you have checked your order history using the help information about Where's my order?, you can cancel your order on our Cancelling An Order page.