- Once you've placed an order with us, it goes through various stages before it's despatched - including payment authorisation and packing, right through to "completed".
- You can check what stage (the status) it's at by logging into your account and choosing the order.
- When you have the order on the screen the status will be listed.
Please see below for a full list of all of the statuses that an order moves through and what it means:
- Order Placed
We can confirm that you have placed this order and it will now start its progression through our system.
- Awaiting 3D Secure Re-Authorisation
Your credit card details have been submitted for authentication and approval through VISA or MasterCard. More details about this scheme can be found on the VISA or MasterCard website. This is an added security system specifically designed by the banks and credit card companies to protect online buyers. There is no need to contact us at this stage.
- Awaiting Card Authorisation
This means that your payment is in a queue of payments to be authorised by our credit card security team. We aim to process all payments within 2 hours. There is no need to contact us at this stage.
- Awaiting Security Check
Your order waiting for security checks to be carried out by our credit card team in order to process payment for your order. If we need further information from you one of our team will contact you.
- Security Check - Contact dabs
For reasons out of our control, we have been unable to authorise your details. This is normally an address issue and confirmation of these details can be sent to firstname.lastname@example.org. Please DO NOT send us your credit card details by email.
- Payment Problem
Due to reasons out of our control, we have been unable to take the funds from your preferred payment method. Please contact your credit/debit card provider to find out the reason for this. Once you are happy that the payment will be cleared, please email email@example.com and ask us to attempt to take the payment again.
- Awaiting Processing
This means that all our security checks have taken place and payment has been taken from your chosen payment method. Your order is now in a queue in our warehouse awaiting despatch. Your order should only be in this status for a maximum of 2 hours.
- Awaiting Stock
One or more items on your order are not available in our warehouse and this normally means we are waiting for these to arrive from our suppliers. If we have an expected delivery date, this will be shown against the product and will be the best information we have. The date may be subject to change as our delivery dates are subject to change from our suppliers. Our website shows the latest information available and our CS team are unable to provide further details. Please rest assured that our buying team is working hard to ensure that we source the goods as quickly as possible.
- Stock Problem
One or more items on your order have now been discontinued by the manufacturer. This means that we are unable to supply this product to you and the next step would be to replace this item for an item which is in stock to allow your order to ship.
- Order Awaiting Packing
This means that payment has been taken and the details of your order have been passed to our warehouse. The items have not yet been picked for despatch and depending on your chosen delivery method/time you could see this status for up to 48 hrs. Please note that we are unable to cancel your order at this stage.
- Packing in Progress
The picking of your order has now begun and you will see this status until all of the items have been placed into your consignment box. Please note that we are unable to cancel your order at this stage.
- Order fully packed
Your order has now been picked and packed and it is now awaiting collection by courier. Please note that we are unable to cancel your order at this stage.
This means your order has been fully packed and has been loaded onto the delivery van. We will send you an email once the courier has left the warehouse confirming the despatch of the order and providing you with the consignment details.
- Order Cancelled
Your order has been cancelled, either by you or our internal systems. Our internal systems cancel orders if we have contacted you for information and have not received a reply back from you. If you did not receive this notification, please check that the email address on your account is correct. Please note that you will now need to place a new order if you still require the goods.
How can I track my order during transit?