I haven’t received/can’t find my order confirmation email. How do I check my order has been accepted?
Updated
Depending on your email provider and your email settings, your confirmation email might have gone into your Junk or Spam folder. Please check there first.
During busy periods, there may be a delay in receiving your order confirmation email. Please allow up to one hour before contacting us, and refrain from placing a duplicate order in the meantime.
If you still can’t find it, you can check whether we received your order and what status it’s in by following these steps:
Log in to your My Account on the Online Store.
Go to My Orders.
You’ll see the orders we have received, with the most recent first.
Your order will be in one of several statuses. Here’s what each means:
Pending: we had a problem taking payment using the details you gave, or you left the site before you finished at the checkout. Your order will be cancelled automatically in the next 24 hours.
Processing: we’ve successfully taken payment, and your order is with our Distribution Centre for preparation and packing.
Complete: we’ve sent your order, and you should have received a despatch confirmation email with tracking information.
If you placed an order as a guest, you will not be able to view it in My Account unless you know the order number and have an account on the Online Store. If you have both of these things, you can add the order to your My Account area by entering the order number into the Add Order By Number box in the My Orders section.