Paying for, tracking and returning an order
Bank transfers, delivery status and the right of withdrawal.
Where: Commerce › Your purchases
- Bank transfer: the order shows the beneficiary, the IBAN, the reference and the deadline. Make the transfer with that reference; if it does not arrive in time, the order is cancelled automatically.
- Online payment: if you left the payment page without paying, use "Pay now". If the payment is waiting for confirmation, do not pay again.
- Shipping: once it leaves, the order shows the carrier and the tracking number, with the "Track the shipment" link.
- Collection: we let you know when and where you can collect it.
- Invoice: it appears on the order itself, under "Invoices". The guide "Invoices for your orders" explains when it arrives and what each message means.
- Quote: if you were sent a link to a quote, the guide "Accepting a quote and turning it into an order" takes you through it step by step.
- Withdrawing: on the order, press "Withdraw from contract here", choose which products you return (no reason needed) and press "Confirm withdrawal". You can do it before you receive it and up to 14 days after delivery (or the shop's longer term); the order shows the deadline.
- You get an acknowledgment by email at once, with what you sent and the date and time. The return instructions (and the label, if there is one) then appear on the order.
- We refund what you paid, including standard delivery, through the same payment method within 14 days at most; we may wait until we receive the products. You see the refund and the corrective invoice on the order.
- A product shown as "Sold out" cannot be added: the shop never sells more units than are left.