What is the payment method?
OnBuy accepts VISA, Mastercard, American Express, Maestro, Discover, and PayPal.
Can I track my order?
If the seller you ordered from chose to use a tracked delivery method, the tracking number will be in your dispatch confirmation email and you’ll be able to follow your order through the courier’s website.
You can also lookup the tracking information from the View Orders page in your OnBuy account. Once you’ve logged in, find the relevant order and click the ‘View Order Details’ button.
If the tracking number doesn’t confirm the status of your item, it’s likely that the courier or postal service hasn’t uploaded the tracking information yet.
Please note: As OnBuy is an online marketplace and not a retailer, they don’t dispatch anything ourselves and are therefore unable to provide any tracking information.
How do I cancel my order?
They appreciate that you may change your mind about an order, so if you decide to cancel your order within 30 minutes of placing it, it will be cancelled instantly.
To do this, log in to your OnBuy account, go the View Orders page and locate your order. Click the ‘Cancel Order’ button and you’ll be prompted to select a reason for cancelling as well as any additional comments for the seller.
If it’s been more than 30 minutes since you placed your order, you’ll need to request a cancellation from the seller. Simply follow the steps outlined above and your cancellation request will be sent to the seller to review. They will action this and contact you if needed.
What is your return policy?
OnBuy is an online marketplace: they’re not a retailer, so they don’t sell their own products (just their sellers’) which means the returns process will vary depending on the seller you order from.
You can view each individual seller’s return policy from their storefront. If you’re on the product page of the item you wish to buy, simply click the seller’s name above the price (if there are multiple sellers, scroll down to the ‘Compare Sellers’ table and select the seller you’d like to purchase from).
This will bring up a pop-up where you can click on the ‘Returns & Terms’ tab and view their individual return policy.
If you have any questions about the seller’s return policy, please contact the seller directly.
How quickly will a refund reach my account?
Once a refund has been processed by the seller, the money should reach your original payment method in 3-5 working days, although this can take up to 30 days for credit/debit cards depending on who you bank with.
You can check the status of your order from your OnBuy account from the ‘View Orders’ section. You can view any refund details by clicking the ‘View Order Details’ button.
