My Orders, Tracking & Returns

Your order history, order status timeline, live shipment tracking, invoice downloads, and how to request a return.

Everything about an order you've placed — status, delivery tracking, invoice, and returns — is reached from My Orders.

Your order history

Go to My Orders to see every order you've placed with the store, newest first. Each row shows the order number, date, item count, total, and current status.

Order statuses read in plain words, including Out for delivery, Returned and Refunded, on My Orders, the order detail page and order tracking.

Orders needing action appear separately, at the top

If any of your orders can still be cancelled or have a payment still pending, they appear in a Needs your action strip above your full order list, each with a Cancel and/or Complete Payment button right on that row (see below). This strip only shows when you have at least one order in that state — the rest of your orders, including everything already shipped or delivered, appear in the main list underneath with no action buttons attached to them.

Click an order to open its order detail page:

On the order detail page

What was ordered — each item, its variant, quantity, and price. The item photo is the one that was showing when you placed the order: if the store later changes or removes the product's photo, your past order keeps the original picture.
Your shipping and billing address for that order — or, if you chose in-store pickup, the pickup location instead of a shipping address.
Any gift message you added, if the order was placed with gift wrap.
Payment method and payment status.
The order status timeline (placed → processing → shipped → delivered, or cancelled).
A status label in plain words. An order that is out with the courier reads Out for Delivery, and one whose return has begun reads Return Initiated — not the raw status text.
A Payment & invoice section with a payment timeline and invoice download (see below).

On phones, floating cart and WhatsApp buttons are hidden on order-detail and order-confirmation pages to keep your totals and addresses clear.

Payment & invoice

Below the main order details, a Payment & invoice section shows a short timeline built from what's actually happened on your order:

Order placed — always shown, dated to when you placed the order.
Payment — done, failed, or pending, along with the payment method you used. Cash on delivery reads Cash on Delivery.
Invoice available — becomes done as soon as payment is done.
Refund credited — only appears if part or all of the order was refunded, with the amount and date.

Select Download invoice

A Download invoice button on this section gets you a PDF of the order — your billing details, a line-item breakdown, and totals.

If it's not ready yet

If your payment hasn't gone through, you'll see: "Invoice will be available once your order is confirmed" — the invoice generates automatically the moment payment is confirmed, so check back once your order shows as paid.

When a refund is completed, the store also generates a credit note — you'll see it right below the Refund credited line, labelled Credit note followed by its own sequential number (separate from the order's invoice number), with a Download link, once the store has finished generating it. Selecting Download gets you the same PDF that was emailed to you.

If the credit note isn't showing yet

Credit notes generate automatically right after the refund completes, but not always instantly — until then, you'll only see the Refund credited amount and date, with no credit-note line under it. If you select Download just as it's still generating, you'll see: "Credit note will be available shortly. Please check back later." Refresh the order page in a minute or two, or check the email tied to your order for the PDF in the meantime.

Cancelling an order

You can cancel an order yourself while its status is Pending, Confirmed or Processing. The Cancel order control is hidden once the order is no longer cancellable. It appears on the order's detail page whichever order-detail layout the store uses: stores on layouts that did not include a cancel control now show Cancel order as a text link below the order details. Once it ships, request a return after delivery instead, or contact support if you need to stop a shipment already on its way. You can start a cancellation from two places: the Cancel button on that order's row in the Needs your action strip at the top of My Orders, or from the order's own detail page.

Why don't customers see Cancel order?

Check the order's current status. Shipped, Out for delivery, Delivered, Cancelled, Return initiated, and Refunded orders have no Cancel order control. If the order has shipped, contact support; after delivery, use Request return if the order is eligible.

Cancelling opens a confirmation dialog first — pick a reason before it submits:

Changed my mind
Wrong item ordered
Found a better price
Delivery is taking too long
Other (type in your own reason)

A reason is required; the cancellation isn't submitted until you pick one (and, if you pick Other, describe it).

If you'd already paid, cancelling refunds you automatically

If you'd already paid for the order, cancelling it triggers an automatic refund to the payment method you used and, since the invoice was already issued, a credit note for the full amount — you don't need to file a separate return or refund request for this. Both show up in the Payment & invoice section above once they're processed — see Payment & invoice above. If your order was Cash on Delivery and you hadn't paid yet, there's nothing to refund, so cancelling it simply cancels the order.

Reordering

From an order's detail page, Reorder all re-adds every item in that order to your cart in its original quantity in one click. If you only want one item back, use Reorder on that individual item instead of the whole order.

The store may have renamed the button, so its label can be different.

Items bought by weight, length or volume go back in with the same amount and unit (for example 2.5 kg). Reorder keeps the chosen variant, so if the same item is already in your cart the amounts add up on one line instead of creating a second one.

Completing a pending payment

If an order is still pending with payment pending — for example your online payment was interrupted — a Complete Payment button appears on that order's row in the Needs your action strip at the top of your My Orders list. It takes you back into checkout with that order pre-selected so you can finish paying without placing a new order.

Bundles on an order

Rolling out: not yet available on all stores

Bundles are switched off by default, so orders do not show these cards until the store has them enabled.

An order that includes a bundle shows a card for each bundle purchase on the order detail page, with the bundle name (and x2 and so on for several sets) and You saved when there is a saving. Each component appears once inside its bundle card, with its variant, quantity, net line total, and original line total struck through when available. Items bought separately stay outside the bundle cards; separate bundle purchases keep their own cards. Each line's total already includes its share of the bundle saving. The same grouping appears on the order confirmation page, where the Subtotal is the sum of the item lines (not the grand total, which is shown in the Total row). Reorder adds a bundle back as a bundle only if it is still active and all its items are available; otherwise the items are added individually and a message says so.

Seeing your return's refund amount

When you have filed a return, the same Payment & invoice section lists it under the payment steps with the refund amount: Refund requested on (date) while the store has not answered, Refund approved on (date) once approved, and Refund credited on (date) when the money has been sent. Returns filed from the order page and returns filed through the other return route are listed the same way. If a line shows a date but no amount, the store has not worked out the refund yet; check again after they respond.

Tracking a shipment

Once your order has shipped, go to the order detail page and open Track order (or /orders/:id/track) to see:

A visual timeline: placed → confirmed → shipped → out for delivery → delivered (or cancelled / return initiated / refunded, depending on what happened).
The carrier name and an estimated delivery date.
A tracking link/number where the courier provides one.
Delivered appears once in the timeline, even when the courier sends the same status more than once in a row.
A Your returns list above the tracker, once you have filed a return (see below).

Your returns on the tracking page

If you have filed any return on this order, a Your returns section appears above the tracker. It lists every return, newest first. Each entry shows:

The status: Return requested, Return approved, Return rejected, Picked up, In transit, Received back, Refunded or Cancelled.
The refund amount on the right, once the store or the refund has fixed one. No amount is shown until then.
Each returned item as its name and quantity (for example, a name followed by × 2).
Requested on (date).

If the section is missing, no return has been filed on that order yet, or the page is still loading; refresh after a moment.

Returning a shop purchase

A bill paid at the shop counter appears under Orders like any other order, but it is returned at the shop. On its order detail page, its order tracking page and the return page (/orders/:id/return), a card titled Return this purchase at the shop replaces the return button and the return form. It says returns are handled at the counter, shows your Bill number, the shop name and address, and Call the shop with the shop's phone number when the store has one set. A Back to order button on the return page goes back to the order. Online orders keep the normal return flow described below.

The shop receipt on the order detail page (Receipt & add-ons) shows the shop name, Receipt no. (left out if the bill has none) and the date. It no longer shows internal order or document numbers.

Why can't I request a return online for my shop bill? Shop purchases are returned in person: bring the item and show the bill number on the card.

Requesting a return

Returns can only be requested once an order has been delivered. Every return form lets you choose which items to return and how many of each, so you can send back part of an order.

If your order layout opens a return dialog first, its step indicator reads Check eligibility → Choose a reason → Arrange pickup → Confirm return → Track return. The dialog has the same item and quantity selection, a reason and an optional comment, and submitting it sends the return request. It has no refund destination or photo upload; the full return page (/orders/:id/return) has both. If a dialog cannot send a quantity for each chosen line, it opens the full return page instead, which always has the picker.

Open the order and start a return

From the order detail page (or /orders/:id/return), select Request return.

Select purchased lines

Tick the lines you want to return — you don't have to return the whole order. Lines that came from a bundle are listed under the bundle's title, and you can tick one component without the others. Each line shows its Net price paid. Ticking a line enables its Return quantity control, with Decrease quantity and Increase quantity buttons, which starts at the smallest allowed amount (one piece, or one selling-unit increment for measured goods). The compact Request a Return dialog shows a number box instead and starts it at the largest quantity you can still return, so check it before you submit. Out-of-range values snap back to the nearest allowed quantity.

Piece items move in whole numbers.
Measured goods (weight, length and similar) move by the item's selling-unit increment. The minimum is one increment; the maximum is the largest whole number of increments that fits in the quantity still returnable on that line.

Choose a reason

Pick a reason: damaged, wrong size, not as described, changed mind, or other. Add a description if you'd like to explain further.

Add photos (optional)

Upload photos of the item, especially useful for damaged or wrong-item claims.

Choose your refund destination

Pick where the refund should go: back to your original payment method, or as store credit. This choice is required before you can submit.

Submit

Submit the return request. The merchant reviews it and approves or rejects it — you'll see the return's status update from the order page once they respond. The request also appears in that order's return history. The merchant sees the destination you chose as Customer requested refund to on the refund.

What the confirmation shows

After you submit, the confirmation shows the refund amount the store's server calculated, when it returns one. For bundle lines that is each returned line's net price paid (after its share of the bundle saving and any coupon), scaled to the quantity you return. The list price is not a refund promise. Submitting asks for a return; it does not mean the refund has been paid. Earlier refunds reduce what is still available, and combined refunds cannot exceed what was paid.

Why is an item greyed out or missing a tick box?

A line cannot be ticked when it is not eligible for return, when all of its quantity is already in an active or completed return, or when what is left is smaller than one increment (for example 0.2 kg left on an item sold in 0.5 kg steps). The line then shows a short reason such as No quantity remains available for return. or The remaining quantity is below the minimum return increment. — contact the store about the leftover. Quantities in active or completed returns are already taken off before you pick, so the maximum you see is what you can still return.

Pressing Submit twice is safe. The button locks as soon as you send the request, so a double tap or a second click sends only one return. After a successful submit the page shows the confirmation (with your return reference when one is available) and cannot be submitted again from that screen. If the request fails, the lock is released and you can fix the problem and submit again.

Why does it say a return is already open for this order?

You get the message A return request is already open for this order when you submit a return for an order that still has an earlier return the merchant has not finished with. A return stops blocking only once it is rejected, refunded, or cancelled; until then, wait for the merchant's decision from the order page rather than sending another. For other rejections the page shows the store's own message when it is a readable one, and Something went wrong. Please try again. only when the message is technical.

Note

If an order isn't eligible for return — not yet delivered, or past the merchant's return window — the return page explains why instead of showing the return form.

Returning items from a bundle

Tick the individual bundle components you want to return and choose a quantity for each, as described above. The refund for each line is based on its allocated net amount after its share of the bundle saving and coupon discount, scaled to the returned quantity. Earlier refunds and returns reduce the amount still available, and the combined refunds cannot exceed what was paid. Returning every line does not restore money already refunded.

Why can't I return the same quantity again?

Earlier returns, including completed returns, count against the quantity you bought. Rejected or cancelled requests release that quantity; a refunded return does not. If you see Return quantity exceeds the remaining purchased quantity, check the quantities in your earlier requests and ask the store for help if the history looks wrong. If the remaining quantity changed after you opened the form (for example another request was filed meanwhile), submitting shows a readable message such as The selected quantity exceeds what is available to return. or Choose a quantity in the item’s permitted increments. — refresh the page, adjust the quantity and submit again. When you ask for more than is left, the message is followed by Remaining returnable quantities and the name and number still returnable for each line you chose, so you can lower the quantity straight away. This appears in both the compact Request a Return dialog and the full return page.

Choosing shop credit for a store return

If a shop offers shop credit for a return, sign in, open the order's tracking page and select the Review refund choice button. The two choices then appear: Keep original refund method and I choose shop credit for this refund. Choosing credit and selecting Authorize this shop-credit refund shows a text box labelled Shop-credit refund authorization. Show or copy it to the cashier, who pastes it at the counter; the refund is processed only after the counter confirms it. The same choice also opens from the address /returns/(return id)/shop-credit. If This return cannot be authorized now. Review it again for the latest refund details. appears, press Review refund choice again.