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Frequently Asked Questions

ACCOUNT INFORMATION

We can help you with questions about your OnBuy account, our website or the ordering process – please reach out to us via our Contact page. OnBuy is a marketplace, not a retailer, so you place your order with the seller and not us. Depending on your enquiry, it may be better to contact the seller directly. Have a question about a product? Whether its about the product, its pricing or stock levels, please contact the seller as they will be able to advise you best. Have a question about an order? For questions and issues with orders you’ve placed, please message the seller via your OnBuy account. Have an issue with an order that the seller can’t resolve? You can utilise the PayPal Buyer Protection scheme. As we’re not a retailer, we partnered with PayPal to offer you superior protection and security when using our marketplace. This includes secure transactions and access to the PayPal Buyer Protection scheme – even if you paid by card. You can file a PayPal dispute for orders that haven’t arrived, are faulty/damaged or vastly different to what was described.

At the bottom of applicable emails, you can select ‘Click here to Unsubscribe’.

If you wish to have your OnBuy account deleted, please get in touch with us in one of the following ways: via the ‘Contact Us’ page or through Facebook or Twitter. We’ll be sorry to see you go!
We don’t support guest checkout at this time, so you’ll have made an account during checkout by entering your email at the first step then entering your password later on.
If you need to reset your password, you can do so here.

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OnBuy takes customer data protection very seriously and we take the appropriate precautions to keep your personal details safe and secure. Your payment details are handled and protected by our payment provider, PayPal. Every transaction you make through OnBuy is protected with data encryption and monitored to prevent fraud, email phishing and identity theft.

You can create a new password for your account by going to the password reset page.

We’d advise checking you’re using the correct email address and password. You can create a new password on the password reset page.
 
If you’ve tried the above and still can’t log in, please contact us here.

You can make an OnBuy account by going to the create account page. Simply fill out the form and click ‘Register’. Alternatively, simply place your first order – you’ll create an account during checkout. With an OnBuy account, you’ll be able to: Manage your information (email address, delivery addresses, password) Place orders quickly and seamlessly Check the status of your order Contact the seller Leave product and seller reviews

PRODUCT & GENERAL ENQUIRIES

As an online marketplace that doesn’t sell anything directly, we don’t offer warranties so we would advise contacting the seller to see whether one is available for the item you’re interested in.
To do this, simply go to the product page of the item you wish to buy and click the seller’s name where it says ‘Sold by’ above the item price, then click ‘Ask a Question’.
You will then be asked to log in to your OnBuy account and a box will pop up where you can type your question to the seller. The seller should then be able to advise if a warranty is available for this item.
Refurbished products should list warranty details in the refurbishment notes – you can see different sellers’ refurbishment notes in the ‘Compare Sellers’ table.
The best way to see if a particular item is in stock is to search our site for it. You can do this in a number of ways:
 
  • Using the search bar at the top and typing in the item name
  • Browsing the relevant category
  • Checking a seller’s storefront

Once you’ve found the item you’d like to buy, you can check stock levels from the product page. When the lead seller has plenty of stock, you’ll see a tick and ‘In Stock’ underneath the product title. If the seller has less than 10 in stock, you’ll see a message letting you know the stock levels.

We want to help make it easy for you to find and buy what you need. You can look for the product you want by using the search bar at the top of every page or via the drop-down menu to the left of the search bar. You can also shop by brand or explore the latest deals.
 
Once you’ve found a product you’d like to buy, simply click the ‘Add To Basket’ button on the product page. Then click either the ‘Go To Checkout’ button in the pop-up window or the basket icon in the top-right corner. Please note: If it’s a refurbished or used item, you’ll need to read the refurbishment notes or confirm the used condition you’d like before adding it to your basket.
 
Enter your email address then your delivery details. If you don’t have an account, you’ll create one at this stage by confirming your email address and entering a password.
 
At the last stage of checkout, you can review your order before you pay. You may be able to upgrade to Priority delivery here!
 
When you’re ready to pay, click either the PayPal button or one of the card buttons at the bottom of the page (you may see a ‘Go To Payment’ button which will scroll you to the payment options). We use PayPal to process our payments, so even if you pay by card, the payment window will have PayPal’s logo.
 
Once you’ve paid, that’s it! We’ll confirm your order via email and let you know when the seller dispatches it, so just sit back, relax and wait for your order to arrive. Don’t forget to review us on Trustpilot and let others know you enjoyed your shopping experience!

The seller. We’re an online marketplace and don’t sell our own products (just our sellers’ products), so we always recommend contacting the seller with any product queries as they’re the ones who know their products best. We wanted to make it easy for you to contact our sellers, so there are several ways to do it:

  1. On the product page, click on the seller’s name above the price and then click the ‘Ask a Question’ button
  2. If there are multiple sellers, you can scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller
  3. If you’re browsing the seller’s shop, click on ‘Details’ at the top and ‘Do you have a question?’

You’ll then be asked to log in to your OnBuy account and a box will pop up where you can type your question to the seller.

We’re an online marketplace with thousands of sellers. While our sellers do update their stock levels regularly, on rare occasions it’s possible that their stock levels are inaccurate and they have to cancel your order.
 
As an online marketplace operating a catalogue system, we enable multiple sellers to list on a particular item. While one seller may have cancelled your order due to no stock, the item will still show as being in stock if there are other sellers listed on it. If none of our sellers are listing on an item, the product won’t show in categories or when you search for it.
Alongside our everyday great savings, you’ll find OnBuy Deals that showcase popular items with great savings off the RRP – exclusive to our buyers.
 
As we offer competitive selling fees, our sellers are able to make savings and pass those savings on to you, so we decided to highlight their best offers for you to shop with ease!
We want to make sure that the products listed on OnBuy are not only of a high quality, but legal. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please complete the form here.
 
We’ve made shopping on OnBuy even more rewarding, so along with our sellers’ everyday great prices, you’ll come across 3 product tags: Deal, Hot and Price.
 
The best offers from our sellers are highlighted with the Deal tag and are exclusive to OnBuy customers. These superb offers can be shopped from our Deals page, where you can filter your search by category, brand, price and more to find a great bargain.
 
A Hot tag displayed next to an item means that this particular product is popular on OnBuy and is selling quickly – so make sure to get in there fast!
 
Finally, products with a Great Price tag let you know that this particular item has a competitive price compared to other websites. Why shop elsewhere when you can save with OnBuy?
 

ORDER ENQUIRIES

The vast majority of OnBuy’s sellers are based in the UK, but we have welcomed some overseas sellers on board. As per clause 7.5.5 of our Seller Terms, the seller is responsible for covering the cost of any import duties and taxes for products delivered to the UK.
 
Please note: Products ordered to a delivery destination outside of the UK may be subject to import duties and taxes that’ll be applied when the delivery reaches that destination.
OnBuy is an online marketplace that brings buyers and sellers together – we’re not a retailer, so you place your order with the seller which means we are therefore unable to provide VAT invoices.
 
You can contact the seller you ordered from directly to request a VAT invoice. To do this, go to the View Orders page in your OnBuy account and locate your order. Then, simply click ‘Contact Seller’ and they will be able to confirm whether an invoice is available and provide it accordingly.

We 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 to 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 write 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. Please note: It’s not always possible to cancel an order, for example if it’s been dispatched or the seller has started processing it. In this case, please see How do I return my product/s? and follow the process when your order arrives

There are several ways to check the estimated delivery date for your order:

  1. When your order is confirmed, you’ll receive a confirmation email with an estimated delivery window.
  2. Once your order has been dispatched, we’ll update you with a dispatch confirmation email containing the estimated delivery window.
  3. You can also find the estimated delivery window by logging in to your OnBuy account – go to the View Orders page, locate the order and hit the ‘View Order Details’ button.

Please note: While your order should arrive within the delivery window provided, please bear in mind that the dates are an estimate given by the seller’s courier company. If your order hasn’t arrived within the specified time frame, please see My order is late – where is it?

You’re shopping on OnBuy. We’re an online marketplace, not a retailer, so we bring buyers and sellers together. You can see the lead seller of a product from the product page where it says ‘Sold By’ above the price. If there are other sellers listed on this item, you can see their product price and delivery options by clicking ‘See Other Sellers’ in the delivery box below the price, or scrolling down until you see the ‘Compare Sellers’ box. To see a seller’s details, reviews, delivery options and return terms, simply click their name on the product page and a pop-up window will appear where you can view this information. To give you an ultra-secure shopping experience, payments are made directly from you to the seller via PayPal, our payment processor.

The best thing to do is to contact the seller you ordered from directly – they’ll be able to advise. To do this, go to the View Orders page in your OnBuy account. Once you’ve located the order, click the ‘Contact Seller’ button. You’ll then be able to communicate directly with the seller. In the unlikely event that you received an item that is faulty, damaged or not as described and the seller can’t resolve your issue, you can seek assistance from PayPal. Please see I have an issue – how can I benefit from the PayPal Buyer Protection scheme? for more information.

If your order hasn’t arrived yet, the first thing to do is check the delivery dates. You can see the delivery information for your order on the View Orders page in your OnBuy account. If the estimated delivery window has passed and you haven’t received your order, please contact the seller you ordered from – as they sent the item, they can advise you as to the next steps. To do this, log in to your OnBuy account, locate the order on the View Orders page and select the ‘Contact Seller’ button.

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 look up 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, we don’t dispatch anything ourselves and are therefore unable to provide any tracking information.

We always recommend contacting the seller directly with enquiries about products, orders, deliveries and returns as they’ll be able to advise you best.

Before contacting the seller, we’d advise you to check out their storefront as this may answer your question quicker. To do this, click their name on the product page where it says ‘Sold By’ underneath the product title, or in the ‘Compare Sellers’ table further down the page.

For order enquiries, simply click the ‘Contact Seller’ button on the relevant order on the View Orders page in your OnBuy account.

If you have a product question, you can contact the seller via their product page in two ways:

 

  1. Click on the seller’s name above the price and then click the ‘Ask a Question’ button
  2. Scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller

 

If you’re looking to ask a question about a product in refurbished or used condition, you can contact the seller from the product page by clicking the ‘Choose Price Below’ button then the ‘Ask a Question’ button by your preferred seller.

For delivery questions, check out Do you deliver to me? and for return questions, take a look at What is your return policy?

Please note: OnBuy is an online marketplace, so we don’t sell anything ourselves and are therefore unable to provide detailed information about products or advise on delivery/returns beyond what is listed on the site. If you’re aware of products that break the law or violate OnBuy’s terms, please report these to us here.

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DELIVERY INFORMATION

As OnBuy is an online marketplace that connects you with thousands of sellers, delivery costs will vary depending on the seller you order from. We aim to make the shopping experience on OnBuy as easy and transparent as possible, so you’ll find the delivery cost for each item displayed on its product page below the price. For listings with multiple sellers, you can also scroll down to the Compare Sellers table and view delivery costs for the different sellers of the particular item. If you’d like to view a seller’s general delivery costs, you can click on their name and select the Delivery tab that will display the costs to the destinations they ship to. When browsing from a seller’s storefront, simply click the Delivery tab at the top to view their general delivery costs to the different destinations they ship to. Please note: When you’re browsing the seller’s delivery costs on their storefront, please bear in mind that sellers may have additional charges that apply to specific products.

OnBuy is an online marketplace with thousands of sellers who set their own delivery costs and times. This means that your order may have multiple delivery costs or different delivery times if you are purchasing from either one seller or more than one seller.
 
If you are purchasing items from more than one seller, your order is likely to have multiple delivery costs and different delivery times.
 
If you are purchasing multiple items from one seller, you may find that your order has multiple delivery costs or different delivery times.
 
Sometimes sellers will have additional delivery charges on specific items (such as heavy items that cost more to ship or items of high value that require a signed-for delivery). This means that you may see multiple delivery costs on your order, despite all the items being ordered from one seller.
 
Sellers may offer faster delivery on particular items that are ready to ship from their warehouse while some items may not be available for faster delivery, which means that your order may end up with different delivery times.
We’re an online marketplace and don’t sell our own products (just our sellers’), so delivery times and destinations will vary from seller to seller. Our sellers have the ability to set customised delivery templates, and the locations they choose will depend on the courier and services they have access to. You can easily find out if the seller you’d like to order from delivers to your location from the product page. There’s a box with delivery information below the ‘Add To Basket’ button. You can click on the location shown, which will bring up a pop-up where you can set your location. It will then display whether this particular seller delivers to your location. Once you’ve selected your delivery location, you can scroll down to the ‘Compare Sellers’ table to see if there are any other sellers listing under this item who are able to deliver to your location.

RETURNS & EXCHANGES

We’re an online marketplace, not a retailer, so you’ll need to request a return from the seller you ordered from. This can be done through your OnBuy account. Simply go to the ‘View Orders’ section in your OnBuy account and locate the order you’d like to return. Then, click the ‘Return Items’ button and select a reason for your return. You’ll also have the option to leave any additional comments for the seller. Please note: Return policies vary from seller to seller and the submission of a return request does not guarantee your return will be accepted – this is up to the seller. Please don’t return your item to the seller if your return request hasn’t been accepted and you haven’t been provided with a returns address.

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.

OnBuy is an online marketplace: we’re not a retailer, so we don’t sell our own products (just our 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. Please note: You have rights regarding returns as detailed in Clause 9 of our Customer Terms.

COVER GENIUS

Please visit xcover.com/claim to start the quick and hassle free claims process. The online claim form will guide you through this process and the dedicated claims team at XCover aims to complete 95% of claims within 3 days of claim lodgment. Keep an eye on your emails for further instructions once you’ve lodged your claim. Find out more at xcover.com/help.

Your items are protected from the date that you purchased the item. Your coverage duration is shown in the protection wording which can be viewed at the time of purchase or in your XCover Account.

XCover.com is owned by Cover Genius, an insurance technology company that was recently recognised by the Financial Times as the fastest growing company in the region. Cover Genius has won dozens of international awards within the retail, technology and insurance industries for innovations in claims and customer support. XCover’s insurance policies are backed by some of the world’s largest insurance and warranty companies including Lloyds.

Please visit XCover Help for this and other questions, or login to your XCover Account to check the details of your protection.

You can cancel, make changes and view the details of your XCover Protection at any time; just login to your XCover Account.

XCover provides a global repair and replacement service. Items with XCover Protection are replaced if the repair cost exceeds the replacement value. Repairs are undertaken when, for example, the manufacturer’s warranty has expired or there’s a defect or damage, such as water damage, that’s not covered by manufacturers. Repairs are undertaken by licenced local technicians who will fix damaged products in your home, at a local repair shop or in our service centres. Where an item can’t be replaced, XCover pays instantly into any bank account globally. Your XCover Protection will also cover you for theft. Details of your XCover Protection are available in your XCover Account or view this article for more information.

XCover.com is OnBuy’s trusted protection partner, with over 3 million customers globally and an average 4.8 out of 5 stars from thousands of reviews on Google and Trustpilot. XCover’s simple, fast and stress-free repair and replacement process delivers peace of mind if your item has damages or defects that aren’t covered by the manufacturer’s warranty or, depending on the product purchased, if they’re stolen or lost.

PAYMENT INFORMATION

For your security and protection, payments are processed by PayPal, and while the seller doesn’t receive the funds until the item is dispatched, as soon as an order is placed the funds are securely put on hold by PayPal. If an order is cancelled within 30 minutes of placing it (so before it reaches the seller), PayPal process the funds back to your original payment method which can take 3-5 working days or up to 30 days for credit/debit cards. If your order has been received by the seller, you’ll need to request a cancellation.

We chose to partner with PayPal to offer all our customers enhanced security and protection when buying from sellers through our marketplace. A benefit of our partnership with PayPal means that in the unlikely event of a problem with your purchase (for example: your order is faulty, damaged or didn’t arrive) you can use PayPal Buyer Protection to resolve it. The scheme can be used to resolve issues with eligible purchases regardless of whether you have a PayPal account or not – this means that you can use the scheme even if you paid by debit/credit card.

All payments on OnBuy are processed and secured by PayPal. We never handle your money; your payment moves from you directly to the seller, processed by PayPal. You can pay for your order with a variety of payment methods. You can use most major credit and debit cards (as a PayPal guest), or you can check out using your PayPal account (be it your PayPal balance or linked bank account). All payments are processed through PayPal so you don’t need to be registered with PayPal to pay for your order, however you can choose to create a PayPal account during checkout.

Where can I get an OnBuy discount code? Discount codes are generally sent to our customers via email, however, from time to time, we may offer discount codes across our social media channels. In many cases, your discount code will automatically be applied to your account, so you won’t need to enter it manually at checkout. Can I use my discount code on all items? No. Discount codes can’t be used in conjunction with any other promotion or deal (including but not limited to site-wide discount events or product deals discounted by OnBuy). When does my discount code expire? When we issue the code, we’ll tell you how long you have to use it. How many discount codes can I use per order? Unless otherwise specified, one discount code can be used per order. Why doesn’t my discount code work? If your code isn’t working, we’d advise you to double check the following: See the Discount Codes Terms to check your code is valid for your purchase. Some codes are only redeemable: a) on certain products or ranges b) when you spend over a certain amount Try entering your code one more time, checking the spelling carefully.

If you made your purchase using your PayPal account or you registered an account with them during the checkout process, you can open a dispute through their Resolution Centre by clicking here. If you would like to use the scheme but don’t want to create an account, you can call PayPal here with the transaction ID from your PayPal payment receipt email. You must open your dispute within 180 days of making the payment. If your issue can’t be resolved by the seller, you can escalate your dispute to a claim – you’ll have 20 days after the dispute was raised to do this. If you would like any assistance filing a dispute with PayPal, please contact us here – we’ll be more than happy to advise.

We use PayPal as our payment processor to provide you with a secure, seamless shopping experience. This means that all payments you make to sellers, even those made by card, will be processed securely by PayPal.

OnBuy is a true online marketplace: we connect buyers with sellers, which means you place your order with the seller. For your security and peace of mind, transactions are carried out via PayPal using their world-class technology and encrypted for protection against fraud and other common issues. We never handle your money; your payment moves from you directly to the seller, securely processed by PayPal.

FAQS

The standard order turnaround time is 11-14 days (most products) after artwork is approved and payment is received. We do offer a rush fee that we can guarantee the product within 6-10 days with an additional fee of $150 or 15% of the total order. Whichever is greater.

Shipping costs depend on the weight of the product as well as how the product will be shipped. If shipped standard ground it will be the lowest cost, any express or expedited shipping will always cost more. Contact us today to get a detailed quote.

None at all, we accept all orders.

Changes must be made before the order is sent to production. Customers will always approve artwork before it is sent to production, but if for some reason they try to change and or cancel the order once we have begun printing we cannot stop the process. Contact your sales rep immediately to see if you can cancel or change your order.

To track your order please enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received

Will I receive the same product that I see in the picture?

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Where can I view my sales receipt?

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How can I return an item?

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Will you restock items indicated as “out of stock?”

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Where can I ship my order?

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