My Order
- Select the products and add them to the shopping cart.
- Open the cart and review the selected items.
- Choose delivery method and provide the shipping address.
- Select payment method and confirm the order details.
- Place the order.
Problems when Placing Orders
If you can’t place an order, check the most common causes below.
- Double-check product availability and selected quantity.
- Verify shipping address details and delivery region.
- Confirm your payment method is valid and authorized.
- If the issue persists, contact support with the error message.
Limitations
Some shipping and payment methods may not be available for certain regions and product categories.
Rescheduled delivery or extended storage period
In special cases, delivery may be rescheduled or storage time extended due to carrier constraints or holidays.
Change the name or number of the order recipient
To confirm whether recipient details can be changed, contact support and provide your order number. Learn more
Add an extra product to the order
If your order is already placed, you can’t add new items to it. Create a new order for additional products.
Cancel order
You can cancel an order before it is shipped. After shipment, cancellation may not be possible. Learn more about canceling an order
- Go to the order details page.
- Select Cancel order.
- Choose a reason and confirm.
You can track order status in your personal account in the Orders section.
Breakdown of order statuses
Statuses before shipping
- Created — order has been placed.
- Processing — order is being prepared.
- Payment pending — payment confirmation is required.
- Confirmed — order confirmed and ready for shipment.
Statuses after shipping
- Handed over for delivery — passed to the carrier.
- In transit — traveling to destination region.
- Out for delivery — courier is delivering.
- Delivered — delivered to recipient or pickup point.
- Cancelled — cancelled or returned.
The order was split into several shipments
This can happen when:
- Products ship from different warehouses.
- Items have different availability timelines.
- Carrier constraints require separate delivery runs.
Order delivery date
You can view delivery period on the order page. Delivery dates may be updated by the carrier.
Why order delivery is rescheduled
- Carrier schedule changes or route restrictions.
- Delays in sorting centers or customs.
- Weather conditions or peak season workload.
Reasons for order cancellation
The order may be cancelled if an item is out of stock or payment could not be completed.
I wasn’t notified that the order has arrived
- Check your email spam/junk folder.
- Verify your email address in your account.
- Check the order page for the latest updates.
The order wasn’t delivered within the delivery period
If the expected window passed, check tracking updates. If there is no new information, contact support.
In your personal account, you can manage notifications for order updates.