We will answer any questions you may have about our online sales right here. Monday to Friday from 09:00 to 21:00 UTC +2
Frequently Asked Questions
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!
You can create a new password for your account by going to the password reset page.
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
- 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.
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:
- On the product page, click on the seller’s name above the price and then click the ‘Ask a Question’ button
- 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
- 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 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 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:
- When your order is confirmed, you’ll receive a confirmation email with an estimated delivery window.
- Once your order has been dispatched, we’ll update you with a dispatch confirmation email containing the estimated delivery window.
- 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.
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:
- Click on the seller’s name above the price and then click the ‘Ask a Question’ button
- 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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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.
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.
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.
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