Why haven't I received an update about my order?

We aim to keep you updated at every stage of your order. Our standard process includes the following steps, usually via email:

• Order Confirmation: You’ll receive an order confirmation once your purchase is processed, either immediately from our eCommerce platform if you ordered online, or, if paying by bank transfer, after we receive the funds.

• Order Update: When we’ve processed the order on our side or received confirmation from our suppliers, we’ll send you an update with a planned dispatch date or notify you of any issues or delays with your order. This usually happens within 2 business days.

• Dispatch Notification: Once your order has been dispatched, you’ll receive tracking details and a tax invoice. You can calculate when to expect this update based on your advised planned dispatch date.

If there are any exceptions to this process, such as unexpected delays with your order, or if you have engaged us for assembly or project services, there will be additional contact and updates.

If you feel you’ve been waiting and haven’t received the standard communication updates, please check your spam or junk folder.

Of course, if you still haven’t heard from us or urgently need an update, don’t hesitate to reach out—we’re happy to assist and provide the latest information on your order.