Order Progress Enquiry

Please read these notes carefully. They don't cover every eventuality but they might cover yours.

You want an Order Progress report.

If your order is overdue please DON'T DELAY in telling us. The longer you wait, the more time it could take us to sort out what went wrong. If you asked for "2 working day" then everything should arrive within that timescale unless we told you otherwise. If you think you should have received an email, please email us and give an alternative email address. Your primary address may be blocking or trashing our replies.

(This category does NOT apply to eBooks. If you need download information for an eBook, please select the eBook category in the email form. Otherwise please read the eBook FAQ).

If your enquiry does NOT relate to an item you ordered from us, which has not arrived when expected, this is the wrong category. Click BACK and select the correct category or click FAQs above.

If you want to CHANGE your order, or CANCEL it, or make corrections to your Name, Address or Card details, please be careful to select the correct category (URGENT change or addition or Order Cancellation).

It is important to list in EVERY communication the exact stock code and description of each item received or not received. The Sales team have no technical knowledge and will not understand if you make up your own description. In addition, it is usually not easy or quick to look back through previous messages to determine this information. We deal with hundreds of orders each week while you deal with only one, so please make it easy for us by including all relevant information. This will speed up our response and help to avoid mistakes.

1. If you have NOT received an AUTOMATED reply to your order then you may have mistyped your email address or used an email address that was not working or you have blocked our replies. (Note: If we can not contact you by email then your order may be held). Please be sure to give a working email address and a working alternative. Please also check your junk mail folder in case our reply is there.

2. If you have received an automated reply but you have NOT received a PERSONAL reply from Sales, we may be having problems communicating with your email address. (This may be because of spam filters imposed by you or by your ISP. Please check your junk mail folder). If you still do not receive a personal reply within 3 working hours, please contact us again with a different email address (a free Yahoo.co.uk address should work OK). If you still receive no reply from Sales, please email Technical instead.

3. If you DID receive a personal reply and if we have already confirmed that your order would be despatched on a specific date then it probably was.

4. If you paid the basic 3 day delivery charge for UK Royal Mail then no Tracking Number is available. You should check with your local UK Royal Mail Delivery Office to see if they have the package. If they haven't then please confirm this fact with us by email and we will begin the claims procedure which should get up to £28 compensation from Royal Mail. Please complete and return the form which Royal Mail will send to you.

If a Royal Mail delivery attempt was made but nobody answered the door, the package would be returned to the delivery office and (usually) a card left for you. If you do not contact the Deliver Office, the package would then be returned to us (eventually).

5. If we have contacted you to say the delivery would be delayed then it may still be delayed but we've forgotten to update you. Please accept our apologies for this. We'll get back to you ASAP.

6. If you asked for a signed-for delivery method by Royal Mail then please ask us for the tracking number. Enter this number on the Royal Mail web site to find your order status. Then contact your local Royal Mail Delivery Office and ask them to locate the package.

7. If you paid £7.50 or more for carrier delivery, we will determine the tracking number from the warehouse and ask them to locate the delivery or, if you wish, we can tell you the tracking number and the carrier's name and you can contact them direct, either by phone or via their web site. (Tracking numbers are not known until the morning after shipping so we can't give them right away). Carrier deliveries will normally arrive by 6pm on the next working day or the second working day following despatch. It should never take more than two working days so DO NOT DELAY in telling us if the delivery does not arrive. The longer you leave it, the longer it takes to trace your order.

Carrier deliveries are never made on a Saturday or Sunday.

8. If you have received PART of your order then the rest is probably on its way. We often deliver large items from one warehouse and small items from another in separate deliveries. However, if (for example) you've ordered two of something and only received one, or if you've received an incorrect item, that's probably our mistake and we'll fix it ASAP.

9. If you are outside the UK and we told you that your order would be shipped by airmail then you should contact your local mail delivery office. If you paid for ordinary airmail on an Export order, it could take several weeks to arrive. If you asked us to use a quicker method you should ask us for the carrier name and tracking number.

10. PHONING

It is our policy not to phone customers. Using email is far more efficient than phone because we can handle it without interrupting another job; we can see the exact spelling of names, addresses and numbers; we have a record of precisely what we (and you) have discussed.

11. Payment by cheque
If you chose NOT to pay by credit card, your order will not be shipped until we receive your payment and clear it through our bank. This can take up to 7 days. You should remind us to send your order when your payment has cleared because we have no automatic reminder in place. If you wish to receive your order quickly you can pay by credit card on our secure server by quoting your Keep-me Order number on this page: Click Here.

(Please DON'T send sensitive information by email).

In any case, please read the notes: click here.

If you have any other question, please read our useful Help pages (FAQs) then, if necessary, ask Technical instead. Unfortunately, SALES can not reply to TECHNICAL questions about products as we do not have the expertise.