What do the different order statuses mean?

My order status is “pending”:

If you have chosen to pay by bank transfer, this status is normal and will not change until the payment has been made and the funds have been collected on our account.

If you have chosen to pay by credit card/Amex/Paypal, this status implies that something has gone wrong and shows that the online payment was not successful. Your order status will be “pending” for about 30 minutes before being cancelled. The order will not be prepared, so do not hesitate to try again.

My order status is “cancelled”:

If you have requested that your order be cancelled or contacted our customer service team to cancel it, the amount will be refunded by the same means of payment.

If you did not request that your order be cancelled, this status shows that the online payment was not successful (the payment request was rejected, the bank details were not supplied in sufficient time on the payment page, etc.) The order will not be prepared, so do not hesitate to try again.

My order status is “being processed”:

The order has been confirmed and will be dealt with soon by the order preparation team.

My order status is “being prepared”:

The order is currently being prepared by our team.

My order status is “ready for dispatch”:

Your order has been prepared and will be dispatched during the day.


My order status is “completed”:

Your order has been dispatched. You have been sent a dispatch confirmation email with a tracking number so that you can track your package. You can also find the tracking number in your customer account (My Orders > Dispatch).

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