How to find your order again

Short answer: The order confirmation is sent by email straight away. If you cannot find it, check your spam folder and search your whole inbox for the name of the shop before you write to customer service.

The order confirmation

The order confirmation is sent automatically once the order is complete. It contains the order number, the items, the amount and the delivery address. The order number matters most, because you need it for every enquiry. It is also what lets customer service find your order straight away.

Check your spam

Automatic emails often land in spam the first time you shop somewhere. So look in your spam folder and in any tabs such as promotions or updates, if your email service sorts that way. If you find the email there, mark it as not spam. Then the next emails from the shop reach your inbox.

Search the whole inbox

Search your whole inbox for the name of the shop, not only the folder you have open. Many email programs search only the current folder by default. Try the word order or the date you placed it, too. If you have several email addresses, check the one you used at the checkout.

The dispatch email

When the parcel is sent, you receive another email with tracking details. It also contains the order number, so if you have deleted the confirmation, the dispatch email can be used instead. The tracking lets you follow the parcel until it arrives. Keep this email too until the item has arrived.

On a return

You need the order number in the returns portal, both when you return an item and when you exchange for another size. The portal finds the order from the number and the email address you ordered with. With both ready it takes only minutes. See how it works under returns and exchanges.

Contact customer service

If you cannot find the order, contact customer service using the email address you ordered with. Include the date and the items you bought, too. The order can then usually be found anyway. Many questions about orders and delivery are also answered in advance. See the frequently asked questions.

Use the same email address

Write to customer service from the address you used when ordering, if you can. Your message can then be linked to the order at once, and no time is spent confirming who you are. If you use another address, include the original one in your message so the case can be found.

Keep the email

The order confirmation is the easiest way back to your order, and it holds everything customer service needs. Keep it until the item has been tried on and kept. You could make a folder for orders, so you always know where it is. That helps with returns, exchanges and payment questions.

The terms

The order confirmation is also your proof of purchase. It shows what you bought and when, and it is used if questions about an item or a payment come up later. What applies to purchases, returns and exchanges is set out in one place in the terms and conditions.

See the range

Once the order is found and everything is in place, the next order is easier. If you liked an item, you can find it again from the order confirmation. See the whole range in bamboo clothing for women, where each item has its own description and size chart.

Frequently asked questions

Where do I find my order number?

In the order confirmation sent by email once the order is complete. It is also in the dispatch email that arrives when the parcel has been sent on its way.

I have not received an email. What do I do?

Check your spam folder and search your whole inbox for the name of the shop. If you still cannot find it, contact customer service with the address you ordered with.