Following an order
Where is my parcel?
There is no box on this site to type a number into, and we are not going to draw you one that does nothing. What we can do is tell you exactly what happens after you order, where a tracking link comes from when there is one, and how to get a straight answer out of us in a single email.
The honest version
We are a small shop and we sell on cash on delivery, which means your order travels with a different courier depending on which of the ten countries you live in. Those couriers do not all hand out a tracking number, and the ones that do hand it to us rather than to you. So: if a tracking link exists for your parcel, we send it to you. If one never appears, write to us and a person will go and ask the courier. That is the whole system, and it works because someone actually reads the inbox.
The journey, stage by stage
Five steps between your order and your door. Knowing which one you are standing on usually answers the question by itself.
01Straight away
Your order reaches us
The screen after the order form shows a reference in the shape of BBY-123456. Write it down or photograph it. Nothing is charged at this point and nothing has been sent; the reference simply names your order for both of us.
02Usually within one working day
We ring to confirm
Somebody reads the order back to you: the item, the quantity, the total to pay and the address. You confirm, correct or cancel. Nothing leaves us before that call. We try three times across three working days; if we never reach you the order lapses and you owe nothing. Nobody on that call will ever ask for card or bank details.
031–2 working days after the call
It is packed and handed over
We pack the order and give it to the courier that serves your country. This is the moment your parcel stops being with us and starts being on the road.
043–7 working days on the road
The courier carries it
Where the courier issues a tracking link, we send it on to you by email or text message as soon as we have it. Not every courier on every route produces one, and we would rather say so than pretend otherwise. When a link does arrive it is the courier’s own page, and it is more up to date than anything we could show you here. Most couriers also send word on the morning of delivery.
05At your door
You pay and it is yours
You hand over the total in cash and take the parcel. Exact change is a kindness to the driver, who does not always carry much. For what happens when nobody is home, see the delivery page.
Write to us, and say these five things
Send these five things and we can look the order up without a second email. Leave one out and we will have to write back asking for it, which costs you a day.
- Your order reference, if you still have it (BBY-123456)
- The name the order was placed in
- The phone number we rang to confirm
- The delivery address, at least the town and postcode
- Roughly when you ordered, and whether the confirmation call happened
A person replies within 2 working days. The inbox is watched Monday to Sunday, 08:00 to 20:00 Central European Time.
When it is taking too long
Count in working days, starting the day after the confirmation call, and compare with the table for your country on the delivery page. A day or two over is ordinary. Several days over is worth an email, and we will chase the courier.
If thirty days have gone by since the confirmation call and no parcel has reached you, you can cancel the order in writing and owe absolutely nothing: you never paid for it, because payment happens at the door and nowhere else.
A parcel that comes back to us undelivered cancels the order automatically. There is no charge for that either, and you are welcome to order again whenever it suits you.