Order Status
We can review order statuses of products purchased at our Ecommerce website.
Information we need from the customer:
Customer’s Name spelled correctly
Email address
Mailing address
Contact phone number
Order number
Note: If the customer is unable to provide the order number, you can search by the customer’s email address.
First you have to access our tracking system (Cockpit) to be able to find the order status.
Note: If the customer is unable to provide the order number, you can search by the customer’s email address you just have to search by “customer”.
Ask if they created an account at the time of checkout. If they did, their account/order information can be found under 'My Account'/'My Orders'. If it is shipped, the tracking information will be there as well.
if the customer checked out as a guest, they should receive an email with a link to check the status, If they did not receive, ask to check the SPAM folder. If it is not resolved you can ask for help from a supervisor or support.
Order statuses
Processing: The order has been received and the warehouse is preparing for shipment
Shipped: The order has been shipped and the tracking information is available
Canceled: The order has been canceled either via customer request or because there was an issue with fulfillment.
Note: We can look at the tracking status by clicking in the tracking URL.
Customer expectations:
For Braun and Kenwood:
It is not possible to make any modification or cancellation to a submitted order. The customer needs to refuse or return the item.
For Delonghi:
The order can be canceled by the customer within 60 minutes of order entry. The customer should go to the “My account” section on the website to cancel the order. Customers who checked out as guests can cancel using the link on the order confirmation email (same 60 minutes rule apply).
After 60 minutes, it is not possible to cancel the order, the customer needs to refuse or return the item.