DFR Customer Support
DFR Customer Support

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Order Issues

10 articles

Have an issue with your order? Check out our FAQs

Articles

Do I need an account to place an order?

You don't need to have an account to place an order, however we recommend creating one. Creating an account is simple to do and you will also receive some benefits such as exclusive discounts, fast checkout and easy order management.

Can I amend my order after I’ve placed it?

We can’t make any changes once the order has placed – this includes changing the delivery address. However, you may be able to cancel your order and place a new one instead.

How do I cancel my order?

To cancel your order, please send us a message with your order number and we’ll try to process the request for you. If we’re unable to cancel the order, you can return the item once received. Please see the Returns & Refunds section for more details.

I’ve cancelled my order, when will I be refunded?

When you place an order with us, the funds are reserved, by your card provider, and we don't take the money until your order has been confirmed and sent to our warehouse. However, if you cancel your order before we have shipped it to you, it may take

How long will my order take to arrive?

UK deliveries normally take between 2-3 working days but can take over a week in some cases. For the rest of Europe delivery can take up to 10 working days. If you're concerned that your order has not arrived, please give 5 working days before contac

How do I track the delivery of my order?

As soon as your order leaves our warehouse, we’ll send you an email with the tracking details. To track the delivery of your order you'll only need your order number or tracking reference, and you can reference the information in the email we sent, w

Do I need to be home to receive my order?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn't possible as our delivery partner usually tries to deliver more than once. Alternatively, they'll leave a card confirming tha

My order is showing as delivered but I don't have it, what should I do?

If your order is showing as delivered, but you have not received it we suggest checking if the driver has left a calling card. If you're still unable to locate the item, it is vital that you contact us with 48 hours so we can look into this for you.

I’m missing an item from order.

If you've not received every item yet, it's possible your order was sent in separate parcels. We recommend:. If the item is still missing, send us a message with your order number and the missing item's name and number. We'll try to resolve this as q

What do I do if my order arrived damaged, or is incorrect?

Sometimes we make mistakes, meaning the wrong item is posted, or the item arrives in poor condition or arrives damaged. It is vital that you let us know within 48 hours of receiving it, send us a message with the below information:. Where we are unab