> ## Documentation Index > Fetch the complete documentation index at: https://docs.outfiqe.com/llms.txt > Use this file to discover all available pages before exploring further. # Your order after checkout > Follow your order, cancel items, report a missing parcel, and get refunds. Once you've placed an order, everything about it lives on its order page. This guide explains what you'll find there and what you can do. For a description of how an order moves, see [order flow](https://docs.outfiqe.com/order-flow.md). ## Find your order Sign in and open **Orders** from your account menu. Every order you've placed is listed there, newest first. Tap one to open its order page. ## Follow where it is The top of the order page shows where your order is right now, a progress bar, and the dates we expect it to reach you. | Stage | What it means | | - | - | | **Order placed** | We have your order. | | **Collecting from the brands** | Our riders are picking up your pieces. If your order is from more than one brand, you'll see how many we've collected so far. | | **At our hub** | Your pieces are at our hub, being checked. | | **Packed** | Everything is packed into one parcel. | | **On its way** | The delivery partner has your parcel. | | **Out for delivery** | It's on its last trip to you. Keep your phone nearby. | | **Delivered** | It's arrived. | Below that, there's a list of everything that's happened, newest first. You don't need to refresh. The page updates by itself. ### Your parcel Once your order is packed, you'll see a card for your parcel with its own code. When the delivery partner has it, choose **Track with** followed by the partner's name to follow it on their own site. If part of your order comes from a brand that sends its own parcels, that part shows in its own box with the brand's name, its progress, and the courier and tracking number if the brand has given them. ### If a delivery is missed If the delivery partner couldn't deliver, the list shows **Delivery attempt missed** with the reason, such as "The rider couldn't reach you". They'll try again. Make sure your phone is on. ## Cancel items You can cancel some or all of your pieces until the brand hands them over. **1. Open the order** Choose **Cancel items**. If you don't see it, the pieces have already left the brand. **2. Choose what to cancel** For each piece, choose how many you no longer want. You can tell us why in **Why are you cancelling? (optional)**. **3. Confirm** Choose **Cancel chosen items**. To change your mind, choose **Keep everything**. Cancelling is free. Your refund is worked out straight away and shows under **Refunds**. If you can't see **Cancel items** but the order hasn't shipped yet, raise a support request and we'll cancel it for you if we can. ## Finish or cancel an unpaid order If you chose online payment but didn't finish paying, the order page shows **Payment not completed**. You can: * choose **Resume payment** to pay now, or * choose **Cancel order** to cancel the whole order. ## When a parcel says delivered but didn't arrive **1. Open the order** On your parcel's card, choose **I didn't receive this**. You can do this within 3 days of delivery. **2. Tell us what happened** Under **What happened?**, write at least 10 characters, then choose **Send**. The parcel card then says you've reported it, and our team checks with the delivery partner and gets back to you. ## Refunds Every refund on your order shows under **Refunds**, with the amount, why it happened, how the money is coming back, and where it's up to. **Why you might get a refund** * You cancelled * The brand couldn't supply it * Didn't pass our quality check * Returned * Refused at delivery * The delivery partner lost or damaged it * Refunded by Outfiqe **How the money comes back** | What you'll see | What it means | | - | - | | **Taken off what you pay on delivery** | You chose cash on delivery, so you simply pay less at the door. | | **Back to your payment** | The money goes back the way you paid online. | | **Sent to your refund account** | Our team sends it to the account you give us. | **Where it's up to:** **Processing**, **Being paid by our team**, or **Done**. ### Telling us where to send a refund If a refund can't go back automatically, the order page asks where to send it, under **Refund account**. 1. Choose a mobile wallet or a bank account. 2. Fill in the account details and the account holder's name. 3. Tick the box to confirm the account is yours. 4. Save. You can change these details until the refund has been paid. After that they're shown read-only, with a bank account number showing only its last 4 digits. ## Returns after delivery If something arrives damaged, faulty, wrong or missing, raise a support request within 7 days of delivery. Include your order number and a few photos. We'll arrange a replacement or a full refund at no cost to you. ## Common questions > [accordion] Why is my order in two parcels? > > A brand in your order sends its own parcels instead of going through our hub. The order page shows that part separately, so you know to expect two deliveries. > [accordion] My refund says Being paid by our team > > That refund is sent by hand. If we need to know where to send it, you'll see **Refund account** on the order page. Fill that in, and we'll do the rest. 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