Ordering

Frequently Asked Questions

I'm having a problem when trying to order something. Can you help?

We'll do everything we can to help you. Our Order Form Troubleshooting page gives answers to some frequently asked questions. If you can't find the answer there please feel free to get in touch by clicking the "Contact us" button on the right.

Can I place an order by fax, e-mail or telephone?

We're sorry but we can only accept orders placed online.

I placed an order but didn't receive an order confirmation from you. Did you get my order?

Please check in Your Orders - any open orders will appear there. If you can't see it, the order may not be completed and the item might still be in your Shopping Basket. If that's the case, you'll be able to see the item and complete your order by clicking on the "Basket" button on any Amazon.co.uk page and signing in when prompted.

Can I get an order giftwrapped?

Yes, you can select to have eligible items giftwrapped when you place an order. On the page where you choose a delivery option you'll see a checkbox marked "Ordering a gift? Check this box to see gift options before checkout". If you tick this box, you'll be able to have your item giftwrapped and add a message. If this box doesn't appear then the item isn't eligible for gift services. For more information please see our Giftwrapping page.

Can I pre-order something that hasn't been released yet?

Amazon.co.uk often offers items for sale before release. You can place an order for one of these items in the same way as you'd order anything else and you won’t be charged until we dispatch the item to you.

My order hasn't dispatched yet but it looks like you've already charged me for it. What's going on?

When you place an order with Amazon.co.uk or on Amazon.co.uk Marketplace, we contact the bank that issued your payment card to confirm that your card has a valid number, and hasn't been reported as lost or stolen. This is communicated via a full authorisation for the amount of the purchase. However, we don't actually proceed with the charge. We won't charge you until your order is dispatched. This is simply one of the security measures that we use to protect our customers. While most card issuers release authorisations within 3-5 business days, some banks have been known to hold authorisations for up to seven days. You may need to contact your card issuer if you want to have an authorisation removed sooner. If you used a debit card, as opposed to a credit card, the authorisation shouldn't be held for longer than 24 hours.

Can I combine orders?

If you place more than one order in a short space of time we'll combine these for you if we can, so you get fewer parcels and we use less packaging. It's not currently possible for you to combine orders yourself.