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Order Management Help

In the Orders & Requisitions section of My Account, you can view, search and manage your orders, scheduled orders, returns, requisitions and quotations. This can also be accessed from an on-screen order confirmation or from the homepage if you are signed in and have the tile set up for your account.

View and Download Orders and Requisitions

Your orders and requisitions are shown in a table and presented with information such as date, cost, status, user who placed the order, and purchase order reference number. This information can be downloaded to a .csv file using the "More Actions" button. This tool allows you to select a date range and can display extra data such as employee allocations, product information and cost centres (where applicable).

Searching for an Order or Requisition

At the top of the table, you'll see a link called "Search options". Clicking this allows you to search your orders and requisitions via a range of data including PO reference, invoice number, user who placed the order, date and status. You can also filter to show only your own orders or orders with decoration.

Whether filtered or not, each order or requisition in your list has a three-dot menu at the right-hand side. The "View Full Order" option allows you to view a version of the order confirmation with the delivery address, payment information and costs. For completed orders, you can also access delivery notes and invoices as PDFs which can be downloaded and printed.

How to Reorder

The "Order again" function allows you to add the same products and quantities to your basket for reordering. Please note, this will remove anything that's already in your basket.

Making a Return

The third option is "Return order" which begins the online returns process for account customers. This can also be accessed from the returns tile on the homepage if you are signed in and have this enabled on your account. If you are a guest user, returns must be arranged by contacting our customer services team.

Returns are governed by our terms of sale. The online return function will only accept those items which are flagged as returnable.

Returns are not possible if:

  • It is too late to return the item
  • The order already has a return created or requested
  • No invoices exist for the order yet

To request a return, select "Return order" on the three-dot menu next to an order line. You'll be guided through the process and you'll need to specify the quantity you'd like to return with a reason from a drop-down menu. You may also need to add more information so we can fully understand any issues. Next, you will need to advise whether the item(s) will be collected or dropped off at one of our retail stores. For collections, we'll need to know the number of parcels or pallets and the collection address. The site will automatically calculate and deduct a return handling charge if relevant.

Once all information is in place and the return request is saved, this will sync with our system to arrange the return. In some instances, there may be some additional restrictions, or we may need some extra information. If this applies, one of our colleagues will contact you.

Requisitions are orders that are pending approval. For a requisition, the three-dot menu will also contain a "More actions" button to allow you to see its list of approvers and its history such as when it was created and if it's been rejected or approved.

Quotations can also be viewed on the Orders & Requisitions page in a similar way to your order history. However, quotations are valid for only 30 days and the expiry date is shown in the header information. For valid quotations, you will be able to select the "Order" button to quickly add the quoted products to your basket.

All Help