The seller. We’re an online marketplace and don’t sell our own products (just our sellers’ products), so we always recommend contacting the seller with any product queries as they’re the ones who know their products best.

We wanted to make it easy for you to contact our sellers, so there are several ways to do it:

1. On the product page, click on the seller’s name above the price and then click the ‘Ask a Question’ button
2. If there are multiple sellers, you can scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller
3. If you’re browsing the seller’s shop, click on ‘Details’ at the top and ‘Do you have a question?’

You’ll then be asked to log in to your OnBuy account and a box will pop up where you can type your question to the seller.

• Using the search bar at the top and typing in the item name
• Browsing the relevant category
• Checking a seller’s storefront

We can help you with questions about your Seller Bay account, our website or the ordering process – please reach out to us via our Contact page.

OnBuy is a marketplace, not a retailer, so you place your order with the seller and not us. Depending on your enquiry, it may be better to contact the seller directly.

Have a question about a product?

Whether its about the product, its pricing or stock levels, please contact the seller as they will be able to advise you best.

Have a question about an order? 

For questions and issues with orders you’ve placed, please message the seller via your Seller Bay account.

Have an issue with an order that the seller can’t resolve? 

You can utilise the PayPal Buyer Protection scheme. As we’re not a retailer, we partnered with PayPal to offer you superior protection and security when using our marketplace.

This includes secure transactions and access to the PayPal Buyer Protection scheme – even if you paid by card. You can file a PayPal dispute for orders that haven’t arrived, are faulty/damaged or vastly different to what was described.

We want to make sure that the products listed on Seller Bay are not only of a high quality, but legal. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please complete the form here.

Order Enquiries

How do I contact the seller?

We always recommend contacting the seller directly with enquiries about products, orders, deliveries and returns as they’ll be able to advise you best.

Before contacting the seller, we’d advise you to check out their storefront as this may answer your question quicker. To do this, click their name on the product page where it says ‘Sold By’ underneath the product title, or in the ‘Compare Sellers’ table further down the page.

For order enquiries, simply click the ‘Contact Seller’ button on the relevant order on the View Orders page in your Seller Bay account.

If you have a product question, you can contact the seller via their product page in two ways:

1. Click on the seller’s name above the price and then click the ‘Ask a Question’ button
2. Scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller

If you’re looking to ask a question about a product in refurbished or used condition, you can contact the seller from the product page by clicking the ‘Choose Price Below’ button then the ‘Ask a Question’ button by your preferred seller.

For delivery questions, check out Do you deliver to me? and for return questions, take a look at What is your return policy?

Please note: Seller Bay is an online marketplace, so we don’t sell anything ourselves and are therefore unable to provide detailed information about products or advise on delivery/returns beyond what is listed on the site. If you’re aware of products that break the law or violate Seller Bay’s terms, please report these to us here.

When will my order arrive?

Can I track my order?

If the seller you ordered from chose to use a tracked delivery method, the tracking number will be in your dispatch confirmation email and you’ll be able to follow your order through the courier’s website.

You can also look up the tracking information from the View Orders page in your Seller Bay account. Once you’ve logged in, find the relevant order and click the ‘View Order Details’ button.

If the tracking number doesn’t confirm the status of your item, it’s likely that the courier or postal service hasn’t uploaded the tracking information yet.

Please note: As Seller Bay is an online marketplace and not a retailer, we don’t dispatch anything ourselves and are therefore unable to provide any tracking information.

How do I cancel my order?

We appreciate that you may change your mind about an order, so if you decide to cancel your order within 30 minutes of placing it, it will be cancelled instantly.

To do this, log in to your Seller Bay account, go to the View Orders page and locate your order. Click the ‘Cancel Order’ button and you’ll be prompted to select a reason for cancelling as well as write any additional comments for the seller.

If it’s been more than 30 minutes since you placed your order, you’ll need to request a cancellation from the seller. Simply follow the steps outlined above and your cancellation request will be sent to the seller to review. They will action this and contact you if needed.

Please note: It’s not always possible to cancel an order, for example if it’s been dispatched or the seller has started processing it. In this case, please see How do I return my product/s? and follow the process when your order arrives.

My order is late – where is it?

If your order hasn’t arrived yet, the first thing to do is check the delivery dates. You can see the delivery information for your order on the View Orders page in your Seller Bay account.

If the estimated delivery window has passed and you haven’t received your order, please contact the seller you ordered from – as they sent the item, they can advise you as to the next steps. To do this, log in to your Seller Bay account, locate the order on the View Orders page and select the ‘Contact Seller’ button.

Can you provide a VAT invoice?

Sller Bay is an online marketplace that brings buyers and sellers together – we’re not a retailer, so you place your order with the seller which means we are therefore unable to provide VAT invoices.

You can contact the seller you ordered from directly to request a VAT invoice. To do this, go to the View Orders page in your Seller Bay account and locate your order. Then, simply click ‘Contact Seller’ and they will be able to confirm whether an invoice is available and provide it accordingly.

I’m having issues with my product/s – what do I do?

The best thing to do is to contact the seller you ordered from directly – they’ll be able to advise. To do this, go to the View Orders page in your Seller Bay account. Once you’ve located the order, click the ‘Contact Seller’ button. You’ll then be able to communicate directly with the seller.

In the unlikely event that you received an item that is faulty, damaged or not as described and the seller can’t resolve your issue, you can seek assistance from PayPal. Please see I have an issue – how can I benefit from the PayPal Buyer Protection scheme? for more information.

If I order from an overseas seller, who’s responsible for import duties?

The vast majority of Seller Bay’s sellers are based in the UK, but we have welcomed some overseas sellers on board. As per clause 7.5.5 of our Seller Terms, the seller is responsible for covering the cost of any import duties and taxes for products delivered to the UK.

Please note: Products ordered to a delivery destination outside of the UK may be subject to import duties and taxes that’ll be applied when the delivery reaches that destination.

Who am I ordering from?

You’re shopping on Seller Bay. We’re an online marketplace, not a retailer, so we bring buyers and sellers together.

You can see the lead seller of a product from the product page where it says ‘Sold By’ above the price.

If there are other sellers listed on this item, you can see their product price and delivery options by clicking ‘See Other Sellers’ in the delivery box below the price, or scrolling down until you see the ‘Compare Sellers’ box.

To see a seller’s details, reviews, delivery options and return terms, simply click their name on the product page and a pop-up window will appear where you can view this information.

To give you an ultra-secure shopping experience, payments are made directly from you to the seller via PayPal, our payment processor.

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