Why can't I see my order in my account?

An order may not appear in your Builder Depot account if it was placed as a guest or using different account details.

Did you check out as a guest?

Orders placed using guest checkout will not automatically appear in your online account order history.

If you created a Builder Depot account after placing the order, the previous guest order may still not appear in My Orders.

You can continue to use your ORD or SHP Order Reference to identify the order if you need help with it.

Check which account you're signed into

If you use more than one email address, make sure you're signed into the Builder Depot account associated with the email address used when placing the order.

You can also check your order confirmation email to see which email address was used.

I have an ORD or SHP Order Reference but can't see the order

If you have an ORD or SHP Order Reference, you can still use this to identify your order even if it doesn't appear in your online account.

You do not need to contact us simply because the order isn't visible in My Orders.

You can use the relevant Help Centre guidance if you need assistance with tracking, delivery, Click & Collect, returns or another order issue.

My order should be showing

If you placed the order while signed into your account and it is not appearing in My Orders, please contact our Online Customer Service Team.

Provide your ORD or SHP reference so we can check the order details.

For help locating your reference, see Where can I find my order number?