1. Find who you bought from
It's on your order confirmation email, not from us. We never receive one, the order exists only between you and the retailer.
Delivery & returns
We're not the retailer, and that changes who can help
PriceReviews compares prices. We don't sell anything, don't hold stock, don't take payment and never see your order. If something needs chasing, returning or refunding, the retailer you bought from is the only party who can do it.
If something has gone wrong
2. Contact that retailer directly
They hold the order, the payment and the delivery. They are also the only party who can cancel, refund, replace or re-send anything.
3. Use their returns process
Their returns window and conditions applied at checkout, not ours. Most retailers publish this; if you can't find it, ask them for it in writing.
4. Tell us if they don't respond
We can't intervene in your order, but repeated failures affect whether we keep listing a retailer at all. That feedback is genuinely useful to us and to the next shopper.
What we can and can't do
We can correct our page
If a price or a product detail on our site was wrong, tell us and we'll fix it within the hour, and chase the retailer's feed if that's the cause.
We can't track your parcel
We have no access to it. There's no order number on our side to look up.
We can't refund you
We never took your money. Only the retailer who did can return it.
We can act on a pattern
Sustained delivery failure, cancelled orders or bad returns handling affect whether we keep listing a retailer at all. Telling us is genuinely useful to the next shopper.
Your legal rights are with the retailer
Buying from a UK retailer online gives you rights under the Consumer Contracts Regulations and the Consumer Rights Act, including, in most cases, a 14-day window to change your mind and rights if goods are faulty or not as described. Those rights are against the retailer who sold to you.
Where a retailer is based outside the UK, your rights may differ, delivery may take longer, and customs charges may apply. Offers on our pages show the retailer's name for exactly this reason: who you're buying from is information you need before you click, not after.
None of this is legal advice. If a retailer refuses to honour your rights, Citizens Advice can help, and payment providers often have their own dispute process.
Something wrong on our side?
A delivery cost or returns detail that doesn't match the retailer's own page is our problem to fix.
Tell us