Order status

 

You can view the status of your order via your account in our webshop

To do this:

  1. Log in 
to the Fairphone webshop
  2. In My Account, click My Orders to see the status of your order
.

 

Important

If you change your address in My Account, the change does not apply to existing orders. To change addresses for existing orders, contact Customer Support.

 

Processing payment

If your order has the status Processing payment, your payment is not yet complete and your order is not in the shipping process.

  • You can still change the delivery address (within the same country)
  • You can cancel your order yourself if payment is not on its way
  • If the VAT charge is not correct, DO NOT pay: contact Customer support before you confirm the order by payment.

 

Awaiting payment

If your order has the status 
Awaiting payment your payment is not yet complete and your order is not in the shipping process.

  • If you have paid, contact Customer Support. Remember: bank transfers may take up to five working days to arrive on our side
  • You can cancel your order yourself if no payment is on its way 
  • If the VAT charge is not correct, DO NOT pay: contact Customer support before you confirm the order by payment.

 

Order Confirmed

If your order has the status 
Order Confirmed, your payment was successfully received. Your order is being processed at the distribution center. Find the invoice in the payment confirmation mail.

  • You can not cancel or change your order yourself anymore: please contact us to find out the possibilities
  • We can not stop the shipping or change the shipping address. If you want to step back from the purchase, please contact Customer support to start the cool-off procedure. Be aware that we will then charge the return shipping costs
  • In case of an order placed during a pre-order period, your order is waiting in the distribution center until the items have arrived.

 

Preparing order

Your order is in preparation for shipping or already left the distribution center. At this point in time, the delivery period starts. 

  • You can not cancel or change your order yourself anymore: please contact us to find out if this is still possible
  • We can not stop the shipping or change the shipping address. If you want to step back from the purchase, please contact Customer support to start the cool-off procedure. Be aware that we will then charge the return shipping costs.

 

Complete

If your order has the status Complete, your order has arrived. Nothing can be changed. Find the track & trace code and -link (if applicable) in the shipping confirmation mail.

 

Cancelled

If your order has the status Cancelled, your order was cancelled and this can not be undone. This cancellation can have several reasons, most often due to payment problems.

If you cancelled yourself but already paid for the order, contact Customer Support. We then need to refund your payment as a separate process.

 

If you can not see your orders or have other inquiries, make screenshots and please contact Customer Support.