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Your orders
Status of orders
‘Ordered from supplier’ or ‘backorder’ status
Not received your order?
Pre-orders and new releases
Faulty or damaged products
Customer errors
Changes once orders placed

Status of orders
You can check the status of any order you have placed in the ‘your orders’ section of ‘your account’. This lists all of the orders you have placed with us. You can see the status of each individual line by clicking on the order number.

'Back Order' or 'Ordered from Supplier’ status
For all pre-ordered items, or if the estimated despatch time for a product is shown as 3-7 days or 2-4 weeks, your item will be shown as ‘Back Ordered' or 'Ordered from Supplier'. This means that the item is not currently in stock at our fulfillment centre and we are awaiting delivery before the item can be despatched to you.
Whilst every effort is made to secure your item within the stated period, we rely on suppliers and occasionally we will be unable to meet the estimated date.
If for any reason you wish to cancel an item in 'Back Order' or 'Ordered from Supplier’ status, you can do this by clicking 'your account’, and in the ‘your orders’ section click on the order number to open it. Then click the ‘Cancel’ box beside the item(s) you wish to cancel. You will receive confirmation of your cancellation to your registered email address.

'In Progress' or 'Backorder Paid' status
The status of your order will change to 'In Progress' once the product(s) you have ordered are being prepared for despatch. In the case of pre-orders, this will occur in the week prior to the official release so that we can try to ensure that you receive the product on its release date.
When your order state changes to 'In Progress' we will make a request for payment via the credit/debit card or gift certificate used during checkout. Upon successful payment your order will be formally prepared for despatch.
Because the payment process has begun, items that are shown as 'In Progress' cannot be cancelled online or by our Customer Services team. Should you wish to cancel the order at this stage, you can return the item to our Freepost address for a full refund once the item has been delivered to you.
Books orders may show a status of 'Backorder Paid' temporarily. This is essentially the same as 'In Progress' and indicates that your book is being sourced from the publisher prior to despatch.

Not received your order?
When each item in your order has been despatched we will send you an email. For UK deliveries, please allow 2-5 days for the order to reach you. For shipments outside the UK please allow 10-14 days for delivery.
If your order has not arrived we’ll chase it up for you, but before contacting us regarding any item not received you should allow a minimum 10 working days from despatch for shipments to the UK and 21 days for overseas delivery.
If you wish us to investigate a late delivery please forward the despatch confirmation to us at customerservices@zavvi.co.uk with an explanatory note. We regret that we cannot investigate any late delivery until the timeframes referred to above have elapsed.
Before sending anything to us please check that the delivery address is accurate as we cannot be liable for any non-delivery where address details are incorrect.
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Pre-orders and new releases
You can pre-order any new releases offered on our website. On placing the order, it will go to 'Back Order' status while we wait for stock to arrive from our suppliers.
Should you wisht to cancel a pre-release order, go to ‘your account’, and in the ‘view orders’ section click on the order number to open it. Then click the ‘cancel’ box beside the item(s) you wish to cancel and confirm.
All pre-orders are allocated to you the week prior to release and despatched at the end of the week to try to ensure you get them on the day of release. On allocating the product to you, we will request payment. Once payment has been accepted the order will be held until it is despatched to you at which point you will receive a confirmation email.
Please note we do not guarantee delivery prior to the day of release but we aim to ensure you get your item on the day of release.
New release dates are given subject to information received from our suppliers. We cannot be held responsible if the new release is delayed, cancelled or the contents or cover art is changed. Where a new release is cancelled we will cancel your order and immediately refund your card with any money taken.
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Faulty or damaged products
If your product is faulty or damaged, please return it to the address shown on the Despatch Note enclosed with your order for a refund or replacement. There is a section on the reverse of the Despatch Note for you to enter details of the return.
In mainland UK please use the freepost address supplied.
For any item(s) that are defective, damaged or sent in error by us, we will refund the cost of the item(s) plus the cost of any postage charges paid by you as part of your initial order (not applicable in UK since postage is free). If you require a replacement we will send this to you free of charge.
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Customer errors
We cannot be held liable for customer errors, for example incomplete or incorrect addresses, incorrect quantities or additional items ordered in error. Please make sure you check all your order details thoroughly before submitting your order.
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Changes once orders placed
For security reasons, once an order has been submitted, we are unable to change the delivery address. Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout by clicking ‘Edit delivery address’ or ‘Deliver to a store’
Orders delivered to an incomplete or incorrect delivery address are not covered by our free replacement policy.
If your order status is 'Back Order' or ‘Ordered from Supplier’ and you wish to change the delivery address, you can cancel the order by logging into your account and selecting ‘view orders’. You can then replace your order ensuring the delivery address is correct.
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