Part four · the record
Two places to ask, and the difference between them
Two different places to ask, and they are not interchangeable. One of them is us, and we cannot touch your order.
Ask Tomebuy when it concerns your order
Anything involving money, goods, parcels or your account goes to Tomebuy. Four routes exist, in rough order of how fast they are:
- The contact button on the order or parcel itself. This reaches the person handling that specific order. For anything order-specific it beats the other three.
- Live chat. A chat widget sits in the corner of the site during business hours, which run 9am to 6pm on weekdays.
- Email. The address printed on the contact page. Tomebuy aims to answer within a day, weekends aside.
- The complaints form. A separate page for complaints and suggestions, with a title and a content box. Use it when ordinary support has not resolved something.
Say the order reference first, then what you want in one sentence, then the detail. Something has gone wrong is a slower message than parcel 12345, please check whether the second item is the navy one.
Look it up first, if it is a question of policy
The official help centre is organised in six sections: order questions, international transit, after-sale service, account assets, value-added services and distribution. Between them they hold more than sixty answers, and most policy questions are already written down there.
The pages on this site that answer the same questions, with the contradictions noted: fees, shipping and customs, the inspection, storage and returns, questions and errata.
Ask us when something here is wrong or missing
This site has no access to Tomebuy accounts, orders, parcels or payments. If you write to us about a stuck parcel we can only point you back to the official routes above, which wastes a day of yours.
What we can usefully do: fix a figure that has changed, add a contradiction we missed, correct a page that misreads a policy, or answer a question about how something on this site was checked. Write to [email protected]. Corrections are published with the date in the change record.
If something goes wrong with an order and you later work out what the right answer was, that is the single most useful message we receive. Most of what is specific in this edition started as somebody noticing that the published answer did not match what actually happened.
Who runs this siteQuestions answered alreadyThe route, stop by stop