BUYER FAQ's

Most frequent questions and answers

What’s the Status of My Order?

You can check the delivery status of your order on Orangeandfig.com.au. If the seller added a tracking number, you can use that to get detailed information about the package’s movement through the delivery company.

How to find your order’s delivery status

To find your order’s delivery status:

  1. Sign in to Orange and Fig and go to Your account,
  2. Go to Purchases and reviews.
  3. Find your order. 

You’ll see the delivery status to the right of your order. You’ll also see an estimated delivery date which should give you an idea of when you can expect the order to arrive, and a tracking number if it’s available for your order.

What do the delivery statuses mean? 

The delivery statuses on your Purchases page let you know where in the delivery process your order is. If the status is Not Dispatched, the seller hasn’t completed the order yet or didn’t update the order on O&F. 

Once the seller has completed the order and is ready to dispatch, you can expect an email dispatch notification from O&F. On your Purchases page, your order can have one of the following statuses:

The different delivery statuses:

  • Dispatched means that the seller has completed the order on O&F and is on its way. 
  • Pre-transit: The seller added a tracking number and it is pending scanning at the delivery facility. 
  • In Transit: The seller has dispatched your order and is on its way to you.
  • Delivered: The package has arrived, and you can now leave a review for your order.

If the estimated delivery date has passed and your order still shows as Not dispatched, it’s possible that the seller forgot to mark the order as complete on O&F or hasn’t dispatched it yet. 

How to track a package

If the seller used a delivery company that is directly supported by O&F and has added a tracking number, you’ll see a Track Package button next to the order on your Purchases page. Select Track Package to see detailed information about your package’s status.

You can also see delivery information in the dispatch notification emails for your order. Select Track Package in the email notification to view the status of your delivery.

If your seller used a delivery company not supported by O&F, but has provided a tracking number for the order, you can find it by selecting View Receipt next to the order on your Purchases page. 

My order doesn’t have a tracking number

Not all delivery methods include tracking information. If a tracking number for your item was not provided, contact the seller for help. 

How to get your delivery status or track your order without an O&F account

If you purchased an item using guest checkout, you’ll receive a confirmation email once your order has dispatched. If your seller has included a tracking number, you can select Track your package at the top of the email.

If you checked out as a guest, you can still reach out to the seller by replying to the receipt that was emailed to you after purchase.

What to do if your order doesn’t arrive

If your order doesn’t arrive and your order qualifies, you’ll receive a full refund as part of O&F’s Purchase Protection programme.  

We recommend that you try to locate the package before you start the refund process: 

  • See if someone else in your household or office accepted the package. 
  • If the item you purchased isn’t time-sensitive, try waiting a day. Sometimes the carrier needs some extra time to deliver the package. 
  • Contact your local post office or delivery centre to see if the package is there.

Delivery Information

The estimated delivery date is when your order should arrive. Generally, the estimated delivery date is based on a combination of the processing time for the items you ordered (how long it takes the seller to create and prepare them for dispatch), and the transit time (how long the package is typically in transit with the delivery company).

Processing time + Carrier transit time = Estimated Delivery Date

For example: If the processing time for an item you purchased is 3-5 days, and the transit time for the delivery method you chose is usually 2-4 days, your estimated delivery date is 5-9 days from today.

If the seller completes the order earlier than the expected dispatch date, the estimated delivery date will be recalculated accordingly.

Why don’t I see an estimated delivery date for my order?

Not all orders will have estimated delivery dates. Estimated delivery dates depend on the order’s delivery settings, which are set by the seller.

Shop confidently with Orange and Fig’s Purchase Protection programme knowing if your order qualifies, you’ll get a full refund if your purchase doesn’t match the item description, arrives damaged, or never arrives.  You can still leave a review on an item or open a case one day after the estimated delivery date.

Your Orders

How Can I Make a Change to My Order?

If you need make changes to an order, the seller you purchased your order from is the best person to help you. Each seller on O&F manages their own orders, and makes decisions about cancellations, refunds, and returns.

How to Cancel an Order

You may be able to cancel your order depending on the shop’s policies. If you want to cancel, the seller you purchased from is the best person to help you with. Each seller on O&F manages their own orders and makes decisions about cancellations, refunds, and returns.

How to Return or Exchange an Item on Orange and Fig

If you need to return or exchange an item, the seller you purchased your order from is the best person to help you. Each seller on Etsy manages their own orders, and makes decisions about cancellations, refunds, and returns. 

How do refunds and returns work on Etsy?

Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing.

If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item. 

What are listing policies?

Each seller on O&F is responsible for setting their own policies regarding refunds, exchanges, and returns on every item they list for sale. A seller can choose to offer different return policies, or decline to accept returns on specific items they sell. If you’re making multiple purchases from the same shop, you may want to check the policies for each item you’re buying.

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