Frequently Asked Questions
On this page, you'll find the most frequently asked questions and solutions. Simply start by clicking an appropriate category from below. Alternatively, you can also start by searching the FAQ. Could not find the answer you were searching for? No worries, we got you covered. Please create a new support ticket and we’ll get back to you.
Information about your order status
questions:
Order reference
The order reference, is the reference shown on top of your order confirmation that has been emailed to you. If you have not received this order confirmation, please check your spam folder.
What is the status of my order ?
Follow the progress of your order on the "Order Status" page. Here you will find the estimated delivery time of your purchase.
Status
The order status column gives information on the logistic status. It can be any of the following values:
- Not Processed - Orders are being processed from Monday till Friday between 08:00 and 11:00 AM CET. Please check within these hours or the next business day;
- Pending Order - The order has been processed and now awaits picking. To find out when your order goes in picking, check the estimated shipping date;
- Picking Order - The warehouse staff are picking your order;
- Invoiced - The final invoice has been prepared and your order has been shipped;
- Cancelled - The order was either cancelled by the customer, CMS or by CMS's suppliers. The latter may occur when ordered products were no longer available;
- Order Not Found - The order was either removed, or in rare cases not found.
Shipping info
Shipment details are only displayed when there is info available. Explanation of the shipment details:
- Estimated Shipping date - Our local time for sending the parcel. Note that this is an estimate and may differ from the actual dispatch time;
- Shipping date - Date the package was shipped;
- No Estimated Dispatch Time- We could not establish an estimation
Order details
In this section you'll find more details about your order. However info is only displayed when it is available.
Explanation of the shipment details:- Estimated Shipping date - Our local time for sending the parcel. Note that this is an estimate and may differ from the actual dispatch time;
- Dispatched / Shipping date - Date when the parcel was sent;
- Shipment method - The Shipping company we used to ship your order;
- Shipment tracking number - When the shipping Company supplies a tracking ID, it is possible see the whereabouts of the parcel. The tracking ID is an unique code that identifies your parcel. Orders can be tracked after 17:00 CET on the day of dispatch;