how can we help?


There are multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order’s progress.

  • Processing – We have received payment for your order, and it has been created.
  • Order Received – Your order is waiting to be processed by the Dispatch Team.
  • Pick – Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage.
  • Complete – Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
  • Closed – Your order has been refunded.
  • On Hold – There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
  • Pending – Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.

If your order has not arrived when you were expecting it then please check the following:

  • Check you have received a dispatch confirmation email from us.
  • Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
  • Sign in and check your account on the openstore24 website. Is your delivery address correct? Are your contact details up to date?
  • Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
  • Check no one else residing at your address has taken receipt of your parcel.

If you still can’t locate your parcel then please contact our Customer Services team with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

If there is an issue with your order when you receive it please contact out Customer Service Team as soon as possible. We will do our best to resolve this issue as quickly as we can.

No, if you’re shipping destination is a non-EU destination then our prices have VAT automatically removed.

You can manage your shipping destination in the billing details of your account settings and while checkout.

We will email to confirm your order has been received and is being processed.

You will receive a further dispatch confirmation email once your order has been packed and left our warehouse.

We know that you want to receive your order as quickly as possible, so as soon as your order is placed our warehouse team are on hand to pick and pack the products you have carefully chosen. We are therefore unable to cancel or amend orders once the checkout process has been completed.

Please check your order carefully before clicking ‘buy now’. If anything additional is needed, such as a different size or colour, please place a new order and return the unwanted items to us in line with our returns policy.


You can call us during business hours (09:00 - 16:00) on:
Telephone +43 664 3931819