How an order moves

The basket holds the goods, the finish, and the quantity. Nothing is reserved and nothing is charged yet. You can change the quantity, take a line out, or leave and come back on the same browser. Offer lines and shelf-price lines stay separate, even when they are the same item.

Before checkout. The order is saved to that account, so you can open it later from any device with the same email. If you do not have an account yet, you can make one on the sign-in page. A forgotten password can be reset from the account page.

Your name, a phone number, and a UK address. You then choose postage and any optional extras. The total on that page is the amount to transfer: goods, any discount, postage, and extras. You confirm that you will pay by bank transfer.

Every new order starts as Processing. That means the shop has the order and is waiting for the transfer, or is getting it ready. It is not a promise that the parcel has left.

The shop does. It can move the order to Pending, Contact us, Order sent, or Cancelled. Pending means the shop is still waiting on something, often the payment. Contact us means the shop needs a reply before it continues. Order sent means the parcel has been handed to Royal Mail. Cancelled means the shop will not send it.

Open Account and look at the order. If the shop writes to you, the message sits on that same page. You can reply there. The shop sees the reply. There is no separate email thread to keep.