Your Orders

How to Access Your Orders

Accessing your order history on Trooworths is quick and easy. Here's how:

Method 1: From the Website Header

1. Click on the "Account" icon in the top navigation bar
2. Select "My Orders" from the dropdown menu
3. If not logged in, you'll be prompted to sign in first

Method 2: From Your Account Dashboard

1. Sign in to your Trooworths account
2. Navigate to "My Account"
3. Click on "My Orders" in the sidebar menu

Understanding Your Order Details

Each order contains important information. Here's what you'll find:

Tracking Your Order

Once your order is shipped, you can track its journey in real-time:

Tracking Information Includes:

• Current Location: Where your package is right now
• Estimated Delivery: Expected date and time of delivery
• Delivery Partner: The courier handling your package
• Tracking Number: Courier's tracking ID for their website
• Journey Timeline: Complete history of package movements

Order Placed → Processing → Shipped → Out for Delivery → Delivered

Tracking Notifications:

You'll automatically receive notifications via email or SMS at key stages:

• Order confirmation
• Payment received
• Order shipped (with tracking link)
• Out for delivery
• Delivered

Managing Your Orders

Cancelling an Order

You can cancel an order if it hasn't been shipped yet:

1. Go to "My Orders" and find the order
2. Click "Cancel Order" (only visible for unshipped orders)
3. Select a cancellation reason
4. Confirm cancellation
5. Refund will be processed within 5-7 business days

Modifying an Order

Need to change your delivery address or contact number? Contact our support team immediately after placing your order. Modifications may not be possible once processing has begun.

Returning an Item

To return an item from your order:

1. Go to the order containing the item
2. Click "Return Item" next to the product
3. Select return reason and upload photos if required
4. Choose return method (pickup or drop-off)
5. Wait for approval and follow instructions

Learn more about our Returns & Replacements policy →

Common Order Issues & Solutions

1. "My order shows delivered but I didn't receive it"

First, check with neighbours, security, or family members who might have received it. If still not found, contact us within 48 hours with your order number for investigation.

2. "I received the wrong item"

We apologise for the mix-up! Please don't open or use the wrong item. Go to your order, click "Report Issue", select "Wrong Item Received", and upload photos. We'll arrange for collection and send the correct item.

3. "My item arrived damaged"

Report damage within 48 hours of delivery. Take clear photos of the damage and packaging, then go to your order and click "Report Issue". We'll provide a replacement or full refund.

4. "My order is taking too long"

Check the estimated delivery date in your order details. Delays can occur due to high demand, weather, or location accessibility. If it's past the estimated date, contact support with your order number.

5. "I want to change my delivery address"

If your order hasn't shipped yet, contact support immediately to request an address change. Once shipped, address changes may not be possible, but we can try to redirect with the courier (additional fees may apply).

6. "My payment failed but money was deducted"

Don't worry! If your payment failed but money was deducted, it's usually a temporary hold that will be automatically reversed within 24-72 hours. If not reversed after 72 hours, contact support with your payment reference.

Downloading Order Documents

You can download various documents for your orders directly from your account:

How to Download:

1. Go to "My Orders"
2. Click on the order you need documents for
3. Scroll to the "Documents" section
4. Click the download icon next to the document type
5. PDF will be downloaded to your device

Reordering Made Easy

Love a product and want to buy it again? Reordering from your order history is super simple:

Reorder a Single Item:

1. Find the item in your order history
2. Click "Buy Again" next to the product
3. The item will be added to your cart
4. Proceed to checkout

Reorder an Entire Order:

1. Go to the order you want to repeat
2. Click "Reorder All Items"
3. All available items will be added to your cart
4. Remove any items you don't need
5. Proceed to checkout

Need Help with an Order?

Our customer support team is ready to assist you with any order-related questions or issues:

Email: Contact Support
Phone: +234 904 410 0001
Support Hours: Monday - Saturday, 8 AM - 8 PM (WAT)

When Contacting Support, Please Have Ready:

• Your order number (e.g., TRW-2025-123456)
• Email address used for the order
• Brief description of your issue
• Any relevant photos (for damage/defect issues)