What should my order confirmation include?
For a personal distance order, your UK seller must give you confirmation you can retain. Ask the relevant consumer advice service to confirm the applicable deadline. Check the agreed goods, total, delivery and cancellation terms, and request missing details in writing. For business sourcing, contact Cambridge China Bridge.
Check which order you are confirming
Use this checklist for a personal purchase, such as furniture for your home, ordered through a UK seller’s telephone or online sales system. For stock, equipment or other commercial purchases, use our UK seller supply terms guide.
Ask the business to identify whether it is selling you the goods or arranging a purchase as your agent. Make sure its reply refers to your actual order. Our seller and agent guide explains the distinction; this checklist assumes the UK business is your seller.
Ask for confirmation you can retain
For a distance contract, the seller must provide confirmation on a durable medium. Ask the relevant consumer advice service to confirm the applicable deadline after the contract is concluded and how it relates to delivery of the goods. The confirmation must include the required pre-contract information unless that information was already supplied on a durable medium before the contract was concluded.
Ask for the details in an email or a fixed attachment you can save. If the seller supplies only a link to website terms that may change, ask the relevant consumer advice service whether that meets the durable-medium requirement and request a saved copy of the applicable terms. Check what a payment receipt actually contains: if it shows only the payment and order reference, request the missing contract details.
Match the confirmation to your agreed specification
Compare the confirmation with the quotation and the seller’s replies. Ask it to identify the selected model, dimensions, material, colour, finish, quantity, accessories and any agreed compatibility or performance. For personalised goods, ask it to attach the approved wording or artwork. These are practical checks to make the description useful for your particular purchase.
Ask the seller to name and attach the agreed drawing, sample photographs or specification version. If documents disagree, identify the exact difference and request a corrected confirmation. Keep an earlier promise alongside any proposed substitution, and state clearly whether you accept the proposed change.
Check the terms that affect delivery and returns
As a practical review, check the named seller and contact address, agreed total, payment already received, remaining payment arrangements, delivery destination and promised delivery timing. Ask what delivery includes, such as unloading or assembly, and who is expected to pay any charges outside the quoted total.
Request any missing deposit conditions, cancellation information, return instructions and promised guarantee terms. For bulky goods, ask for the proposed return destination and collection arrangements before delivery. Use our personal order cancellation guide for a separate review of cancellation.
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Request missing terms before delivery
You can write: ‘Please send the contract confirmation for my order in an email or attachment I can retain. Please confirm the agreed specification, total and payment position, delivery arrangements, and applicable cancellation and return terms. The following details are missing or inconsistent: [describe each gap]. Please reply before delivery and attach the agreed documents.’
Add your order reference and explain any approaching delivery or production decision. Ask for a specific reply date suited to that decision. If a call follows, email your summary and request confirmation. Save the original and corrected records together; our listing evidence guide covers preserving the supporting pages and messages.
Frequently asked questions
Is a payment receipt enough confirmation?
Check its contents. If it records only the payment, ask for the contract details and agreed specification in an email or attachment you can retain.
When should my seller send contract confirmation?
For a distance goods contract, ask the relevant consumer advice service to confirm the applicable deadline for providing confirmation after the contract is concluded. Request it promptly so you can flag missing details before arrival.
Can the seller just link to website terms?
If the seller provides a link to terms on a website that may change, ask the relevant consumer advice service whether that meets the durable-medium requirement. Ask for the applicable terms in the email or a fixed attachment.
What if the confirmation has the wrong specification?
Identify each mismatch against the quotation or agreed document. Request a corrected confirmation and state whether you accept any proposed change. Keep both versions and the seller’s reply.