What to do when a custom order is late

Your request page shows Due with the delivery date. If the shop hasn't delivered more than 3 days after that date, you can cancel for a full refund unless you've agreed to a new date.

Find your due date

The due date is the day you paid plus the number of days in the quote ("Within N days of paying"). Open Your account → Custom requests, select your order, and look under "{shop name} is working on it". It says Due with the date. The progress bar also shows "by {date}" under Delivered.

If the shop asks for more time

The shop can propose a later date. You get an email titled "{shop name} asked for more time", and your request page shows a notice: "{shop name} asked for more time. New date: {date} (was {date})." The status is New date to answer.

Choose one:

• Accept new date: the due date moves. The shop has until then.
• Keep the original date: the original date stays.

When it's more than 3 days late

Once the order is more than 3 days past its due date, Esano emails you "Your custom order is running late" (see Emails you get about custom orders). Your request page says: "This is more than 3 days late. You can wait, message {shop name}, or cancel for a full refund."

Under the terms, the shop has 3 calendar days after the agreed date to deliver, unless you agree to a new date. After that, the order is refundable.

To ask for the refund:

1. Open your order from Your account → Custom requests.
2. Select Cancel and refund.
3. In Cancel for a full refund?, read the note and select Cancel and refund.

Esano shows "Non-delivery sent to Esano for review." A decision is due within 5 calendar days. Payment to the shop is paused until then. See How long a refund takes for when the money returns to your card.

You can report non-delivery earlier

If you don't want to wait, or something else is wrong, select Report an order problem and choose No usable final delivery. Non-delivery can be reported any time before the final files are delivered and accessible, however long ago you paid. See Report a custom order problem.

After you ask for changes

When you ask for changes after delivery, the shop has 3 days to send the update. See Ask for changes to a custom order.

Still waiting?

Message the shop from Message shop on your request page. If you need help, contact Esano support.