Frequently Asked Question - How can I track my orders?

By logging into your Customer Account, you can access your complete order history by clicking on "My Orders".

You can view the details of an order by selecting it and clicking on "View Order".

The detailed order section allows you to view:

- The order date
- Current status of your order
- Whether the products are from Mister-Auto or a Marketplace partner seller
- The billing and delivery addresses
- The chosen delivery method
- The total order amount and the payment method you used
- The list of products ordered and their prices
- The invoice for the order, which you can download once the order has been dispatched.   

For any questions about the order, please click on "Customer Service Support" to reach the relevant team:
- Mister-Auto Customer Service for Mister-Auto products
- The Marketplace Partner Seller Customer Service for Marketplace products

Your invoices are accessible and downloadable in the “My Orders” section of your Customer Account.
 
Select the order for which you need an invoice and click the “Download” button below the invoice. 

This section is essentially your order dashboard, allowing you to see all your orders and, for each one, to:

- Track its current status
- See information relating to the payment method and delivery address you chose
- See the details of the products ordered

From the order display, you can also:

- Download your invoice
- Create a product return request

Made a mistake or changed your mind?

Please contact Mister-Auto Customer Service to cancel your order.
 
If your order is too far along to be canceled, you can refuse delivery. The order will be returned to us, and we’ll issue a refund once it’s received. 

First, go to your Customer Account and select the order in question.  
You can check whether your order was dispatched in one or multiple parcels.  

- Dispatched in multiple parcels:
You will have a tracking link for each parcel, allowing you to check the delivery status on the carrier's website. It is possible that the carrier had to split your parcels across multiple delivery runs.   

- Dispatched in a single parcel:
Please report the problem to us upon receipt of your parcel. From your Customer Account, click on "Hotline" to access our contact form. Select the "After Sales" section and click on the order concerned. Choose the section "A part is missing from my package". Follow the instructions, answer each question, and upload any required documents to ensure quick processing. 

We will get back to you as soon as possible.

Please report this problem to us upon receipt of your parcel.

From your Customer Account, click on "Hotline" to access our contact form.
  
Select the "After Sales" section and click on the order concerned.

Choose the section "I received a damaged piece". Follow the instructions, answer each question, and upload any required documents to ensure quick processing. 

We will get back to you as soon as possible.

Please check that the status of your order on the carrier's website indicates "Delivered". You can find the tracking links for your order in your Customer Account / "My Orders" section.

If this is the case, first check if your parcel was left with a neighbour.
  
If your parcel was not delivered to a third party, go to your Customer Account and click on "Hotline".
  
In the contact form, choose 'Order Tracking' and select the relevant order.

Choose the section 'My order has been shipped but I still haven't received it'.
  
Follow the instructions, answer each question, and upload any required documents to ensure quick processing. 

We will get back to you as soon as possible.

Mister-Auto will keep you informed by email at each stage of your order's progress.
 
We’ll process your order as soon as we receive your payment.
  
This is immediate when you pay directly in your basket.
  
You will receive emails confirming your order and when it is handed over to our carrier.
  
If you do not receive our emails, please check your spam folder and authorise Mister-Auto in your sender list.

Go to your Customer Account, in the "My Orders" section, you will see the payment status of each order.
  
Note that the payment method selected may involve a validation period. This is particularly the case with bank transfers.

You will receive a confirmation email once your payment has been validated.

Take the time to check the condition of the packaging and the contents of the parcel.

For deliveries without a signature, if the packaging and/or contents are damaged, it is essential to take photos showing their condition upon receipt.

For deliveries requiring a signature, if the parcel is damaged, inspect the contents before signing and clearly note any issues on the carrier's delivery slip. Please note that simply stating 'unchecked' is not sufficient—any damage must be specifically described.

If the goods are visibly damaged, you can refuse the parcel and inform us: (link to FAQ What should I do if the parts received are in poor condition?).

- Payment by Credit/Debit Card or Google Pay

The refund will be credited to the credit/debit card used for the purchase. This will take 1 to 3 days. The funds will be available in your account within 1 to 5 days after you receive the refund notification email.

For Google Pay, the refund will be credited to the payment card associated with the Google Pay account used for the payment. The funds will be available in your account within 1 to 5 days after you receive the refund notification email.  

- Payment in 3 or 4 instalments

This amount will be automatically deducted from your upcoming monthly payments. You will receive an email from our partner with the amount of the upcoming monthly payments, taking this refund into account.

If the refund is for the entire order amount, our partner will refund all previously debited monthly payments.  

- Payment by Bank Transfer

The refund will be credited to your bank account within 3 to 7 days.   

- Payment via PayPal

If you paid via PayPal using your credit/debit card, the refund will be credited to the credit/debit card used for the purchase. The funds will be available in your account within 1 to 5 days after you receive the refund notification email. If you paid via PayPal using your bank account and/or your PayPal balance, the refund will be credited directly to your PayPal balance.