You have placed an order and now you want to know where it is. This guide shows you how to track your Airsoko order and how to reach us if you need help.
Option 1: Check your orders in your account
- Sign in at www.airsoko.com.
- Open My account and go to your orders. In our Help Centre this is the Manage Orders link, where you view and manage orders.
- Select the order to see its details and status.
This is the easiest option if you are signed in on the account you used to order.
Option 2: Use the Track Your Order page
- Go to Track Your Order.
- Enter your tracking number or order ID in the box to see the latest status.
- Select Track.
Your order ID is in your order confirmation. A tracking number may be added once the seller or fulfilment team has dispatched your order.
Understanding delivery timing
How quickly an order arrives depends on who ships it and where it is going:
- Seller-shipped orders. Product pages show when an item is "Shipped by seller", and the seller is responsible for delivery. Our Seller SLA sets shipping commitments for self-shipping sellers.
- Fulfilled by Airsoko. For products handled through Airsoko Fulfillment Services (AFS), we store, pack and deliver the order ourselves.
- Your location. Our product pages calculate a delivery estimate after you choose your location.
As our Shipping Options page explains, delivery times and fees vary by option and destination, and we outline them at checkout.
When to ask for help
Contact our support team if:
- Your order is well past its delivery estimate.
- The tracking status has not changed for a long time.
- You received the wrong item, a damaged item or an incomplete order.
- You want to cancel or return an order.
How to get help
Step 1: Search the Help Centre
Our Help Centre lets you search help articles or browse topics, including:
- Account and programmes: registration and sign-in, account settings, Prime membership, new user benefits.
- Orders: abnormal orders, order requests, tax.
- Payment and promotion: coupons, payment methods, cash on delivery, payment problems, gift card terms.
- After-sales: guarantee, return and exchange.
Step 2: Open a support ticket
If you cannot find an answer, go to Help & Support:
- Choose Ticket.
- Enter your name, email, phone (optional), a subject and your message under "How can we help?".
- Link the order or product if the question is about a specific purchase. This is optional, but it helps our support team find your order faster.
- Select Submit ticket.
Step 3: Follow up on an existing ticket
Already have a ticket? On the same page, enter your ticket code and the email you used when you opened it, then select Continue conversation.
Prefer live chat?
You can also use Live chat on the Help & Support page.
Contact details
You can reach us at [email protected] and 0115611777.
Tips for a faster resolution
- Include your order number in every message.
- Describe the issue clearly in a sentence or two.
- Attach clear photos if an item arrived damaged or not as described.
- Keep one ticket per issue and continue the same conversation rather than opening new ones.
- Keep packaging and accessories if you might need to return the item. See our Returns Policy.
Prime members
Airsoko Prime members get priority customer support with a dedicated support line.
An example: a late parcel
For example, say Mutua ordered a pair of shoes and the delivery estimate has passed. He signs in, opens the order, and sees it was dispatched but not yet delivered. He enters the tracking number on the Track page and sees no update for two days. He opens a ticket from Help & Support, links the order, and writes one clear sentence: "Order dispatched but not delivered, estimate passed, please advise." He keeps his ticket code, and when our support team replies he continues in the same conversation instead of opening a new ticket.
Sending feedback
Have a suggestion rather than a problem? Our Help Centre includes a Feedback option to send suggestions for service improvement, or you can write to us at [email protected].
We are here to help
Tracking an Airsoko order takes seconds: check your account or enter your order ID or tracking number on the Track page. If something is not right, we are here to help through the Help Centre, tickets and live chat.
Track your order or visit Help & Support.
