Customer support
Questions about products, orders, delivery, your account, First Iraqi Bank (FIB) online payment, privacy or legal matters.
info@ordely.org
Ordely Help Centre
We’re here to help.
Get help with an order, delivery, return, account, payment or the Ordely iOS and Android apps. Choose the right contact route below so our team receives the information needed to assist you.
Returns & cancellations
Open the dedicated page, enter your order number and follow the displayed eligibility and return instructions.
Open Returns & RefundsiOS & Android app
Report technical problems with installation, sign-in, display, navigation or other application-specific behaviour.
info@sande-it.comSend a support message
Complete the form and Ordely will securely send your message to our support inbox. Your email address is used as the reply address.
The quickest route for an existing order
Use the dedicated order tools whenever possible. They keep the request connected to the correct order and reduce unnecessary back-and-forth.
Find the order
Open My Orders and copy the complete Ordely order number.
Check its status
Review the latest order stage, delivery information and any instructions shown there.
Choose the right tool
For refusal, cancellation or return eligibility, use Returns & Refunds.
Ask for help
Open an authenticated request in My Support or prepare an email above.
Protect yourself from fraudulent messages
Ordely support will not ask for your account password, FIB PIN, one-time verification code or complete bank credentials by email. Payment on Ordely is made using First Iraqi Bank (FIB) online payment. If a message appears suspicious, do not follow its links or share information; contact info@ordely.org using the address published on this page.
Who handles your request
Customer, order, privacy and legal requests are handled through Ordely’s primary contact. Application-specific technical requests can be sent to the operational partner.
Customer, legal and privacy contactAstera Logistics GmbH
Am Kielsgarben 8
40789 Monheim am Rhein, Germany
Email: info@ordely.org
Messages are reviewed on business days.
App publisher and operational partnerFOP Taranets I I / S&E IT
Ukraine, Kirovohrad region, Petrivsky district, Novy Starodub village, Chkalova street, building 283
Technical email: info@sande-it.com
“S&E IT” is a trade name and not a separate legal entity.
Contact and support questions
How do I contact Ordely about an existing order?
Include your complete Ordely order number and contact us from the email linked to your account. You can use My Support after signing in or email info@ordely.org.
How do I cancel or refuse an order?
Open Returns & Refunds and enter the order number. The page shows the current eligibility, the available online request window and the steps that apply to the order. Do not refuse only by sending a general message if the dedicated request option is available.
Where can I report a payment problem?
Select “FIB online payment” in the contact form or email info@ordely.org. Include the order number and a description of the problem, but never include your FIB PIN, one-time verification code or complete bank credentials.
What should I include with an app problem?
Tell us whether you use the Ordely iOS app or Android app, your device and operating-system version, the Ordely app version, what you were trying to do and the steps that reproduce the problem. Send application-specific technical reports to info@sande-it.com.
Can I attach screenshots?
For account or order requests, sign in and use My Support if an attachment is needed. Before sharing a screenshot, hide passwords, payment codes, bank information and any unrelated personal data.
How do I make a privacy request?
Email info@ordely.org from the account email when possible and clearly describe the request. More information is available in the Privacy Policy.
Does the form on this page store my message?
The form sends your message directly to the Ordely support inbox. It is not added to the public website or displayed to other customers.
Ordely apps
Shop and manage orders on your phone.
Download the official Ordely iOS app or Android app. For application-specific technical help, use the technical contact published above.
Contact information and policies. Please use the official addresses published on this page. The legal pages explain how Ordely handles service use, personal data and device storage.