This page applies once we have told you a refund has been issued. If you have seen an unexpected or duplicated charge and no refund has been agreed yet, nothing is on its way — stay in this conversation and we will put you through to a person.
Waiting on a refund is uncomfortable, so here is the timing in full. Once we've confirmed your refund, it goes back to the same payment method you paid with. We can't send it anywhere else - not to a different card, not to a bank account, not as store credit - because a refund reverses the original payment rather than making a new one.
How long it takes
How long a refund takes to appear is set by your bank or payment provider rather than by us, so it is not a timeframe we can promise. If it has not appeared and you would like us to confirm the refund was sent and when, tell us your order number and we will check.
One thing that catches a lot of people out: a card refund often doesn't arrive as a new incoming payment. It can appear as the original charge simply vanishing, or as a credit dated the day you paid rather than today. So if you're scanning your recent transactions and seeing nothing, check back around the original purchase date too.
If you sent something back
We don't wait for the parcel to reach us before starting your refund. Send us the tracking number or a photo of the postage receipt and that's enough for us to get going.
If it still hasn't arrived
If it's been more than 10 business days, check with your bank first. They can see pending credits that we can't.
If your bank has nothing, message us here, or email [email protected], with your order number and the email you used on the order. We can tell you exactly when the refund was issued and which payment method it went back to, and chase it from our side if something has gone wrong.
If you're a customer in the EU or EEA, we issue refunds within 14 days of you telling us you're cancelling.