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, because a refund reverses the original payment rather than making a new one. If that is no longer possible — for example, the card has expired or the account has been closed — tell us and we will agree another way with you, at no cost to you.
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 refund within 14 days of receiving your return. Send us the tracking number when you post it, so we can follow the parcel and match it to your order.
If you're a consumer in the EU, Norway, Iceland or Liechtenstein, we refund within 14 days of your withdrawal notice, and we may wait until the product is back with us or you've sent us proof that you've shipped it, whichever comes first.
If it still hasn't arrived
If it's been more than 10 business days since we confirmed the refund, 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.