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I have not received my refund, what do I do?

The first thing to check is whether the item/s you returned has been received by us.  We advise that you get proof of postage when you hand the parcel to the courier and also a tracking number to check the status of the delivery. If tracking is not available, you may contact us and our customer service team should be able to check whether your return has been successfully received at our warehouse.


We would normally send an email confirming when an order has been refunded.  If you have not received this email, please contact us and we’ll happily resend a copy.  When we trigger the refund, both Stripe and Paypal will submit the refund to the issuing bank immediately.  The returning of funds to your account will be subject to Stripe’s Refund Policy which can take from 5-10 working days depending on your bank’s processing time or PayPal’s which is usually between 3-5 working days.  If you have not received the funds after these time frames, please contact your bank to get further information.

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