WHY HAVE I NOT RECEIVED MY REFUND OR EXCHANGE?
We know waiting for a refund or exchange isn’t ideal. If you’ve already sent your return to us but haven’t received your money or replacement yet, it could be for a few different reasons.
Delivery times to our warehouse can vary depending on your country and the courier you use.
Specific reasons for delays may include international shipping times or issues related to not registering the return through the online portal.
You can check your country’s estimated return timeframe below 👇
*PLEASE WAIT UNTIL YOUR COUNTRY’S FULL RETURN TIMEFRAME HAS PASSED BEFORE CONTACTING US.
HOW CAN I CHECK THE STATUS OF MY RETURN?
If your courier provided a tracking number, we recommend heading to their tracking page and checking for updates such as:
Returned
Delivered
Returned to warehouse
Or something similar
Note that returns not created through the portal will not show tracking updates until they are received and scanned by the warehouse.
This means the item(s) are back at the warehouse.
You won’t receive a confirmation email when your return arrives at the warehouse, but we’ll notify you by email as soon as your refund or exchange has been processed.
MY RETURN HAS BEEN DELIVERED — WHY HAVEN'T I BEEN REFUNDED YET?
If your tracking shows your return has been delivered to our warehouse but you haven't received a refund or exchange confirmation email yet, here's what to expect:
Once your return arrives, our warehouse team will check and process it within 7 days.
You'll receive an email confirmation once your refund has been processed — please check your spam and junk folders if you can't find it.
After your refund has been processed, it may take up to 7 working days for the funds to appear in your account, depending on your bank or payment provider.
For exchanges, you'll receive a separate dispatch email once your new item has been sent out. Please note exchanges are typically sent out in 1–2 days after being processed, but it may take up to 7 days.
If it has been more than 7 days since your return was delivered to our warehouse and you haven't received any confirmation, please contact our Customer Support team with your order number and proof of return postage (e.g. a photo of your receipt or tracking confirmation) and we'll investigate for you.