where is my refund

Where is my refund?

If we are unable to fulfill a weborder fully or partially we will make contact with you by phone call, whatsapp message and/or e-mail.

In the case of a full order cancellation we simply cancel the whole transaction on our system. We also cancel it with our payment processor, but if we forget to do this the payment processor will automatically cancel the payment after 7 days.

Your payment on our website acts as a pre-authorisation against the card used. Depending on your card and provider it should show as a pending transaction until the order is proccessed on our side.

If it is a partial fulfillment the amount on the preauthorisation will drop to match the new total. It may NOT appear as a refund transaction, it will instead change the amount shown on your statement.

When it is a full cancellation the transaction should disappear from your statement entirely if it does not appear as a refund. 

We can provide a full record from our payment processor upon request and this does include a transaction ID you can use to follow up with your card provider if the transaction is not updating. 

Generally when you use a credit card the pre-authorisation should update within a day or two, for debit cards it can take up to 2 weeks depending on the country you are in and the bank being used.