How Do I Get Proof of Refund or Resolve a Bank Issue?

Quick Answer

Refunds are sent back to the same account or payment method used for the original order. If a refund has been processed but you or your bank can't see it yet, start by checking your refund confirmation email and the statement for your original payment method.

If you still can't locate it, contact our Customer Care team via live chat or the Contact Us page with your order details, and we can help confirm the refund and look into the issue.

How do I find proof that my refund was processed?

After we process a refund, you'll receive a confirmation email with the details, which may include the refunded amount and the date it was processed. To find your proof of refund:

• Check your inbox along with your spam and junk folders for the refund confirmation email.
• Review the statement for the original payment method, where the credit will appear once your bank or provider posts it.

If you can't find the confirmation email, contact us and we can resend it where available, or provide the refund details we have on file for your order.

My bank says they can't see the refund - what should I do?

Refunds can take additional time to appear after we've processed them, because your bank or payment provider also needs to post the credit, which can take extra business days. If your bank still can't locate it:

• Confirm with your bank or card issuer using the original payment method, since the refund goes back to that same account.
• If you paid with a prepaid gift card or a card that's no longer active, contact the card issuer or bank, as they may need to help you locate or retrieve the funds.
• If your bank needs more information, contact us and we can share the available refund details so they can trace it.

For security and privacy reasons, we can't share the last four digits of the account or card the refund was issued to. The refund is always returned to the original payment method used for the order.

What if my refund seems delayed?

If your refund hasn't appeared after a reasonable time, contact us with your order information and a clear description of the issue. We can review the refund, prioritize it where needed, and follow up with our finance team to check the status.

If we've already confirmed the refund was processed but you can't see the confirmation, check your spam or junk folders first, then reach out so we can resend the details.

What information should I include when I contact you?

To help us look into the refund quickly, please share:

• Your order number and the email used to place the order
• A description of the issue (for example, the confirmation email is missing, or your bank can't see the refund)
• Any documentation from your bank showing the refund is not visible, if you have it
• Any refund confirmation or screenshots you've already received

We may ask for a screenshot or bank document showing the refund isn't visible, so we can review the situation further with our team.

In what situations should I contact Customer Care?

Please reach out if:

• You can't find your refund confirmation email
• Your bank or payment provider says they can't see the refund
• You need available refund details to share with your bank or card issuer
• A refund appears delayed and hasn't been resolved
• The original card or account is closed and you need help locating the funds