Card and PayPal orders
Once you place an order with us, we temporarily hold the transaction as ‘pending’. This can be seen as a pending transaction on your account. The order is then sent to the store to confirm if the order can be made.
In some rare instances, the store may not be able to complete your order, and they may cancel the order. We sincerely apologise for the inconvenience caused. If your order is cancelled shortly after it is placed, don't worry - we instantly send a notification of the cancelled order back to your issuing bank or PayPal and request them to release the pending transaction. It is then in the hands of the bank to process this.
How long it takes for you to get a refund is subject to your bank's processing times. It is normally completed within one business day, however, can take up to 10 days and on very rare occasions, longer.
Once the bank releases the transaction it will disappear from your account entirely, and will not be seen as a refund of the amount. Instead, it will seem as if the transaction never existed.
Cash payments
If your order was placed using cash and it was cancelled shortly after it was placed. There is no need to worry, the store will not be charged for the order. You can go ahead and place another order from a different place straight away.
Voucher payments
If you used a voucher to place an order and the order is cancelled shortly after it is placed, the voucher reactivates and can be used immediately on another order.
Account credit payments
If you used account credit to place an order and the order was cancelled shortly after it was placed, the account credit will be returned to your account, ready for you to use on your next order.