If you’ve received a refund, the money is returned to your balance on our website, not automatically sent to your card. To transfer the funds to your card, you need to submit a withdrawal request.
If you’ve already submitted a withdrawal request, you can check its status by navigating to the Balance page on our website and selecting the Withdrawal tab.
Here’s what the statuses mean:
New: Your request is waiting to be reviewed by our billing department and will be processed within 48 hours.
Done: The refund has been processed from our end. It may take up to 10 business days for your bank to process it.
Declined: Your request was declined, likely because the funds were already used for another order or there were duplicate withdrawal requests, with one already processed.
Common Questions
It’s been more than 10 days since you processed a withdrawal, and I still haven’t received my refund. What should I do?
Please contact our support team. They will provide you with an acquirer reference number (ARN), which you can give to your bank to help them track your funds.
Can I cancel a withdrawal request?
If you need to cancel a withdrawal request, please contact our support team as soon as possible. They can assist with the cancellation if the request has not yet been processed.
For any issues or further questions, please contact our support team.