We're so sorry to hear this! Below are some common reasons why your refund might be less than your original payment:
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Discount codes: If you used a promo code or received a discount on your order, the refund will reflect the amount you actually paid, not the full item price. Any amounts refunded will be adjusted to allow for discount codes used on the original order.
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Gift cards: If you used a gift card and another payment method (such as a debit/credit card) in the same order, your refund will be split between those two methods, matching how you originally paid. Please note, if receiving a partial refund, the funds will go back onto the gift card first.
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Return fees: Return fees vary depending on your location and the type of return (refund, exchange, or store credit). These return fees are deducted from your total return value (excluding self post). If returning from a self post country, you will be responsible for the return fee upfront. If you've paid through Klarna, Clearpay or AfterPay and you've returned all the items, you'll still have the original delivery fee and returns fee left to pay (where applicable).
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Shipping fees: All shipping fees are non refunable, unless there is a mistake on our end.
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Buy Now Pay Later: If you used a Buy Now Pay Later provider such as Klarna or ClearPay your refund is processed through them, not directly by us. They may adjust your repayment schedule or refund only what’s been paid so far. It can take a few working days for the changes to reflect in your account.
If you believe you've been refunded incorrectly, our virtual assistant will be more than happy to assist you with your refund query.