How are refunds processed?

Refunds go back to your original payment method automatically. We initiate refunds 1-2 business days after inspection passes. Your bank processes it in 2-5 days.

Refund method matches payment method

You can't choose a different refund method. It goes back the same way you paid:

Why? Payment processors require refunds to match original payment for fraud prevention.

What if my card expired?

Don't worry. Banks automatically forward refunds to your replacement card. The refund processes to the old card number, and your bank reroutes it.

Rare exception: If you completely closed the account (not just got a new card), contact us. We'll work with you to find a solution.

Full vs. partial refunds

Full refund (return passed inspection)

You get back:

• Full product price
• Original shipping cost (if you paid any)
• Taxes/VAT

Return shipping: Free (covered by us)

Timeline: 1-2 business days after inspection passes

Partial refund (return failed, you kept item)

You get back:

• Full product price minus return shipping cost (~€5-€15)

Why the deduction? Return shipping wasn't free because item didn't meet inspection criteria.

Invoice payments (business customers)

If you paid by invoice and haven't paid yet:

• We adjust the invoice (remove returned items)
• You pay only for items you kept

If you already paid the invoice:

• We issue a credit note
• Or process bank transfer refund

Timeline: Same as other refunds (1-2 business days to initiate)

Multiple items, different outcomes

Example: You returned 3 jackets.

• Jacket A: Passed inspection → Full refund
• Jacket B: Passed inspection → Full refund
• Jacket C: Failed (tag missing) → Partial refund (you kept it)

What you'll see:

• One refund for Jackets A + B (full amount)
• Separate refund for Jacket C (product price minus shipping)

Email explains the breakdown clearly.

Currency and exchange rates

You get refunded in the currency you paid.

Example:

• You paid €50 using a USD credit card
• Your bank converted €50 → $55 at purchase (example rate)
• We refund €50
• Your bank converts back $55 → maybe $54 (exchange rate might differ)

Exchange rate differences: Not in our control. Your bank handles currency conversion both ways.

Refund appears as "pending" first

What you'll see in your bank:

1. Day 1-2: Nothing (we're initiating)
2. Day 3-4: "Pending" or "Processing" refund
3. Day 5-7: Fully cleared and available to spend

"Pending" is normal. Your bank received the refund but hasn't released it yet.

What if I don't see the refund?

Check these first:

1. Check your email

Did inspection pass? We send "Refund initiated" email when we process it.

2. Check "pending" transactions

Log into your bank account or app. Look for pending/processing transactions—refund might be there.

3. Wait full timeline

7-13 business days total from return drop-off. If it's only been 5 days, it's probably still in process.

4. Verify payment method

Did you use the right card? Sometimes people forget which card they used for a specific order.

Still missing after 15 business days?

Contact us with:

• Order ID
• Return tracking number (proof brand received it)
• Payment method used
• Screenshot of bank statement (showing no refund)

We'll investigate with the brand and payment processor.

Can I get a refund to a different account?

Generally no. Payment processors require refunds to match original payment.

Exception: If the original account is completely closed and refund fails, we'll work with you on alternatives. But this requires proof (bank letter) and takes longer.

Refunds and discounts

If you used a discount code:

You paid: €50 (original price €60, 10% discount)

You return: We refund what you actually paid (€50), not original price

Fair approach: You get back what you spent.

Questions?

Refund not showing up? Drop us a message. We'll check the status and chase your bank if needed.

Related articles:

• When will I receive my refund?
• What if my return doesn't pass inspection?
• How does the returns inspection process work?

Updated on: 06/11/2025