In a situation where you are not satisfied with the goods or services you paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. If your order hasn’t arrived, please check the expected delivery date and track the order if you can, before requesting a refund from the merchant.
If you have already tried to resolve the issue with the merchant but they refused to help, please speak to one of our support agents. We will need your proof of purchase and evidence of your attempt to contact the merchant to complete the chargeback process.
Please note, it can take up to 30 days for Visa transactions and up to 45 days for MasterCard transactions for your dispute to be finalised once it is raised by our Chargeback Team. If you have not heard from us within 15 days you have completed the chargeback form, you can raise a follow up request here.